The aim of this research project was to investigate the customer care methods within the Scottish college library sector. The researcher sought to compare examples of the customer care and service policies and practices from the sector with exemplars of good customer service from the retail sector. A qualitative, grounded theory approach was…

This article aims to present evidence of the warm glow effect in a public library setting. More specifically, it tests whether individual respondents with different values for the warm glow component report different values for their willingness to pay (WTP). The data come from a contingent valuation survey conducted on randomly selected citizens…

This research investigated the importance of user-library trust in ensuring vital freedom of inquiry in academic libraries, exploring its strength through comparison with attitudes towards the National Identity Card Scheme (NICS) within the various libraries of a large UK university. An online survey of students and interviews with librarians…

Distance learning has flourished in Sudan during the last two decades; more and more higher education institutions offer distance learning programmes to off-campus students. Like on-campus students, distance learners should have access to appropriate library and information support services. They also have specific needs for library and…

This paper presents case study research of a job rotation pilot involving six library assistants in Cardiff University Library Service (ULS). Firstly, it investigates whether job rotation improves motivation and secondly, whether there is an improvement in skills, both technical and "soft". Following a review of the literature,…

A study of the current provision of digitized collections for researchers in the UK higher education sector was carried out through desk research, a Web-based questionnaire of research libraries and interviews. The study identified a great deal of digitized material in the sector and there has been considerable expenditure of UK public funds in…

Nationally, there has been debate on the role of research within higher education and increased interest in the teaching/research nexus. A team of Academic Liaison Librarians at Anglia Polytechnic University was awarded funding to investigate the extent to which learning resources overlap with research resources, whether researcher/teachers…