Presents three articles that discuss customer service in libraries, with a focus on planning for service management, a customer service program for library staff, and a quality improvement process. Highlights include developing and implementing service strategies, dealing with requests, redefining work relationships, coworkers as customers,…

Examines the call for change in academic libraries and the role of team decision making in planning. Discusses necessary components of a team decision-making model and authority boundaries in team management. Describes team management in Information Sciences at Oregon State University. (AEF)

Examines how library managers can work with staff to make change initiatives more successful, based on cooperative planning experiences at Duke University Library. Focuses on (1) what the worker wants; (2) barriers to workers getting what they want; (3) technology's liberating influence; and (4) recommendations/predictions. (AEF)

Discusses three major components of library security: physical security of the environment; operating procedures for library staff, the public, and security personnel; and a contract security force (or campus security in academic institutions.) Topics include risk management; maintenance; appropriate technology, including security systems and…

Explain's Duke University Library's change from a hierarchical management structure to one of self-managing teams developed within a total quality management (TQM) framework. Emphasizes the personal views and experiences of a manager responsible for implementing and guiding the process of change. (JKP)

Librarians from the University of Arizona describe the process of reorganizing from a traditional to a team-centered, user-focused organization. The reasons for reorganizing, the preliminary self-study process, the design and implementation of the new structure, staff participation and reaction, developing staff teamwork, and advice for other…