The University of North Dakota (UND) Libraries have developed a multi-award winning Customer Service Program (CSP) involving longitudinal assessment and continuous improvement. The CSP consists of iterative training modules; constant reinforcement of Customer Service Principles with multiple communication strategies and tools, and incentives that…

The authors discuss the long-term accumulation of unstandardized and inaccessible content within the Libguides system and the decision-making process to create and implement a set of standards using the migration to the LibGuides2 platform as a vehicle for change. Included in the discussion are strategies for the creation of standards and…

The University of Manchester Library (UML) is embarking on an ambitious new strategy that aims to align the library more closely to the work of the University--to contribute to the University's strategic success. This article describes elements of the strategy development and content, focusing on methods used; how the service has worked…

Birmingham City University's Library and Learning Resources' strategic aim is to improve student satisfaction. A key element is the achievement of the Customer Excellence Standard. An important component of the standard is the mapping of services to improve quality. Library and Learning Resources has developed a methodology to map these…

The 21st-century student is highly technological. In order to encourage and enable the technologically advanced students, the authors wanted to develop a technology equipment service in the library at Texas A&M University-Commerce. They had an idea of what they wanted to accomplish but were unsure of how to get started. They started a small…

This article provides a case study of how the University of Nebraska College of Law and Schmid Law Library use "buttons" to manage Law College faculty members' and librarians' online presence. Since Google is the primary search engine used to find information, it is important that librarians and libraries assist Web site visitors in…

One of the toughest challenges in an academic library systems office is how to manage and present the extensive selection of electronic resources from a variety of vendors. At York College of Pennsylvania, the authors participated in an admissions-driven web revision cycle and used a campus-provided CMS for 8 years. During this time, they tried…

Purposeful assessment of space for the understanding and improvement of the academic library is a relatively new area of inquiry. This essay offers a framework to consider different factors affecting such an assessment and insights for undertaking a meaningful inquiry about the relationship of space to an academic library's evolving purpose as…

Oregon State University (OSU) libraries, where the author serves as lead programmer, have developed a tool to make it easier for librarians to build and maintain interactive course assignment pages (ICAPs) and subject research guides (SRGs). That tool, Library a la Carte, enables librarians with minimal technical expertise to create dynamic…

Explains how educators can develop avenues of indirect library advocacy. Outlines five opportunities for indirect advocacy recruiting which focus on a brand-new teacher, a veteran teacher new to the school, a teacher assigned outside the area of university preparation, a teacher whose assignment has been radically changed, and a teacher taking…

This report draws on the results of a survey and case studies of Digital Library Federation (DLF) members (Council on Library and Information Resources - CLIR). The survey was intended to document how DLF member libraries are focusing their digital library programs: how and under what circumstances their programs were initiated; the influences…

Academic libraries need to change their recruiting and hiring procedures to stay competitive in today's changing marketplace. To be more competitive and effective in their recruitment and hiring processes, academic libraries must foster manageable internal solutions, look to other professions for effective hiring techniques and models, and employ…

Describes the Online Computer Library Center (OCLC) advisory committees in terms of research, public, college and university, and special libraries. All four of the type-of-library advisory groups work to shape OCLC policies and programs, according to the particular needs of each group. OCLC's financial and programmatic success depends upon…

The Making of America (MoA) Testbed Project, coordinated by the Digital Library Federation, is a multi-phase endeavor. Its purpose is to investigate important issues in the creation of an integrated but distributed digital library of archival materials (i.e., digitized surrogates of primary source materials found in archives and special…

Fontbonne College's academic dean and vice president for academic affairs appointed a task force in August 1997 to investigate, over the course of one year, ways in which the library's development could be centered in teaching and learning. More specifically, the task force was to determine how library and information services could be rooted in…