This article describes the process and role frontline access and public service staff play in needs assessment and evaluation of user services, specifically in understanding the voice of the customer. Information includes how the University of Arizona Libraries have incorporated daily data collection into the strategic planning process, resources…

Whether a library's reference collection is large or small, it needs constant attention. Singer's book offers information and insight on best practices for reference collection management, no matter the size, and shows why managing without a plan is a recipe for clutter and confusion. In this very practical guide, reference librarians will learn:…

Raising a child with a disability requires an even greater amount of information than that needed to raise a "typical" child. This information is not as easily accessed as information regarding typically developing children. Parents require this information to help promote their child's development, learn information about diagnoses and treatment…

Reference librarians can adapt services for older adults through interviews using interpersonal communication skills. Reader's advisory services, programming, and outreach activities should be focused to target older adult users. Information about issues of family relationships, health, housing, legal and financial affairs, and leisure can be…

Examines three essential questions and suggests areas for research in each: (1) How are digital resource users best served: What resources will they want? How will they want to use them? What services will most enhance use? (2) What elements are required for a coherent preservation strategy covering resources both digital and traditional? (3) What…

Describes several online resources devoted to the issue of information access by the disabled; librarians serving disabled users and seeking to employ adaptive technology will find a great deal of information on these sites. (AEF)

Examines the idea of the whole internet as a library resource, discusses advantages of the Internet, and presents a list of the author's favorite Internet sites. Listed sites include an Internet address and a brief description of what information the source provides. (JMV)

The "Mapping the Human Genome" project demonstrated that librarians can help whomever they serve in accessing information resources in the areas of biological and health information, whether it is the scientists who are developing the information or a member of the public who is using the information. Public libraries can guide library…

Describes the Electronic Resources Directory of Monash University (Melbourne, Australia), designed for locating electronic resources of the library. It both provides information about these resources as well as direct links to them where appropriate. Use of the World Wide Web for the directory has obvious advantages for a university where global…

Strengthening technology in Louisiana's public libraries will support equitable and convenient access to electronic information resources for all citizens at library sites, in homes, and in business. The plan presented in this document is intended to enhance and expand technology in the state's public libraries. After discussion of the crucial…

Describes issues related to machine compatibility, download time, and storage space to consider when creating a downloadable library. Highlights include file storage on Web servers; compressing PC files; compressing and binhexing Macintosh files; setting up the library; and summer "standards institutes." (AEF)

The complexity of the information environment, and more uncontrolled distribution and access, lead to new issues for users. Reference services, with a stronger instructional role, must become more proactive in providing a fully developed repertoire of services responsive to the multifaceted queries facing librarians today. (Contains 31…

The Federal Government of Nigeria was granted US $120 million by the World Bank for solving long-standing university library problems, like small and poor quality of library collections, lack of library equipment, and training of staff. Recommends fiscal measures and asserts the credit facility serves as a palliative for the problem of information…

Describes the strategic planning process for the merger between the libraries of Penn State University's Harrisburg and Schuykill campuses. Examines the merger's potential impact on library services and resources. Discusses possible solutions to meeting the information needs of the merged institutions. (Author/AEF)