Discusses serving library-patron needs in terms of customer service and quality control. Highlights include tools for measuring the quality of service (e.g., the SERVQUAL survey), advisory boards or focus groups, library "service statements," changing patron needs, new information formats, and justifying depository library services. (JAK)

Addresses perceived problems of the Federal Depository Library Program (FDLP) and the Government Printing Office (GPO) relative to a foundering program, electronic capabilities, costs to participating libraries, inefficient service, and accountability requirements. Unfavorable images have resulted and have been used by advocacy groups to bring the…

In today's electronic environment, government information librarians face new challenges, especially in the arena of quality public-service provision. Given the lack of clear guidelines that Federal Depository Library Program participants follow, and based upon suggested guidelines of reference-oriented literature, a new set of public services…