Identifies public library policies, programs, services, or practices that have ruined customer relations and offers suggestions on how they could have been avoided. Highlights include automated telephone answering systems; staff monitoring of computer use; self-service equipment, particularly photocopiers; release forms; staff parking; loan…

Provisions and interpretations of federal copyright law directly relevant to photocopying for classroom or library reserve use and related issues are examined, along with a case study of use of scientific articles in a college classroom, approaches to the issue of multiple copying, and fair use. (MSE)