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…

This guide provides samples of college libraries' copyright policies and materials as a reference for library and learning resources personnel who need to create formal copyright policies, procedures, and publications and for those who are reviewing and updating their existing copyright materials. A survey of 310 members of the Community and…