A customer contact center offers academic libraries the ability to consistently improve their telephone, e-mail, and IM services. This paper discusses the establishment of a contact center and the benefits of implementing the contact center model at this institution. It then introduces a practical methodology for developing a valid measurement…

The social work library at USC provides a case study of an academic library's transition to an information center service model. Analysis of the collection, user community, Web 2.0 applications, and Web usage data demonstrates how the changes facilitated library services and information literacy instruction. (Contains 6 tables and 3 figures.)

Describes two phases of the automation of library and information services in mainland China. From 1974-86, much effort was concentrated on developing computer systems, databases, online retrieval, and networking. From 1986 to the present, practical progress became possible largely because of CD-ROM technology; and large scale networking for…

Libraries offer a variety of services and play an assortment of roles. While few people disagree that libraries have been valuable institutions in the past, many wonder how necessary they will be in the future. Shrinking budgets make it harder for libraries to contradict these perceptions. This report examines the social and economic impact that…