Discusses the need for strategic planning in university libraries and describes the planning process, based on experiences at Brown University. Explains the role of task forces that were formed to address six main issues: service to users, collections, educational role, technology, staff development, and facilities and space. (LRW)

Examines the purpose for using historical costs in library financial records. Discusses the difference between spending money and losing resources. Describes how financial record systems operate and the ways in which accounting treats classes of expenditures. Uses the example of a bookmobile. (AEF)

Presents issues from a debate about interlibrary loan (ILL) policies and the use of union lists on the OCLC (Online Computer Library Center) ILL subsystem. Highlights include library funding, costs of maintaining serials holdings on a utility, borrowing procedures, quality service, workload leveling, staffing, and problems with OCLC system…

Explains the concept of an information commons in academic libraries which provides a public computing center with both library and computing support, focusing on staffing, and describes the transition at the University of Southern California library from separate reference and software consulting desks to a fully integrated model of services.…

Presents three articles that discuss customer service in libraries, with a focus on planning for service management, a customer service program for library staff, and a quality improvement process. Highlights include developing and implementing service strategies, dealing with requests, redefining work relationships, coworkers as customers,…

Discusses pertinent issues with an urban public library director, including recent financial, demographic, and technological changes; developing partnerships within the community; service philosophy; communication with staff; and fundraising concerns, including management skills. (LRW)

The Malcolm Baldrige National Quality Award (MBNQA) for quality programs has seven categories against which organizations are evaluated (leadership, information and analysis, strategic/operational quality planning, human resources, process management, quality/performance results, customer/student satisfaction). A preliminary quality-assessment…

Explores what the library profession can learn from indigenous peoples. Highlights include cooperation, decision making, improving management, using workplace stories to provide reinforcement for success, generosity in service principles, patience, developing information networks, and diversity. (AEF)

Defines and describes cyber-collaboration as the process by which disparate-appearing components wired to the Internet (e.g., libraries, publishers, bookstores) deliberately move beyond their boundaries and merge so that mutually beneficial improvements occur. Discusses technological juxtaposition, creative collaboration, and opportunities for…

Looks at what makes bookstores so successful today. Examines why exterior and interior spaces are important to libraries; how spaces support the library's mission, goals, and objectives; what libraries can learn from the retail market regarding bookstore merchandising and design; and how this information can benefit libraries. (Author/AEF)

Considers the use of Total Quality Management (TQM) tools by library managers to develop quality relationships between staff and customers. Topics include building a shared vision, putting the needs of customers before organizational politics, cooperation between levels of employees, communication, teamwork, trust, redesigning processes and…

Discusses the leadership skills necessary in libraries to address two current society trends: (1) a desire for empowerment by both staff and users; and (2) the demand for adding value to people's lives. Highlights include library service improvements; responsibility; the need for libraries to change; and compelling visions of the future. (LRW)