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…

Discusses the growing similarities between academic libraries and computing centers and proposes an organizational model for the union of the two into an information services center. The administrative and personnel implications of such a union are addressed. (Author/CLB)

Discusses operational, organizational, and technological developments that are transforming the workplace; describes the concept of knowledge worker and the information utility model; considers how these factors provide opportunities for library administrators and other information resource management professionals to improve user services; and…

Among the recent technological developments that will facilitate increased integration of information systems and services are new techniques for information capture, and optical disc technology for storage and retrieval. An integrated role of providing information in a variety of formats is described.

This handbook offers a practical set of ideas to help all types of libraries in the task of marketing their services in an increasingly competitive economy and provides a model program as urged by the White House Conference on Library and Information Services. It is aimed at adult information services in particular, with passing references to…

Describes the new service model of the Resource & Information Center at Harcourt, Inc., which was charged with developing and publicizing library services that would empower end-users. Includes tips for purchasing online databases, guidelines for developing content that will draw people into the company's intranet or Web site, and top 10…

The following topics are discussed to show various forms for cooperative ventures in the information field which countries within a region might consider: (1) building up basic resources, collections, and stores; (2) collective retrieval tools to the combined resources of the region; (3) regional information service activities; (4) communication…

A study was made to establish the patterns in past library automation development activities within the Federal Government of the United States so that these could be available for setting the boundaries for a generalized system design for computerized library operations. More than 50 administrative and technical personnel within the Federal…

This article describes how a model developed by the British Library can be used in school libraries to disseminate community information to students. Definitions are given and possibilities, problems, and advantages associated with the delivery of community information in school environments are outlined. Thirteen references are cited. (Author/EJS)

Discusses the role of libraries in the Arizona Strategic Planning for Economic Development Project. Highlights include the Arizona example; survey results and implications for libraries; the Economic Development Information Center (EDIC), the project's players, collection development, and training sessions; some success stories; and the future of…