This SPEC Kit and Flyer focus on the extent to which Association of Research Libraries (ARL) libraries engage in formal or organized customer service programs. Seventy-five out of the 121 member libraries responded to the customer service program survey (61%). The SPEC Flyer discusses results in terms of customer service program characteristics,…

This paper discusses the impact of globalization and new information and communication technologies on the structures and practices of higher education. The first section addresses the integration of library and information technology services, focusing on experiences at the University of the Sunshine Coast (Queensland, Australia). The second…

A survey of 92 corporate and government libraries in Victoria, Australia, reveals that 64.8% were restructured over the last 5 years. Reasons for outsourcing; services being outsourced; the impact of budgets; and the use of service fees are examined. (AEF)

This study is designed to illuminate some of the issues, options, and activities related to developing fee based information services at a large academic library, and to suggest the feasibility of developing such services at Memphis State University Libraries. The basis for the study is the realization that libraries, through automation, a changed…