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…

This workshop, which introduced a model for developing library instruction programs based on written objectives, provided participants with practical experience in preparing objectives as a basis for program planning through discussion of the various elements of planning such a program and analyses of case studies through assigned tasks. The first…

Describes the qualities of a good children's reference librarian and discusses training that involves both on cognitive and affective training methods. Evaluation to measure the effectiveness of the trainee is discussed, and a model training workshop is presented that includes a sample assignment as well as basic reference sources for children's…

The Dedication Address was given by Gordon N. Ray. Alan R. Taylor presented "A Model of Academic Library Service," which was followed by "Views and Reviews," given by Edwin H. Cady; "Comments on 'A Model of Academic Library Service'," by Stephen A. McCarthy and "Critique of Taylor Paper," by Marvin E. Olsen.…

Presents model of systematic procedure to evaluate academic reference librarians, outlining steps. Sample form included. (KP)

The purpose of this report was to formulate a definition of health science libraries which would allow them to be objects of study. Four general definitions of health science libraries are presented from the viewpoints of: (1) librarians and managers of libraries as institutions, (2) the institutions or administrative units supporting library…

Reviews literature of past decade, which reflects greater recognition of older adult needs and significance of library use instruction, and develops a model for instructing older adults based on four principles: educational objectives, procedures for selecting instructional program, procedures for making changes and evaluation, pattern of…

Discussions of goal, process, and structure approaches for measuring library service effectiveness are reviewed and a scheme integrating these approaches is presented. Preferred ways of reviewing library effectiveness are identified for four major constituencies: staff, directors, users, and societal groups such as funding agencies. A discussion…

Reviews some approaches to organizational effectiveness suggested by organizational theorists, reports on the applications of these theories in libraries, develops some hypotheses regarding the assessment of performance in libraries, and describes a model which synthesizes some of the approaches. A 52-item reference list is attached. (Author/JL)

The first part of the article describes the theoretical background of a library planning model based on the concept of right brain/left brain activities. The second describes the implementation of a short term planning model based on this theory. (CLB)

Describes the process and results of the development of a set of systematic and formalized learning objectives for teaching and evaluating online catalog use which stemmed from research project conducted at Northwestern University. Planning principles, program evaluation, and adoption of educational models are noted. Learning objectives are…

Model for evaluation of library reference services examines four elements of reference process: librarians' performance on requests for factual information; knowledge of library policies, procedures, or services; provision of bibliographical instruction; and performance of interviewing techniques. Reference service questionnaire, criteria for…

This plan, designed for implementation in the Jackson and Josephine County library systems in Oregon, describes a cooperative method of staff development. The first section includes a brief discussion of the historical background to the training program, the service populations and staffing for the two counties, the continuing education resources…

Moderate success of individualized programs for severely and profoundly mentally retarded persons in a library setting is documented in this report. These programs were developed following a survey tabulation and analysis of individual education programs, individual program plans, programs assessment chart profiles, and psychological and speech…

This essay suggests that conversation, crucial for human life in society and intrinsic to nature of libraries, may be the appropriate model for providing guidance, means, and context for change in academic librarianship. The business model, missions and goals, collection development, bibliographic instruction, and organizational considerations are…