In fall of 2011 the University at Buffalo Libraries circulation department undertook Six Sigma training for the purpose of overhauling its student scheduling process. The department was able to mitigate significant staffing budgetary reductions and resource reallocations and to overcome the unique challenges of scheduling student labor for a…

Through vision, leadership, and creativity, Salisbury University's Blackwell Library transformed its access services department structurally and philosophically to better position itself to meet, and strive to exceed, today's user needs and expectations. Restructuring and the introduction of new leadership and new ideas provided the foundation for…

A mission-critical system is one that is so intertwined with the operation of an organization that the organization can scarcely function without it. Just as in corporations, mission-critical library systems offer the capability to unlock talent and time. They are essential to the transformation of higher education and the learning environment. A…

The growing trends of tiered reference, roving librarians, and virtual reference offer academic libraries several options for providing the most effective reference service. Increased enrollment at community colleges has prompted a reconsideration of how librarians can balance reference, teaching, and faculty responsibilities. This article…

Any librarian who has managed electronic resources has experienced the--for want of words--"joy" of gathering and analyzing usage statistics. Such statistics are important for evaluating the effectiveness of resources and for making important budgeting decisions. Unfortunately, the data are usually tedious to collect, inconsistently organized, of…

Two of the most time-consuming jobs in the library are taking inventory and keeping track of in-house uses of library material. Librarians have long been searching for more efficient solution for these two activities. New technology can be the answer to creating efficiency for libraries. In fact, if one is a SirsiDynix library, there is an easy…

This article features the University of Liverpool's arts and humanities library, which applies a new search tool to improve the user experience. In nearly every way imaginable, the Sydney Jones Library and the Harold Cohen Library--the university's two libraries that serve science, engineering, and medical students--support the lives of their…

Tufts University Hirsh Health Sciences Library created a Facebook page and a corresponding managing committee in March 2010. Facebook Page Insights data collected from the library's Facebook page were statistically analyzed to investigate patterns of user engagement. The committee hoped to improve posting practices and increase user engagement…

Libraries today face an increasing challenge: to provide relevant information to diverse populations with differing needs while competing with Web search engines like Google. In 2009, a large group of libraries, including the University of Nebraska-Lincoln Libraries, joined with Innovative Interfaces as development partners to design a new type of…

Although the library's Web site has become a standard tool for seeking information and conducting research in academic institutions, there are a variety of ways libraries approach the often challenging--and sometimes daunting--process of Web site development and maintenance. Three librarians at Western Michigan University explored issues related…

Library Web sites must compete against easy-to-use sites, such as Google Scholar, Google Books, and Wikipedia, for students' time and attention. Library Web sites must therefore be designed with aesthetics and user perceptions at the forefront. The Music and Performing Arts Library at Urbana-Champaign's Web site was overcrowded and in much need of…

This paper outlines the principles and theory of performance support (in general) and of electronic performance support (in particular). It explains why the design and creation of electronic performance support systems are so important as a mechanism for providing scaffolding environments for use in improving the learning experience for new (and…

Lending services units at Indiana State University's Cunningham Memorial Library depend heavily on student employees to fulfill their specific missions. Problems attributed to poor communication and lack of motivation among student employees were causing negative impacts on the units' abilities to function well. To resolve these problems,…

This is the final article in a series examining globalisation and the role of Australian librarians in internationalising library, university, and international practice in higher education. It describes case studies of Australian academic libraries in which a successful pattern for internationalisation emerged. The conclusions of the research are…

Taking a post-modern approach, this paper addresses the relevance of measurement and evaluation of libraries and information services. The following topics are discussed: (1) past and present approaches to performance measurement, including origins of measurement and landmarks of the past; (2) a conceptual framework for evaluation, including a…