This article discusses a public service review and redesign that resulted in a blended service desk combining reference and circulation functions, staffed by nonlibrarians. The redesign implements a number of organizational structures that encourage service excellence, as found in the business literature and in examples of nonlibrary organizations…

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…

The University of Denver's Penrose Library's Stacks Maintenance unit is a separately managed unit that works in collaboration with all library departments to ensure complete access to the library's print collections. This unit takes advantage of a variety of techniques and tools to fulfill its mission, including a fine-tuned tracer system for…

As student fees, print vs. electronic access, service quality expectations, and basic economics have an increasing impact on library operations, some academic libraries are taking a second look at the process of charging overdue fines. This article explores the contemporary environment on this issue. It offers as an example a compromise solution…

In 1991, the University Libraries of Northern Illinois University implemented a revised policy for renewals of library materials. Various system, staff, and patron-related concerns required the access services department to adapt to immediate demands, then to seek longterm solutions. This case study examines the initial impact of the new policy,…

The digitization of library materials has had a tremendous impact on libraries. By using the Internet, readers can access digital library materials from any place in the world. The BMCC Library started several programs to provide more digital materials to its patrons in the forms of electronic books, periodicals, full-text materials, and webpage…