This paper proposes utilizing a combination of the Quality Function Deployment (QFD)-Kano model as a useful tool to evaluate service quality. The digital library of the University of Guadalajara (Mexico) is presented as a case study. Data to feed the QFD-Kano model was gathered by an online questionnaire that was made available to users on the…

The Ethical Climate Typology (ECT) and Ethical Climate Questionnaire (ECQ) are instruments traditionally used to examine the ethical work climate in organizations. The instruments were modified to correct shortcomings acknowledged in the literature and tested on a sample of libraries. Data analysis suggested that some modifications improved the…

Examines whether surveying students in the classroom using course-specific questionnaires--and interviewing their instructors--is a viable tool for academic library collection building. Findings revealed this approach to be a valuable qualitative tool for assessing the college library's local book collection. (AEF)

Investigates strong points and shortcomings of peer and student evaluation of library faculty. Examples of evaluation plans in use at various university libraries are cited, and the instrument used at Southern University-Carbondale's library is examined. A copy of the two-page evaluation form is appended. (CWM)

Discusses enduser searching of online databases and describes a study conducted at Ohio State University that compared two methods of assessing the success of enduser searches. Reasons for dissatisfaction are discussed, problems with online searches are examined, possible solutions are described, and further research is suggested. (20 references)…

Discusses library instruction in the use of CD-ROMs and describes results of a survey of CD-ROM users at C.W. Post College (NY), including characteristics of CD-ROM users, evaluating searches, advanced search techniques, learning and using the system, and changes in CD-ROM users from 1992 to 1996. (LRW)

Describes a study of student online searches at Cornell University that was conducted to explore the value of staff assistance to trained end users searching the BRS Menus system. Analysis of audio tapes of the search process, questionnaires, and interviews is presented; student attitudes are discussed; and future possibilities are considered.…

Reports findings of a Statistics Task Force investigation at New York University's Bobst Library, which reviewed the collection and publication of statistics and data related to library reference and information services and use of resources, and developed a framework for inclusions, definitions, procedures, and policies for data collection and…