Library public services staff have primarily focused on providing services through interactions with their users. Although service quality and customer satisfaction are important in the delivery of these services, the emphasis and nature of the work have often been influenced by a library-centric philosophy rather than a user-centric philosophy.…

What began with a few libraries' early application of ethnographic methods to learn more about user behaviors and needs has grown to become a significant body of work done across many institutions using a broad range of methods. User-centered investigations are increasingly influential in discussions about the shape and future of the research…

Describes a program developed at the San Francisco Public Library to allow homeless residents to apply for library cards, and discusses concerns that had to be addressed, including loss or damage of materials, overdue materials, residency requirements, and state and local funding requirements. Cooperation with public and private service providers…

Presents perspectives from a library educator and three library administrators on the core values of librarianship, particularly public librarianship. The four contributors emphasize: cooperation for a shared endeavor, a passion to provide access, connecting information and people, and offering choice to individuals without restriction. (AEF)

Discusses how reengineering can be applied to user services in libraries; identifies trends affecting library user services operations; and describes the reengineering effort at Rice University (Texas) where services have been transformed through collaboration between the library and computing services. (AEF)

Reviews the role of public libraries in adult literacy and lifelong learning in the 25 years since the signing of the Adult Education Act. Discusses collaborative projects with other government agencies, and the public library's unique role of welcoming patrons whatever their educational needs might be. (43 references/notes) (EA)

Discusses the development of a new culture of research librarianship that is customer-focused, based on experiences at the University of Arizona library. Highlights include cooperative partnerships with users; LibQUAL+ as a tool to learn how users perceive library services in relation to their expectations; and staff participation in strategic…

Discusses the evaluation, design, and objectives of the Distributed Library Initiative at the Massachusetts Institute of Technology (MIT), an ongoing project collaboratively designed by MIT Information Systems and the MIT Libraries to provide students and faculty with easy access to leading electronic technologies for research and educational…

Considers the use of Total Quality Management (TQM) tools by library managers to develop quality relationships between staff and customers. Topics include building a shared vision, putting the needs of customers before organizational politics, cooperation between levels of employees, communication, teamwork, trust, redesigning processes and…

Addresses issues related to supporting the Open University's (United Kingdom) postgraduate students through networked access to information. Topics include students' computing skills; the role of the library in collaboration with other university personnel; students' needs; computer networks; conferencing; World Wide Web service; instructional…