The aim of this research project was to investigate the customer care methods within the Scottish college library sector. The researcher sought to compare examples of the customer care and service policies and practices from the sector with exemplars of good customer service from the retail sector. A qualitative, grounded theory approach was…

Although increasingly recognized as a future skills issue, the use of information in the workplace is a little studied area within library and information research. A substantial "pedagogic" literature of learning in the workplace exists, however, and this was critically reviewed to generate a repertoire of issues which could in turn be…

This paper explores how Scottish public library services have responded to providing a service to a virtually invisible minority group, i.e. lesbians who enjoy reading lesbian fiction. The evidence that provides the foundation for the results discussed in this paper was drawn from the following sources: a study of the 32 public library services in…

An experiment demonstrating the effect of busyness of library staff on the frequency of approach by users is presented as an example of applying a scientific approach to the problems of the librarian-client interface using the methodology of the experimental psychologist. This methodology is explained and a review of the literature on…

Satisfaction with disclosure of the diagnosis of autism was investigated using a questionnaire completed by 126 parents. Results indicate 55% of parents were satisfied with the disclosure. Satisfaction was more likely if parents gave positive ratings to the manner of the professional and quality of the information. (Contains references.)…

Describes a library in Scotland that is specifically for teenagers in an economically depressed area. Highlights include differences from traditional libraries, including noise level, music, snacks, computer games, videos and other media, and subject categories rather than traditional classification systems; and user involvement, including a…

A three-strand study examined the availability, provision, and effectiveness of educational guidance to adults in Scotland. A literature review, results of a 1988 study, and a commissioned update of that study were used to develop an overview of available educational guidance services. Case studies were conducted of six programs selected as…

Describes a specialist bibliographic database of literature in the field of artificial intelligence created by the Turing Institute (Glasgow, Scotland) using the BRS/Search information retrieval software. The subscription method for end-users--i.e., annual fee entitles user to unlimited access to database, document provision, and printed awareness…