The Evanston (Illinois) Public Library has become the nation's first library to provide a touch-sensitive, online alternative to the card catalog. Library patrons have quickly embraced the Public Access Catalog (PAC) which was introduced on October 6, 1980. (LLS)

Considers the use of the phrase "customer service" with reference to libraries and their users' needs, expectations, and satisfaction. Librarians' perceptions of those being served, and the public's view of library workers, are discussed, and a sidebar examines the history of fee-based subscription libraries. (LRW)

Argues that, although research measuring library effectiveness has tended to equate effectiveness with user satisfaction, this approach is faulty for several reasons and calls for more in-depth user needs assessment studies. (LLS)

Discusses debates that still continue over the value of card catalogs versus online catalogs and other library technology. Highlights include user opinions and needs, libraries being ahead of users in the use of technology, the information age, the value of cataloging, full-text searching, meaning extraction, dataspaces, and the Internet. (LRW)

Discusses the public's growing ignorance about the value and capability of libraries. Topics include information skills, including measuring accuracy and authenticity of computer-based information; false expectations; the information explosion; and the need for a new literacy that includes information literacy, cultural literacy, computer…

A use study examining COM use at the Los Angeles County Public Library System is summarized. Findings indicate the COM catalog is more acceptable to patrons than its book or card alternative. Equipment needed for use posed no obstacles, and there are no significant reactionary differences between different user groups. (Author/MBR)

Highlights the changes in bibliographic processing that have taken place over the past decade with increased automation and on-line systems, and cooperation between libraries. (MBR)

Discusses results of a national survey that was designed to describe the current consumer market for public library services and Internet services. Investigated the reasons they used each service, the decision criteria used when choosing one provider over the other, and how they evaluated the performance of each. (LRW)

Discusses two problems related to the use of online catalogs: (1) staff training has not kept pace with new catalogs, resulting in a lack of search expertise in staff and patrons; and (2) users expect instant access to materials found in the catalog. It is argued that these problems must be addressed to adequately serve library patrons. (CLB)

Presents suggestions for smooth and satisfying transactions between reference librarians and patrons, as well as for better collegial relationships. Highlights include: being prepared to help patrons; staying visible; serving "who's next"; working together and allowing for personal styles; making referrals; and using diplomacy while correcting…

Describes the role of librarians at National Public Radio, emphasizing the immediacy and accuracy needed at this special library. Discusses journalism, reference materials, clipping files, customer satisfaction, preservation concerns, and funding. (LRW)

Outlines the Family Friendly Libraries (FFL) charter and how its aims challenge equal and unrestricted access to information as mandated by the American Library Association's Library Bill of Rights. Discussions include how FFL might hurt libraries, how libraries can "keep things positive" by promoting services that FFL can support, and…

Questions the need for collaborative digital reference services among libraries. Discusses the lack of use among networks that have been developed, probably due to easy access to online resources; economic assumptions; setting standards for reference practice; automatic routing software; copyrights; and patron satisfaction. (LRW)

Explores the trends and current status of library use of microforms for the preservation and dissemination of research materials. A sampling of topics available on microform is provided, and a directory of the publishers mentioned is included. (CLB)

Presents the results of the Seattle Public Library's survey on its Internet service. Seventy-one percent of users were satisfied with the service, but expressed a need for more staff assistance and instruction. Users also valued using the Internet for educational assistance. A sidebar by Jacobson highlights students' expectations for Internet…