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…

Singapore is now one of the fastest aging societies in the world. By 2030 those over 65 years old are expected to number 1.41m strong, 26.8 percent of the country's entire population. Given these numbers, it is not surprising that aging is a key concern in Singapore. This article reports on a qualitative study of 32 individuals over the age of 55…

This article aims to present evidence of the warm glow effect in a public library setting. More specifically, it tests whether individual respondents with different values for the warm glow component report different values for their willingness to pay (WTP). The data come from a contingent valuation survey conducted on randomly selected citizens…

This research investigated the importance of user-library trust in ensuring vital freedom of inquiry in academic libraries, exploring its strength through comparison with attitudes towards the National Identity Card Scheme (NICS) within the various libraries of a large UK university. An online survey of students and interviews with librarians…

The Internet has made it possible for students to access a vast amount of high-quality references when writing papers. Yet research has shown that the use of reference databases is poor and the quality of student papers is consequently often below expectation. The objective of this article is twofold. First, it aims to describe the problems…

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…

Interest in developing ways to assess information literacy has been growing for several years. Many librarians have developed their own tools to assess aspects of information literacy and have written articles to share their experiences. This article reviews the literature and offers readers a flavour of the methods being used for assessment:…

This paper considers the results of an online questionnaire survey that collected user data on e-book collections held at Essex County Libraries over a two-year period between April 2004 and June 2006. The research was funded by the Laser Foundation, 1 and specifically considered e-book collections held on Personal Digital Assistant (PDA) devices,…

This study aims to present a new model measuring the economic value of public libraries, combining the dissonance minimizing (DM) and information bias minimizing (IBM) format in the contingent valuation (CV) surveys. The possible biases which are tied to the conventional CV surveys are reviewed. An empirical study is presented to compare the model…

This study identifies the development of information search expertise of 12 beginning research students (six in education and six in engineering) who were provided with a set of systematic search training sessions over a period of one year. The study adopts a longitudinal approach in investigating whether there were different stages in the…

It is evident from previous research that user satisfaction is a multidimensional, subjective variable which can be affected by many factors other than performance of the system or searcher. This article draws on information retrieval and information systems literature in an attempt to understand what user satisfaction is, how it is measured, what…

This article outlines a pilot project to offer a personalized online library service to Open University MBA alumni. A review of the literature and results of a desktop analysis of other UK Higher Education alumni library services are included. Content procurement and systems issues are considered along with the underlying organizational, resource…

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…