Based on samples of periodical requests processed through the OCLC PRISM ILL (interlibrary loan) service over a 12-month period, 92% of the articles (n=373) were available from at least one of five commercial suppliers: British Library Document Supply Centre, Canadian Institute of Scientific and Technical Information, University Microfilms…

Examines the concept of service quality in libraries. Highlights include assessment; service quality versus user satisfaction; measuring service quality, including SERVQUAL; planning; experiences at Texas A& M University in cooperation with ARL (Association of Research Libraries) that resulted in LibQUAL+; and conceptual issues. (Contains 54…

The development of the online database for art and architectural slides at Rensselaer Polytechnic Institute is described, along with adjustments made to accommodate the use of nonbook materials, descriptive language within an existing MARC-based system, and the integration of the database with the library's online catalog for books. (EAM)

Discusses remote library users in an academic environment. Highlights include user needs and expectations; user satisfaction; service to remote customers in nonlibrary environments, such as industry; the distance-learning context; student demographics; distance learning and library services; course design; and a case study at De Paul University.…

This description of the development of the Art and Architecture Thesaurus from 1979 to the present explains the processes and policies that were used to construct a language designed to represent knowledge in art and architecture, as well as to be a surrogate for the image and object being described. (EAM)

Describes a study of ARL (Association of Research Libraries) members called LibQUAL+ that identified users' perceptions of library service quality and measured gaps between expected service and perceived service. Discusses results of user interviews regarding information seeking behavior; self reliance; ubiquity and ease of access; and hours of…

Discusses methods used at the University of Washington libraries to assess user needs, satisfaction, and library performance. Describes the triennial user surveys used in the past as well as the new ARL's (Association of Research Libraries) LibQUAL+ methodology that focused on quality of service and library support through a Web-based survey.…

Reports on approaches to measuring the service quality of academic libraries in the United Kingdom. Discusses the role of government and the national background of quality measurement; measurement frameworks; better use of statistics; benchmarking; measuring user satisfaction; and possible future development. (Author/LRW)

Presents detailed guidelines based on the literature for screen layout and design of online catalogs, and discusses the potential advantages in terms of number of transactions per hour and user satisfaction. Further research questions are suggested and an extensive bibliography is provided. (CLB)

Reports on the Johnson Space Center Film Repository and describes the collection and development of its strategy to automate image access. The advantages and problems of a visual thesaurus are explained. (EAM)

Investigated the psychometric integrity of scores from the LibQUAL+ evaluation of perceived library service quality conducted by ARL (Association of Research Libraries). Examines score structure, score reliability, score correlation and concurrent validity coefficients, scale means, and scale standardized norms, and considers the potential of the…

This investigation compared self-reported use of public libraries and public opinion about library services with levels of per-capita library funding over time. Results showed a small relationship between self-reported use of libraries and levels of library funding. There was no relationship between public opinion and funding levels. Non-economic…

Describes changes in the interlibrary loan process at Southern Illinois University (Carbondale) that has empowered patrons to directly request materials through a shared online union catalog and circulation system. Staffing issues, patron satisfaction, and turnaround time are discussed. (LRW)

Discusses academic libraries, digital environments, increasing competition, the relationship between service quality and user satisfaction, and user surveys. Describes the SERVQUAL model that measures service quality and user satisfaction in academic libraries; considers gaps between user expectations and managers' perceptions of user…

Discusses telefacsimile technology and its possible uses in libraries. Applications for interlibrary loan, document retrieval, and reference services are described, speed and cost of service are examined, user satisfaction is discussed, and recent technological developments are reviewed, including the use of telefacsimile with microcomputers and…