Discussion of problem patrons in libraries focuses on how businesses handle customer complaints, namely regarding them as opportunities to improve customer service and satisfaction. Suggests libraries need to provide channels for patrons to make complaints, follow up on them, and train staff to deal with user dissatisfaction. (Author/LRW)

Offers an implausible view of reference services by proposing that librarians anticipate questions and provide a kind of preventive service. A tongue-in-cheek survey of nonlibrary users is described and supposedly analyzed with the conclusion reached that traditional reference service is fine. (EAM)

Reflects on the application of peer coaching to the reference environment, suggests strategies for implementation, and relates peer coaching to the evaluation of reference effectiveness. Discusses behaviors specific to the reference interview and evaluating how well users are served. (Author/LRW)

Offers suggestions for dealing with angry patrons in the library. Tips on diffusing the person's anger during the encounter are provided as well as short- and long-term suggestions for dealing with the library staffperson's feelings are included. Ways in which library administrators can assist their employees in dealing with angry patrons are also…

Lists eight journal articles written by Charles Bunge that address the measurement of library reference effectiveness. Topics include determining goals; gathering data to determine effectiveness through user satisfaction; assessing reference output; costs and benefits; interpreting data; and the use of computerized forms to gather data. (LRW)

Describes a study conducted at Jacksonville State University (Alabama) that compared the ERIC print index, "Resources in Education" (RIE), to the ERIC index in CD-ROM format. Accuracy of results, time savings, and user satisfaction are discussed, and copies of the questionnaire and survey are appended. (Author/LRW)

Three articles consider methods of demonstrating the value of library services. The first discusses showing the relevancy of public library services at New England town meetings; the second describes ways in which the Toledo-Lucas County Public Library evaluates user satisfaction; and the third discusses justifying the value of a special library.…

Describes the library instruction program at the University of California Santa Barbara, which uses a team-teaching method to cope with reduced staff and increased enrollment, collection, and teaching responsibilities. The benefits include a sense of departmental teamwork, improved student library literacy, and faculty and student goodwill. (EAM)

Describes a study conducted at Jacksonville State University (Alabama) that compared the ERIC print index with the ERIC index in CD-ROM format in the areas of accuracy, time savings, and user satisfaction. Results show greater satisfaction with CD-ROM. Copies of the questionnaire and survey used are appended. (Author/LRW)

Discussion of the use of CD-ROM databases focuses on a study conducted at Russell Sage College (New York) that examined user attitudes toward CD-ROM technology and shifts in journal usage patterns. Highlights include previous studies, comparisons of print indexes and CD-ROM databases, and suggestions for future research. (LRW)

Analysis of user surveys at Texas A&M University indicated service is rated highest at the reference desk with 80.4% satisfied, while 55.3% found what they needed at the information desk and 55.3% in the database room. Although the information desk referred 62.5% to other sources, only 46.4% were satisfied with the referral. Includes survey…

This study, conducted at Illinois State University library, evaluated the ability of professional librarians to answer reference questions. Evaluations by undergraduate students were scored for accuracy of response and attitude of the librarian to determine the best attitudinal predictor of accuracy scores. The evaluation form is appended. (three…

Stresses the need for understanding the barriers to effective library use resulting from the diversity of users and the overwhelming amount of information available. Guidelines are suggested for use by academic librarians in evaluating facilities, services, and staff to assess their effectiveness in welcoming users and validating their information…