Presents information on deafness and deaf people that is helpful to librarians communicating with deaf patrons. Communication modes and preferences are discussed, including speaking and facial expression, speech reading, lipreading, and sign language; and methods of optimizing conditions for good communication are described. (11 references) (LRW)

Provides an overview of past and present library services to, and policies about, deaf people. Unique characteristics of the deaf community are discussed; recent developments in deaf studies, communication techniques, and laws affecting library services to deaf people are reviewed; and the roles libraries can play in providing services are…

Argues that providing end users with more information does not really address their problems and, in fact, does not even identify them. Topics discussed include the growth of information technology, reasons for the decline in the number of reference librarians, roles of libraries, and the importance of information intermediaries. (MES)

Discusses the stages of transformation that occurred in AT&T's information services and how end-users participated in the process. Topics include moving from traditional to electronic services; users' needs and expectations; library staff; vendor partnerships for outsourced services; and evaluating service quality. (Author/LRW)

Defines "values" and lists the eight values (stewardship, service, intellectual freedom, rationalism, literacy and learning, equity of access, privacy, democracy) derived by the author in an earlier work. Gives a brief history of the evolution of human-to-human reference service and discusses its future. Relates each of the author's eight values…

Explores the variety of innovations in service models implemented over the last 25 years that health-sciences librarians have initiated to extend library services and information to remote users. Trends in health-care-management systems, education initiatives, the rise in consumerism, and expectations of new categories of users are discussed.…

Suggests that in digital library services assessment, anthropology can provide the initial understanding, the intellectual basis, on which informed choices about sample population, survey design, or focus group selection can reasonably be made. Analyzes the National Gallery of the Spoken Word (NGSW). Includes brief descriptions of nine NGSW…

Explores the role of the librarian and of the service perspective in the digital library environment. The focus of the article is limited to the topic of librarian/user collaboration when the user is in a remote location, including video-based reference services and the use of electronic mail. (Author/LRW)

Reference service technology has passed its first stage of insuring more accurate, rapid delivery of information. The second revolution underway will improve on both acquisition and retrieval of data. New technologies must fit into traditional reference service goals. The human should be given first priority. (Contains 46 references.) (Author/AEF)

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…

Provides an overview of the importance of user-based evaluations of networked information services; reviews data collection techniques that provide a user perspective when assessing networked information services, including focus groups, user logs, interviews, observation, and surveys; and offers practical suggestions and guidelines for using such…

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)

Questions whether a focus on ethics and rights leads to a narrow idea of the library profession and its clients, using issues of censorship as examples. Highlights include a proposed definition of information; information flow; privacy; ethical debates and consequences for libraries; and the American Library Association Code of Ethics. (Author/LRW)

Considers library special collections in North America and the world. Discusses issues of providing access for a diverse readership but with limited resources; questions of ownership, particularly claims of national heritage; and implications of the electronic revolution, including access through digitization that often leads to increased demands…

Discussion of measuring and improving the quality of library public services focuses on a method for quantifying and categorizing patrons' comments from a questionnaire developed at the College of Charleston (South Carolina) library. Topics include Total Quality Management, measures of user perceptions, and defining the service role of libraries.…