Presents guidelines from the Reference and Adult Services Division relating to the needs of libraries that use fax and electronic document delivery systems in the interlibrary loan process. Highlights include equipment recommendations; uniform practices regarding equipment operation and administration; guidelines for borrowing and formatting; and…

Describes the Americans with Disabilities Act (ADA), which was signed into law by President Bush in 1990, and explains possible impacts of the legislation on libraries. The goals of the ADA regarding people with physical or mental disabilities are explained, compliance to prevent discrimination is discussed, and possible litigation is mentioned.…

Describes procedures used by the St. Paul Public Library (Minnesota) to gather input from patrons to use in developing a new strategic plan. The use of group interviews and a survey to identify which roles of the library were important to users and which services supported each role is explained. (two references) (LRW)

Shows how l'Heure Joyeuse, a children's library started in Paris in 1923 as a gift from U.S. philanthropists, became a model of open-access, user-oriented public libraries. L'Heure Joyeuse's unique role in the development of public libraries in France from before 1900 to the present is described. (41 references) (EAM)

Provides highlights of the activities of the Association for Library Services to Children (ALSC) for 1992-93 as they relate to the American Library Association priority areas of access to information; legislation and funding; intellectual freedom; public awareness; personnel resources; and library services, development, and technology. (EAM)

Two articles discuss the library hardware marketplace. The first examines the Apple Macintosh in libraries from 1984 to the present, including linking libraries, computers, and endusers over large geographic distances. The second article discusses upgrading components of systems in the IBM compatible, MS-DOS, and Windows environments as costs…

Discusses Total Quality Management (TQM), benefits to libraries, and possible barriers to its adoption. An overview is provided of 13 articles included in this issue on (1) library approaches to TQM; (2) implementing a TQM program; (3) supporting TQM efforts; and (4) learning from the experience of others. (EAM)

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)

Discusses the need for reference desk orientation for newly hired or reassigned librarians and presents an outline of a suggested orientation program. Orientation conducted by a supervisor is discussed, practical and philosophical aspects of reference service are addressed, and written materials that support the training are recommended. (nine…

Describes ways that reference librarians can use the skill of active listening to respond to a patron's message that is more emotional than factual. Examples are given from the Brigham Young University (BYU) Library School's interpersonal relations course that compare nonactive listening responses to active listening responses. (two references)…

Summarizes activities of state organizations and associations responsible for school library media programs from Arizona, Oklahoma, Arkansas, Alabama, Connecticut, Kansas, Rhode Island, Minnesota, New Hampshire, Michigan, and New Jersey. (LRW)

Discusses the concept of user-centered library services from a theoretical and conceptual basis. Highlights include the traditional information model; the constructivist model; other researchers' approaches to information seeking and information needs; a sense-making model for various library services; question negotiation; knowledge transfer;…

Explains what an education library is and describes methods used in seeking out such libraries on an international basis. Libraries in Sweden, Finland, Australia, Hong Kong, Singapore, and Canada are described, including address, World Wide Web page, mission, history, clientele, type of collection, services, publications, and databases. (LRW)

Results of a study conducted at Arizona State University West revealed that nearly 36% of reference questions asked were from non-affiliated patrons and approximately 70% took five minutes or less to answer. While longer questions took a disproportionate amount of time, this study shows that the time spent answering affiliated and non-affiliated…

Discusses the use of the College Student Experiences questionnaire (CSEQ) as an effective instrument to measure differences in the academic library experiences of two different racial groups. Results of a study indicate that African-American undergraduate students used the academic library services more frequently than did white students.…