Black female clients assigned to experienced counselors who had received culture sensitivity training rated their counselor higher on credibility and relationship measures, returned for more follow-up sessions, and expressed greater satisfaction with counseling than did clients of experienced counselors without such training. Being in same-race…

Reports survey findings from over 1,200 Japanese secondary teachers on job satisfaction and other work attitudes and their relationships to working conditions, teacher roles and responsibilities, and specific classroom practices. Discusses the influences of teacher skills and training and Japanese social attitudes, sex roles, and style of…

Outlines problems involved in information retrieval evaluation and suggests a more user-centered interpretive approach. A longitudinal study that examines evaluation through the information-seeking behavior of 22 case studies of actual users is described; and relevance judgments, effectiveness ratios, and analysis of document failures are…

Describes a study conducted at Punjab University (Pakistan) that measured the rate of availability of documents needed by users based on Paul Kantor's model of availability analysis. Results are compared with four studies conducted in the United States using the same methodology, and factors related to document unavailability are discussed.…

Investigated psychometric properties and correlates of Students' Life Satisfaction Scale with adolescent sample (n=222). Individual differences in global life satisfaction were not associated with age, grade, or gender but were associated moderately with socioeconomic status. Measures of family-related self-concept were greater predictors of life…

Discusses serving library-patron needs in terms of customer service and quality control. Highlights include tools for measuring the quality of service (e.g., the SERVQUAL survey), advisory boards or focus groups, library "service statements," changing patron needs, new information formats, and justifying depository library services. (JAK)

A survey of 518 service providers found high levels of knowledge and adherence to values of inclusion regarding the need to provide opportunities for engaging consumers with disabilities in community daily activities and rights for services. Employees had less knowledge of activities intended to provide opportunities to make choices. (Author/CR)

To determine the impact of program structure on new teachers' employment and program satisfaction patterns, data were collected from 152 students who completed three routes to licensure: a graduate-level, 10-month program; a traditional undergraduate program; or a Professional Development School (PDS) operating within the traditional program.…

An ethnographic study of families (N=30) receiving genetic counseling explored participants' perceptions of the process. Focuses on respondents' confusion about the meaning of medical terms. Although clients approved of the way information was presented, terminology was often confusing or frightening. Specific examples are presented and discussed.…

A population survey was undertaken to study infertility in Gambia. All infertile women in 24 randomly selected enumeration areas were assessed. Problems faced, coping mechanisms employed, and types of health care available were examined. Patterns of consultation with traditional versus formal health care and rural/urban differences were uncovered…

Discusses the decline in reference statistics in academic libraries and considers the role of access to information via the Internet. Highlights include patron expectations and demands; commercial Web reference services; and virtual reference desk software so libraries can offer 24 hour service, including public libraries. (LRW)

Contends that the corporate literature on customer service is significantly applicable to academic libraries, and chronicles the development, implementation, and evaluation of a customer pledge at the Wright State University Libraries in Dayton, Ohio. The text of the fall 1995 version of the service pledge is appended. (BEW)

The 1995 CASE (Council for Advancement and Support of Education) Survey of Institutional Advancement, responded to by 969 advancement professionals at institutions of higher education, examined demographics (sex ratio, minority members); professional backgrounds; job satisfaction; salaries (now averaging $53,000); salary disparities; and the…

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.…

Discussion of the appropriateness of evaluation criteria and measures for information retrieval focuses on a study that investigated the appropriateness of 20 measures, including precision and recall, for evaluating interactive information retrieval performance representing 4 major evaluation criteria. The importance of user satisfaction in…