Discusses the determinants of the quality of library services, the difficulties involved in attempting to measure quality, and the need for the profession to explore methods to improve library service quality. (CLB)

In September 1981, Carnegie-Mellon University Libraries inaugurated a Question/Comment Board, soliciting from users their suggestions, opinions, and complaints, and prominently displaying the libraries' responses to these queries. This technique has proved to be an effective method for identifying users' perceptions of libraries (i.e., physical…

Reports results of a survey of 800 library staff members on aspects of library work that they find stressful. The findings include sources of satisfaction and stress for all participants, and sources of stress specific to public services librarians, technical services librarians, and support staff members. (CLB)

Reports reflections of library school reference teacher who practiced for year as day-to-day reference librarian. Highlights include ideal reference librarianship; concepts helpful in explaining low morale; changes in basic reference service elements (information resources, clients, librarians); current coping strategies; and ways in which to cope…

Discusses the need for reference librarians to learn reference materials well enough to be able to review materials and correctly refer patrons to information sources. The review process is outlined and some evaluation of current reference services is provided. (CLB)

A survey of Library of Congress staff following implementation of four optical disk reader stations measured their satisfaction with training, documentation, equipment and printing, and system reliability and usefulness. Staff found no major flaws with the system, and they saw its usefulness primarily as an access tool. (CDD)

Detailed profiles and comparisons of European databanks being marketed in the United States include marketing strategies, subject content, number and types of databases offered, cost information, value added services, and more. Users' views of the viability, ease of use, and strengths and weaknesses of European databases are presented. (CLB)

Describes a study that compared the quality of reference services provided by reference librarians and paraprofessionals, using patron satisfaction as the measure of success. Factors associated with satisfactory service are identified, and suggestions for the effective use of paraprofessional staff are presented. (4 references) (CLB)

During the spring semester of 1987, the University of Arizona implemented an experimental information desk as a means of improving the quality of service to patrons by relieving congestion at the reference desk. Services at this desk, which was staffed by reference personnel during the first phase of the project, included serving as the initial…

Describes a study that used the shelf availability research methodology to identify and quantify the causes of users' failures to identify and locate library materials. The factors resulting in unsuccessful searches are discussed, and recommendations for reducing these factors are made. (26 references) (CLB)

Describes the downloading capabilities of the WESTMATE version of the WESTLAW retrieval system and compares WESTLAW to LEXIS in terms of downloading functions and costs. The steps involved in WESTLAW access with standard communications software are outlined, and sample screen displays are appended. (CLB)

Describes a survey of librarians in the California State University that examined the extent of professional staff participation in decision making. Organizational structures that facilitate participative management are identified, and librarians' perceptions of its degree and effectiveness are discussed. (6 references) (Author/CLB)

In order to evaluate its library instruction program, a postal survey was conducted of students who participated in library orientation courses at the Technische Universitaet Wien (Technical University of Vienna) in Austria during the winter term of 1982/83. The orientation courses consisted of a 1-hour lecture on use of the library and a library…

Discusses the flaws in online catalogs that lead to ineffective library use, including confusing subject access, outmoded classification systems, lack of authority control, split files and closed catalogs, lack of both menu and command modes, and lack of circulation information. Recommendations are made for improving library catalogs. (EM)

The Association of Specialized and Cooperative Library Agencies (ASCLA) formed an Americans with Disabilities Act (ADA) Assembly in 1992, and one of its first projects was to prepare this publication by collecting samples of library-produced ADA-related documents. Its aim is to help libraries increase levels of compliance and public awareness. The…