The relatively high use rates and program attendance highlight the public value provided by local libraries at a time of dramatic economic, technology, and demographic change. The Public Libraries in the United States Survey is one important way of examining when, where and how library services are changing to meet those needs. The data, supplied…

A customer contact center offers academic libraries the ability to consistently improve their telephone, e-mail, and IM services. This paper discusses the establishment of a contact center and the benefits of implementing the contact center model at this institution. It then introduces a practical methodology for developing a valid measurement…

With information technologies' pervasive use within all departments and by all staff, libraries and library staff get their fair share of mandated projects. Knowing how to successfully operate in this kind of environment is important to the overall success of the library as a whole. What is meant by mandated project? A mandated project is a…

This article discusses best practices for evaluating open source software for use in library projects, based on the authors' experience evaluating electronic publishing solutions. First, it presents a brief review of the literature, emphasizing the need to evaluate open source solutions carefully in order to minimize Total Cost of Ownership. Next,…

"Sense of place" no longer applies only to the physical library. All students are distance learners to one extent or another, and all distance services must be considered as a single virtual learning commons. Librarians at Bucks County (PA) Community College implement and integrate current teaching, learning, virtual reference, and mobile access…

Any librarian who has managed electronic resources has experienced the--for want of words--"joy" of gathering and analyzing usage statistics. Such statistics are important for evaluating the effectiveness of resources and for making important budgeting decisions. Unfortunately, the data are usually tedious to collect, inconsistently organized, of…

In 2008, we started by pulling a sample of 483 public libraries from across the country, using 2007 public library annual report data. Because small libraries have different needs and resources than larger libraries, we stratified the sample to make comparisons by size, according to the following population groups: fewer than 10,000 served;…

Driven by new digital technologies, the future of learning is increasingly interactive, individualized, and full of real-world experiences and information. Unfortunately, the average school has about the same connectivity as the average American home, but serves 200 times as many users, and fewer than 20 percent of educators say their school's…

People who love books can find entering an Australian library in the so-called "cyber-age" to be an unsettling experience. The first thing you notice is the reduced emphasis on book shelves in favour of empty but architecturally pleasing "public spaces", comfortable cushions, computer terminals, sometimes even new cafes and…

Digital repositories are new tools for documenting the accumulated scholarly work produced at academic institutions and disseminating that material broadly via the internet. Digital repositories support all file types and can be adapted to meet the custom design specifications of individual institutions. A section for community engagement…

Since SC LENDS started operating in June 2009, more public libraries have come on board. All of this on the back end connects to a Mozilla-based staff client that has distributions for Mac OS X and Microsoft Windows, using SSL encryption to keep communications secure and private between remote libraries and the servers hosted at a high-end…

Today's academic libraries must demonstrate their value to cost-conscious university administrators. Budget trade-off decisions that involve the library can be difficult for any university administrator to make, and such decisions are complicated by the recent appearance of massive global digital libraries that seem poised to replace the…

Traditional libraries are being redefined. They are not only places to access books in print, but are also rich resources for digital assets. As a result, technology training programs need to progress beyond basic "mouse and keyboard" in order to meet the ever-changing needs and demands of the public. As library collections transition to…

In this column, the author discusses how the management of e-books has introduced, at many libraries and in varying degrees, the challenges of maintaining effective technical services workflows. Four different e-book workflows are identified and explored, and the author takes a closer look at how particular variables for each are affected, such as…

Self-service is a hit. From gas stations to banks to grocery stores--it has become table stakes for retailers who aim to satisfy an increasingly independent consumer. Libraries are no exception, and, in fact, with their card catalog past, they may well have been in the vanguard in enabling customers to find what they want on their own. Card…