An instrument for measuring service quality was developed in Singapore's polytechnic libraries, based on previous work done in New Zealand. Focus groups of academic librarians reported on their understanding of service quality. Contrasts between the two instruments are examined. The time lapse between the projects accounts for some variation. A…

The diagnostic instrument SERVQUAL has been developed to measure customer expectations and perceptions of service. This article describes a study that investigated how applicable SERVQUAL is to academic libraries and how influential the study's findings might be in changing concepts of the management of academic library services. Two SERVQUAL…

Investigates strong points and shortcomings of peer and student evaluation of library faculty. Examples of evaluation plans in use at various university libraries are cited, and the instrument used at Southern University-Carbondale's library is examined. A copy of the two-page evaluation form is appended. (CWM)

Compares the operating costs of the CL Systems, Inc. Libs 100 automated circulation system with those of the manual system it replaced. The systems are described, costs defined, methods of data collection explained, and unit costs given. (Author)

Model for evaluation of library reference services examines four elements of reference process: librarians' performance on requests for factual information; knowledge of library policies, procedures, or services; provision of bibliographical instruction; and performance of interviewing techniques. Reference service questionnaire, criteria for…

Fifty-five Association of Research Libraries member academic libraries were surveyed to determine trends in use of commercially available online numeric databases. Databases searched, searchers, users, publicity, library role in relation to numeric databases, and librarians' attitudes toward and knowledge of databases are examined. The…

A survey of 133 academic libraries reveals that most make online bibliographic retrieval services available to off-campus clients at prices higher than those charged to primary patrons. Extra charges are not inconsequential, being approximately $15/search or 38 percent of search costs. Eight references, questionnaire, and list of online vendors…

Reports the results of a survey of 50 academic libraries that have Kurzweil Reading Machines and discusses librarians' responses to both factual and opinion questions about use of the machines. The questionnaire used in the survey is included. (Author/CLB)

Reports findings of a Statistics Task Force investigation at New York University's Bobst Library, which reviewed the collection and publication of statistics and data related to library reference and information services and use of resources, and developed a framework for inclusions, definitions, procedures, and policies for data collection and…

Describes process by which reference service standards were developed at a university medical library and their impact on the evaluation of work of librarians. Highlights include establishment of preliminary criteria, literature review, reference service standards, performance evaluation, peer review, and staff development. Checklist of reference…

The Research Library Group's (RLG) 1985 Conoco Study was designed to measure the possibilities for resource sharing among members. Study of German literature and geology collections showed possibilities for considerable sharing; however, in practice, library acquisitions are based on local needs, and no organized cooperative collection development…

Discusses enduser searching of online databases and describes a study conducted at Ohio State University that compared two methods of assessing the success of enduser searches. Reasons for dissatisfaction are discussed, problems with online searches are examined, possible solutions are described, and further research is suggested. (20 references)…

Discusses the importance of reviews of bibliographies to librarians, identifies common problems with the review process, and proposes a worksheet that will enable reviewers of printed subject bibliographies to address the needs of librarians. The theoretical foundation for the concepts used in the worksheet are discussed. (14 references) (CLB)

Reports on a study of the attitudes toward and skills in conducting library research among undergraduate library assistants. The use of focus groups and individual interviews is described; theories of undergraduate research behavior are discussed; and further research is suggested. (Contains eight references.) (LRW)

Surveyed stakeholder groups in the New Zealand university system to determine each groups' criteria for measuring university library performance. Compared responses of resource allocators, senior library staff, other library staff, academic staff, and graduate and undergraduate students, and found that the groups have different perspectives on…