As access services emerges as a discrete discipline within the field of librarianship, opportunities for access services librarians to meet and discuss the issues facing today's libraries continue to grow. One annual meeting that has attracted less attention over the years is the Ivies + Access Services Symposium. Held at various member…

Research shows that academic libraries can be difficult to navigate and that students are often frustrated with not being able to find the right materials. This current study attempts to identify access barriers in FSU's Strozier Library by assessing the effectiveness of signs and directories, as well as wayfinding patterns of both…

This article describes the process and role frontline access and public service staff play in needs assessment and evaluation of user services, specifically in understanding the voice of the customer. Information includes how the University of Arizona Libraries have incorporated daily data collection into the strategic planning process, resources…

The purpose of this study was to explore the adaptive measures that academic libraries perform when implementing and operating a 24-hour schedule. Five in-depth interviews were conducted with current managerial-level librarians at 24-hour academic libraries. The exploratory interviews revealed similar measures for security, budgeting, employee…

With the migration from Docutek to Ares Course Reserves management system, the University of Denver's Penrose Course Reserves department reached out to faculty at the university through a mixed methods survey to determine their level of satisfaction. The Ares system, reserve-related improvements, and communication results are discussed. (Contains…

The library landscape is changing at a fast pace, with an increase in the demand for study space including quiet, individualized study space; open group study space; and as enclosed group study space. In large academic libraries, managing limited high-demand resources is crucial and is partially being driven by the greater emphasis on group…

The access services staff at Milner Library, Illinois State University, designed a customer service assessment to evaluate how effectively the department was carrying out its mission statement. Areas of assessment included the department's waiting times, helpfulness, and courtesy. The assessment activity focused on circulation services, which is…

Even though Material Bookings modules have existed in some form for over 20 years, studies remain curiously absent from the literature. In an effort to begin this dialogue, a case study of implementing Innovative's Material Bookings module at the University of Nebraska at Omaha's Criss Library is presented. A survey assessing user satisfaction and…

Library customers have more remote information choices than ever before, so we must ensure that when they do come to the library, they experience a welcoming environment, a high standard of service, and receive equitable levels of service across campus. Developing a customer service program was a logical next step to reinforce the ongoing…

This article analyzes a textbook collection project that spanned three semesters at the University of Minnesota. The project consisted of collecting extra copies from professors in several departments and placing the items on reserves for short term circulation; there was a small amount of money dedicated to the project. An analysis of circulation…

This paper is drawn from an empirical, ethnographic study of information and communications technologies (ICT) use among thirteen, low-income twelfth-graders attending a large urban high school and focuses on participants' ICT access in the school library. It examines how library staff members' cultural and gendered perceptions shaped ICT…

This paper reports the results of a survey of student satisfaction with electronic library resources other than the online catalog at Wayne State University. Undertaken in Fall Term 2000 as a class project for a marketing course, a student team designed, administered, and analyzed a survey of a random sample of students. Almost 40% of the…

The digitization of library materials has had a tremendous impact on libraries. By using the Internet, readers can access digital library materials from any place in the world. The BMCC Library started several programs to provide more digital materials to its patrons in the forms of electronic books, periodicals, full-text materials, and webpage…

This case study examines how analyzing inaccurate referrals can provide key insights into managing change. The author analyzes what went wrong in an attempt to identify opportunities for an Access Services department to consider how it might adapt to constant change. She wishes to show how the nature of change today demands that one pay…

The impacts of technology upon traditional library resources are sometimes unexpected. The library at California's University of the Pacific discovered that usage of print materials was dwindling, even though the addition of a 50-station "Information Commons" had bolstered overall library use. At first it was anticipated that the circulation desk…