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The article addresses how a traditional Public commuter college library in the Bronx began making strides to automate student ID barcodes so online library access was granted without in person registrations. How does a barcode number get generated for an individual student and what offices need to be included in automating a library account? The author discusses the College's expansion of its online education program, strategies to serve this community and the eventual development of a digital ID card allowing students instant access to online resources. The article also reports data from a trouble ticket system developed for patron log in issues using Libwizard from Springshare. [ABSTRACT FROM AUTHOR]

In response to the COVID-19 pandemic, the Oklahoma State University Library developed an open-source application to record real-time building capacity. Library student security tracks building entrances and exits via the program, with current visitor numbers appearing on the library's website via an API. This effort helps administrators have a clear picture of building capacity during opening hours for data-driven decision-making and provides users information regarding the library's level of activity. [ABSTRACT FROM AUTHOR]

A library should be accessible and provide inclusive services. This is a challenge for many developing countries. However, with limited funding and infrastructure, there have been concerted attempts to mitigate this challenge. This paper focuses on mini-libs as a possible solution for library users with print disabilities. A case study approach is used to focus on a South African partnership between the North-West University and the North-West Provincial Department of Arts and Culture. Funding was sought to establish and support mini-libs in the North West Province community libraries through a leading South African petroleum company. Using a qualitative approach, the study investigated the implications of establishing mini-libraries (mini-libs) as a possible solution. The main results identified challenges in resource provision, negative attitudes in library staff, and accessibility to the min-libs. Training for both library patrons and library staff is recommended to resolve some of the challenges reported. The paper also recommends that resources be allocated for the mini-libs to be relevant to the library patrons. [ABSTRACT FROM AUTHOR]

In most libraries, the Circulation Desk and the Reference Desk have a complicated relationship. Their physical proximity to each other can affect where patrons go to get assistance and what kinds of questions they ask. Murphy Library at the University of Wisconsin—La Crosse has had the Reference Desk in three different locations in the last five years. In this article an analysis is provided that examines how the different locations have affected the nature and number of questions asked at the Circulation Desk. [ABSTRACT FROM AUTHOR]

In fall 2019 the Access Services and User Engagement librarians at the Woodbury University Library undertook to identify campus library marginal and nonusers among faculty and students. We administered an online survey and conducted follow-up, one-on-one interviews in an effort to understand: (1) Why some Woodbury community members visit the library and/or use its physical and/or digital resources infrequently or not at all; (2) Whether and how these marginal and nonusers secure the resources necessary to teach or learn successfully at Woodbury; (3) Whether and how these marginal and nonusers acquire the research competencies necessary to teach or learn successfully. We additionally utilized data from past responses to the library's annual user survey in order to define and contrast marginal and nonuse with regular library use. Investigations into the behaviors of library marginal and nonusers are rare and have generally focused on how libraries might better market their collections, services, and spaces. We expanded our focus to include identification of services and resources available to University community members outside of the library with a view toward understanding what other entities might be better suited to provide and, thus, how we in the library might re-formulate our unique value proposition. [ABSTRACT FROM AUTHOR]

A discussion of long-term thefts in the library suggested creating a highly punitive policy that captures the dynamics of the context through a holistic approach. The study inquired about how the penalty regime affects the attitudes of students and library staff toward fines. Data was collected through in-depth interviews to reveal three groups' attitudes: offenders, principled users, and staff. Twenty staff were interviewed, and forty of the students interviewed were registered users, 20 of whom had previously been fined for attempting to steal books, while the rest had no record of policy violations. The findings show that 30% of students were aware of the existence of the written policy only after being punished, which indicates that they were not given proper library orientation at the outset. The paper discusses how heavy fines and banishment from the library impacted attitudes toward the services offered in the building. Feedback from participants can be part of an early warning system used to maintain a high-level of service quality minimizing security issues. [ABSTRACT FROM AUTHOR]

The objective of this article is to describe an operating hours study conducted via survey at the Schusterman Library, a small academic library located at a branch campus of the University of Oklahoma. Survey responses indicated that although a small majority of library users were satisfied with the hours, there was also a strong desire for increased library access on weekends. As a result of this survey, Schusterman Library administration decided to reallocate five hours from weekday evenings to Saturday mornings. This change in operating hours was evaluated with a follow up survey and an analysis of gate count data. [ABSTRACT FROM AUTHOR]

The COVID-19 pandemic, which hit academic libraries in the United States during the spring semester of 2020, forced librarians and staff to redouble their efforts to reach out to users in light of newly enforced safety measures such as building closures, quarantine periods, enforced social distancing, etc. This article describes three services—one adapted, one newly developed, and one a collaboration across several units on campus—to allow users to continue receiving the assistance and the materials they needed despite the obstacles inherent to the pandemic. Unexpectedly, these changes also helped streamline processes in a post-pandemic academic library environment. [ABSTRACT FROM AUTHOR]

Noise in academic libraries has been a consistent concern of library staff and library users. This concern has intensified as libraries have emphasized their role in supporting student learning, including learning that occurs in a busy, collaborative environment. Studies of acceptable library noise levels have traditionally been conducted in areas where quiet was expected. This study adds to the literature by studying ideal noise levels for a busy, collaborative study space: the library learning commons. [ABSTRACT FROM AUTHOR]

Despite the clear negative impact of high textbook costs on students, limits—including space, funding, and policies—prevent many academic libraries from fully supporting textbook collections. Partnering with other campus units on textbook lending requires creative thinking but can provide students access to other services in addition to the books they need for class. This article describes a partnership between an academic library and a student services unit to provide support for a noncustodial textbook lending program. [ABSTRACT FROM AUTHOR]

This article reports on a study of how long library patrons at 28 college and university libraries kept books checked out before and after a policy change allowing for longer circulation periods and more renewals. The behavior of most patrons remained similar before and after the policy change, with only a slight (7–14 day) lengthening of the length of circulation for many patrons. A significant minority of patrons made more extensive use of the longer loan periods, demonstrating the usefulness of the policy change for many users. [ABSTRACT FROM PUBLISHER]

A multiple methods study was conducted over three academic terms during the 2015 fiscal year at Santa Clara University Library to assess the impact and value of overnight library hours. A survey was conducted after midnight during times the Library was open 24 hours, five days a week (24/5), the last two weeks of the quarter. The survey was further informed by patron counts conducted hourly by library floor and type of activity. Survey questions were based on Sowell and Nutefall's study (2014); activity counts used categories similar to Johnson and McCallister's overnight study (2015). This SCU research queried service needs in overnight hours, finding, as others studies have, that late-night users are primarily seeking a quiet space with comfortable amenities conducive to concentrated study. This conclusion was supported by patron count data that documented user activity between midnight and 7 a.m. showing patrons overwhelmingly working on personal laptops (53%) or library PCs (14%). Over 90% of respondents strongly agreed (66%) or agreed (27%) with the statement that “having the ability to use the Learning Commons/Library during the overnight hours (midnight-7 a.m.) has made a positive difference for me academically.” [ABSTRACT FROM AUTHOR]

This article will describe how merging service points in an academic library is an opportunity to improve customer service and utilize staffing resources more efficiently. Combining service points provides libraries with the ability to create a more positive library experience for patrons by minimizing the ping-pong effect for assistance. The Access Services Department at the University of North Texas Libraries was charged with management of the circulation and reference services offered at the service desk. Streamlined planning and modernized management of the desk and its impact on customer service in a changing library environment will be discussed. [ABSTRACT FROM AUTHOR]

In the summer of 2010, to provide a “one-stop shop” service point to Woodruff Library patrons, the Circulation, Reference, and Learning Commons (LC) desks merged into the unified Library Service Desk (LSD) under Access Services. Last year, due to organizational changes in the library and IT, and anticipated support needs of the new LC spaces and technologies, Student Digital Life opened a separate LC Technical Support desk. The lessons of the year of the two desks, funding considerations, and the persistent goal to streamline the experience of our patrons resulted in transitioning the functions of the LC desk to LSD, thus evolving it to new organizational and operational levels. [ABSTRACT FROM AUTHOR]

This article discusses a public service review and redesign that resulted in a blended service desk combining reference and circulation functions, staffed by nonlibrarians. The redesign implements a number of organizational structures that encourage service excellence, as found in the business literature and in examples of nonlibrary organizations that excel in customer service. The article identifies key organizational structures that have been shown to support or hinder good service and discusses the process of implementing these structures in practice and the results of an assessment process designed around determining success. [ABSTRACT FROM AUTHOR]

This case study examines patron record privacy and the Family Educational Rights and Privacy Act (FERPA) within a consortial environment. FERPA requirements were examined, as well as college and library policy and procedure. It was determined that information in library patron records is directory information and, under most circumstances, does not need FERPA protections. However, the needs of the confidential student, who requests confidentiality of all information, including directory information, were identified as not having been addressed. Reed Library adjusted policy and procedures to meet the needs of the confidential student and fulfill FERPA requirements. [ABSTRACT FROM AUTHOR]

The University of North Texas Libraries provide extensive online access to academic journals through major vendor databases. As illustrated by interlibrary loan borrowing requests for items held in our databases, patrons often have difficulty navigating the available resources. In this study, the Interlibrary Loan staff used data gathered from the ILLiad interlibrary loan management system to investigate why patrons request locally available materials. This study resulted in recommendations for the Libraries' linking strategies in EBSCOhost databases. Several user education needs were identified and communicated to the Libraries' Subject Liaisons. [ABSTRACT FROM PUBLISHER]

The academic library, given its often privileged position on campus, is the information source that can include directional as well as general campus facts among the myriad of print and e-resources for reference. Also, an academic library's audiences can be quite varied and include prospective students or parents seeking more general knowledge of the building and the campus. Many times this need for information drives patrons to the library service desks. Sometimes, especially during the high-demand seasons of new student orientation and beginning of the fall semesters, the desk is so busy that many patrons will leave because they don't have the time to wait. To address this immediate need for information, Texas Tech University Libraries developed an interactive kiosk to provide general information for frequently asked questions in a more efficient, creative, and interactive way. The kiosk provides a fun method of satisfying a patron's information needs without the requirement of a staff member or the need to wait in line for help. The kiosk is available as long as the Library is open and provides a variety of useful answers to general questions, as well as facts about the Library. [ABSTRACT FROM PUBLISHER]

During the Fall 2013 semester East Carolina University's main library piloted 24/5 hours of operation by opening on Sunday morning and not closing until Friday night. This article details the planning and execution of the pilot program, as well the findings from the data collected during the overnight period by people-counting cameras and a university identification card reader. The data reveal library usage during specific days and hours of the overnight period, usage during specific periods of the semester, and the demographic information of overnight undergraduate and graduate student users. [ABSTRACT FROM AUTHOR]

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 undergraduate and graduate students. Two different assessments are implemented: a directory survey and a tally of the directional questions received at multiple help desks. Results show that the majority of students prefer to speak with a human being when attempting to locate something in the library; however, the directories are seen as helpful. The results have immediate implications on staffing practices and directory design. Future research is discussed as FSU continues to assess access and wayfinding and the cognitive process of students as they navigate the library building. [ABSTRACT FROM AUTHOR]

Generating, collecting, and analyzing building usage statistics can greatly increase the ability of an access services unit to meet the changing dynamic of patron needs in an academic library. By analyzing three different data points, the Access Services Unit in Malpass Library at Western Illinois University was able to determine the most effective and efficient way to deploy the student workforce to meet the demonstrated needs of the patron population throughout the day. This article will examine those data points and how they were analyzed in order to improve the services provided by the Access Services Unit. [ABSTRACT FROM AUTHOR]

Every U.S. state and the District of Columbia has a law on the books that protects a library borrower's privacy, both an ethical and legal obligation of the library. In addition, FERPA further restricts access to users’ records. Getting the message across to staff can be a challenge, especially if you employ students or volunteers who may not share your strongly held sense of professional responsibility or nuanced appreciation. Using scenarios, or minicase studies, based on real-life experiences to generate discussion and expand the scope of their understanding can be a very effective way to transmit the message. This article outlines the method used at Penn State University Libraries to instruct frontline staff on policy, law, and the ethics of protecting the confidentiality and privacy of library users. Pedagogy of case study is discussed. Advice on designing a training session and examples are provided. [ABSTRACT FROM AUTHOR]

The University of Denver's Penrose Library saw a substantial increase in use as a result of several new and enhanced services over a six-year period. In turn, longer operating hours and increased staffing for a 24-hours-a-day, five-days-a-week (24 × 5) operating schedule was funded. This case study analyzes student need for longer library hours and the key factors used to justify additional staffing and enhanced hours of operation. [ABSTRACT FROM PUBLISHER]

Too frequently, and often too late, academic librarians learn of patron experiences involving problem patrons, misdemeanor criminal activity, or poorly secured areas. Regrettably, these experiences can irrevocably diminish perceptions of access to the vibrant learning spaces and services offered by our institutions. This article assesses the current state of security personnel staffing and patron security issues at 25 public, four-year universities in two southeastern states. [ABSTRACT FROM PUBLISHER]

This article is a study of the policies that govern the use of the university library by external users at Indiana University–Purdue University Indianapolis (IUPUI) and 12 peer institutions used by IUPUI for comparative purposes. A search of each institution's Web site was conducted as well as interviews with circulation librarians and managers. Although it was useful to learn of common practices, it was especially beneficial to learn about policies that differed substantially from those in place at comparable institutions. Creative solutions developed to address problems at other libraries can be used to influence policy development. [ABSTRACT FROM PUBLISHER]

The literature is filled with potential uses for Quick Response (QR) Codes in the library setting, but few library QR Code projects have publicized usage statistics. A pilot project carried out in the Eda Kuhn Loeb Music Library of the Harvard College Library sought to determine whether library patrons actually understand and use QR Codes. Results and analysis of the pilot project are provided, attempting to answer the question as to whether QR Codes are worth the effort for libraries. [ABSTRACT FROM PUBLISHER]

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 learning and collaboration seen in the teaching curricula. Through the use of existing technology such as restaurant-style pagers, libraries have the capability of managing space in a fair and controlled manner. In turn, use of pagers in libraries increases customer satisfaction as patrons feel they are being served fairly. This article discusses how the use of pagers helps with space management by explaining some of the different tried models as well as the benefits and challenges of using pagers, and offers recommendations for future development and use of this technology. [ABSTRACT FROM PUBLISHER]

This article updates a previous article published in 1992 that described the role of the access services manager in policy formation. Since that time, the access services department and mission has matured and evolved to a prominent position within the library organization. Technological changes and innovation in the marketplace of wired and wireless electronic products that provide access to the Internet pushed libraries to respond to higher user expectations. The role of the access services manager expanded to encompass management of many of these technology-driven services. This article discusses the multiple roles of the access services manager in the virtual environment. [ABSTRACT FROM AUTHOR]

This article defines the elements of Access Services, explains the importance of those aspects in the library, and proposes a course centered on Access Services for library schools. The areas of circulation, interlibrary loan, course reserves, collection maintenance, and public relations are core components of Access Services. Each of those segments is a key aspect of a library's effectiveness and has a direct effect on a patron's perception of the library. Based on analysis of ALA-accredited Library and Information Science programs and their course catalogs, Access Services has not received the same attention as other areas of librarianship such as reference, cataloging, or archives. A course centered on Access Services would focus on each aspect of an Access Services librarian's job, using real-life experiences, scholarly publications, and new technologies to prepare students for success in the workplace. [ABSTRACT FROM AUTHOR]

The University at Buffalo (UB) and Empire State College (ESC) designed a project that demonstrates the viability of shipping materials directly to the patron, the cost-effectiveness of using UPS for delivering and returning materials, the value of expanded library service to ESC patrons, and the practicality of purchasing-on-demand as a service and collection development model. UB staff provide the service and have access to both institutions' ILLiad clients. Articles are sent via Odyssey. Books not owned by UB are purchased and shipped directly to the patron. The purchased books are added to the UB collection upon return. [ABSTRACT FROM AUTHOR]

This article presents the results of a survey on the impact of the economic recession on access services of libraries in the U.S. in 2009. The survey received over 100 responses. It enumerated the economic problems that affected libraries, including the ability to purchase requested materials, reduction of hours and reduction of services. It also identified the positive impact of the recession on library services, including higher circulation as patrons use free resources and increased use of interlibrary loans (ILL).

This paper takes a theoretical and practical approach in defining the “problem” of homelessness in libraries. The author examines three fundamental problems on homelessness. The three fundamental questions are: (a) Who are the homeless? (b) Why are they homeless? (c) What are their information needs in libraries? These questions are important in the understanding of the challenges that homeless users present to libraries. Libraries can implement proactive steps to meet their needs without compromising the needs of other users. It is possible to overcome the dilemma between serving the majority groups and extending services to special groups like the homeless. Homeless users are not problem patrons by default. They belong to one of the underserved user groups who deserve to be treated with respect. Libraries should be a safe haven and stable learning environment for all users, regardless of their social and living status. Libraries have the social responsibility to promote sensitivity among the public toward the homeless and to be proactive in providing community support to the homeless. Within the libraries, library staff should be trained to assist homeless users to cope with any obstacles in using libraries. In short, inclusion, not exclusion is the only one win-win solution to the “problem” of homelessness in libraries. [ABSTRACT FROM AUTHOR]

This article summarizes discussions on listservs. Topic covered are circulation policies regarding patrons from other colleges, the shelving of sacred books, laptop circulation, Ariel vs email attachment for interlibrary loan, best software for remote instruction, paper copies of ereserves, interlibrary loan privileges for alumni and policies regarding the loaning of new books. [ABSTRACT FROM AUTHOR]

The author contends that the Internet is not a library, nor must it be mistaken for one, despite its proven utility and versatility. He argues that a library is a place where knowledge is organized based on established principles so that it becomes serviceable to its users, and the Internet is a tool that supports the library in providing such organization. The author also discusses the impact of the Internet on students, the drawbacks of using the Internet as an information resource and the role of librarians in providing information.

Laptops have become ubiquitous in academic libraries, as has the practice of circulating laptops for student use. Several studies have analyzed the how-to of loaning laptops, and a number of surveys have focused on how they are being used. However, little has been written of the practical lessons learned; the trial and error of those on the frontlines in academic libraries. The pitfalls of wireless networks, battery life, high demand, and brutal usage make offering such a popular service challenging. The experiences of the University of Houston's M.D. Anderson Library, while possibly not typical, provide a snapshot of the pitfalls involved in making laptop circulation successful. [ABSTRACT FROM AUTHOR]

The Interlibrary Loan department at the University of Mississippi wished to examine interlibrary loan borrowing data dating back to the implementation of the ILLiad system in August 2001 in order to determine why the number of cancellations due to local availability continues to increase. The patron information was extracted in an attempt to determine whether library instruction should be targeted to patrons according to status, department, database, or frequency of ILL use. All 88,376 article and loan requests from 3,975 users were examined for similarities among request cancellations. The authors found that the fastest-growing reason for cancellation of an ILL request is availability in the stacks. The surge began soon after several subscriptions were converted from paper to electronic format. That, plus fill rate data according to the citation source, suggests that the design of certain databases can be a strong indicator of whether a patron will venture beyond an originating database or submit an interlibrary loan, assuming their request is not owned locally. [ABSTRACT FROM AUTHOR]

A content management system (CMS) can facilitate the creation of fully accessible Web sites for people with disabilities. Edimaster Plus™ by Netic Hypermedia Inc. developed a content management system that supports the highest Web accessibility standards. Edimaster Plus™ proposes dynamic content management and search function tools adapted to different users, as well as a wide range of other tools, such as mobile devices, offering advanced functions of text, image, forms, and data table editing. [ABSTRACT FROM AUTHOR]

The Web Accessibility Initiative (WAI) was established to enhance the accessibility of Web resources for people with disabilities. In this article we argue that although WAI's advocacy work has been very successful, the WAI approach is flawed. Rather than WAI's emphasis on adoption of technical guidelines, the authors argue that the priority should be for a user-focused approach, which embeds best practices through the development of achievable policies and processes and which includes all stakeholders in the process of maximizing accessibility. The article describes a Tangram model, which provides a pluralistic approach to Web accessibility, and provides case studies that illustrate use of this approach. The article describes work that has informed the ideas in this article and plans for further work, including an approach to advocacy and education that coins the term Accessibility 2.0 to describe a renewed approach to accessibility, which builds on previous work but prioritizes the importance of the user. [ABSTRACT FROM AUTHOR]

This article describes the characteristics of patrons with learning disabilities (LD) and how these characteristics might affect library use. The lack of services for college patrons who have learning disabilities (LD) in this decade is much like the lack of adequate and appropriate services for high school patrons with LD in previous decades. The old notion that patrons would somehow outgrow LD is still pervasive. The National Learning Disabilities Association definition of LD describes specific LD as a “chronic condition.” Even though some individuals are fairly successful at adopting compensatory mechanisms, they will continue to deal with their specific learning disabilities throughout their lives. Educators are obligated to provide for the needs of patrons with LD across the life span. Given the characteristics of patrons with LD, these patrons must be provided with assistive technology (AT) in order to utilize library resources on an equal basis with their nondisabled peers. AT includes both technologies and special services. [ABSTRACT FROM AUTHOR]

An increasing number of library patrons are hard of hearing. The U.S. Bureau of Census projected that 35 million North Americans would suffer from hearing loss by the year 2005 based on the age-population projections. These individuals would have at one time been labeled as deaf due to the lack of assistive hearing technology such as hearing aids and cochlear implants. The advances in technology have created a new group of individuals who are mainstreamed into society and interested in library services. Libraries must create trainings for these individuals who are hard of hearing. Universal design has been used to create an atmosphere that is not only inviting to patrons who are hard of hearing, but also benefits other patrons with hidden disabilities. Assistive technologies have increased the literacy rates of children, adults, and individuals for whom English is a second language. [ABSTRACT FROM AUTHOR]

An essay is presented about the role and purpose of public libraries. Many libraries are said to be willing to use any strategy to attract users. One public library offers a lot of videogames to attract teenagers. According to the author, libraries seem to have lost any coherent and compelling mission, embracing trends in order to remain popular.

Sooner Xpress service arose out of a need to improve and expand services for library users at the University of Oklahoma. After several years of service for our distance education students, a decision was made to expand those services to include all campus and local users in an effort to streamline retrieval services in the library. Both returnable and non-returnable items are included in the Sooner Xpress service. This article presents the history of the Sooner Xpress service and reports the problems and solutions that have been encountered thus far. [ABSTRACT FROM AUTHOR]

The provision of resource request and delivery services in libraries is being re-designed in response to a shift in patron needs and expectations. The design of these services needs to include definitions of patron needs/expectations, staffing and systems components, and local policies and capabilities. This article includes a review of literature on the use of delivery services, a survey of current practices in interlibrary loan departments, and a review of the policies implemented and technical decisions made at the Z. Smith Reynolds Library at Wake Forest University during the ILL/Document Delivery integration process. [ABSTRACT FROM AUTHOR]

The University of Maryland University College (UMUC) serves a dispersed patron base, and its library has developed, over time, a circulation system for distributing physical research materials to its patrons throughout the United States. This article discusses the development of this system and its associated interface/database management system which links the disparate databases necessary for the processing and shipping of materials. Using the Object Oriented Programming language (OOP) Java, Unified Modeling Language (UML) and interface design techniques, a project team redesigned workflows, created a federated interface that is easy to use and streamlined the distance education circulation process. [ABSTRACT FROM AUTHOR]

Increasingly public use computers are impacting library operations. Libraries need to accept and embrace computers and technology, as another facet of a library's daily operations. This article relates problem scenarios encountered by library staff and customers whenever a computer reservation management/print job system is not in place. It provides insight into the factors management considered before deciding on a computer reservation system. It details the procedures required of staff and customers, analyzes usage and revenue pre and post implementation, and shares staff and customer reactions to a computer reservation/print job system. [ABSTRACT FROM AUTHOR]

In 2004, Sampson-Livermore Library at The University of North Carolina at Pembroke, began circulating laptops to its patrons. After a small pilot project, full-scale implementation occurred and the service proved to be very popular. Policies and procedures were adjusted at several steps along the way to accommodate lessons learned from the circulation desk. Sampson-Livermore Library now circulates laptops, iBooks, portable DVD players, and MP3 players, in addition to peripheral equipment. Circulation of library equipment has skyrocketed, as this has become one of the library's signature services. [ABSTRACT FROM AUTHOR]

Beyond collecting traditional circulation statistics, tracking in-house use of library materials is a significant measure of how patrons use our resources. In our pilot project, Lending Services staff members conducted nightly pick-ups of library materials left on tables, in carrels, in study rooms, as well as books cast aside in the stacks areas as patrons browsed the book stacks. We obtained a two week sample of these "abandoned" materials, quantifying the in-house use by our patrons while also counting the routine work of our Lending Services department. [ABSTRACT FROM AUTHOR]

Special-subject libraries can be particularly intimidating for casual and seasoned patrons alike. Music libraries, with their variety of materials, formats, and vocabularies, can present particular challenges for the user. With this proposal for a model of service delivery, as well as many tips gained through experience working the front-of-house in a large academic music library, music library Public Services staff can significantly enrich the patron experience, which, in turn, will pay tangible dividends and enhance the stature of the music library on campus. [ABSTRACT FROM AUTHOR]

While offering duplication services from within an Access Services department can present unique challenges, it can also make for a successful enterprise that not only provides essential goods and services to the campus, but also serves as a way to attract more patrons to the library and promote the other excellent services and resources contained therein. However, lacking a thoughtful approach a copy center can be a drain on the library organization. Therefore, it is imperative that administration approach a concern such as this with a flexible, committed, and contemplative methodology in order to succeed. [ABSTRACT FROM AUTHOR]

The article offers information how to deal with problem patrons. According to the article, problem patrons must be diffused to assure safety for those in the library and their ability in using the library resources. In this case, several web sites are provided that discuss on problem patrons and can give direction in handling problematic situations. The web site http://mercury.southern.cc.oh.us/Home/bedwards/introduction.html has a list of crisis prevention tips to diffuse a possible heated situation before it become problematic. The web site www.georgialibraries.org/lib/training/ppt/problems.ppt provides presentation about problem patrons. Moreover, the web site http://slis.cua.edu/sjp/553-probpats.htm takes a positive and succinct approach in dealing library's problematic situations.