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Purpose: The aim of this study is to analyze the complaints made on the sikayetvar.com portal about libraries and library services in Turkey from different aspects, taking into account the complaint mechanism, which is becoming more important every day in determining customer perception in almost all sectors. Method: Content analysis, one of the qualitative research methods, was used in the study. The data of the study were collected through the sikayetvar.com portal. In this context, 1,256 entries with the expression "library" on the portal between June 2017 and May 2022 were examined. As a result of the preliminary evaluation, 493 entries that were determined to be suitable for the research scope were included. Data analysis was done with the MAXQDA qualitative research program. Findings: As a result of the data analysis, it was determined that most of the complaints were made to the municipal libraries. The complaints were then categorized under the headings of "others", "university library", "public library", "school library" and "national library." Complaints are classified under the title of each library type, with sub-themes under the main themes created as personnel, services, management, physical conditions, and external factors. Implications: While the intensity of the complaints about the libraries reveals some negativities towards the services more clearly, it also points to the existence of the user group who have expectations from the library management, who are interested and demand improvement in services. As a result of the research, it was determined that most of the complaints were about the attitudes and behaviors of the library staff (%16). The complaint texts also reveal the conclusion that users turn to the online platform because they could not get any results because of the complaints they made directly to the relevant institution before filing a complaint online. In addition, a limited number of new service requests and the feedback of institutions in the form of information and response to complaints were determined in the research. Originality: There are various studies on user satisfaction in the literature. The most basic feature that makes this research different from previous studies is that all the complaints examined are based on real events experienced by library users and conveyed by their own words, and complaints made in the online environment, which is becoming more effective and a priority in the complaint mechanism day by day. [ABSTRACT FROM AUTHOR]

Statistical data contributes to strategic planning, creation and maintenance of a library. Such data is critical to the library's collection development decisions. This study investigated the extent to which Rössing Foundation libraries use statistical data for decision-making. The objectives of the study were to establish how Rössing Foundation libraries analyse statistical data, to find out if the statistical data is used for the libraries' management, to determine the extent to which the statistics relate to collection development, to find out if there are any challenges in the use of statistics at Rössing Foundation libraries, and to come up with solutions to the challenges. The study used a case study design and employed a qualitative research approach to collect data from library staff of two libraries within the Rössing Foundation. The target population consisted of 10 library staff and six librarians were selected through purposive sampling. The researchers collected data in two phases through face-to-face interviews. The first phase covered three librarians who were interviewed before the COVID-19 pandemic and the second phase covered the same number who were interviewed after the COVID-19 pandemic. A total of six librarians were interviewed. The findings revealed that the librarians at the two Rössing Foundation libraries in Swakopmund and Arandis were not qualified, and they lacked information and communication technology (ICT) skills. This posed a challenge in compiling reports. Moreover, some library patrons did not follow library procedures. The study was limited to two Rössing Foundation libraries in Arandis and Swakopmund, which are the only public libraries in Erongo region. Although the results from the study may not be generalised to other public libraries in the country, they draw attention to the need for public libraries to document accurate and reliable statistics for decision-making. The results will inform policy at national level. The major recommendation from this study was that Rössing Foundation should hire more librarians with skills and knowledge required to collect and analyse library statistics. [ABSTRACT FROM AUTHOR]

The study examined the roles of the public library in promoting reading culture in Rwanda. Case study research design was used, with both qualitative and quantitative approaches. Data were collected using the triangulation method employing questionnaires, interviews, and observation. Quantitative data was analyzed using Microsoft Excel Office 2010. Thematic method of analysis was used to analyze qualitative data. The study findings indicate that the public library was being used by most library users for reading. Whereby, the majority utilized the library for the purposes of gaining knowledge and relaxation. Additionally, the results show that most of the respondents spend more than one hour in the library reading. The findings also show that most of the library users have habits of visiting the library on a weekly basis. Furthermore, the findings show that the major factors that hinder library users from reading in the library included long distances to reach the public library, financial constraints, and addiction to watching Television and other viewing gadgets. Generally, the study concludes that public library helps to promote the reading culture among library users despite the factors that hinder effective reading culture. Thus, the study calls for library management to establish several branches of public libraries or mobile public libraries so that library users will not need to travel a long distance to find a public library. Moreover, the public library should make sure that it equips with reading materials that have titles that relate to users' needs but also with the language that is familiar to most of its users. Furthermore, reading materials that are received as gifts or donations should be aligned with the collection management policy. [ABSTRACT FROM AUTHOR]

This study examines the influence of library service quality dimensions (i.e. service affect, information access, library as place, and personal control) on user satisfaction, as well as user satisfaction on user loyalty. Data were drawn from 349 library users from a public university library in Ghana. The hypothesized relationships were analyzed using structural equation modeling. The study revealed that with the exception of library as place all the service quality dimensions had a positive significant relationship with library user satisfaction. The study further established a positive significant relationship between user satisfaction and user loyalty. The practical implication is that the attainment of library user loyalty is possible when the management of libraries improve the level of user satisfaction with services. This study is one of the few on assessing library service quality, customer satisfaction, and user loyalty in a developing country context. [ABSTRACT FROM AUTHOR]

How do today's users utilize large print collections and why? A survey of adult large print users at one mid-size public library explored their preferences and reading habits. Respondents fell into two user groups, those who need to read in large print because of sight issues, and those who utilize large print for other reasons, such as copy availability and ease of reading. Overall, adult large print users were more likely to be female, between the ages of 40–90, heavy readers, frequent visitors to the library, and to prefer print format over eBooks or audio. [ABSTRACT FROM AUTHOR]

The goal of the administrative team of the Milwaukee Public Library (MPL) is to create policies that ensure successful use of the library services and collections on an uninterrupted basis by all the members of their community. The team has pursued strategies over a period of years to address potential barriers to use caused specifically by overdue materials and subsequent fines. The latest of these strategies produced a data set, available to MPL through the shared Milwaukee County Federated Library System, that allowed authorized MPL staff, in partnership with the School of Information Studies of the University of Wisconsin–Milwaukee (SOIS), to engage fine-constricted patrons in a review of library policies. Utilizing a telephone survey and focus groups, MPL/SOIS identified a constellation of issues that affect patrons' use of the library beyond the single question of fines to engage the broader question of the impact of policies. Patrons indicated a desire for more communication strategies initiated by the library and an elimination of the collection agency and the associated fee, as well as a concern about who benefits from the fines that are collected. They also identified an underlying value for the library that supports that use. This dialogue produced a study that extends beyond simply the elimination of "barriers to use" to a more affirmative approach of supporting not just access, but relationship between the library and their patrons. [ABSTRACT FROM AUTHOR]

It is believed that hybridity applied to public libraries can improve information management processes. The research problems are: can information management be influenced by the concept of hybridity? How can hybridity contribute to the improvement of information management processes in a public library? Therefore, the objective is to analyze how hybridity can contribute to the improvement of information management processes in a public library and, through this analysis, to propose guidelines for information management based on innovation and with hybrid characteristics. For this, it is a qualitative research, exploratory and practical and theoretical. It was found that more than a process aimed at identifying needs, mapping, collecting, organizing, storing, accessing and sharing information, efficient information management in libraries based on the premises of hybridity can be defined as a management philosophy that aims to articulate people, tools and ideas for creating projects that will provide greater comfort and access to information for users. [ABSTRACT FROM AUTHOR]

Besides the collective role of the library catalogue, by using technology it has also become important equipment for simplified searching within the library collection by library users. Being in order, the catalogue reflects a qualitative library, and it can contribute to a satisfying user experience. COMARC/H architecture, among other functions, provides a unified way of recording the quantity and location of the library stock within the library catalogue. The article points out the basic meaning of regularity of the data, put into the library catalogue, and also the meaning of professional knowledge and workplace responsibility at every point of work in the library, that results in a qualitative library catalogue. The library collection stocktaking as a part of the supervision is being placed into the process of library collection management, which, if done regularly, brings out a relevant and user-friendly library collection. The article shows the procedure of the library collection stocktaking using COBISS3/Inventura software architecture, used in a small public library. There are also some results of the library collection stocktaking added, showing a very small share of actually missing items. [ABSTRACT FROM AUTHOR]

Purpose. The paper presents library programs and remote services of the Public Library "Petar Preradović" Bjelovar during the COVID-19 epidemic in the period from March 16 to April 24, 2020, when the library was physically closed to users. The adapting of the library to emergency situations in the context of designing and implementing remote services is considered, as well as the remote communication of the library with its users using communication media and channels based on information and communication technology. Methodology. The methodological approach to the topic is presented in the research of the literature related to library management in crises and distance library services. Furthermore, an important topic covered by the literature is the media communication of libraries in crisis situations. This paper brings a synthesis of this research, i.e. a critical reflection on the topic with some examples of good practice. Results. By inspecting the relevant professional and scientific literature and through examples of good practice, it was noticed that the remote services provided in public libraries could more or less successfully implement various services that do not require physical presence of the users in the library. Likewise, these services can be further promoted and developed in collaboration with the local joint media programs, with the help of communication channels based on information and communication technology. Value. The paper emphasizes the importance of adapting library operations to extraordinary situations, in this case the COVID-19 epidemic, both in theory and in practice. Furthermore, the paper highlights examples of good practice that should serve as an example to other librarians in setting guidelines for designing and implementing distance services. [ABSTRACT FROM AUTHOR]

The relationship between OCLC Online Computer Library Center and its member institutions worldwide is formalized in the Members Council. This body, representing OCLC's constituent networks and service centers, has a key role in helping the OCLC Board of Trustees and management determine the future direction of the cooperative. Its core responsibilities include electing six trustees to the fifteen-member Board, and approving or rejecting changes to OCLC's Articles of Incorporation and Code of Regulations, the corporation's founding documents. The Members Council also represents the interests of libraries to OCLC. While the Board, Council, and management do not agree on all issues, their relationships are characterized by extensive interaction and mutual respect. [ABSTRACT FROM AUTHOR]

This article describes the opportunities, challenges, and results of a vendor-library development project to create an ecommerce' tool as an integrated facet of Innovative's Web OPAC. Westerville Public Library was engaged with the software development process from the outset, communicating administrative, technical, and service issues and needs while also testing the product with its customers. The project culminated in early 2004 with the installation of Innovative's Ecommerce product and resulted in the collection of large payments online and an increase in total fine revenue collected. Most notably, the team found that Ecommerce gathered nearly a quarter of all fines collected in 2004, and almost one-third of fines collected in the first half of 2005. The participants reflect on the nature and history of the partnership, outcomes, best practices, and future plans. [ABSTRACT FROM AUTHOR]

The purpose of this study is to draw a network among the keywords used in public library studies in the LIS field in Korea using a social network analysis method. To achieve the purpose, this study (i) analyses the keywords used in LIS peer-reviewed journal articles on the subject of public libraries, (ii) finds the important keywords of public library studies based on network perspectives, and (iii) compares the keyword network of public library studies for the most recent five years with the keyword network of public library studies of different time periods. Through a keywords analysis of public library studies, the following research trends have been found: (a) Korean public library studies have mainly focused on management issues; (b) there has been much discussion about library cooperation between public libraries and other kinds of libraries; (c) the subjects of research related to evaluation have been diversified as a result of influence from the fields of management and business; (d) scholars became interested in special users; (e) many studies paid attention to human resources issues in public libraries; (f) there have been many studies that are focused on small libraries; and (g) considerable research has been related to lifelong education, in particular, during 2001-2009. In addition, through comparison of the keyword network of public library studies for the most recent five years and the keyword network of public library studies for different time periods, the researcher finds that (i) keywords have both similarities and differences, and (ii) socio-environmental factors influence the research trends. [ABSTRACT FROM AUTHOR]

The author discusses responsibilities and collaboration between Information Services (IS) and Access Services (AS) staff in an urban public library system. Topics explored include the challenges associated with working at a large urban library that serves a significant number of people, the need for AS staff to gain understanding of reference inquiries of library patrons, and the promotion of cooperation between IS and AS staff by library management to settle performance issues and competition.

A public library is aimed to provide services to all age groups of a community. Thus, it should attempt to meet the specific needs of each user age group. The article is based on the empirical analysis of statistical data of the Bežigrad Public Library for the year 2007, a year before the integration of all Ljubljana public libraries and the merge of membership database took place. The lending of library collection arranged by the potential user age groups was analysed and consequently the suitability of shelf arrangement was evaluated. The results showed the circulation of users in the individual library departments when borrowing fiction or non-fiction. [ABSTRACT FROM AUTHOR]

Purpose - There are two main purposes in this paper. The first is to explore possible relationships between adoption of management tools in a broad sense, the organisational culture and the character of leadership in libraries. This is a very important area because management tools are diffused, interpreted, translated and implemented in many other ways than intended. The second purpose is to present some major findings of nation-wide studies done on these topics to raise awareness about the complex relationships and context that influence chance processes in libraries. Connected to these purposes is also the intention to introduce elements of some institutional theories that have been rather neglected in the more rationalistic literature on, for example, performance measurement. Design/methodology/approach - The paper is based primarily on a comprehensive leadership survey conducted in Denmark in 2007 and on a qualitative study based on extensive interviewing of directors and staff members from 24 public libraries. Some supporting material from earlier leadership surveys is included. The theoretical frame for this paper is theories of isomorphism, management standards and recipes together with a model of organisational culture. Findings - The main findings supports some of the newer theoretical literature concerned with isomorphism, translation and diffusion of standards and recipes, namely that the variation is great and that some of the processes are heavily influenced by the organisational culture in which leadership plays an important role. It is also important that the paper emphasises that management tools, whether performance measurement instruments or technological devices, possess both a technical and a symbolic aspect. Research limitations/implications - The paper reports findings from both a survey and extensive interview research. This implies that only few of the results could be analysed and that the analytical level at some places takes the character of an analysis of tendencies. Originality/value - The paper reports on several leadership surveys conducted since 2001 in Denmark and the UK. The paper also reports qualitative interview research with 24 library directors and 75 staff members. This research is the first of its kind in Scandinavia and the theoretical perspectives make it also of interest to researchers and professionals outside Scandinavia. [ABSTRACT FROM AUTHOR]

Purpose - The purpose of the paper is to discuss the relationship between the concepts of social capital and organisational effectiveness in a library setting. Design/methodology/approach - The concepts are discussed in relation to two studies of information behaviour. One of the studies is a local public library study and the second is a nationwide survey into high school students' information behaviour. Findings - The data indicate a discrepancy between the development of (especially) public library services and the perceptions of a library in the mind of both users and non-users. Research limitations/implications - It has only been possible to raise a few questions on the basis of the two surveys. However, these questions relate to the theoretical concepts introduced in the beginning of this paper. Originality/value - The paper highlights discrepancies that need to be remedied if the trust that is so important for public institutions is to continue to be at a high level. [ABSTRACT FROM AUTHOR]

Public libraries are supposed to provide a wide range of literary materials of all difficulty levels to their users. Here we encounter a dilemma whether it is possible to establish difficulty and quality also as a criterion of systematic classification of literature. In order to get and answer to that dilemma, it is necessary to define the relation between quality and difficulty, as well as the level of possible objective evaluation of literature in accordance with such criteria. Any eventual introduction of such literature classification criteria should be also discussed from the point of view of library management. [ABSTRACT FROM AUTHOR]

The author examines the evolution of the current Australian demographic and its implications for the delivery of public library services. The ‘baby boomers’, the generation born between 1946 and 1961, are the next cohort to be seriously in need of housebound services, and the characteristics and likely needs of this group are considered with particular reference to the public libraries of Adelaide. This case study report presents the findings of interviews conducted with 14 public libraries in metropolitan and regional Adelaide who currently provide a library service to their housebound patrons, including both quantitative and qualitative methodologies to gather data. The chief method used was open-ended interviews conducted with the librarians responsible for the provision of this service at each of the participating libraries. The interviews were conducted between April and September 2004. Other methods used included observation in the field and document analysis of strategic planning reports, volunteer information pamphlets, client information pamphlets and census data generated by the participating libraries. [ABSTRACT FROM AUTHOR]

Purpose - To show that many of the old ways in which people think about libraries are not based on fact, but rather on fiction. Many ideas that library managers hold to be truths are, in fact, baseless assumptions about library operations. Design/methodology/approach - Uses six examples of how library management often applies old approaches to the detriment of the library's future. After describing these examples, the truth about them is revealed as each one is examined and their fallacies are laid out. Findings - There are many assumptions that play in managing a library. Some of these are not based on fact and, as such, need to be discarded. Originality/value - Challenges managers to seek out the facts rather than base library policy on assumed truths. Even paradigms that may have once been true are not necessarily valid in today's library environment. [ABSTRACT FROM AUTHOR]

This article outlines the steps for establishing an effective patron behavior policy, one based on existent state and federal law. Along with delineating the process, the authors suggest draft language that library leaders can use as they draft their own policies. This policy language has the advantage of having been used successfully in a library that deals with many patron behavior issues on a weekly and even a daily basis. The authors also point out the importance of using knowledgeable legal counsel in formulating and training staff to administer a behavior policy that works consistently. [ABSTRACT FROM AUTHOR]

The article discusses the campaign launched by the North Olympic Library System(NOLS) in January, 2018 to enhance staff education and patron engagement increasing the digital downloadable circulation in libraries involving forty five public libraries in Washington, called the Washington Anytime Library. The Campaign features several components such as staff training, scheduled programs and monitoring the checkouts.