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Examines questions related to service quality, satisfaction, and outcomes assessment in academic libraries. Relates the literature of library and information science to each concept, identifies major research methodologies used, and offers suggestions for future research. (Contains 65 references.) (Author/LRW)

Reviews the literature of library and information science to examine issues related to service quality and customer satisfaction in academic libraries. Discusses assessment, the application of a business model to higher education, a multiple constituency approach, decision areas regarding service quality, resistance to service quality, and future research and scholarship. (LRW)

A study was conducted in order to examine the current state of the art in library network delivery of consumer information services and to develop an assessment model for the effectiveness of network delivery of citizens' information. Based on a comprehensive survey of 620 library networks, typologies for both library and non-library networks providing consumer information services were formulated. With the assistance of an advisory group consisting of experts in both library and non-library network activities, a conceptual model was developed for evaluating the effectiveness of information networks in providing consumer information. The model consisted of research questions organized into 13 areas of consideration, and an interview guide was developed for testing and refining the model. Five library and four non-library networks providing consumer information services were selected for in-depth case analyses. These analyses, which were derived from the interview guide, reflected the history and present status of the networks, as well as the short-term and long-term concerns of network staff on the provision of consumer information services. Major similarities and dissimilarities among the networks were evident; the findings of the case analyses were used to modify the original assessment model. The methodology and results of the study are briefly presented in this summary final report. (Author/ESR)

This publication, extracted from a full study report, summarizes the development and utilization of an assessment model for the effectiveness of library and non-library network delivery of consumer information. Consumer information is defined as that needed by the general public to resolve problems within the family or household. The network assessment model is presented in 13 parts with 32 research questions covering: (1) the network's definition of consumer information; (2) types of consumer information provided; (3) availability of information services to consumers; (4) funding; (5) staffing; (6) degree of support from member libraries and administrations; (7) network services; (8) relationships to other networks; (9) network priority on consumer information services; (10) network activities; (11) the relative importance of five criteria in providing information--cost in money, cost in time, and information accuracy, currency, and understandability; (12) publicity and marketing; and (13) determination of user satisfaction. A typology of consumer information networks is presented, as well as a discussion of the selection of nine networks to test the assessment model. A brief description of model limitations precedes a reexamination of the model in light of case studies of the nine networks selected. A summary of network responses to each of the research questions in the assessment model is provided. (ESR)

This two-part publication reports on a study of consumer information delivery by library and non-library networks, which involved an extensive literature review, a telephone survey of 620 library networks, the development of an assessment model for the effectiveness of network information delivery, the development of an in-depth guide for interviewing networks, and case analyses of five library and four non-library networks providing consumer information services. The first part contains: (1) a discussion and bibliography of the literature on library and non-library consumer information networks; (2) a draft assessment model containing research questions in 13 areas; (3) descriptions of the library network survey and the selection of nine networks for in-depth interviewing; (4) the similarities and dissimilarities among the nine networks interviewed; (5) a reexamination of the assessment model in light of interview findings; and (6) study conclusions. The interview guide and network survey questionnaire are appended. The nine case studies presented in the second part analyze the consumer information services provided by Masssachusetts' Community Health Information Network (CHIN), Free Library of Philadelphia, Nassau Library System, OCLC's Channel 2000, Denver's Regional Energy/Environment Information Center, Better Business Bureau of Western Massachusetts, Consumer Education Resource Network (CERN), Massachusetts Executive Office of Consumer Affairs, and Middlesex County Extension Service. (ESR)

In order to identify the information needs of individual residents of the six New England states, telephone interviews were conducted to generate baseline data relating to information providers (e.g., availability, linkage between sources, and institutional barriers to information provision) and information seekers (e.g., problem awareness and articulation, and source awareness). The study examines information seeking needs arising from both work and non-work contexts of 2,400 residents from rural and urban areas in Connecticut, Maine, Massachusetts, New Hampshire, Rhode Island, and Vermont. In particular, it focuses on: (1) information requirements; (2) the various types of information source providers consulted, e.g., libraries, friends, neighbors, relatives, television, and newspapers; (3) the perceived level of user satisfaction with these providers; (4) a taxonomy of barriers to effective information seeking; and (5) reasons for library use and non-use. It was found that many people do not associate libraries with situations in which they have to find out something or solve a problem; if they do use a library, this source is frequently only one step in the information gathering process. It is recommended that libraries determine their unique role in the information seeking process and cooperate more fully with other institutional source providers so that both citizens and other source providers will associate libraries with the provision of information services. A copy of the telephone interview schedule is included. (42 tables, 17 figures) (SD)

Discusses government commitment to information availability and dissemination, presents an overview of policy initiatives guiding information dissemination and agency responsiveness in meeting public-information needs, and notes challenges for the federal government in matching information dissemination and performance indicators (input, output, quality assurance, outcome, impact) to produce a results-oriented government. (PEN)

Provides an overview of government publishing that focuses on the United States national government. Documents the shift from paper to electronic publication and discusses implications. Highlights include public availability and access, propaganda, policy, workshops on information dissemination, preservation of electronic resources, and the National Information Infrastructure and the Internet. (Author/AEF)

This study examines and compares the purpose, content, and form of the problem statement by researchers in disciplines other than library and information science (LIS). Their assessments of the attributes of a problem statement were compared to the literature and an evaluation of problem statements evidenced by researchers within LIS. (Contains 16 references.) (Author/KRN)

Analyzes the information life cycle and traces this concept in policy instruments and the primary and secondary literature. Topics addressed include differing views on the concept of a life cycle; steps of life-cycle management; managing information as well as technology; and the need for further study and development of models. (Contains 97 notes/references.) (JLB)

Examines characteristics of authorship, editorial decisions, and reviewer assessments for accepted and rejected papers for "College and Research Libraries" based on over a decade of private correspondence and reviewer assessments. Comparisons with the wider literature on publishing in refereed journals are made, and directions for future research are suggested. (63 references) (KRN)

Provides an overview of U.S. federal information policy and its treatment of electronic information resources. Highlights include government publications; electronic government information; main providers of government information, including the Government Printing Office; the Freedom of Information Act; public access and use; information resources management; CD-ROM; standards; depository libraries; and user fees. (Contains 190 references.) (LRW)