Aiming for service excellence: Implementing a plan for customer service quality at a blended service desk

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

Giving Credit: How Well Do Librarians Cite and Quote Their Sources?

The practice of citing references is integral to scholarship. This paper focuses on three prominent journals for library science: College and Research Libraries, Library Resources and Technical Services, and Reference and User Services Quarterly. Errors in both citations and quotations were found in all three journals, although no statistically significant differences among journals were discovered. Citation errors of less than 10 percent were found for all three journals, while in total, 30.3 percent of quotations were judged to be questionable in some way. The paper includes recommendations for authors, editors and librarians. It also recommends further study of errors in quotations, which appear more troubling than those in citations