Home  Publications  Library Administration & Management Magazine  VOLUME 16 NUMBER 1 WINTER 2002

VOLUME 16, NUMBER 1, WINTER 2002

Administrators’ Update          

President’s Column/Editor’s Keyboard

Interview

Measuring Library Service Quality with a Focus on the LibQUAL+ Project    4

An Interview with Fred Heath

Carolyn A. Snyder

Articles

Improving Service Quality with a Library Service Assessment Program  8

Karen Chapman and Kate Ragsdale

Assessing Customer Demands

Making Changes That Count             16

Susan E. Hahn, Pat Weaver-Meyers, and Michael Bolin

Library Staff Development and Training for Assessment of Services             24

Dawn Ventress Kight and Carolyn A. Snyder

A New Look at Job Satisfaction             28

Gail K. Dickinson

Features

On Managing 34

Prestissimo Leadership

John Lubans Jr.

Small Change: Finance and Accounting in Libraries       38

A Visit to the Principal

Understanding and Negotiating Better Loans       

Herb Snyder

The Truth Is Out There           40

Managing through Tragedy

Julie Todaro

Manager’s Bookshelf     44

Evaluation and Assessment, Part I

Evaluation of Individuals

Bonnie A. Osif

Index to Advertisers 48

LAMA News Section        49

Instuctions to Authors        54

Index to Volume 15   55