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<p class=MsoNormal><a name="OLE_LINK2"></a><a name="OLE_LINK1"><font size=3
face="Times New Roman"><span style='font-size:12.0pt'>If you would like to
request these or other materials from the Oregon State Library <strong><b><font
face="Times New Roman">please use your library's established interlibrary loan
process or fax your request to the State Library document delivery department
at 503-588-7119 with complete request information</font></b></strong>. Our
catalog is also </span></font></a><a
href="http://catalog.osl.state.or.us/screens/opacmenu_s2.html"
title="http://catalog.osl.state.or.us/screens/opacmenu_s2.html">available
online</a>.<o:p></o:p></p>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'> <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'>Items added to our LIS collection are also announced via RSS! See <a
href="http://osl-lis.blogspot.com/" title="http://osl-lis.blogspot.com/"><font
color=purple><span style='color:purple'>http://osl-lis.blogspot.com/</span></font></a> for
more information!<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'>The collection is funded with LSTA funds administered by the Oregon
State Library. The library science collection is meant to support the
whole <st1:place w:st="on"><st1:State w:st="on">Oregon</st1:State></st1:place>
library community. The Library Development Division welcomes your
suggestions for acquisitions – just email us!<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'>Hernon, Peter, and Ellen Altman. <u>Assessing Service Quality:
Satisfying the Expectations of Library Customers,</u> 2<sup>nd</sup> Ed. <st1:City
w:st="on">Chicago</st1:City>: <st1:State w:st="on"><st1:place w:st="on">ALA</st1:place></st1:State>,
2010. 025.5 Herno 2<sup>nd</sup> Ed. ISBN
978-0-8389-1021-4 <o:p></o:p></span></font></p>
<p class=MsoNormal style='margin-left:.5in'><font size=2 color=black
face="Times New Roman"><span style='font-size:10.0pt;color:black'>Because of
technology, the old measures of service quality no longer apply. If libraries
are to succeed, they must see themselves in competition with other institutions
and sources of information--especially the Web--and make customers feel welcome
and valued. This classic book is brought fully up to date as Peter Hernon and
Ellen Altman integrate the use of technology into the customer experience. They
offer solid, practical ideas for developing a customer service plan that meets
the library's customer-focused mission, vision, and goals, and challenge
librarians to think about customer service in new ways, including<br>
<br>
* Distance education<br>
* Use of library Web sites<br>
* Partnerships and consortia for electronic collections<br>
* Ways to effectively embrace change for continuous improvement<br>
<br>
Senior librarians, library directors, and trustees will learn how to see the
library as the customer does with the aid of dozens of tools to measure service
quality--from mystery shoppers and benchmarking to surveys and group interviews.</span></font><o:p></o:p></p>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'>Hooper, Brad. Writing Reviews for Reader’s Advisory. <st1:City
w:st="on">Chicago</st1:City>: <st1:State w:st="on"><st1:place w:st="on">ALA</st1:place></st1:State>,
2010. 808.066028 Hoope ISBN 978-0-8389-1017-7 <o:p></o:p></span></font></p>
<p class=MsoNormal style='margin-left:.5in'><font size=2 color=black
face="Times New Roman"><span style='font-size:10.0pt;color:black'>Reviews are
an important resource for readers' advisory and collection development. They
are also a helpful promotional tool, introducing patrons to what is new on the
shelf. This resource includes: tips for writing strong, relevant reviews;
different ways reviews can be used to promote your library; and, a chapter by
Joyce Saricks covering the how-tos of reviewing audiobooks. Whether the
ultimate goal is writing for a library website, book club, or monthly handout,
or freelancing for a newspaper, magazine, or professional journal, readers will
find plenty of ideas and insight here.<o:p></o:p></span></font></p>
<p class=MsoNormal style='margin-left:.5in'><font size=2 color=black
face="Times New Roman"><span style='font-size:10.0pt;color:black'><o:p> </o:p></span></font></p>
<p class=MsoNormal style='margin-left:.5in'><font size=2 color=black
face="Times New Roman"><span style='font-size:10.0pt;color:black'><o:p> </o:p></span></font></p>
<p class=MsoNormal style='margin-left:.5in'><font size=2 color=black
face="Times New Roman"><span style='font-size:10.0pt;color:black'><o:p> </o:p></span></font></p>
<p class=MsoNormal style='margin-left:.5in'><font size=2 face="Times New Roman"><span
style='font-size:10.0pt'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>Ann Reed, Federal Programs Coordinator</span></font><o:p></o:p></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>Library Development Services</span></font><o:p></o:p></p>
<p class=MsoNormal><st1:place w:st="on"><st1:PlaceName w:st="on"><font size=2
face=Arial><span style='font-size:10.0pt;font-family:Arial'>Oregon</span></font></st1:PlaceName><font
size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'> <st1:PlaceType
w:st="on">State</st1:PlaceType></span></font></st1:place><font size=2
face=Arial><span style='font-size:10.0pt;font-family:Arial'> Library</span></font><o:p></o:p></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>250 Winter St.</span></font><o:p></o:p></p>
<p class=MsoNormal><st1:place w:st="on"><st1:City w:st="on"><font size=2
face=Arial><span style='font-size:10.0pt;font-family:Arial'>Salem</span></font></st1:City><font
size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'>, <st1:State
w:st="on">OR</st1:State> <st1:PostalCode w:st="on">97301</st1:PostalCode></span></font></st1:place><o:p></o:p></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>(503) 378-5027</span></font><o:p></o:p></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>fax (503) 378-6439</span></font><o:p></o:p></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><a href="mailto:ann.reed@state.or.us">ann.reed@state.or.us</a></span></font><o:p></o:p></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><a href="http://www.oregon.gov/OSL/LD/">http://www.oregon.gov/OSL/LD/</a></span></font><o:p></o:p></p>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'><o:p> </o:p></span></font></p>
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