Information Outlook, Vol. 6, no. 7, July 2002
Features
Page 6		6 If You Don't Know, Ask: The Art and Craft of Survey Development and Analysis For librarians, surveys can be invaluable in both the corporate and academic world. A survey can demonstrate whether the library is meeting the needs of its users, if a facility needs more resources and if the library is proving beneficial to an organization. However, to get an accurate understanding of these things, a librarian must know how to conduct a survey. Gloria Dinerman helps with this, by showing librarians how they can put together a useful survey.
Page 12		12 BenchmarkingMeasuring and Comparing for Continuous Improvement One of the best ways to learn is by watching others. And, as Sue Henczel explains, benchmarking can be a great way for librarians to monitor libraries outside of their organization, as well as other departments within their organization, to see where they may be succeeding or failing. However, before beginning such an ambitious project, it is necessary to follow Henczel's advice and know what you are benchmarking against. Otherwise, your benchmarking effort could be for naught.
page 22		22 Ahead or Behind the Curve... Someone had suggested to Information Outlook that benchmarking might be a dying topic. That doesn't seem to be the case. This month, Nikki Poling talked to three special librarians to see where they stand on the issue and how the process of benchmarking is perceived these days. It seems they all agreethere is always room for improvement, for all of us.
page 26		26 Which Way Do You Want to Serve Your Customers? Ask any businessperson and they will tell you the key to keeping customers is providing excellent service. Dinesh K. Gupta and Ashok Jambhekar not only agree with this statement, but they think it is especially important in the library world. This month Gupta and Jambhekar discuss the importance of aggressive customer service, its value and how information professionals can excel in this critical area.
page 34		34 A Testimony to the Non-Stereotypical Librarian Sandra Kitt is a high-energy gal. From working at the American Museum of Natural History's astronomy library, to writing over 20 fiction novels and teaching a course in creative writing, Kitt requires activity. She stands to break the librarian cliché by which so many information professionals are often branded. This month, Nikki Poling delves into this SLA member's personal life to illustrate the intrigue and excitement the Special Libraries Association proudly embodies.