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Summarizing specific tools for measuring service quality alongside tips for using these tools most effectively, this book helps libraries of all kinds take a programmatic approach to measuring, analyzing, and improving library services.

The purpose of this study was to explore the current state of information literacy (IL) training and to identify the strategies and methods used by Canadian public libraries in improving IL skills for their staff and patrons. Also, the study sought to identify problems associated with the development of IL training. This study employed document analysis, observations, and focus group interviews to collect research data. The focus group interview consisted of six library staff members. The research findings revealed that Canada's public libraries valued their roles as IL training providers and paid careful attention to staff development by offering various training approaches in order to provide efficient IL instruction for the public. Another issue explored in this study is that Canadian public libraries build partnerships with other organizations to extend their IL teaching responsibilities. In addition to the financial concern, a major challenge, based on the research findings, is that public libraries need to let their staff understand the learning theories associated with IL education and adult learning in order to enhance the quality of this training. This study also proposes four guidelines for developing effective IL trainings at public libraries.

Describes the change from a traditional, paper-based collection to an electronic library at Bell Canada's Information Resource Center in Montreal. Highlights include universal desktop access for users; library Web site; decline in traditional services to increased use of online services; materials, including books, consultant reports, and periodicals; budgets; staffing; and communications. (LRW)

This article is a modified version of a paper presented at the 1992 annual meeting of the National Association of Government Archives and Records Administrators held in Washington on 15-18 July 1992. The author expresses special thanks to Ellen Desmarais, director of the Conservation Treatment Division, Archives Preservation Branch at the National Archives of Canada, for her contribution. Responsible for the management and operations of the Mass Deacidification System of the National Archives of Canada, she kindly agreed to provide input and to revise this paper. Long-term preservation of paper archives produced since the middle of the nineteenth century represents a major challenge for the archival and library communities. The massive use of wood pulp to produce newspapers, books, and records has made a large portion of the documentary heritage vulnerable, particularly to acidity. Like many other cultural organizations, the National Archives and the National Library of Canada both have been searching for long- term solutions to this ongoing problem. For the past 15 years, the National Archives of Canada has been operating a Mass Deacidification System that has allowed'the protection of more than half a million books. In this article, the author summarizes the system, discusses the results achieved, and ponders the problems raised by its operations and its accompanying major management challenges.

The Virtual Librarian, Laverna Saunders, provides a mini-course with a distinct Canadian accent based on her recent workshop at Computers in Libraries Canada.

Local Government in British Columbia, 4th edition, edited by Robert L. Bish and Eric G. Clemens, is reviewed.