Measures of excellence: the search for the gold standard.

Questions concerning some of the values we hold as librarians and the goals, standards, and other evaluation tools we derive from them are discussed in the context of the history of our profession and the present period of rapid change. The concepts of stable and changing paradigms and of "scientific communities" provide the foundation for consideration of how a changing conceptual framework can affect values and their application in the evaluation process. One of many possible scenarios for the future is briefly outlined to demonstrate how some traditional values may fare.     

Review of criteria used to measure library effectiveness

This article reports the results of a survey of literature on measures of library effectiveness. This survey led to the formulation of six criterion concepts (accessibility, cost, user satisfaction, response time, cost/benefit ratio, and use). The advantages and disadvantages of each method of measurement are discussed. Several points which became clear during the analysis are discussed. First, there is a relative lack of concern with the rationale behind the evaluation process, although the results invariably lead to a confused interpretation when there is no clear understanding of the purpose of an evaluation. Second, the total library system is rarely considered; instead, each evaluation criterion is taken in isolation rather than as part of the whole. Third, the library's preservation function has not been considered at all.     

The hospital library committee: its composition and tasks

Since a sizeable hospital must have a library, it must have a library committee. Like all hospital committees, this one is to help maintain standards of medical care and to mediate between staff and administration. Unlike others, it clusters around one elected member (the chairman) and one employee (the librarian). A dynamic librarian can, and should, influence and inspire the committee's deliberations; and must be able to depend upon the support of the physician members of the committee.     

Financial Feeling: An Investigation of Emotion and Communication in the Workplace

There is growing interest in the role of emotion when considering communication in the workplace. This work has most often considered workers in front-line service positions in investigations of emotional labor, and human service workers in investigations of empathy and emotional work. In this study, we consider processes of both emotional labor and emotional work in the financial planning profession. Financial planners occupy a role requiring ongoing relationships with clients, conversations about the often emotional topic of money, and a need to manage emotion in a variety of interaction contexts. Thus, from extant theory and literature regarding emotion and communication, we proposed research questions regarding the roles of emotional labor and emotional work in the financial planning profession. These questions were investigated in a web-based survey study of almost 300 professional financial planners and supporting interviews with 14 financial planners. Results indicate support for existing theory on emotional work, extensions to current research regarding emotional labor, and important implications for the role of emotion and communication in a range of professional service roles.