Putting the "Service" in Customer Service
by David R. Bender
page 5
Conducting a Library Evaluation in Tamil Nadu
by Barbara Hutchinson
page 14
Access SLA's Newest Distance Learning Program from Your Desktop
http://www.sla.org/professional/desktop.html
by Valerie Taylor
page 16
An Interview with Debra Bade, Director of News Research at CNN
Being a 24-hour news network means we face constant deadlines throughout the day. During breaking news events, we have only a few minutes to locate the information needed before a news report will air.
page 38-41
Anti-Circumvention and the Digital Millennium Copyright Act
by Laura Gasaway
page 49-50
Finance Committee Meets at SLA Headquarters
by Richard Wallace
page 53
All the News That's Fit to Transmit: Publishing an Electronic Newsletter
by Carolyn Kotlas
page 54-56
Map Collections on Library Web Sites: Are They Customer-Focused?
by Anita Sprankle
page 58-59
Value Is Derived from Quality of Service
by John Crosby
page 60
Transcribed by Ruth Wilson
11 August 1999