ACRL News Issue (B) of College & Research Libraries 56/C&RL News FEATURES Customer service: The heart of a library Hardy R. Franklin 63 Customer feedback—how to get it Linda K. Wallace 64 African studies computer resources Patricia S. Kuntz 68 Indiana builds three African American special collections Grace Jackson-Brown 75 Censorship in an academic library Susan Podrygula 76 No food, no drink, no noise Elaine Clement and Patricia A. Scott 81 The W ay I See It Books, computers, and the Pushmi-Pullyu Merrily E. Taylor 84 About the cover This photo shows Mary McLeod Bethune stand­ ing in front o f the Capitol Building in Washing­ ton, D.C., during her tenure as Special Advisor on Minority Affairs to the Roosevelt Adminis­ tration. Bethune was born in Mayesville, South Carolina, on July 10, 1875. She attended the Presbyterian Mission School in Mayesville; the Scotia Seminary in Concord, New Hampshire; and M oody Bible Institute in Chicago. She taught at Haines Institute in Georgia, and es­ tablished a Home for Delinquent Colored Girls in Florida. In 1904 she founded the Daytona Literary and Industrial School for Training Ne­ gro Girls (now Bethune-Cookman College), and served as president there from 1904-1942 and 1946-1947. She founded the National Council o f Negro Women in 1935, and was director of the Negro Affairs o f the National Youth Ad­ ministration (1935-1943). She was also an hon­ orary general in the Women’s Army for Na­ tional Defense (WANDS). February 1994 /57 In the News 58 News from the Field 59 Jurassic Park lives at Utah State University Mary I. Piette, Robert Morrison, and Betty Dance 61 Letters 80 Washington Hotline Carol C. Henderson 87 Preservation News Jane Hedberg 88 Internet Reviews Sara Amato 89 New Publications George M. Eberhart 90 Grants 93 Acquisitions 94 People in the News 96 Advertiser Index 99 Classified Advertising 100 This graphic is part o f Pennsylvania State University’s campaign to curb food, drink, and noise problems in the libraries. For more on that story, see page 81 of this issue. Editor & publisher: Mary Ellen K. Davis ssistant editor: Pam Spiegel lassified ads manager: Jack Helbig ditorial assistant: Hugh Thompson/Gregg Opelka roduct sales managen:Stu Foster &RL N e w s Editorial B oard: Pamela Snelson, W illis ubbard, Irene H offm an, Robert S. Martin, Zenaida ernandez; Ex officio: Karen Seibert (ACRL Publications ommittee); Gloriana St. Clair ( C&RL editor); Anne Beau- ien (ACRL past-president). ditorial offices: (312) 280-2511 -mail: U38398@UICVM.uic.edu &RL New s Fax: (312) 280-7663; CRL fax: (312) 280-2520 roduct advertising: Contact Stu Foster, ACRL Advertising, /o Choice, 100 Riverview Center, Middletown, CT 06457; 203) 347-3764. lassified advertising: Contact Jack Helbig, C&RL News, 50 . H uron St., C h ic a go , IL 60611; (3 1 2 ) 280-2513; -mail: U21808@uicvm.uic.edu. roduction office: 50 E. Huron St., Chicago, IL 606l 1-2795. irculation office: Change o f address and subscription or­ ers should be addressed to College & Research Libraries ews, c/o CHOICE Subscriptions, attn: Steven Conforti, 100 iverview Center, M iddletown, CT 06457-3445. Phone: 203) 347-6933; fax: (203) 346-8586. A llow eight weeks for ew subscriptions. ollege & Research Libraries New s (ISSN 0099-0086) is ublished by the Association o f College & Research Librar­ es, a division o f the American Library Association, as 11 onthly (combining July/August) issues, at 50 E. Huron St., hicago, IL 60611-2795. Inclusion o f an article or an adver­ isement in C&RL News does not constitute official endorse­ ent by ACRL or ALA. ndexed in Current Contents: Social & Behavioral Sciences; urrent Index to Journals in Education; Inform ation Sci­ nce Abstracts; Library & Inform ation Science Abstracts; Li­ rary Literature; and Social Sciences Citation Index. nnual subscription: For members o f ACRL, $12.50 per ear, included in membership dues; for non-members, 30.00 per year in U.S., $35.00 per year in Canada and other UAS countries, $40.00 in other foreign countries. Single opies and back issues: $6.50 each. Second-class postage paid or at Chicago, Illinois, and at additional mailing offices. O THE POSTMASTER: Send address changes to College & Re­ earch Libraries News, c/o CHOICE Subscriptions, attn: Steven onforti, 100 Riverview Center, Middletown, CT 06457-3445. American Library Association 1994. All material in this ournal subject to copyright by the American Library Asso­ iation may be photocopied for the noncommercial purpose f scientific or educational advancement. C&RL N ew s is published on recycled, acid-free paper. CRL Board o f Directors: President— Thomas G. Kirk; resident-elect— Susan K. Martin; past-president— Jacquelyn cCoy; councillor— Rochelle Sager; Budget & Finance Com. ep.— Thomas Peischl; directors— Karin Begg Borei. Rosemary enderson, Frances J. Maloy, Ray E. Metz, Linda L. Phillips, helley E. Phipps, Barbara J. Wittkopf; Planning Com. chair— andra Ready; ACRL Executive Director— Althea H. Jenkins. A C E P C H F C b E E C A P c ( C E E P C d N R ( n C p i m C t m I C e b A y $ P c f T s C © j c o A p M r H S S mailto:U38398@UICVM.uic.edu mailto:U21808@uicvm.uic.edu 5 8 / C&RL News In Hie News “Empowering Afro-American Organizations: Present and Future” is the theme o f the Febru­ ary 1994 Afro-American History Month accord­ ing to Chase’s Annual Events 1994. In this is­ sue we bring this observance period (variously designated as Negro History, Black History, Afro-American History, Black Heritage, and Black Expressions) to your attention with a num­ ber of special items. Our cover features Mary McLeod Bethune (1875-1955), an African American activist who, among her many contributions, founded the Daytona Literary and Industrial School for Train­ ing Negro Girls (now Bethune-Cookman Col­ lege in Daytona Beach, Florida), and served as its president from 1904-1942 and 1946-1947. Our Internet resource list this month, com­ piled by Patricia Kuntz, features resources for African studies and even includes information about network linkages in Africa. Grace Jack­ son-Brown gives us an overview o f three spe­ cial collections in the humanities at Indiana Uni­ versity with emphasis on the history and culture of African Americans. February is also the month to plan your National Library Week observance. ALA Presi­ dent Hardy Franklin asks for your participation in an ALA-sponsored customer service satisfac­ tion survey. Linda Wallace, director o f ALA’s Public Information Office, gives us the how-to survey information and a camera-ready survey (see page 65) to use with your library. Getting a handle on the ever-changing In­ ternet resources “is a lot like browsing a used book store; amidst the dust piles o f junk once in a while you come across a gem,” according to Sara Amato. Amato, the systems librarian at Willamette University, is the editor o f a new C&RL News column, “Internet Reviews," which will feature critical, signed reviews of selected Internet resources. We hope this column will help you find those Internet gems. Amato is looking for reviewers (details are given in her column on page 89) so please do contact her. — Mary Ellen K. Davis Editor & Publisher U3839@uicvm.uic.edu mailto:U3839@uicvm.uic.edu