Several years ago, the Central Library of the University of Louisville moved into a spacious new building and was immediately innundated by greatly increased demands for photocopy services. The library had four obsolete photocopiers, one broken‐down coin dispenser, and a minimal photocopy staff. To make matters worse, the vendor for the photocopiers announced that it would not extend its maintenance contract beyond the next year. There were massive complaints from users about the poor quality of service. Clearly, the library had to act quickly to make improvements.
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