The symposium is based around a 2010 article by Andy and Libby:

Priestner, A. & Tilley, E., 2010. Boutique libraries at your service. Library & Information Update, 9(6), 36-39.

Customer Service

Di Domenico, G., 2006. Il servizio bibliotecario personalizzato nella rilevazione della qualità percepita dagli utenti. (Italian). Biblioteche Oggi, 24(5), pp.41-47.

Kreuter, M.W. & Skinner, C.S., 2000. Tailoring: what’s in a name? Health Education Research, 15(1), pp.1 -4.

Lieber, C., 2007. Be a Guest: A French Look on American Libraries. Library Administration & Management, 21(4), pp.178-180.

Massis, B.E., 2010. Librarians as providers of “legendary” customer service. New Library World, 111(9/10), pp.434-438.

Paterson, Neil, 2011. An investigation into customer service policies and practices within the Scottish college library sector: A comparison between the customer service exemplars from the retail sector with current Scottish college library practice. Journal of Librarianship and Information Science, 43, pp.14-21


Cronin, K.  & O’Brien, T., 2009. Practical low-cost marketing measures. New Library World, 110(11/12), p.550.

Dev, C., 2008. The corporate brand: Help or hindrance? HARVARD BUSINESS REVIEW, 86(2), p.49+.

Germano, M.A., 2010. Narrative-based library marketing: Selling your library’s value during tough economic times. The Bottom Line: Managing Library Finances, 23(1), pp.5-17.

Malone, E., 2009. Personal Services:  how information services can support the university’s marketing strategy through Web 2.0 and beyond. Available at: [Accessed February 7, 2011].

Embedded Librarianship

Ariew, S.A., 2010. 20 Tips on Networking (or Outreach) and Collaboration. Available at: [Accessed February 7, 2011].

Berdish, L. & Seeman, C., 2010. A Reference-Intensive Embedded Librarian Program: Kresge Business Administration Library’s Program to Support Action-Based Learning at the Ross School of Business. Public Services Quarterly, 6(2/3), pp.208-224.

Chesnut, M.T., Wesley, T.L. & Zai, R., 2010. Adding an Extra Helping of Service When You Already Have a Full Plate: Building an Embedded Librarian Program. Public Services Quarterly, 6(2/3), pp.122-129.

Freiburger, G. & Kramer, S., 2009. Embedded librarians: one library’s model for decentralized service. Journal of the Medical Library Association : JMLA, 97(2), pp.139-142.

Heider, K.L., 2010. Ten Tips for Implementing a Successful Embedded Librarian Program. Public Services Quarterly, 6(2/3), pp.110-121.

Jacobs, W.N., 2010. Embedded Librarianship is a Winning Proposition. Education Libraries, 33(2), pp.3-10.

Koenig, Melissa H. The Embedded Librarian: Best Practices for Teaching Research Online. World Conference on Educational Multimedia, Hypermedia and Telecommunications. Hawaii. Jan. 2009.
Available at:

Konieczny, A., 2010. Experiences as an Embedded Librarian in Online Courses. Medical Reference Services Quarterly, 29(1), p.47.

Matthew, V. & Schroeder, A., 2006. The Embedded Librarian Program. Educause Quarterly, 29(4). Available from: [Accessed April 11, 2011].

Olivares, O., 2010. The Sufficiently Embedded Librarian: Defining and Establishing Productive Librarian-Faculty Partnerships in Academic Libraries. Public Services Quarterly, 6(2/3), pp.140-149.

Putnam, J. et al., 2011. Conquering evidence-based practice using an embedded librarian and online search tool. The Journal of Nursing Education, 50(1), p.60.

Shumaker, D., A Wide Range of Approaches. Information Outlook, 14(1), p.10.

Shumaker, D. & Talley, M., Models of Embedded Librarianship: A Research Summary. Information Outlook, 14(1), p.26.

Siess, J., 2010. Embedded Librarianship. Searcher, 18(1), pp.38-45.

Tumbleson, B.E. & Burke, J.J., 2010. When Life Hands You Lemons: Overcoming Obstacles to Expand Services in an Embedded Librarian Program. Journal of Library Administration, 50(7/8), pp.972-988.

Leadership and Management

Cawthorne, J.E., 2010. Leading from the Middle of the Organization: An Examination of Shared Leadership in Academic Libraries. The Journal of Academic Librarianship, 36(2), pp.151-157.

Kreitz, P.A., 2008. Best Practices for Managing Organizational Diversity. The Journal of Academic Librarianship, 34(2), pp.101-120.

Research support

Meyer, E., Forbes, C. & Bowers, J., 2010. The Research Center: creating an environment for interactive research consultations. Reference Services Review, 38(1), pp.57-70.

Web Services

Cohen, S. et al., 2000. MyLibrary: personalized electronic services in the Cornell University Library.

Jensen, L.A., 2010. Extend Instruction Outside the Classroom: Take Advantage of Your Learning Management System. Computers in Libraries, 30(6), pp.76-78.

Murray, R., 2003. Information portals: casting a new light on learning for universities. Campus-Wide Information Systems, pp.146-151.

Sodt, J.M. & Summey, T.P., 2009. Beyond the Library’s Walls: Using Library 2.0 Tools to Reach Out to All Users. Journal of Library Administration, 49(1/2), pp.97-109.

Working with Students

Meier, C. et al., 2011. Integrating Inquiry: Student Centered Approaches for Inspiring Lifelong Learning. Available at: [Accessed February 11, 2011].

Senior, H. et al., 2009. Three Times a Study: Business Students and the Library. Journal of Business & Finance Librarianship, 14(3), pp.202-229.

Bejune, M. & Kinkus, J., 2006. Creating a composite of user behavior to inform decisions about new and existing library services. Reference Services Review, 34(2), pp.185-192.


Hegarty, N. et al., 2004. On the cat-walk: WIT libraries learning support model. Library Management, 25(6/7), pp.293-299.

Tinerella, V.P. & Dick, M.A., 2005. Academic reference service for the visually impaired. College & Research Libraries News, 66(1), pp.29-32.

You may also be interested in the following website:

The Jerome Project:

Other suggestions?

This bibliography will grow, so please let us know of any other articles you feel relate to the theme of this symposium and check back regularly!