Art.1: Janusz S. Bien
How Polish standards are developed. Transliteration of Cyrillic (PN-ISO 9-2000)

The paper has two purposes: to describe the organisation of the standard development in Poland and to describe the history of the recent controversial standard on transliteration of Slavonic and non-Slavonic Cyrillic texts.

Art.2: Ewa Glowacka
Complex quality management (TQM) in the context of informative-library services

The paper discusses the reasons why libraries and information centres are interested in introduction of this method of management, presents basic rules of TQM and the model of its application to library and information services reality.

Art.3: Maria Sidor
SERVQUAL in research of library services (review of selected literature)

Service Quality has emerged as an important concern over the past 10 years because organizations attempt to achieve a competitive advantage through improved service. In response to the need for measure of evaluating service quality, Parasuraman, Zeithaml and Berry developed SERVQUAL , a 22-item measure comprising five dimensions that propose to operationalize service quality as the mathematical difference between measured expectations and measured perceptions. Since its conception, SERVQUAL has been used and applied in several studies examining service quality across various industries. This article present some of literature on SERVQUAL instrument with particular focus on the empirical assessment of different approaches to measuring service quality in academic libraries. The limitation and possibilities of the service quality model for libraries are discussed and future directions are shown.

Art.4: Remigiusz Sapa
WWW library service management

The author discusses various aspects of effective library www service management and sensitises us to the importance of good organisation where the proper functioning of the service is concerned. The author shows us the major role of promotion in library service and its role in the library's marketing.

Art.5: Halina Ganinska
New solutions in management of scientific libraries in context of electronic information - general reflections

Director of technical library shares her views on library management transition, caused by the development of electronic forms of information. The author discusses changes in organizational structure of libraries and changing patterns of library management. She presents rather a detailed analysis of the areas influenced by new tendencies incl. changing user requirements, budgeting and library architecture.