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This study provides the results of a survey conducted in the fall of 1994 by the Sterling C. Evans Library to measure service quality. This general user survey provided feedback from customers on their minimum, perceived, and desired levels of service from an academic library. The devised measuring instrument is based on SERVQUAL, a service quality survey created by Leonard L. Berry, A. Parasuraman, and Valarie A. Zeithaml. The SERVQUAL survey is designed to measure service quality in five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Survey results showed a discrepancy in the quality of the services provided by the library and those desired by its customers.

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As the use of electronic library resources increases, the demand for online support also multiplies. Information literacy and 24/7 customer support are some of the urgent issues related to research in an electronic environment that many libraries are trying to address today. This article describes an approach in meeting these challenges, the Let-It-V (Learning E-Resources Through Instructional Technology Videos) project at the Texas A&M University Libraries. This study combines the use of screen-captured videos and a streaming media encoder to produce topic-specific videos for task-oriented demands. It is visual, interactive, and seeks to provide just-in-time solutions at a point of need. On-demand streaming is a viable, cost-effective alternative for low bandwidth delivery of video-enabled library instruction. The technologies involved, key development issues, lessons learned and their implications for distance learning are discussed.