Content area
The purpose of this article is threefold. First, to introduce into journal literature a multi-year statistical analysis of the daily work required to keep the technologies found in today's academic libraries operational, and to situate this daily maintenance effort in the context of the additional responsibilities of technical staff. Second, given the volume and variety of daily maintenance work and the additional special projects and routine duties of technical staff, to present a parallel assessment of customer satisfaction with the daily maintenance effort. Data about the work and about customer satisfaction with the work are both crucial to understanding the scope of duties and staffing required to provide the hi-tech library services, collections and equipment that will meet or exceed user needs and expectations. Third, to provide examples of how these data are used to support strategic decisions and plans that will move libraries toward their goal.