Holly Darico
Holly has contributed to the library's service quality in several ways in her capacity as a resource person for the Order and Support team in acquisitions. She is involved in training new staff members and interacts regularly with different curatorial areas. She regularly and consistently demonstrates a high level of dedication and conscientiousness. She clearly puts into practice the expectation that getting material orders out to vendors in an expeditious manner will ultimately result in better service to Yale Library readers.

Michael DiMassa
Mike is an innovative, sensitive, responsive, and dedicated manager of one of the teams being recognized today. Yet Mike also exemplifies all the qualities and criteria that the committee sought for an individual award winner. He consistently demonstrates a willingness to go beyond the requirements of his job to deliver exceptional service. As a new operation, LSF receives plenty of scrutiny. Mike's leadership is certainly responsible for the recognition LSF has received from the academic reader community, bringing positive benefits to the Library service agenda.

Janis Glover
During the past academic year, Jan accepted the Medical Library designation of "Acting Head of Circulation." During this time she was not a mere caretaker, but assessed each clerical position's job functions and helped to lead a large reorganization of the unit and hiring of both a new Head of Circulation and Evening Circulation Supervisor. During this time she also continued to manage the Medical Library's educational program, without any diminished set of demanding expectations. Jan demonstrates determination, conscientiousness, and compassion for Library readers and her fellow workers.

Suzanna Lengyel
The impact of Suzanna's work is system-wide. Any reader that interacts with Orbis, either directly or through a library staff member, has benefited from Suzanna's dedication to service quality. She is a master trouble shooter for figuring out why something is not working the way it should, and her anticipation of potential problems is legendary. But the value most cited by fellow staff and particularly her nominators is that without a doubt Suzanna is a great communicator. Anyone who has worked with library readers knows it is not so often what you say but how you say it that earns respect for the library as an academic service unit. Suzanna, simply put, has a way of communicating that makes technology understandable, and she removes the insecurity of human imperfection in human-computer interaction by reminding us that, after all, we are clearly dealing with a more imperfect technology.

Kevin Pacelli
Kevin Pacelli's performance in the Newspaper and Microform Reading Rooms is a perfect example of a dedicated member of the library's public service staff who illustrates the service quality principle of anticipating need. He understands the microtext collection better than anyone else and he works diligently to assist readers and colleagues alike. Throughout the years he has mastered new machines and has trained staff and students in how to deal with them. He does not wait for problems to surface or for others to direct his attention and efforts - he takes the initiative to deal with situations before they arise. Service is the top priority in the Newspaper and Microform Reading Rooms, and Kevin is obviously one of the main reasons.

Jeong Min Park
During the past year, Jeong has been instrumental in delivering the necessary clerical assistance to the Service Quality Improvement Instruction Group, a high impact task. Jeong took the initiative to organize the work, deliver the necessary steps, and helped produce a valuable report and data set for future action. She also streamlined procedures that will make future work far simpler. Jeong demonstrates daily consistent commitment, poise, dedication and responsive work habits that we wish to recognize today. Indeed, she assumed her usually unassuming and crucial role in carrying out today's reception and ceremony.

Martha Smalley
Martha has consistently distinguished her commitment to service quality in many ways, but the nomination for this Award derived specifically from her leadership of the Service Quality Instruction Group. Martha's programmatic planning and consensus building has had a critical impact on a key library service area with important consequences for teaching, learning, and information literacy at Yale University. Her work in organizing and assessing the value of library instruction exemplifies the high level of dedication for which the Service Quality Award was established.

Kalee Sprague
Kalee Sprague was Chair of the SQIC Task Force on Services to Persons with Disabilities, and this is what one of her fellow Task Force members wrote about Kalee's performance, "Kalee's unfailing good cheer, dogged determination and incredible technical and topical expertise in this area all combined to foster an atmosphere that was conducive to accomplishing the difficult task at hand. She was an inspiration to the entire Task Force, exhibiting excellent organizational skills as well as keen management abilities." So, whether the task is coordinating the tape load of 240,000 government documents' bibliographic records into Orbis, or leading an important Task Force, Kalee personifies service quality excellence.

Taiping Zhang
Taiping, according to his supervisor in the Kline Science Library, typifies the student assistant all libraries hope to hire, but often are unable to find. He comes to work on the days he is scheduled and arrives on time, essential traits when he is responsible for opening or closing the library on a schedule our readers expect. Although he has his own research and many other responsibilities, while at work he does assigned tasks promptly and correctly. He is reliable, trusted to open and close the library and to be responsible for the library when the regular staff person schedules vacation or sick leave. Not least of all, Taiping interacts very well with library patrons, answering their questions when he can and providing as much help as possible when no professional or managerial staff are available. Taiping is receiving a $50 gift certificate, the designated student Service Quality Award.

Neel Kamath
Neel brings energy and enthusiasm to his work in the Kline Science Library. He often makes himself available for work when other students or even C&T staff are unable to work as scheduled. Although Neel has his own research and many other responsibilities, while at work he does assigned tasks promptly and correctly. He is reliable and trusted to open and close the library on occasion. He is very detail oriented and has called various problems (e.g., call number inconsistencies, binding errors, etc.) to the attention of the managerial and professional staff. His pleasant manner, his awareness of the mission of the library, and his commitment to excellent service while simultaneously a student are the criteria we honor with the Student Service Quality Award, a $50 gift certificate.

The Task Force on Services to Persons with Disabilities
The Task Force on Services to Persons with Disabilities, ably led by Kalee Sprague, was able to review a complex set of legal, technical, and service issues and proposed a clear and comprehensive plan for the Library to develop a program of responsive services to a group of readers. The task force worked collaboratively and built partnerships with ITS, the Resource Office for Disabilities, the Office of EEO, various library units, and even experts outside of Yale. The task force has had an enormous impact on public service and has changed the institutional attitude toward the research needs of those with disabilities. Members of this team are:

Lori Bronars
Denise Hersey
Judy Spak
Kalee Sprague
Kim Tran

The Library Shelving Facility
The Library Shelving Facility team, under the leadership of Mike DiMassa, is a relatively new administrative and service unit which, in an incredibly short period of time, has dramatically begun to answer the great expectations for relieving overcrowded stacks with efficient off-site processing and shelving. A focused goal orientation, genuine eagerness for the physical aspects of material movement, and enthusiastic team spirit are complemented by meticulous attention to detail. These teamwork values, passing through many different Library units, have not gone unnoticed. In fact, when jobs are completed, rumor has it that new projects materialize at the last minute to tempt the LSF team to stay. We acknowledge with the team award the exemplary standard they set for our institution. During 1999-2000, members of this team have been:

George Cafasso
Michael DiMassa
James Esposito
Christopher Fiorillo
Daryl Gary
Tania Grant-Lopes
Salvatore Iannaccone
Anthony Massarelli
George Stranz
Marvin Tillman