1) The document discusses the changing roles of librarians in light of new technologies and an information-driven society. It emphasizes developing competencies and skills to provide quality service. 2) Key competencies for librarians include knowledge of information resources, technology, management, and research. Personal competencies like communication skills, continuous learning, and demonstrating value are also important. 3) To deliver total quality service, librarians must understand customers, package information to meet their needs, promote services effectively, and exceed customer expectations through high performance.

1. Gearing Librarians Towards Total Quality Service (with Emphasis on Personal and Professional Competencies) Vilma G. Anday Retired University Librarian University of the Philippines Los Banos College, Laguna, Philippines