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Abstract
Two state university library reference departments within the Florida state university system are analyzed, using the framework of a five-task model for strategic management in organizations. The libraries serve different kinds of user populations. One supports a full range of programs through the doctoral level. The other serves only bachelor's and master's level programs. They have similar missions, policies, and scopes of operation. Each department has a clear concept of the implementation of goal-oriented programs. Explicit measurement of service quantity is found in both cases. Service quality is more difficult to measure. No specific measures of service quality were found in either department
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