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We are all experts in customer service; after all, we are customers every day of our lives. Furthermore, as department managers, we need to ensure that our phones are answered quickly and courteously, that our clients and potential customers have short wait times and are treated with care and respect, that our customers receive accurate and timely results, and that we conduct periodic surveys to ensure that our high standards are maintained.

The world’s largest scientific society today issued guidelines to better ensure the safety of the tens of thousands of personnel who work in research laboratories around the country.

Contributing editor Tanuja Koppal, PhD, talks to Sunia Trauger, PhD, director of the Small Molecule Mass Spectrometry facility at Harvard University, about the recent trends in mass spectrometry. Advances in instrumentation, automation, and remote access seem to be leading the way to improved detection, faster results, and more diverse applications. While challenges in sample prep and data analysis remain issues, access to emerging informatics tools and experience handling and analyzing samples seem to mitigate some of the problems.














