Describes how library decision-making was enhanced by a systematic study of patrons, services, and effectiveness based on the concept known as performance measures for public libraries. Improvements in the data gathering and analysis techniques are noted; also provided are survey instruments, examples of selected revised forms, and references. (SW)

Proposes a model, based upon a survey of citizen groups in Toledo, Ohio, for the selection of factors to consider before developing library services to increase access of citizen groups to public policy information. The results of the survey are analyzed. Five tables, nine figures, and a bibliography are included. (Author/JL)