What began with a few libraries' early application of ethnographic methods to learn more about user behaviors and needs has grown to become a significant body of work done across many institutions using a broad range of methods. User-centered investigations are increasingly influential in discussions about the shape and future of the research…

Presents the results of a study on data collection instruments, specifically questionnaires, used by libraries in evaluating resource use and institutional effectiveness. A number of causes for inconsistent survey results are identified and problems with imprecision in survey question terminology are discussed. (JL)

During one week in 1981, 648 telephone reference questions were analyzed at medium-sized public library. Subject-oriented question analysis revealed little relationship between subject of question, answer format, and complexity level; significant correlation appeared between answer format and level of complexity. Sample coding form and statistical…

Reviews current state of the art pertaining to measurement and use of the construct of user satisfaction (user's self-reported degree of satisfaction with library services) and reports results of survey of 623 public library patrons measuring user satisfaction, evaluation of services, library use, and individual characteristics. Twenty-six sources…