This article describes the process and role frontline access and public service staff play in needs assessment and evaluation of user services, specifically in understanding the voice of the customer. Information includes how the University of Arizona Libraries have incorporated daily data collection into the strategic planning process, resources…

Huddersfield University Library (England) has undertaken a wide range of evaluative studies of its services and systems, using various data collection techniques such as: user surveys; exit interviews; online and CD-ROM analysis; benchmarking; user groups; staffing and staff development evaluation; suggestion sheets; student project work; group…

Describes a project that assessed the impact of connecting rural public libraries to the Internet and the effect on librarians, local communities, and the larger Internet community. The evaluation approach, factors critical to project success, conclusions about public libraries and the Internet, and comments on the future of networked public…