The contributions in this volume represent a decade of OCLC's user behavior research findings that articulate the need for the design of future library services to be all about the user. Highlights include: (1) People associate the library with books and do not consider the library in relation to online resources or reference services; (2) People…

Proper planning and assessment surveys of projects for academic library Web sites will not always be predictive of real world use, no matter how many responses they might receive. In this case, multiple-phase development, librarian focus groups, and patron surveys performed before implementation of such a project inaccurately overrated utility and…

Academic libraries have traditionally collected reference statistics using hash marks on paper. Although efficient and simple, this method is not an effective way to capture the complexity of reference transactions. Several electronic tools are now available to assist libraries with collecting often elusive reference data--among them homegrown…

Reviews studies exploring the information-seeking behavior of social science researchers and discusses implications for the development of reference services. Identifies the importance of journals, use of citation information from journals, colleagues and conferences as information sources, and infrequent use of library resources. (Author/AEF)

A study of how patrons think and behave as they seek information at a major research library (Johns Hopkins University) reveals the need to provide the kinds of services and programs that meet the actual needs and preferences of patrons. Focusing on what librarians think is needed can result in poor service. (Author)