Two decades of user surveys: the research library as seen through the eyes of its customers

摘要

Survey research offers librarians the opportunity to learn, in an empirical way, what their customers need and want, and their level of satisfaction with library services. Surveys conducted repeatedly over a long period of time provide a record of the changing library environment and an indication of the library's success in responding to those changes. While there are a number of Web-based standardized survey instruments now available, the locally designed or adapted survey can provide valuable information in the context of its institutional environment. It is not the only assessment tool, but it is a crucial tool.