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…

As resources become more constrained in the library community, many organizations are finding that they need to have a better understanding of their costs. To this end, this article will present one approach to conducting a cost analysis (including questions to ask yourself, project team makeup, organizational support, and data organization). We…