For libraries to succeed, a clear understanding of what services are in demand is necessary. The SWOT analysis technique for evaluating an organization's strengths, weaknesses, opportunities, and threats is examined, and barriers to effective diagnosis are discussed. (AEF)

Planning for customer-focused library services requires a reexamination of the business and customers. Libraries must continually collect and evaluate data about the community they serve to accommodate ever-changing needs. (AEF)