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…

Describes a needs assessment conducted at Oregon State University libraries to guide the design, content, and development of a natural resources digital library. Highlights include user profile; identification of questions; face-to-face interviews; workshops with users; current sources for relevant information; users' information needs; ability to…