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…

Disucusses local collection development tools available to librarians on their college or university campus, including syllabi; class discussion lists; departmental Web pages and pamphlets; departmental selfreports; centers for teaching excellence; university bookstore; library circulation figures; library consortia; and the Internet. (AEF)

Discusses agency library information activities, production and dissemination, and resource access as presented at the first conference of state and provincial fish and game agency librarians. Agencies represented include the Fish and Wildlife Reference Service, Aquaculture, United States Fish and Wildlife Service, Bureau of Land Management,…