This study describes two surveys of the users of the Public Documents and Maps Department of the Duke University Library. The information gathered in the course of this inquiry is reported: (1) in a profile of the users of the department's reference service, and (2) in a comparison and analysis of the evaluations of reference encounters by both users and librarians. The results of the first survey, the user profile, reveal that most users of the documents department are Duke University students seeking information in the area of the social sciences. The types of questions most frequently asked are requests for legislative information, a specific title or article, and statistical information. Results of the second survey, which focused on the effectiveness of the department's reference service, indicate that: (1) many users may have an inadequate knowledge of government documents, (2) users tend to express high rates of satisfaction with the outcomes of reference encounters, and (3) users seem to respond favorably to instruction by librarians in the use of the department's reference tools and sources. The questionnaires used for both surveys, notes, and a bibliography are appended. (THC)