A study of institutions of further education (FE) and higher education (HE) in Scotland evaluated the content and presentation of their current charters; assessed the reactions of students, employers and members of local communities to varying examples of local charters; identified the steps that institutions have taken to monitor the impact of their institutional charter and to review its style and content. The study surveyed 59 FE and HE institutions, made a content analysis of institutional charters, and conducted focus groups consisting of students, local community users, and employers who assessed examples of local charters. Findings indicated that there were differences of opinion about the value that a charter document can add to existing practices and procedures. Charters varied greatly in terms of their detailed contents, but many charters contained the same basic elements: a statement of what users can expect from the institution, what the institution expects of the user, and information about how a user should make a complaint. Focus groups indicated that the institution should be clear about the object of the charter; the charter should list the rights and responsibilities of students and information relating to the charter principles; and the charter should have a colorful and careful design and good organization. (CK)