The Emperor's New Clothes? Problems of the User Survey as a Planning Tool in Academic Libraries

Abstract

Despite their potential as strategic management tools, user surveys are rarely used to identify needed services. Such in-house research often either fails to provide data relevant to prospective planning or is neglected altogether. Problems with user studies can include difficulties in the design of proper studies, difficulties in translating the results into concrete management decisions, and the distrust of survey research on the part of many librarians. However, the accelerating entry of private-sector information providers into the realm of services traditionally provided by the academic library will demand a substantial change in attitude toward user input into the planning process.