User Needs and How to Determine Them,
ROYAL AEROSPACE ESTABLISHMENT FARNBOROUGH (ENGLAND)
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Without users, libraries and information centres have no purpose. It is essential therefore that our customers and their needs are fully known and understood. But knowing and understanding our users must be essentially a process of two-way communication involving regular dialogue between us. Libraries and information centres need to operate within clearly defined terms of reference which give authority to our activities and form the basis for the user dialogue. Once our customers know and understood us, why we exist and what we can offer them, they are better equipped to express their needs. Some of our customers will have little or no requirement for our services and we must know and appreciate this fact. We must also understand that specifying and perceiving user needs is a complex subject requiring cognitive skills.
- Information Science