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The paper aims to give a presentation of a rich dataset to illuminate graduate students' rating of their satisfaction with library collections and services.

The study is a qualitative investigation based on focus groups.

The paper finds that, although rich detail is provided, the study is part way through and data need more analysis for trends to emerge.

The study is a research project which is ongoing.

Rich data collected are indicating areas for improvement in service, which will be synthesized as the research progresses.

It is rare for data of this richness to be offered to readers. It will help others by confirming or illuminating their own investigations.

No thorough review of the literature of performance evaluation of interlibrary loan and document supply operations has been published in over a decade. This article surveys that literature in the years 1987 through 1997 from published research in all English‐speaking countries. There is general agreement that fill rate, turnaround time, cost and user satisfaction are the four primary criteria for evaluating ILL and document supply. Although there has been increased emphasis on quantifying the performance of ILL and document supply in recent years, this research has been hindered by the lack of standardisation of measurement devices and definitions of terms. Following a discussion of theoretical considerations, recent studies in each of the four main criteria will be examined in separate sections. A supplement to this article, covering the years 1998 through 2000, is in preparation and will be published in the near future.

In response to the proliferation of information retrieval systems in academic libraries since the early 1980s, librarians have created many written search aids designed to help users learn how to search database systems. Written instructional material continues to increase in quantity and in importance with the rise of remote users and the advent of asynchronous distance learning. Since many users will have only written instructions to consult, it is crucial to determine the effectiveness of these materials. How useful are these instructions? Do people consult them? Do they help users make progress in their searches? There is a small but useful body of research on the effectiveness of both print and online search aids. This research points to the need to test materials on user groups. The findings from studies of novices using written instructions identify specific guidelines for creating effective materials.

As part of an effort to develop a culture of assessment, the University of Virginia Library implemented the balanced scorecard in 2001. The adoption of the scorecard has forced the library to focus its assessment and statistical activities, and to identify and develop those measurements that actually make a difference. This article describes the implementation process and stresses the importance of coordinating the scorecard metrics, or measurements, with the organizational values of the library.