Enclosed is the feedback I've received from other libraries in response to
my query as to how libraries communicate with their customer groups, for
your information.  I didn't get a massive response, but there are some
really useful responses.

Our library service is trying to set up a virtual discussion group, and
plans to contact Trust staff to ascertain interest in joining this.

hope this all helps,

Jane


Over the years we have tried various method of consultation with our users
from Open Days to
regular User Groups, none of which were terribly successful- particularly
with busy medical
etc staff who find it difficult to commit to regular meetings however keen
initially. In the
Trust, we do seem to have hit on quite an effective method
of consultation with a broad cross section of users through setting up an
electronic user group.
Following an initial email to all staff asking for people who were
interested in library matters
to contact us. We had a good response and have now set up an electronic
forum and email the group
when we require feedback or have information etc. This has worked well.

I have to admit that we are quite lacking in official user groups/ library
committees etc., though I attend various education group committees. We have
tried comments books and boxes, but they have not been very effective. We
frequently ask for comments and suggestions in our Library Bulletins which
get printed and emailed throughout the organisation. This produces a little
feedback.
So many people only use us electronically now that I thought I would like to
start up a 'virtual' user group, connecting with people by email. I sounded
some people out some months ago, but have not actually got it going. I feel
it needs a bit of structure, and concrete items to ask opinions/feedback on
etc.... We are a large cross-site Trust, and arranging meetings can be
difficult and not of vital interest to our users.

I conducted a user survey last year and circulated it in two ways: via the
Trust email system, and paper copies on the counter in the library. We also
resorted to specifically asking people to fill out surveys when they came
into the library. (It particularly works when they are having to stand
around anyway, because you are dealing with some complicated enquiry for
them - you do this for me, while I do that for you - not in so many words,
of course!) It was also a good idea to use both paper copies (placed on the
counter in the library) as well as electronic copies, as not everyone is on
the staff email system, or indeed IT literate.

A few years ago, when one of my colleagues did a full whack user survey, he
spoke to payroll and got them to attach a survey onto everyone's pay slips.
This can be a good idea if you are looking to get a complete sample,
although again the response rate might still not be all that great.
Other things we've done is to put a 'Comments book' in the library, so that
people can write in any compliments or complaints they have about the
library. A couple of people have put various comments in there.

I think the user survey has been the most successful method though. It seems
to help if you send an email with the survey, explaining how important the
view of the user are, and how they can affect future developments in the
library. I had my survey email titled 'Your opinions are important!'

Not easy, I know, but you could try:

library committee - with people representing their departments - needn't be
big
e-mail surveys - with an incentive e.g. book token
informal chit-chat with individual readers is good if you know them well
enough
for my MSc research (published in Health Info Libraries Jnl last September)
I got people in for focus groups by offering to pay for their lunch
afterwards - I ran four groups, which were small but provided very good
input

We work in primary care, so most of our users are remote, however, we have
found response to postal user surveys and interviews to be quite
respectable, and provided constructive feedback, e.g. department wide
review, training needs/evaluation surveys, leaflet evaluations.

we tried having a user group which I can send further details of if you are
interested, but after a first well-attended meeting, attendance fell off
sharply, so we ceased running it.