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Abstract
This paper discusses the need for user studies in libraries in the current electronic environment where libraries are faced with new challenges brought about by the digital revolution and rapidly developing new information technologies. It examines the importance of understanding user behaviour and changing information needs and their satisfaction with the quality of the services libraries provide to meet the changing requirements. User surveys are identified as an accepted method of conducting user studies in libraries and the author outlines the purpose, methods, and tools developed to measure service quality in libraries. This article presents a case study of a user survey conducted in a mental health library in Sydney South West Area Health Service in New South Wales, Australia.