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This article reports the findings of a study modeled after Saracevic, Shaw, and Kantor's efforts to identify and quantify the causes of users' failures to identify and locate library materials. The researchers analyzed patron-reported and librarian-observed subject and known-item searchesThe primary purpose of the study was to determine what needed to be done to improve library services. Several important ancillary benefits were anticipated; these included involving staff, particularly those new to the organization, in aspects of the library (and perhaps the college) that were unfamiliar to them and introclueing them to the techniques and complexities of evaluating library operations. The potential for a positive political impact, particularly in terms of funding, was also noted. A steering committee comprised of four staff members planned the study, analyzed the data, and prepared the following report. All staff, however, were involved in various aspects of the actual data collection.Four criteria were used to select a type of self-study that would (1) identify the impact of library weaknesses on users, (2) evaluate functions used by patrons, (3) be feasible, and (4) serve as a management tool, not as an academic exercise.The selection of a self-study model followed an intensive review of the advantages and disadvantages associated with various library research methodologies. User surveys, document availability tests,

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