Pencil‐and‐paper surveys can provide useful information about user perceptions of service quality in libraries, but qualitative methods must be used to gain more precise understanding of problem areas. Texas A&M University Libraries conducted focus group studies in spring 2001 with graduate and undergraduate studies in order to gather specific information related to their satisfaction with and confidence in the assistance provided at library service points. The sessions revealed that users were generally pleased with the assistance provided them by professional staff at reference desks and that they found librarians to be usually patient and helpful. Elements of dissatisfaction identified by the sessions included a sense of inability or unwillingness to assist at some service points and a perceived lack of knowledge of the library, particularly by student workers and staff at locations away from reference areas. The data are being used to improve library directional tools and to improve staff training for public services staff.

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Purpose -To discuss the challenges of developing a branch library of Texas A&M University Libraries to serve the faculty and students in a new degree-granting program as part of Education City in Qatar. The goal of the program is to provide students in Qatar an authentic "Aggie" education and experience. Design/methodology/approach -Discusses the development of this new branch library to support undergraduate degrees in electrical, mechanical, chemical and petroleum engineering.Findings -Library service in support of these degrees was developed so that duplication of resources and size of collections that had to be managed in Qatar were minimized. The TAMUQ library has successfully provided a full range of information services in support of this innovative collaboration between the university and the government of Qatar. Originality/value -This paper provides a model for the development of a branch library using the resources of the main campus as much as possible.

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