- Who are our customers (and potential customers)?
- What do they do? How is information used in their work?
- How do they work? What’s important to them?
- How do libraries support work, learning, leisure and life?
- How do they use library services? What would they change?
- How do they differ from each other in library use/needs?
- How does the library add value to their work or needs?
- How does the library contribute to their success?
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