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With computing becoming more diverse and ubiquitous, it will be increasingly important in the future for user services departments to learn about the characteristics and needs of the people we serve. As a research psychologist working at Yale's Computer Center, I have spent much of my time during the past year developing a research program to do just that. This paper will detail the development of the research agenda, describing the process involved, the program itself, and results we've obtained so far. I will end by offering suggestions on how other universities can develop their own user research programs.

The crystal ball of research: how to use it to learn about the user community