Causes and Dynamics of User Frustration in an Academic Library

Traditionally library effectiveness has been considered in relation to "Public Knowledge" and the associated literature. More recently it has been considered in relation to a given set of users~ to use~ and availability. A number of studies dealing with user satisfaction and frustration in obtaining books from a library are reviewed. Observations on the causes of user frustration at Sears Library~ Case Western Reserve University (CWRU)~ were done on two occasions: In 1972~ during the time when a "sem.ester loan" policy was in effect and in 1974 when the loan period was changed to a "four week" policy. A method of analysis was developed that allows for .the calculation of four independent probabilities indicating measures of perfo_rmance of acquisitions policy~ circulation policy~ library operations~ and users. It is argued that the branching analysis for the combination of effects and the particular measures derived are universally applicable for studying these aspects of library performance.