Using the focus group approach for evaluating customers’ opinions: the experience of a Brazilian academic library Available to Purchase

Taking the international literature in information sciences as the starting point, discusses the focus group approach and its use in the information services environment. Describes and analyses an experience with this technique in the School of Communications and Arts of the University of São Paulo, Brazil. Aims to demonstrate its viability for academic libraries in developing countries, arguing that it provides valuable data towards the improvement of quality in the services. Proposes the integration of this technique into library planning.