The continuing reluctance of the archival profession to develop a better understanding of users seems less a problem of will than a problem of method. The framework presented here is a first attempt to structure a comprehensive program of user studies. Built on definitions of users, information needs, and use, the framework combines the basic elements of information that should be recorded, analyzed, and shared among archivists with a scheme to gather this information. The author illustrates how parts of the framework can be implemented as an ongoing program through the use of a reference log and suggests applications of the framework at the personal, repository, and professional levels.
Andrew W. Mellon Foundation
Bentley Historical Library
Peer Reviewed
http://deepblue.lib.umich.edu/bitstream/2027.42/85217/1/J02 Conway Facts and Frameworks 1986.pdf