I recently took part in the ASERL-Auburn Forum on User Studies in Atlanta. The Forum materials are now all online, including a great keynote presentation from ARL's Crit Stuart entitled "User Studies: What are we learning, and the implications for research libraries?",
http://www.aserl.org/documents/2008_Forum/01_Keynote_Crit_Stuart.ppt.
Stuart's presentation discusses data collected through a recent ARL survey of libraries. Katie Clark from University of Rochester also spoke at the Forum and discussed some of her Libraries' interesting approaches to better understanding their users. Their entire study "Studying Students: The undergraduate research project at the University of Rochester" is available as a
free download from ACRL.
--Joe