The presentations from the 2009 RLG Partnership Annual Symposium: Hearing voices: connecting with users, enhancing services, are now available.
Here is how the event was described ..
User studies have become a critical component in developing and improving services in our institutions. However, investigations into the needs of users and potential users are expensive and time consuming. This event oriented attendees to the importance of user studies, highlighted findings from recent projects of interest and utility to the RLG Partnership, and laid the groundwork for future collaboration. [2009 Symposium agenda]
I was interested to read Arnold Arcolio's account of user selection on several Worldcat Local implementations. Arnold works for the User Experience Group at OCLC.