Observations of the public at the Bibliothèque nationale de France (The French National Library): What is at stake, what are the methodologies?

The author gives an insight into the variety of subjects treated and the methodologies used in numerous surveys carried out by the Bibliothèque nationale de France (French National Library) in order to understand its public. These are designed in the context of an annual programme, which is integral to the BnF's strategic approach. The surveys are effective in providing a number of indicators which help to improve the quality of services on offer to the public and feed into future deliberations.