Imagine that your library has a group of non-users that you’d like to reach out to. Take for example a population of individuals ages 20-35, a typically underserved group at public libraries. How would you identify this group’s needs and serve them? Below is a simplified diagram that visually explains that the results and recommendations produced by a well-designed survey of your non-users overlapping with the results and recommendations of a survey of the “exceptions” (who actually use the library) will offer you a worthwhile course of action. Perhaps this is obvious, but when it is proposed visually rather than verbally I think the premise is revealing and perhaps a little provocative.
Of course the key is designing a good survey.
Enjoy the diagram.