Front-line information specialists at Microsoft and the manager of the Sun Library provide insight into factors related to correlation of the utility of services to actual results. Kjrsten Andersen and Sharon Tan, channel editors and librarian for Microsoft, called their talk 'Tuning into Customers' and delivered it at the November 2003 Internet Librarian conference. Cindy Hill, manager of the Sun Library and current president of the Special Libraries Association (SLA), gave the talk called 'Advocacy and Marketing: The Decision Makers' Perspective' at a presentation to the San Andreas Chapter of the SLA. Tang and Andersen went over the ways in which Microsoft is deploying end-user search and support through two internal Web sites, the Microsoft intranet and the library sites. For example, the Microsoft Library uses an annual survey to determine the needs of users. Focus groups are asked to drill down into issues raised by the survey. Andersen described Microsoft's training activities in which the Microsoft Library is involved, including participation in new employee orientations and teaching a monthly Research Skills class that generally has 20 employees in attendance. Hill discussed the traits of a successful information center manager; segmentation; four tools that facilitate better communication with decision- makers; and the similarities that can be discerned in Microsoft's and Sun's approaches.