Abstract: Readers are the important factor in promoting service of the library. Communicating with readers is the eternal channel for the library to reform its business and management, and improve its service capabilities. This paper sortes out the letters of readers in the past two years, and the types of appeals, the causes of different readers, and the psychology of readers' behaviors are analyzed, focusing on the space service, document guarantee, rules and regulations, and technical services in the opinions and suggestions. In addition, the cognition of library power bases on management subject, the respect of readers' power, the balance of document resources and space resources construction, and the coordinated measures of library development are clarified.

Key words: curator's mailbox; principal's mailbox; reader opinion; reader complaint; reader service