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This paper deals with a practical problem getting open opinions from the library users on its services, and, at the same time, to have a possibility to react to these opinions. It's in libraries interest to get to know the opinions of their users and have an opportunity to react and respond. However it's not always easy to know what users think about our services, what they want and need and also what's bothering them. There are many ways that you can use to deal with it. This paper describes the ways used by the above-mentioned university library and functional communication channel which they became to use basically accidentally. [ABSTRACT FROM AUTHOR]