During the 1980s, direct end user searching has become a new reality for health sciences libraries. Using the PaperChase end user system as a model, this paper discusses the processes used to plan, implement, and manage end user systems at the Massachusetts General Hospital Health Sciences Libraries. Emphasis is placed on managing end user systems on a cost recovery basis.

Strategies to recover costs, end user instruction clinics, marketing programs, document delivery service, and user satisfaction are described as they relate to promoting and selling an end user service.