The paper researches the usage frequency of the collections and services of the Department for voice, audiovisual, multimedia and electronic (AVME) materials. Considering that the above mentiones materials are widely accessible outside the libraries, we have investigated the justification of establishing new audiovisual and multimedia library departments. The aim is to propose guidelines for the adjusting library acquisitions policy, services and products to user needs. The introductory part of the paper briefly describes the importance and history of AVME materials in public libraries and gives a short presentation of the independent AVME materials departments in branch libraries of the KGZ (the Zagreb City Libraries). In the research part of the paper, we analyze the use of specific collections of library materials and services, and alo investigate the level of satisfaction of the library users. The research results present the data obtained from the survey and the analysis of annual KGZ reports. These data provide the basis for developing guidelines for improving the existing collections and services.