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Outlines the development by Barclays Life of a tracking survey to collect information concerning customers’ feelings of satisfaction and loyalty. Describes research undertaken by Barclays Life into the determinants of satisfaction amongst customers and the importance of each of these elements in determining loyalty. Initial qualitative research was undertaken to allow the company to develop a frame of reference concerning the elements of service which customers considered important. These initial findings were used in later quantitative studies to establish the relative importance of the different elements, with a view to understanding what was determining customer loyalty. The research culminated in the development of a tracking survey instrument, now used by the company to monitor customer satisfaction and loyalty levels across time and customer groups. Discusses both the findings of the research undertaken, and the importance of such research for firms. Outlines the use to which the information gathered by the surveys is put, together with initiatives which have resulted from the research.

During the mid 1990s, it was predicted that the library as physical place was doomed. A dualism emerged – the virtual library vs library as place – and it was assumed that the virtual library would prove to be the most popular. In 1995, the State Library of New South Wales in Sydney, Australia, produced four scenarios presenting alternative library futures in the twenty‐first century, specifically the year 2010. Only one of these scenarios predicted a reinterpretation and corresponding revitalisation of “library as place”. The author initiated and led this process in 1995 and revisited these scenarios in 2010 with a view to comparing current practices in library design with the attributes described in this lone scenario; the aim of this paper is to focus on this scenario.

Library leaders in Australia, many of whom participated in the 1995 scenario development process, are interviewed, along with a number of architects specialising in contemporary library design. This qualitative process is complemented by an international literature search. Three library sectors are surveyed – collecting institutions, academic and public libraries.

Fifteen years on the dualism between virtual and physical is less stark; a convergence has occurred that would have been unthinkable then. A hybrid has emerged with digital and place‐based notions of a library holding equal currency. Interviewees confirm that “library as place” has never been so popular. This trend is international and emerges from the inter‐weaving of the digital, social and aesthetic that has generated new loci for solitary and collective learning and interaction.

The paper asks questions about what has happened to unsettle predictions conceived in the mid 1990s; what is happening now in terms of new modes of learning and knowledge exchange; and what kind of library spaces and uses can be expected in the future.

Communications regarding this column should be addressed to Mrs. Cheney, Peabody Library School, Nashville, Term. 37203. Mrs. Cheney does not sell the books listed here. They are available through normal trade sources. Mrs. Cheney, being a member of the editorial board of Pierian Press, will not review Pierian Press reference books in this column. Descriptions of Pierian Press reference books will be included elsewhere in this publication.

THIS was my first experience in my home country of a conference in a university campus, and an impressive experience it was too. Away from the attractions and allurements of sea and coast, I found it particularly conducive to study and reflection, for the atmosphere of learning was all around us in this red‐brick university, the prototype of a civic university, founded in 1900 and with a student population of nearly 5,000.

THE Manchester School of Librarianship was founded in October 1946, one of the original five schools opened in the autumn of that year. It was attached to the Department of Industrial Administration in the Manchester College of Science and Technology and was thus something of an exception, as the majority of schools of librarianship were attached to Colleges of Commerce or general Colleges of Further Education. As accommodation was very limited in this rapidly expanding college, the then City Librarian of Manchester, Charles Nowell, kindly offered the use of two rooms in the Central Library, so after a brief period in the College building, the students were moved to the Central Library, though the School remained administratively a part of the College. Many former students must have memories of those two curving rooms, the Manchester Room and the Lancashire Room, with their old‐fashioned school desks.

This was my first experience in my home country of a conference in a university campus, and an impressive experience it was too. Away from the attractions and allurements of sea and coast, I found it particularly conducive to study and reflection, for the atmosphere of learning was all around us in this red‐brick university, the prototype of a civic university, founded in 1900 and with a student population of nearly 5,000.

The following classified, descriptive list of titles is intended to provide reference librarians with a current checklist of new reference books, and is designed to supplement the RSR review column, “Recent Reference Books,” by Frances Neel Cheney. “Reference Books in Print” includes all additional books received prior to the inclusion deadline established for this issue. Appearance in this column does not preclude a later review in RSR. Publishers are urged to send a copy of all new reference books directly to RSR as soon as published, for immediate listing in “Reference Books in Print.” The prevailing policy of including all reference books received has temporarily allowed the listing of titles with imprints older than two years; with increased receipt of more current titles from a longer list of publishers, this policy will soon be discontinued (with the exception of older books newly acquired for distribution by another publisher). An additional copy of any title specifically requested by Mrs. Cheney should be sent to her for review. A decision to review titles appearing in the present column will then be made by Mrs. Cheney at her own discretion.

Current issues of Publishers' Weekly are reporting serious shortages of paper, binders board, cloth, and other essential book manufacturing materials. Let us assure you these shortages are very real and quite severe.