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This paper has its roots in a presentation made at CoreNet Global Summit in November 2002 in San Diego, California. In that talk, the authors briefly explained the field of human dynamics and change, and explored, through some actual experiences, the application of change management practices that Wachovia used to lead and nurture organisational change. This paper seeks to make more explicit these hidden forces by giving a more detailed overview of the theory of human dynamics as they relate to change, and some strategies for applying this theory for more effective change management. The venue for this exploration will be Wachovia Corporate Real Estate (CRE) Division’s experience, with significant organisational change required to respond to external and market conditions which threatened its continued success as an organisation. The reader will learn how to understand the human dynamics relating to change; obtain tools for communicating change concepts; find resources to help lead change; ensure that people deal more successfully with organisational change; and measure the significance of human dynamics to business performance.

The majority of the articles reviewed this time deal with ILL and public libraries in one way or another. The review begins by looking at school libraries and their ability to handle ILL requests satisfactorily amongst themselves and then examines several papers critical of networking in public libraries. There is an argument that public libraries hardly need ILL at all because of the nature of their users and their needs. ILL is an expensive operation and the issue of fees and charges is much debated; the discussion examined here includes the suggestion that users can travel to consult materials and public libraries might ration ILL requests per user including children. The idea of using ILL as a revenue earner, or at least paying for itself, is questioned and a study of commercial document supply services is examined which pays special attention to the performance of the many sources available. A paper on ILL costing almost nothing is criticized as not taking account of all factors. Time, as well as money, is important and a study of supply time to the user shows that more could be done by requesting libraries to speed supply to the end‐user. The impact of network membership on ILL is considered and shows that net borrowers can soon become net lenders and vice‐versa. The reorganization of document supply from the US National Library of Medicine had considerable impact on the use of NLM which is analysed. Finally a note on the political aspects of ILL in southern Africa is noticed as dealing with an issue of potential significance.

Attention was called in the March number of this Journal to the promotion of a Bill for the reconstitution of the Local Government Board, and the opinion was expressed that the renovated Department should contain among its staff “experts of the first rank in all the branches of science from which the knowledge essential for efficient administration can be drawn.”

The high-risk/high-stress nature of hospital emergency departments has made handoffs (i.e. patient transfers across organizational units) an area of significant safety consequence, as evidenced by numerous studies and 2006 Comprehensive Accreditation Manual for Hospitals: The Official Handbook (CAMH). Joint Commission Resources, Inc.: Author; 2005. This same high-risk/high-stress environment is known for generating resistance to traditional deficit-based, external expert driven approaches to improvement. The authors describe how one hospital overcame this resistance by using an Appreciative Inquiry approach to the redesign of the information flow and organizational roles within a mission-critical area of the hospital. Rather than designing to ameliorate the root causes of ineffective handoffs, this positive lens approach (Appreciative Inquiry) was used to engage staff in identifying and expanding upon their most effective handoff experiences. Implications for shifting from problem-based design to a positive lens approach in the creation of micro-information systems and new organizational processes are discussed.

To explicate the qualities of cooperation among leaders and their organizations during crisis, we studied the response to the 2013 Boston Marathon bombings. Through interviews and analysis, we discovered leaders successfully overcame obstacles that typically undermine collective crisis response. Qualitative analysis revealed five guiding behavioral principles that appeared to stimulate effective inter-agency leadership collaboration in high stakes. We draw upon concepts of collective leadership and swarm intelligence to interpret our observations and translate the findings into leader practices. We focus on replicable aspects of a meta- phenomenon, where collective action was greater than the sum of its parts; we do not evaluate individual leader behavior. Our findings provide a starting point for deeper exploration of how to bolster public safety by catalyzing enhanced inter-agency leadership behavior.

This study aims to examine the emotional and cognitive responses of frontline homelessness service support staff to the highly insecure attachment styles (AS) exhibited by people experiencing multiple exclusion homelessness (MEH), that is, a combination of homelessness and other forms of deep social exclusion.

Focus groups were conducted with frontline staff (N = 19) in four homelessness support services in Scotland. Hypothetical case vignettes depicting four insecure AS (enmeshed, fearful, withdrawn and angry-dismissive) were used to facilitate discussions. Data is analysed thematically.

Service users with AS characterised by high anxiety (enmeshed or fearful) often evoked feelings of compassion in staff. Their openness to accepting help led to more effective interactions between staff and service users. However, the high ambivalence and at times overdependence associated with these AS placed staff at risk of study-related stress and exhaustion. Avoidant service users (withdrawn or angry-dismissive) evoked feelings of frustration in staff. Their high need for self-reliance and defensive attitudes were experienced as hostile and dismissing. This often led to job dissatisfaction and acted as a barrier to staff engagement, leaving this group more likely to “fall through the net” of support.

Existing literature describes challenges that support staff encounter when attempting to engage with people experiencing MEH, but provides little insight into the causes or consequences of “difficult” interactions. This study suggests that an attachment-informed approach to care can promote more constructive engagement between staff and service users in the homelessness sector.

In October, 1902, the Secretary of the Mineral Water Bottle Exchange and Trade Protection Society addressed a letter to the Clerk of the London County Council stating that aerated and mineral waters are, in many instances, manufactured under insanitary conditions, and suggesting that the Council should take action in the matter. The Public Health Committee of the Council thereupon directed that a number of premises where aerated waters are manufactured should be inspected, and, in February, 1903, Dr. Shirley Murphy, the Medical Officer to the Council, presented a report drawn up by Dr. Hamer, the Assistant Medical Officer, by whom the inspections ordered were carried out. Dr. Hamer came to the conclusion that it was most desirable in the interests of the consumer that the manufacture of aerated waters in London should be regulated and controlled. The quantity of aerated water sold in London is very large, and Dr. Hamer's inspection of numerous premises showed that there are many possible sources of dangerous contamination of the water used during the process of the manufacture. We are in a position to state that Dr. Hamer was thoroughly justified in drawing the conclusions which appear in his report. The enormous growth in popularity during recent years of aerated and mineral waters, while unquestionably fraught with a most important influence for good, has brought a number of firms into existence who manufacture more or less inferior and, in some instances, positively injurious and dangerous waters, and who place their products on the market at “cutting” prices, with the result that the honest and careful manufacturer on the one hand, and the public on the other, are made to suffer. Unfair “competition” of the kind referred to exists, of course, in every trade, and only by the authoritative approval of the good and, by implication, the authoritative condemnation of the bad, can such “competition” be effectively checked. But where the health of the consumer is directly threatened or affected, as it particularly is by the supply of inferior or actually injurious aerated waters, the necessity for adequate regulation and control is immediately obvious. The matter cannot be dealt with under the Sale of Food and Drugs Acts. It is not one involving analysis only but, so far as analysis is concerned, the provisions of the Acts make it impossible to carry out the analytical investigations that would be required. In addition to the official registration of all manufacturers of mineral and aerated waters, a combination of inspection and analysis by an authoritative bedy of some kind, or by a recognised individual authority, is necessary to supply a sufficient guarantee to the public and efficient protection to the manufacturer and vendor of pure and high‐class waters.

The following is an annotated list of materials dealing with orientation to library facilities and services, instruction in the use of information resources, and research and computer skills related to retrieving, using, and evaluating information. This review, the fifteenth to be published in Reference Services Review, includes items in English published in 1988. A few are not annotated because the compiler could not obtain copies of them for this review.