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This paper aims to describe a review of interlending and document delivery work processes at the National Library of Australia, the purpose of which was to develop a new integrated approach to interlending and document delivery services and to improve turnaround times for users by reducing administrative functions and improving request management processes.

This paper provides a brief overview of business process modeling notation (BPMN) and its use in the National Library to evaluate workflows, reports on implementation of the project's recommendations, and highlights lessons learned.

Good communication and teamwork were critical to the project's success. Use of the BPMN enabled stakeholders to retain objectivity when evaluating existing workflows. The new workflows and processes resulted in demonstrably greater customer satisfaction.

Discussions of Relais ILL customization to streamline workflows and facilitate e‐commerce are especially useful. The paper describes library application of both BPMN and Prince 2 project management methodology.

This paper aims to describe the role of the National Library of Australia in the Australian interlibrary loan environment, not just in terms of providing access to National Library collections through the document supply service, but also in providing infrastructure to support interlibrary loans across Australia.

The paper describes the various roles the National Library plays in the interlibrary loan/document delivery environment in Australia. It covers the document supply service and the Libraries Australia service, which provides the infrastructure that supports interlibrary loans/document delivery in Australia, and briefly reports on the evaluation of services currently being undertaken.

Providing access to library collections is complex and constantly changing. Client expectations are increasing, and libraries need to change traditional practices to meet user needs.

The paper covers the services offered by the National Library of Australia in supporting interlibrary loans/document delivery. Very few papers cover this topic.

This chapter attempts to theorize the role of knowledge in the determination of the value of commodities. This draws from the South Korean controversy on the value and price of information commodities such as computer software and digital music. One group of writers has argued that the value of software copies (=commodities) is contributed by the labor time expended to produce the source code (=knowledge) in a piecemeal fashion. For another group, the source code has nothing to do with the production of the value of copies given that the source code is unnecessary for the (re)production of copies, and thus the value of software copies is approximately zero and its price is a high monopoly price. Both approaches are flawed. In the case of the former, no value can actually be transferred from the source code to copies because no changes are made to the source code before or after the production of copies. In case of the latter, knowledge is viewed as having nothing to do with value production. On the basis of this critique, an alternative view is put forward, in which knowledge plays an important role in value production by determining the productivity and/or complexity of labor. Knowledge “virtually intensifies” labor. It is also argued that intellectual property rights should be theorized in a way to refine and reproduce the role of knowledge – the virtual intensification of labor – at more complex and concrete levels of analysis.

The purpose of this monograph is to examine the main elements of the Copyright Designs & Patents Act 1988 which received the Royal Assent on the 15th November 1988. The Act provided for a major overhaul of the law on copyright and on registered designs, as well as certain adjustments to patent and trademark law and two major new regimes on performers' rights and design rights. While this is a major domestic reform the law is unlikely to remain unaltered for long because of the move towards a single market within the E.E.C. by 1992. This will lead to the introduction of harmonised regimes on the various elements of intellectual property law such as copyright and industrial design which will no doubt require some readjustment to U.K. domestic law. Recently the E.E.C. Commission published a Green Paper on “Copyright and the Challenge of Technology” which suggests solutions to some questions such as the vexed problem of illegal home taping which are different to those adopted by the U.K. in the new Act. [On 21/12/88 a draft directive on Copyright & Computer Software which proposes a harmonised regime for the protection of computer programs and related matters was published]. It also has to be borne in mind that while Article 222 of the Treaty of Rome states that the treaty does not affect the existence of national intellectual property right regimes the “exercise” of these national rights may be found to infringe the provisions of the Treaty on free movement of goods (Arts. 30–36) or on competition law (Arts. 85–86).

The purpose of this paper is to discuss the development of digitisation practices at the National Library of Australia Document Supply Service, its convergence with similar efforts in the Library's Digitisation and Photography Branch, and how the Library used Relais to manage and report on its digitisation activities.

The authors use a case study approach and their own personal experiences with implementing these services.

Digitisation based on ILL/DD user demand contributes to building a library's digital collections and helps to preserve valuable collections. Libraries are encouraged to seize opportunities that help to achieve its strategic goals, experiment with new and different approaches and technologies, persevere in the face of obstacles or slow uptake of ideas and solutions, and never stop looking for opportunities to improve user services.

This paper was originally presented at the IFLA World Library and Information Congress, 79th IFLA General Conference and Assembly, 17-23 August 2013, Singapore, Session 200, “Strengthening Access to Information: The Future of Resource Sharing”.

This paper seeks to examine the relationship between policy benchmarking, democracy and authoritarianism.

The paper uses theoretical investigation of different methodological perspectives of policy benchmarking and their relationship with principles of democracy and authoritarianism and analysis of the case of the European Union (EU) on the basis of empirical data.

Identifies two methodological perspectives of policy benchmarking: the first, grounded on the principle of learning and the bottom‐up approach, is close to democracy; the second, based on the principle of copying and the top‐down approach, is close to authoritarianism. The application of policy benchmarking in the EU so far appears to include elements of both democracy and authoritarianism.

The paper is not exhaustive as regards methodological approaches to policy benchmarking and theories of democracy and authoritarianism.

Crucial methodological and ethico‐political implications for the use of benchmarking in the enlarged EU of 25.

This original piece of work provides clear answer to the question of relationship between policy benchmarking, democracy and authoritarianism. The paper contributes to academic debate of public policy, offering, at the same time, practical methodological help to policy‐makers.

I HAVE TRIED TO SHOW on a previous occasion (L.A.R. August, 1956) that successful book provision results from the integration of three factors which govern individual reader transactions, namely, readers, books and accessibility.

Despite their increasing use by advertisers, little research has examined the effectiveness of infomercials. This study explores the influence of infomercial advertisement design elements, such as the use of customer testimonials or expert comments, and consumer characteristics, such as level of prior interest in the advertised product, upon perceptions of advertising effectiveness. With the assistance of the New Zealand division of an international infomercial marketer, we conducted a survey of consumers who had bought products in response to viewing an infomercial. Based on 878 respondents, our findings indicate that infomercial advertising is more effective when employing expert comments, testimonials, product demonstrations, the use of target market models, celebrity endorsers, product comparisons, and bonus offers. Age also impacted how consumers view infomercials, as did the type of product purchased.