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Examines statistically the public's use and attitudes towards interactive and personal health services via an online questionnaire survey and enhances these data with an expert assessment of a number of consumer health sites and their services. Over a period of three weeks more than 1,300 people responded to an online questionnaire produced by The British Life and Internet Project. Of the respondents, 81 per cent were British. The likely potential uptake figure for support group participation among Internet health users is about 20 per cent while around 11 to 13 per cent will go online to describe a medical condition. Those in poor heath were approximately ten to 13 times more likely to have participated in an online support group. Those aged over 65 were four times as likely to e‐mail their doctor. More positive health outcomes were associated with those respondents that participated in online support groups and the least number of health outcomes were associated with those people that maintained e‐mail contact with a doctor or surgery.

Many consumer general health information Web sites now provide interactive services such as “e‐mail the doctor” and online discussion boards. There has been little research into how consumers are using these services, especially general health discussion boards. In this exploratory study, features of health e‐mails such as enquiry subjects were investigated using content analysis. The material studied was 100 unsolicited e‐mails and 100 discussion messages sent between 2000 and 2003 by users of the UK‐based Web site MedicDirect. Issues emerging from the analysis included the high proportion of unsuitable e‐mails (up to 62 per cent) and the failure of nearly one‐third of users to find the information they sought on the Web site. Over one‐third of e‐mail senders misspelled key search terms. Readability tools could not be applied to e‐mails to assess consumer literacy, despite a suspected mismatch between Web page readability and consumer comprehension. There is ample scope for further research on these topics.

Reports a study of the salesforce compensation practices in manufacturing companies which is the first of its kind undertaken in Australia. Australian companies rely heavily on salary as the main form of salesforce compensation, unlike in the USA where the majority of salespeople are rewarded using commission‐based means. To a lesser extent, this is also true for Britain. The companies in this study, like many European firms, make relatively little use of performance‐related compensation methods such as commission. These findings are surprising, given that most companies reported that the main objective of their compensation plans was to reward above average performance. Such discrepancies between objectives and methods appear to be widespread and can, in part, be related to the social and legal environment in which Australian companies operate.

THIS number will appear at the beginning of the Leeds Conference. Although there is no evidence that the attendance will surpass the record attendance registered at the Birmingham Conference, there is every reason to believe that the attendance at Leeds will be very large. The year is one of importance in the history of the city, for it has marked the 300th anniversary of its charter. We hope that some of the festival spirit will survive into the week of the Conference. As a contributor has suggested on another page, we hope that all librarians who attend will do so with the determination to make the Conference one of the friendliest possible character. It has occasionally been pointed out that as the Association grows older it is liable to become more stilted and formal; that institutions and people become standardized and less dynamic. This, if it were true, would be a great pity.

Despite the existence of a variety of approaches to the understanding of behavioral and managerial ethics in organizations and business relationships generally, knowledge of organizing systems for fidelity remains in its infancy. We use halakha, or Jewish law, as a model, together with the literature in sociology, economic anthropology, and economics on what it termed “middleman minorities,” and on what we have termed the Landa Problem, the problem of identifying a trustworthy economic exchange partner, to explore this issue.

The article contrasts the differing explanations for trustworthy behavior in these literatures, focusing on the widely referenced work of Avner Greif on the Jewish Maghribi merchants of the eleventh century. We challenge Greif’s argument that cheating among the Magribi was managed chiefly via a rational, self-interested reputational sanctioning system in the closed group of traders. Greif largely ignores a more compelling if potentially complementary argument, which we believe also finds support among the documentary evidence of the Cairo Geniza as reported by Goitein: that the behavior of the Maghribi reflected their deep beliefs and commitment to Jewish law, halakha.

Applying insights from this analysis, we present an explicit theory of heroic marginality, the production of extreme precautionary behaviors to ensure service to the principal.

Generalizing from the case of halakha, the article proposes the construct of a deep code, identifying five defining characteristics of such a code, and suggests that deep codes may act as facilitators of compliance. We also offer speculation on design features employing deep codes that may increase the likelihood of production of behaviors consistent with terminal values of the community.

The purpose of this paper is to understand which change process the supplying organization should define for its customer-facing organization in order to successfully increase customer orientation and to be on the short list of their customers’ key suppliers.

Action research was used to carry out this research. Researchers were involved in the change management process of a medium-sized company that wanted to re-design their customer selection and interaction processes: one researcher was a top manager of the participating company, whereas the other researcher worked alongside the organization in a collaborative effort to introduce and roll out sales force training seminars.

Researchers’ main finding shows how the company’s top-management willingness to apply a “soft” approach to change leverages a concept called “emotional connectedness”.

The authors bridge a gap between the literature on change management and the “emotional connectedness” concept related to social psychology. The authors add to existing theories on change management a new perspective based on interpersonal relationships.

Communications regarding this column should be addressed to Mrs. Cheney, Peabody Library School, Nashville, Tenn. 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.

Consists of a series of nine articles under the same title. Each article provides a different slant on the hiring process. Outlines the legal position when hiring employees and concentrates on providing a framework for managers. Covers areas including job analysis and descriptions, where to advertise and recruit, selection criteria, the interview, testing, negotiating the offer of employment and references. Briefly describes trends in employment practices and ways to minimize potential litigation through best practice.

The following classified, annotated 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.” Reference books with imprints older than two years will not be included (with the exception of current reprints or older books newly acquired for distribution by another publisher). The column shall also occasionally include library science or other library related publications of other than a reference character.