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Despite the many modern labour‐saving devices in use today, personnel costs remain the largest single item for most companies. The severe world economic recession has therefore focused attention on the need to make the most of qualified personnel; this is particularly important if maximum value is to be won from new market opportunities.

Briefly reviews some results of a survey on training requirements, the most important of which appeared to be customer care. States that organizations need long‐term strategy, not two‐day courses in customer care. Describes the process and lists objectives of creating a customer‐care strategy. Concludes with a list of recommendations.

With a focus on Canada, but framed by similar and shared concerns emerging in the United States, this chapter examines the current status of what constitutes and defines academic freedom for academic librarians and the rights and the protections individual, professional academic librarians have with respect to the freedom of speech and expression of their views in speech and writing within and outside of their institutions. It reviews the historical background of academic freedom and librarianship in Canada, academic freedom language in collective agreements, rights legislation in Canada versus the United States as it pertains to academic librarianship, and rights statements supported by Canadian associations in the library field and associations representing members in postsecondary institutions. The implications of academic librarians using the new communication technologies and social media platforms, such as blogs and networking sites, with respect to academic freedom are examined, as well as, an overview of recent attacks on the academic freedom of academic librarians in the United States and Canada. Included in this analysis are the results of a survey of Canadian academic librarians, which examined attitudes about academic freedom, the external and internal factors which have an impact on academic freedom, and the professional use of new communication technologies and social media platforms.

Financial abuse is widely recognised to be an important but under‐reported risk area for vulnerable adults, especially elderly people. This paper provides an introduction to relevant issues, indicators and remedies. It also highlights areas needing further attention both within the professional council and financial systems such as banking.

Discusses the results of a three‐month survey of all patients presenting to a local accident and emergency department, following an episode of deliberate self‐harm. Routine assessment was carried out by junior psychiatric staff. Results highlight important issues regarding service provision.

One of the common law duties owed by the employer is his duty to take reasonable care for the safety of his employee. This common law duty is an implied term in the contract of employment and is therefore contractual in nature. Because of the difficulties which may arise in bringing an action in contract for breach of the employer's duty of care, the employee who has sustained injuries during the course of his employment (although he may sue either in contract of tort will normally bring a tort action.

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.

The care programme approach (CPA) is an important part of supporting people with mental health problems in the community and has been applied with variable success in services for people with learning disabilities. Investigation into service users' understanding of the CPA has been limited. We employed multiple methodologies to explore what service users with learning disabilities and additional mental health problems thought about the CPA process, and what their understanding of it was. We used the findings to work with other professionals to adapt the meetings in a way that was accessible and inclusive. We included this work in the service communication plan and produced guidance for care co‐ordinators and materials to be used at the meetings. The guidance and materials can be used by any service and will be available online.

PERHAPS there is no library topic more interesting both to librarians and to the public whom they serve than the ethical influence of the fiction which forms such a large percentage of the circulation of the average Public Library. Opinions will probably always differ widely as to whether individual novels are moral or immoral, and yet it should be possible to establish some criteria of morality in fiction to which the majority of us would be willing to consent.

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.