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David Byrne - Head of Information at BT Legal - explains that within the commercial, legal and regulatory division of BT, their approach to knowledge management is to introduce cultural change whereby knowledge capture and re-use are subordinate to the prime goals of revenue generation and competitiveness. He discusses the innovative methods used for building effective knowledge-sharing relationships including using the “best of the rest”; ensuring that the right technology is in place; measuring value; collaboration and creating the “Sticky Organisation”.

How does a supplier of information products, whether in an electronic or hardcopy format, go about keeping a customer happy when that customer happens to be a law librarian? The challenge of providing excellent service is of as much interest to the law librarian as a provider of services as it is to him or her as a consumer of services. For the session entitled “I can't get no satisfaction?” a panel of speakers was created consisting of David Smalley (Commercial Director at Lawtel), Paul Baker (Executive Director, Operations at Butterworths) and Pippa Hall (Customer Services Manager at Sweet & Maxwell). The panel was asked to focus on customer care and how it might be improved. As leading players in the field of customer care within the legal information sector how have they dealt with the issues of billing and customer support and how have they communicated with those customers that have raised problems? Do the speakers see a role for law librarians in the process of product development? How do the speakers see their products developing in the future and how do they expect future developments to be communicated to law librarians in the future?

More often than not, controversy produces reform. Nowhere is this more true than in the regulations of the safe production of food. The publication of the White Paper on Food Safety in early 2000 marked the beginning of the modern era of food safety law. That paper promised enactment of a new fundamental law which ultimately became the General Food Law (178/2002). It also promised the establishment of The European Food Safety Authority (EFSA). EFSA was required to be an independent point of scientific reference for the European Union. EFSA has provided that function to a very high standard for the consumers of the European Union and for all stakeholders in the food chain.

IFLA is the leading international body representing the interests of library and information services and their users. This global voice of the library and information profession, provides librarians around the world with a forum for exchanging ideas, promoting international cooperation, and research and development in all fields of library activity. As a legal information professional I achieved a number of significant personal and professional objectives in attending the conference.