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Dr. Benjamin Spock's advice to parents has been commented on and analyzed by many authors. In this article, Raymond G. McInnis outlines some of the major themes found in the criticism of Baby and Child Care, and cites important works on the subject.

In this article we focus on two women, Catherine Francis (1836‐1916) and Dorothy Dolling (1897‐ 1967), whose lives traversed England, New Zealand and South Australia. At the beginning of this period the British Empire was expanding and New Zealand and South Australia had much in common. They were white settler societies, that is ‘forms of colonial society which had displaced indigenous peoples from their land’. We have organised the article chronologically so the first section commences with Catherine’s birth in England and early life in South Australia, where she mostly inhabited the world of the young ladies school, a transnational phenomenon. The next section investigates her career in New Zealand from 1878 where she led the Mount Cook Infant’s School in Wellington and became one of the colony’s first renowned women principals. We turn to Dorothy Dolling in the third section, describing her childhood and work as a university student and tutor in New Zealand and England. The final section of our article focuses on the ways in which both women have been represented in the national memories of Australia and New Zealand. In so doing, we show that understandings about nationhood are also transnational, and that writing about Francis and Dolling reflects the shifting relationships between the three countries in the twentieth century.

The purpose of the study is to report on an in‐depth exploration of service quality in an Information Technology service department in a Higher Education Institute (HEI) and to evaluate the instrument used.

The study surveys customers using the SERVQUAL instrument, which is one of the most widely used and applied scales for the measurement of perceived service quality.

A focused and rigorous examination of customers' views of the importance of the service elements is provided. The study confirmed previous research that the application of SERVQUAL in the public sector can produce different service quality dimensions from those found in private sector services. It was also found that the service quality gaps, and the relative importance of the five dimensions of service quality, were the same for students and staff, albeit with some specific differences. Reliability was the most important dimension for all customers and the greatest improvement in service quality would be achieved through improved service reliability.

The implications of these findings for the department are discussed, together with the value of SERVQUAL to the public sector, in general, and Higher Education, in particular, in assisting with improvement of services. Further research at the HEI which would benefit the department is identified as well as a broader project to survey service provision and approaches to quality measurement across HEIs.

In an increasingly consumerist environment, a serious approach to service quality can only enhance the reputation of HEIs which address the area in a coherent and consistent manner. This study details a useful approach.

The research reported here aims to explore the problems facing individuals searching for information about available options in choosing care services.

It presents data drawn from an on‐line survey, follow‐up telephone calls and a focus group, which reveals the preferences people have in searching for information about care services and the difficulties encountered.

It finds that people need information but find it complicated, unwieldy and inaccessible. In addition to using on‐line sources, they value person‐to‐person contact and information tailored to meet their specific needs.

This study is original in raising issues and presenting findings that open up the topic of information in care decision‐making. While it relies on a self‐reporting survey and the direct participation of a small number of subjects, future research based on random sampling and a larger sample of subjects would enable these findings to be tested more thoroughly.

High quality, accurate information is an essential element in enabling individuals to make appropriate choices about the care they seek for themselves or their loved ones. Service providers, councils and commercial undertakings each have a part to play in facilitating that choice.

This research highlights issues that confront both information searcher and provider, making recommendations about overcoming them. The concept of individual choice is a cornerstone of social policy but findings reveal the complexity facing individuals, providers and practitioners in making this a reality.

The importance of information in making decisions about care is under‐researched; this study raises issues and presents findings which open the topic for further exploration.

We very much regret to announce the resignation from the Aslib staff of Miss Jean Leslie, our Publications Officer since September 1956. Miss Leslie takes with her the best wishes of the membership to her new appointment as Publications Manager of the Embroiderers' Guild.