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A questionnaire survey giving details of internet and intranet use in 23 government departments. The survey found considerable increased access to the World Wide Web on the previous survey and the widespread existence, but erratic implementation, of web use polices. Training in Internet searching was becoming a significant activity for many libraries. There was little involvement by library staff in departmental websites, with considerable use being made of external consultants when designing, setting up and restructuring sites. Email was proving to be a standard tool within government. Intranets were becoming more prevalent and there was broad recognition of the relevance of information management skills to the development and management of intranets. There were unrealistic expectations of intranets and a widespread belief that intranets are not used to their full potential. However, there was universal agreement that intranets are a very positive additions to organisations.

• Connecting with customers at the organizational frontline is not only a matter of transaction but is also a matter of emotional connection

• Customers interact with retailers to seek social contact in order to recover their affective and cognitive balance

• Chatbots are well suited to resolve simple problems; they keep social interactions simple, and they provide cognitive clarity and personalized answers without engaging customers in socioaffective interactions

• Chatbots must develop the ability to read customers' emotions in order to identify the exact point at which the conversation must be managed by a human agent

Connecting with customers at the organizational frontline is not only a matter of transaction but is also a matter of emotional connection

Customers interact with retailers to seek social contact in order to recover their affective and cognitive balance

Chatbots are well suited to resolve simple problems; they keep social interactions simple, and they provide cognitive clarity and personalized answers without engaging customers in socioaffective interactions

Chatbots must develop the ability to read customers' emotions in order to identify the exact point at which the conversation must be managed by a human agent

Are share markets too volatile? While it is difficult to ignore share market volatility it is important to determine whether volatility is excessive. This paper replicates the Shiller (1981) test as well as applying standard time series analysis to annual Australian stock market data for the period 1883 to 1999. While Shiller’s test suggests the possibility of excess volatility, time series analysis identifies a long‐run relationship between share market value and dividends, consistent with the share market reverting to its fundamental discounted cash flow value over time.