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In this review, the aim is first to define horizon scanning and then outline the general approach currently employed by many organisations using web‐based resources. It then aims to discuss the benefits and drivers of horizon scanning, to identify some organisations currently undertaking activities in the field, and explain in detail how the web‐based horizon scanning approach is implemented. The aim is then to conclude with a discussion of good practice and areas for further research.

The basis for this review is a symposium held at the UK Defence Science and Technology Laboratory in March 2010, where groups undertaking horizon scanning activities shared practices and reviewed the state of the art. Practitioners from both public sector and private organisations attending this symposium, as well as others, were invited to contribute to the manuscript, developing this as an iterative exercise over the last year.

Structured processes of web‐based horizon scanning, underpinned by strong technical understanding and principles of good practice described in the review, can add significant value to organisational decision making.

While a growing number of private and public sector organisations have already embarked on the use of the web as a key information resource, no detailed explanation of the web‐based horizon scanning approach has been published. The review therefore makes an original contribution to this field, with collaborations by horizon scanning practitioners, discussing what constitutes good practice and highlighting areas where future research is needed.

Features a case study of a major bank which aimed to achieve corporate transformation and a dramatic improvement in service quality. The links between service quality, customer satisfaction and corporate profitability in UK banking are outlined in order to set in context the many quality improvement initiatives undertaken by UK retail banks in recent years. Business process re‐engineering has proved to be the most popular of service quality initiatives but most have been limited to single processes rather than corporate transformation as portrayed in the case study. The five‐year corporate transformation programme focuses on employee communications, the redesign of work, recruitment and reward processes and the introduction of consumer research‐based national quality standards. The bank was rewarded for its efforts, coming top for three consecutive years in the Which? service quality surveys and, according to its own data, which contributed to a rise in customer satisfaction and customer retention at a time of declining employee satisfaction. Future developments in service quality segmentation and a working definition of service quality are proposed.

Fierce competition and changing strategies in the financial sector are raising awareness of the vital role of interpersonal skills in business success. This change is charted and it is explained how financial organisations need to ensure that the “soft” issues such as values, behaviour and interpersonal skills go hand in hand with the traditional “hard” elements of strategy and objectives. At present, in many financial organisations the “soft” side is clearly out of balance, lightweight and undervalued. Six key skills are identified: relationship building, collaboration, trust, listening and learning, the “what” and “how”, and results orientation. Interpersonal skills training is not only about raising awareness but about actually changing the way people behave. It must be specific and reflect an organisation′s culture and values. Finally, it must be consistently applied across an organisation at every level to ensure success.

Credit cards are in the news again. In 1986 there was a rise of 14% in the amount of outstanding consumer credit, more than three times the rise in prices and double the rise in earning. Credit advanced in March 1987 was at a record level of £3.2bn. And retailer credit cards are doing excellent business. This feature looks at the background to the credit card explosion and then examines, in detail, the latest recruit to the fold, the Co‐op VISA card. We also take a look at the Connect card story, and conclude with a summary of the RMDP survey on retailers' attitudes to EFTPoS.

It’s been thirty years since the original articulation of “Appreciative Inquiry in Organizational Life” was written in collaboration with my remarkable mentor Suresh Srivastva (Cooperrider & Srivastva, 1987). That article – first published in Research in Organization Development and Change – generated more experimentation in the field, more academic excitement, and more innovation than anything we had ever written. As the passage of time has enabled me to look more closely at what was written, I feel both a deep satisfaction with the seed vision and scholarly logic offered for Appreciative Inquiry, as well as well as the enormous impact and continuing reverberation. Following the tradition of authors such as Carl Rogers who have re-issued their favorite works but have also added brief reflections on key points of emphasis, clarification, or editorial commentary I am presenting the article by David Cooperrider (myself) and the late Suresh Srivastva in its entirety, but also with new horizon insights. In particular I write with excitement and anticipation of a new OD – what my colleagues and I are calling the next “IPOD” that is, innovation-inspired positive OD that brings AI’s gift of new eyes together in common cause with several other movements in the human sciences: the strengths revolution in management; the positive pscyhology and positive organizational scholarship movements; the design thinking explosion; and the biomimicry field which is all about an appreciative eye toward billions of years of nature’s wisdom and innovation inspired by life.

This article presents a conceptual refigurationy of action-research based on a “sociorationalist” view of science. The position that is developed can be summarized as follows: For action-research to reach its potential as a vehicle for social innovation it needs to begin advancing theoretical knowledge of consequence; that good theory may be one of the best means human beings have for affecting change in a postindustrial world; that the discipline’s steadfast commitment to a problem solving view of the world acts as a primary constraint on its imagination and contribution to knowledge; that appreciative inquiry represents a viable complement to conventional forms of action-research; and finally, that through our assumptions and choice of method we largely create the world we later discover.