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Through the use of effective training techniques and exercises, employees and users can be educated on how to make safe information security decisions. It is critical to the success of a total information security program that users are trained properly as they are a major layer of defense against malicious intent. The current methods of training people about information security are failing, and the number of user-related breaches increases every year.

By researching and observing current methods and comparing other fields of study, this paper describes the best methodology for modifying user behavior as it pertains to information security.

Through effective training practices, user negligence can be mitigated and controlled, and the information security program can be better practiced throughout entire organizations.

By using an effective training method to teach employees about information security, employees become an invaluable part of a company’s overall information security strategy. By using this method, employees are no longer the weak link in information security.

The University of York Library, part of its Information Directorate, has successfully run an annual user survey using LibQUAL+ since 2008. The tool has proven invaluable in understanding user needs and measuring improvements. The ability to benchmark performance has been well received by university senior managers. Following this positive experience, the Directorate piloted the TechQual+ survey to assess its technology services. TechQual+ is a total market-survey tool developed on the same principles as LibQUAL+. York was the first university in the UK to do this. The purpose of this paper is to reflect upon the experience and its relevance to information services.

A team was established to co-ordinate the distribution of the survey, which was e-mailed to all university members. The survey was conducted over a period of three weeks in December 2011 using their web-based tool. The team worked with the survey providers to make amendments in order to comply with UK Data Protection legislation.

The TechQual+ tool provided a rich set of data on the IT needs of University of York students and staff, including a wealth of comments. As the first use of the tool in the UK, a number of outcomes arose from the pilot: methods for running the survey in order to meet UK data protection requirements; feedback on the tool itself, with some questions not understood from a UK context; a rich set of results data, with some similarities (and several differences) to those available through LibQUAL+.

The paper presents the first application of the TechQual+ survey in UK and discusses the issues faced when implementing it in a UK context. The case study will be of interest to libraries or converged services interested in assessing their IT provision.

Within the fields of feminist media and cultural studies, questions around authenticity and gender have become increasingly pronounced in recent years. This chapter outlines the scope of this work by not only examining the extent to which digital media culture increasingly trades in ideas of ‘realness’ and of ‘being yourself’ but also the consequences of this for particular marginal groups, including women, queer and feminised people. Three significant avenues for research around authenticity are also discussed: masculinity, authenticity and victimhood; feminism, trauma and ‘authentic voice’; and feminism, transphobia and ‘authentic womanhood’.