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Details the BL’s history of co‐operation and partnership. Outlines how this tradition has evolved into working in new areas and with new people in the LIS sector.

Reviews the career of Dr David Wood at the British Library, and its predecessor, the National Lending Library for Science and Technology. Describes his wide range of professional involvement over 34 years. Examines the contribution he made to the world of grey literature, in particular, his role in the SIGLE initiative.

This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/02641619610155157. When citing the article, please cite: Stella Pilling, (1996), “Putting the customer first: Total Quality and customer service at the British Library Document Supply Centre”, Interlending & Document Supply, Vol. 24 Iss: 2, pp. 11 - 16.

Details are given of the main developments in library co‐operation throughout 1979/80. A description of the topics considered by the National Committee on Regional Library Co‐operation is provided, as well as a report on the activities of the Advisory Committee on Interlibrary Loans. Notes from each of the regional systems, together with a round‐up of developments from the numerous co‐operative schemes which serve local industry, complete the overall picture of co‐operation within the United Kingdom.

Aims to bring together the author's management maxims.

The approach is to provide a simple listing of the maxims.

The list offers words of wisdom from an experienced information and library professional.

Pertinent advice for information – and other – professionals and managers.

Attempts to deal with the issue of how we can educate the next generation of leaders for the information needs of the future.

Uses a case study: the thinking behind the new information science program at Cornell University.

Advocates a broad view of information science. In a rapidly changing world, leadership will come from flexible thinking based on a broad understanding of technology and the social sciences. In the American terminology, information science should be considered a liberal art, not a profession. An education in information science provides an excellent foundation for a career in libraries, publishing or information services, but there are many more career opportunities for somebody with this education.

Most recent initiatives in information science have come from professional schools of librarianship. By starting from a liberal arts viewpoint, universities may be meeting the needs of a very wide audience.

Gives a brief, recent history of the British Library Document Supply Centre and an outline of its customer base. Presents some of the Centre’s many customer service improvement initiatives including courses, clinics, link‐up events, the marketing department’s customer retention programme and the Centre’s customer publications and database access services. Describes the setting up of a Total Quality Management programme in conjunction with a specialist consultancy, and its implementation through a steering group, process improvement groups and a series of kaizen continuous improvement of process workshops. Concludes that TQM has contributed significantly to improvements in speed of service and the quality of relationships with customers.

To look at the pseudonymous writings of Maurice Line.

Appropriately humorous.

Professional humour in the UK is rare and deserves to be better bibliographed. Better bibliographing is one object of this short exploration of the other side of Line, this unveiling of pseudonyms and will provide, perhaps, a wider access to a rare resource.

Better bibliographing of pseudonyms.

Highlights issues of pseudonymity by a librarian well known himself for his humorous writing.