How does a supplier of information products, whether in an electronic or hardcopy format, go about keeping a customer happy when that customer happens to be a law librarian? The challenge of providing excellent service is of as much interest to the law librarian as a provider of services as it is to him or her as a consumer of services. For the session entitled “I can't get no satisfaction?” a panel of speakers was created consisting of David Smalley (Commercial Director at Lawtel), Paul Baker (Executive Director, Operations at Butterworths) and Pippa Hall (Customer Services Manager at Sweet & Maxwell). The panel was asked to focus on customer care and how it might be improved. As leading players in the field of customer care within the legal information sector how have they dealt with the issues of billing and customer support and how have they communicated with those customers that have raised problems? Do the speakers see a role for law librarians in the process of product development? How do the speakers see their products developing in the future and how do they expect future developments to be communicated to law librarians in the future?

On reflection, if it were not for BIALL I might well not be writing this. I am not referring to John's invitation to give a presentation in Cork but to the fact that BIALL played a pivotal role in my becoming a professional support lawyer. In 1997, Kate Hodgson and I were awarded BIALL bursaries to go to the AALL Conference in Baltimore; while we were there, Kate happened to tell me about the PSLs at her firm, Cameron McKenna, and the work they did. The more she told me, the more I thought, like the character Mike in the musical A Chorus Line, ‘I can do that, I can do that!’ I came home from Baltimore having gained not only a good friend but also the idea of changing my career in a way that would combine my legal training and my law library and publishing experience.

With the adoption of the new 17 SMART Sustainable Development Goals (SDGs), access to government information becomes essential for these goals to be realised. This view was corroborated by IFLA (International Federation of Library Associations and Institutions) at its 2015 Cape Town Declaration. In Nigeria, the drastic reduction in the revenue accruable to the government following the sharp decline in the price of crude oil and the subsequent impact on the nation's economy have made it imperative for citizens of the country to insist on transparency and accountability regarding the activities of the government. Otherwise, the SDGs could end up like the much-talked-about MDGs (Millennium Development Goals) whose records were unimpressive despite the oil boom of that era. Public libraries could serve as useful channels for providing government information to citizens. However, their managers lack the necessary technical skills. This article considers how public libraries in Nigeria could provide access to government information for its users. This study is based on existing literature, international binding documents and observations, as well as drawing on the wealth of experience of the researchers themselves and their interactions with public librarians. It is recommended that the scope of the curricula of library schools in Nigeria be broadened to include the mandatory teaching of management of government information to budding librarians. Also, there should be collaboration between public librarians and law librarians. Such collaboration would help provide more access to government information for the citizens of Nigeria. Law librarians could also benefit from the collaboration and devise better skills to help improve their services to users.

Anne Jones, Assistant Commissioner for Wales, reports on how the Act has been implemented in Wales, discusses some of the issues that have arisen as a result, and outlines the Information Commissioner's approach to its regulation.

Libraries in the Bahamas date back to the early nineteenth century and were initially set up through the activities of the Reading Society, the Bahamas Institute and the Bahamas Society for Diffusion of Knowledge. By the end of the nineteenth century there were five public libraries and reading rooms in the islands of the Bahamas namely: Nassau, Dunmore Town, Matthew Town, New Plymouth and Governor's Harbour. Readers had to pay a subscription to use these libraries and their founding was considerably influenced by the colonial presence on the islands. There are also many school libraries in the Bahamas and the Department of Archives has a very rich and highly patronized library.

The Olympic Games are the world's most recognised international sporting event alongside the FIFA World Cup. Started in ancient Greece, the Olympic Games were revived in modern times in 1896 and occur every four years. This article, by Esther Cho, discusses how to research the structure and legal aspects of the Olympic Movement. It also encompasses the general array of international sports law resources connected to the Olympic Movement.

This article is broadly based upon a presentation given by Gordon Anthony, which was given at the annual conference of the British and Irish Association of Law Librarians on 15 June 2012 in Belfast. Its purpose is to outline some of the ways in which public law in Northern Ireland is unique within the wider setting of the UK. Although it is true that the law of Northern Ireland shares much in common with principle and practice elsewhere in the UK, there are some notable differences that are attributable to the fact that Northern Ireland has its own court system and legal and political history. The article thus examines some of the differences that exist at the constitutional level and which can be associated with, most famously, the Belfast Agreement 1998. It also summaries some of the differences that can be found at the level of legal citation, for instance of case law and statute law for the jurisdiction.

In this article I'll be covering the following:

[bull ] some widely held perceptions of distance learning

[bull ] how distance learning takes place within law at The Nottingham Trent University (NTU)

[bull ] the UK Libraries Plus national support scheme for distance learning students in the UK

[bull ] how I provide support for my distance learners

[bull ] the practical difficulties that distance learners face

[bull ] perceptions or misconceptions? – do my original perceptions still hold true?

[bull ] some ideas for the future

At this point, I should point out that I'm not promoting The Nottingham Trent University as a model of best practice, but just outlining our experiences. If anyone has any more sensible approaches or solutions to the issues I'll be covering then please let me know.

This article by Stuart Stone, Librarian at the Radzinowicz Library at the Institute of Criminology at Cambridge, examines a selection of online information resources used by criminologists and compares their particular features and deficiencies. The author's involvement in training early career researchers, both in formal training sessions and one-to-one sessions, over a long period, allows for user responses and experiences of the resources to inform this examination.

‘Classification, then, is a tool for very simple but infinitely important purposes. Its whole object is to secure an order which will be useful to readers and to those who seek information with the smallest complication of search or other effort. It is a technique designed to expedite the full use of the knowledge stored in books and other material housed in the collection.’ (Maltby, 1975). Rita Marcella expounds her view of the importance of subject classification.

Accounts of the interface between law, gender and modernity have tended to stress the many ways in which women experienced the metropolis differently from men in the nineteenth century. Considerable attention has been paid to the notion of separate spheres and to the ways in which the public realm came to be closely associated with the masculine worlds of productive labour, politics, law and public service. Much art of the period draws our attention to the symbiotic relationship between representations of gender and prevailing notions of their place. Drawing on well known depictions of women onlookers in the trial in fine art, this essay by Linda Mulcahy explores the ways in which this genre contributed to the disciplining of women in the public sphere and encouraged them to go no further than the margins of the law court.

Claire Greening explores some of the challenges that library and information professionals face when weighing up hard copy and online resources. Rather than trying to establish a preferred or ‘best’ format, this article instead explores the advantages that both formats have to offer and considers how they can co-exist within the law library. The article concludes with some questions to ask when purchasing and organising resources and explores some of the practical considerations to take into account regarding training.

Peter Clinch, Information Specialist – Law, Cardiff University describes the nature of the BVC and the important role played by law librarians in the training of young barristers.

Vanda Broughton describes the methodology of constructing a thesaurus from a faceted classification for law (Bliss Bibliographic Classification 2nd ed. Class S). The structure of the classification is described, and the way in which the thesaural relationships are derived from this is demonstrated. Recent work to automate the process, using the encoded classification data used for the schedule display and alphabetical index, is explained. Examples of the way in which this functions are included, and an analysis of the output shows where editorial work will help to improve the resulting thesaurus.

Ruth Bird, Bodleian Law Librarian, explains how the original home-grown classification scheme became unfit for purpose, due to the enormous expansion of international legal materials held, and the reasons for implementing the Moys scheme. She outlines the progress and the problems encountered to date in this huge project.

The notion that we are living through times of great change in the communication of information and the transmission of texts is a truism which will bring a weary look to most professionals with any kind of involvement in the area. The digital age, the information age, the electronic age — we've all heard these terms so many times and have sat through innumerable discussions, and seen even more documents, trying to sort out what it all means. There are almost as many views on the likely pace of change and the shape of the landscape 10 or 20 years from now as there are librarians to hold forth on the subject. Perhaps this helps to explain why the library community as a whole seems to be in such a rudderless state regarding the creation of digital content; no shortage of action, but no overall sense of direction. I am talking here about digitisation of our documentary heritage, that vast mass of books, archives and other media which fill our library shelves today.

The Kent Law School at the University of Kent celebrated its 40th Anniversary in 2008 and Diane Raper, the current law librarian, reviews the changes that have taken place over the years in relation to user comment and feedback, and external drivers which have ensured the provision of a first-class library and information service for staff and students. She also considers the major changes in the modus operandi of the service over the last 40 years.

This article by Sarah Batts discusses findings from a dissertation research project investigating LPC and BVC students' use of resources in supporting their legal research. Although there are many similarities between the two cohorts in the tasks they find difficult, or their use of a virtual learning environment, there are also key differences in the sources of help they would turn to first to look for answers to problems. This understanding of the different emphasis that students place on different resources provokes a number of questions which, if addressed, could help promote a positive library experience for students.

The development and introduction of CILIP's new Framework of Qualifications is the most significant policy initiative of the newest professional body for the library and information community, writes Marion Huckle, indeed it is arguably the most important development since the Library Association was awarded its Royal Charter in 1898. She outlines the changes and highlights the opportunities for those involved in information work in all sectors and at all levels.

This article written by Hélène Russell aims to look at the measurement of Knowledge projects and activities in a simple, practical way, with the aim of helping busy law firm librarians understand whether their various Knowledge Management (KM) projects and activities are having a positive effect and are value for money in a general sense. Be forewarned: the benefits of KM are often intangible and the way that KM affects tangibles can be complex, so measurement is difficult. However, that does not mean that you cannot approximate an answer which is useful for informing business decisions.