1. Being Mad About Good Service Rebecca Marsh

2. Format of the evening Rebecca Marsh (MD, ASLIB and Service Development Director, Emerald) – Being Mad about Good Service Jacqueline Beattie (Global Contract Manager, Dow Chemicals) – Body of Knowledge in Information Management Graham Coult (Editor-in-Chief, Managing Information) – Why Data Protection is Important Roundtable discussions and networking

3. What does ASLIB stand for? ASLIB is a membership association for people who manage information and knowledge in organisations.

4. Why is service important now? Expectations of information and knowledge management and provision are changing Expectations of roles of information managers and service provision are changing Look beyond our own service users and see their service users

5. Moments of realisation You Must Be Crazy You Need to Look Outside More

6. You must be crazy Notable Game-changers which at first sight seem crazy - eBay – an internet auction site for unwanted goods Twitter – a message service with restricted message length that implies the messages are trivial Virgin – a name for any new company

7. Crazy ideas Greater availability of information (and free information) = reduced requirement for information professionals New generation of users search for information very differently Librarians are actually feared

8. Should this prompt us to think in different ways? The embedded librarian Transliteracy through a range of platforms to communicate more effectively Asking for information more effectively

9. We need to look outside more Where do we get inspiration? Our spaces are changing (no longer just physical assets in a physical space). Libraries, information centres and museums can be used differently – socially, service provision, centres for your communities

10. Discussion topics What are the changing needs of our users? How do we shape service to become a crucial partner in solving information problems?