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    No! There is more to service delivery than profit and loss.

    My view has morphed a bit in recent times because I now have a business to run as well as other stuff, but being a businesswoman does not blind me to the need for personal services in some areas - in fact the opposite is true. I am more keenly aware than ever of the need for the personal touch in service delivery, the things that make a service valuable to people and worth a second visit. Withdrawing people from the front line is a recipe for disaster and loss - unless the strategic aim is to discourage use of libraries - and that is always a possibility - this would be an error of judgement.

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