ABSTRACT
In 2001, the future of the library and information service in North Yorkshire looked relatively uncertain. As in many other local authorities' services, book and audiovisual issues, income and visitor numbers were declining. Selby was the first library to be partially refurbished to accommodate a new visitor information function. Scarborough Library and Information Centre was the first of the new fully refurbished sites. Consultation with existing and potential customers covered a range of methods such as working parties, focus groups and straightforward questionnaires. The service looks more professional, is challenging perceptions and as a result external agencies are now working with us in increasing numbers. It is clear that the refurbishment projects have had a dramatic impact on the quality and delivery of services. The library service in North Yorkshire is seen as a forward-thinking organization that embraces change with some agencies now co-located within buildings.
