ABSTRACT
This chapter considers the myths that may be perpetuated about personalised services. It explores an adapted model of cost-effective service excellence by considering some definitions of the cost of service. University administrators question their investment in library and information services, especially citing the internet as providing much of what subject specialist librarians can offer. Companies aim to achieve a competitive advantage over those producing a similar product; in an ideal world, libraries are not competing with each other. Poll and Bryson provides a number of detailed analyses and description of cost types with additional summaries of costing techniques that are worth investigating further if you require specific tools and techniques. Strategic vision allows those managing the service to look both internally and externally, weighing up the current environment against potential for the future while providing clear, proactive, passionate leadership for the organisation.
