Contents:

1. Who needs a war over copyright law?
   by Charles Oppenheim, Loughborough University

2. A 21st century problem: a traditional solution
   by Manny Cohen, RM Online Ltd

3. 'Good grief': encouraging customers to complain
   by William Hann, FreePint

4. The agile workforce: competency based careers
   by Angela Abell and Darron Chapman, TFPL Ltd

5. From sausages to strategy: climbing the value chain in your organisation
   by Steve Borley, Royal Bank of Scotland

6. Not yesterday's fad
   by Andrew Woolfson, BDO

7. Information outsourcing: learning lessons from IT
   by Gary Giddings, IRN Research

8. Linking business and information management to drive KM
   by Lesley Robinson, Lesley Robinson Consultancy Services Ltd