OOH Publishing Blog

A placement with Out of House

Jo Bottrill

Georgia Walters, a student on the postgraduate publishing course at Edinburgh Napier University, describes her work placement in Stroud.

I travelled to the land of Laurie Lee for my placement with Out of House Publishing, a publishing production company based in Stroud, Gloucestershire. The company’s appeal for me lay in their provision of a comprehensive project management service for the academic and education publishers they work with.

I was warmly welcomed into a sunny office on my first day, and was invited straight into a project meeting with a large global education publishing house, for whom Out of House will be managing a series of history textbooks.

Having expressed a keen interest in experiencing the project management workflow from manuscript through to final deliverables, I happily got stuck into the various tasks that each stage involves: it was great to be given the opportunity to make a real contribution to the finished products, as well as practice my editorial skills. It was inspiring to see the level of detail exercised for every title: I was particularly impressed to see a red circle around an incorrectly-italicised comma in an 8pt index!

I was able to work on a wide variety of titles, covering art history, economics, world history and sociology, and I would like to thank the team for taking the time out of their busy schedules to talk me through a number of key learning points, including education publishing, processing new titles, and the various electronic formats for final deliverables, such as XML, LaTeX, ePub and MOBI.

My desk - with Kayleigh on guard duty

Other highlights included afternoon ice lollies, and making friends with the office dog, Kayleigh – I knew I’d settled in when she started napping under my desk! It was a thoroughly worthwhile experience and I would like to thank the whole Out of House team for their time and guidance throughout the placement.


Free For the Taking – How Our Low-Cost/No-Cost Culture is Shaping the Economy

Alex Whittleton

free sign

Every now and then, you come across an article that really, really makes you think. One of our recent favourites is a New York Times opinion piece by the American economic theorist Jeremy Rifkin, which explores the fate of capitalism in a ‘sharing economy’ – defined by the proliferation of free goods, usually shared online. Below is a summary of his fascinating argument, and, crucially, how it relates to the world of scholarly publishing.

We have all benefitted from freebies online. In fact, you probably make use of them more regularly than you realise, without even thinking about it. For one, there’s the vast array of videos, music and other content you view on social-networking sites and YouTube on a regular basis. Then there are peer-to-peer file-sharing networks – from Napster in the early days to the current BitTorrent model – which allow you to share books, music, films and video games with people anywhere on the planet, often without paying a penny.

Add to that open-source software, which allows users – among other things – to build their own websites, and also (offline) 3D printers and Massive Open Online Courses (MOOCs) – a free form of higher education – and you’ll see that our world is absolutely awash with either ludicrously cheap, or entirely free, goods and services.

So what does Jeremy Rifkin have to say?

In his article ‘The Rise of Anti-Capitalism’, Rifkin discusses what he terms the ‘zero-marginal-cost economy’ – an environment in which unit costs are being driven down so much that goods are becoming either very cheap, or free. They are bypassing traditional markets and are therefore no longer subject to market forces; in other words, the ‘sharing economy’ is shaking the foundations of industry upon industry.

Rifkin goes on to discuss The Internet of Things – an impressive new technology infrastructure that will underpin our daily lives by connecting everyone and everything. Sensors attached to everything from natural resources to the electricity grid to offices and homes will feed Big Data back to the platform, which will greatly accelerate efficiency, driving marginal costs down even further in the future.

Rifkin wonders how the economy of the future will function in a world that’s more ‘about shared access rather than private ownership’. The answer, he says, lies in civil society and its non-profit organisations – a sector that’s booming in the current climate. Non-profits tend to promote community sharing, contribute a huge amount to the economy and offer a wealth of job opportunities in the fields that ‘strengthen social infrastructure’ – a boon for a labour market that’s being hit hard by a trend for automated, workerless factories and offices.

How all this relates to scholarly publishing

As we’ve touched upon already, books and higher-education courses are becoming available in free, or nearly free, forms. Without a doubt, the ‘sharing economy’ is shaping the spheres of book-publishing and education as much as any other.

Arguably, though, scholarly publishing – with its digital, shareable forms, from open-access books and journals to eLearning websites and apps – also supports the ‘communal’ character of civil society. In many ways, it does just what Rifkin says The Internet of Things does; it ‘optimizes collaboration, universal access and inclusion’.

To sum up, then, publishing – particularly in its community-led, niche, scholarly forms – is moving with the times at a galloping pace, feeding back into the new economic model that’s driving its transformation in the first place.

The challenge for us all is to contribute in a meaningful way, and for our contribution to mean enough for people to pay us for it.

To hear Jeremy Rifkin discuss this topic in more detail, tune into Radio 4′s latest episode of Start the Week.

What are your thoughts on the explosion of free, shareable content online? Where does this leave publishing as an industry? Let us know below, or on Facebook or Twitter.



London Book Fair 2014 – The Lowdown

Alex Whittleton


For three days every spring, Earls Court Exhibition Centre in southwest London becomes a pilgrimage site for publishers, booksellers, literary agents, librarians and countless other industry experts from across Europe and beyond. The annual London Book Fair – the second-largest book-publishing trade fair in the world after Frankfurt – is a mesmerising modern-day marketplace that has to be seen to be believed. And with LBF 2014 kicking off tomorrow, now’s your chance to grab a ticket and head on down.

Over the last few decades, this one-time trade show for librarians has grown into a media mecca on a truly global scale. The event attracts more than 25,000 people from at least 100 countries; it features 1,700 stand-holders and almost 600 individual meeting places, where back-to-back discussions take place almost seamlessly over the three-day period.

What’s what

The event’s ‘market focus’ initiative throws the spotlight on a particular country or region of note; on its publishing industry, trade links and potential for commercial and cultural partnerships. At LBF 2014, this role is fulfilled by Korea, which boasts one of the top 10 publishing markets on the planet and is considered to be a rising star on the literary scene.

Other highlights include a digital-publishing conference and 300-plus seminars, talks and micro-events that make up the event’s educational programme. Every year, there’s a reliably impressive line-up of speakers, from established and aspiring authors to experienced agents and booksellers to trailblazing technologists. The choice of where to go and what to see is dizzying.

And so is the atmosphere. In fact, the exciting event – at times – approaches sensual overload. In the vast exhibition space, the overhead lights are bright, the lively chatter is incessant and, at every turn, brash, bright logos scream out brand after bookish brand. For anyone with a stake in the publishing industry, the obligatory wander from stand to stand can be an almost intoxicating experience.

Future gazing

A hotbed of networking, publicity, rights negotiations and distribution deals, the eagerly anticipated event is – for many businesses and individuals – absolutely critical to making contacts and building future business. Whether it’s a scheduled meeting, an inspiring lecture or a chance meeting in the maze of corridors that works its way between the countless stands, doors tend to open at the LBF; this is a place where plans are made, deals are stuck and people gaze ambitiously into the future.

And that’s why the Out of House team will be there on each day of the conference – to talk about our business, hear about yours and discover exciting opportunities for collaboration. Whether you need support producing your next academic or education title, advice on XML workflows and eBook conversion, or simply want to discuss digital trends and publishing news, we’d love to meet you.

We’ll be there. Will you? Let us know below, or on Facebook or Twitter.



Literature, Literacy and World Book Day 2014

Alex Whittleton

WBD image

Today is World Book Day (WBD) – an annual celebration of all things bookish that sees libraries, classrooms and bookshops all over the country come to life with the chatter of book-lovers, much-loved authors sharing writing tips and costumed characters from popular fiction. Now in its seventeenth year, WBD has become part of our literary heritage – and not just as a reading frenzy for those who already love books (though it is that, too), but also as a powerful tool for boosting literacy.

Recognised in the UK and Ireland on the first Thursday in March and around the world six weeks later, on April 23rd – a date that weighs heavy with literary significance, not least as the anniversary of Shakespeare’s birth and death – the event is an international phenomenon designed to get people excited about reading.

Its social and cultural value is clear from the support of UNESCO, which describes the day as “a worldwide tribute to books and their authors”. And that’s really what it is – thousands of book-related events take place all over the world to mark the occasion. It’s a great opportunity for bibliophiles everywhere to renew their love of literature, and also for youngsters and adults who are yet to discover the pleasures of reading to be inspired.

Reading in the digital age

That society enthusiastically embraces the written word on WBD is a sign that in our highly technological world, reading hasn’t lost its appeal. In many ways, in fact, the digital boom can be seen to have encouraged reading and writing, with eReading devices and literacy-based websites boosting accessibility to content, the productivity of publishers and, for many, an appetite for reading.

Perhaps this is because the profoundly meaningful, timeless nature of great literature – or, more generally, of storytelling – offers an antidote to our throwaway, digital culture. Reading, in this day and age, allows us to slow down, calm down, step into the past or imagine the future, ponder the lives of others and learn lifelong lessons; in other words, through books we can hold onto a little piece of permanency in an increasingly transient world.

Lifting literacy

Despite this modern-day explosion of content and the appeal of a quiet read, however, literacy in the UK is lagging behind other countries. Towards the end of last year, the BBC reported that fewer young people are reading in their spare time; this article was followed up, only days later, with another that drew attention to disappointing literacy level in British pupils.

As the National Literacy Trust director, Jonathan Douglas, said: “Our research not only reveals that children are reading less and developing more negative attitudes towards reading, but also that there is a clear correlation between this and their performance in reading tests.”

But it’s not just children struggling to read and write, as Cathy Rentzenbrink, owner of the literacy-focused website Quick Reads, explains in her recent article in The Bookseller. There are vast portions of society who find it difficult to read, for one reason or another; people who lack this truly fundamental skill, and who, as a result, find even the simplest day-to-day tasks a daunting prospect.

The power of stories

The art of storytelling is part of the very fabric of what it means to be human. It’s a way of making sense of the world, an outlet for the imagination, a source of information and an incredible social lubricant. In short, it’s as old as humanity itself, and sits right at the heart of the collective character of our species. But some people are missing out.

With this in mind, WBD is much more than just the domain of wordsmiths – though, of course, it’s a fabulous opportunity for book-lovers everywhere to shout about the wonders of their dog-eared favourites. It’s also about nurturing the skills of those who need it most, inspiring and empowering young and old, whether they’re seasoned readers or just starting out. It serves to remind us all of the enduring power of stories and to reacquaint us with some of the greatest characters in literature – characters who will stay with us for life and teach us some of the wisest lessons we’ll ever learn.

As Julian Barnes, in his novel Flaubert’s Parrot, said: “Books say: She did this because. Life says: She did this. Books are where things are explained to you; life is where things aren’t.”

When did you fall in love with reading? Let us know your thoughts below, or on Facebook or Twitter.


Digital Book World 2014 and The Rise of Subscription eBooks

Alex Whittleton


Attracting a dazzling array of techie talent and examining some of the greatest industry innovations of our time, the annual Digital Book World (DBW) conference is one of the most exciting dates in the publishing calendar. This year’s event, which took place last month in New York City, was the biggest, buzziest and most boundary-pushing yet.

In this blog – a follow-up to our last DBW post, which discussed the merits of metadata – we’ll be looking at a new business approach that created a lot of buzz at the event. It’s called the subscription eBook model, and it’s gathering pace, fast.

The eBook empire

The rate of growth in eBook sales might be slowing slightly, but digital editions are still flying off the (cyber) shelves; at the same time, traditional print-book sales are stagnating and high-street bookshops are closing. For the moment, at least, eBooks rule.

So the question on everybody’s lips at DBW 2014 was how publishers can breathe new life into the eBook market to ensure an upward trend in buying habits. It’s a million-dollar question, but a handful of startups seem sure they have the answer in the form of subscription eBook services, which promise more downloads, more often, while keeping both customers and publishers happy.

Bang for buck

This new breed of online business was represented at DBW 2014 by Entitle, Scribd, 24symbols and – probably the most famous of the lot – Oyster, whose sites allow users to browse, download and read fiction (as much fiction as they like, in fact) for a nominal monthly fee. They are like the TV- and film-streaming site Netflix, only for books, and they seem to offer huge bang for buck.

Figureheads from all four businesses spoke on a panel at the conference, persuasively pushing the business case for the model. Not only is it good for readers, who can devour limitless titles without encountering any paywalls, but it’s also a winner for publishers, who benefit from the set-up enormously.

‘As soon as someone reads a book in Oyster, we pay the publisher’, said Matthew Shatz, head of strategy and partnerships at the New York-based company. So publishers are paid in exactly the same way as they would be in a typical retail model.

So far, so good

Crucially, confidence in subscription services are growing by the day. At DBW 2014, Oyster announced that it had managed to secure $14m in investment – no mean feat in these testing financial times.

The company already has a catalogue of 100,000 titles from more than 500 publishers, and is available on iPhone and iPads in the US. And thanks to this recent cash injection, the company now plans to increase the size of its team and release an Android app.

It all sounds good – for trade publishing, at least. But what does the eBook subscription trend mean for our business at Out of House, and for academic and education publishing in general?

Scholarly subscriptions

The truth is that the snowballing popularity of subscription eBooks will have an impact on all streams of publishing. As Tim O’Reilly, CEO of the technology-media outfit O’Reilly Media, said: ‘…there’s pretty clear evidence in many fields that it’s what consumers want.’

In some ways, academic publishers are actually ahead of the game, because of their association with the library market, which operates largely like a subscription service, taking on and lending vast quantities of content. At the moment, a huge proportion of this content is physical books, but increasingly, libraries are offering eBook lending – and that’s without the monthly fee that defines the trade-eBook subscription services.

There are also plans at most of the big academic publishers to bring journals (which are solely subscription-based) and books more closely together. What form this move will take is still largely unknown, but it goes to show that the early adopters of the subscription eBook model won’t be leaving their scholarly counterparts very far behind. In fact, they may even find themselves racing to catch up…

Would you sign up to a subscription eBook service? Let us know your thoughts below, or on Facebook or Twitter.



Digital Book World 2014 and The Merits of Metadata

Alex Whittleton


Last month in New York City, publishers were looking to the future. At Digital Book World (DBW) 2014 – the largest conference of its kind in the world – everything from social-media marketing and metadata to eBook subscriptions and the self-publishing boom were on the agenda. This exciting event has certainly come a long way since its first, tentative steps getting to know the iPad back in 2010…

The running theme of the two-day annual get-together in the Big Apple was the galloping pace of change in publishing – and how to handle it. With dwindling numbers of high-street bookshops, the relentless rise of the industry colossus, Amazon, and the growing popularity of eReaders and tablets, huge change is not only fully underway, but looks set to stay.

Techie themes

Discussions on a range of techie themes were led by a panel of CEOs from publishing houses including HarperCollins, Simon & Schuster and Macmillan, who were joined by countless smaller houses and 1,500 attendees from across the industry – some of the brightest minds in digital publishing.

In a special two-blog mini-series, we’ll be focusing on the two DBW themes that are most relevant to our business here at Out of House – in this blog, we’ll be looking at the merits of metadata (which follows on nicely from our last blog on big data); next time, the spotlight will be on the subscription eBook model, and how it’s shaping the publishing landscape.

Big data’s little sister

Metadata is the information (about information) that contributes to big data. It’s big data’s little sister, and retailers and libraries need it to classify content, marketeers use it to push out the relevant information at the right time, and users – often without even knowing it – rely on the stuff to discover and select their next purchase.

As we explored last time, data is important for those who need to ensure their content stands out in the ocean of big data, in order to aid science and technology research. But as DBW confirmed – if any confirmation were needed – it’s also crucial for anybody in the business of content creation, who wants that content to be discovered, bought and enjoyed.

Metadata and you

As we all know, book browsing today is less about wandering down dusty bookshop aisles waiting to be inspired, and more about keywords, clicking, searching and viewing. It’s the stuff that works hard behind the scenes to organise browsing lists and match our searches. We use it to filter our options by subject, genre, author, format, ISBN and price point; you name it, metadata organises it.

It’s not a new phenomenon, by any means, but the digital boom has placed metadata at the forefront of book-selling. Whether we’re talking about print titles in traditional bookshops that need effective marketing, print titles sold online or digital-only content – where the entire experience, from discovery to delivery, is in the digital realm – metadata is more important than ever.

The metadata machine

Attendees at DBW 2014 couldn’t have left the conference hall in New York City any surer of the incredible power of good-quality, well-assigned metadata. It’s no longer an option for publishers, or merely the domain of digital-savvy businesses; no, storing metadata in easy-to-read, accessible formats like XML – as we do here at Out of House – has become one of the keys to longevity for anyone creating content.

What’s clear is that in an industry that’s no longer dabbling in digital, but completely awash with technology, the manipulation of this highly sophisticated data-filing system – the metadata machine – is not only desirable, but tantamount to success.

Is your business putting metadata first? Let us know your thoughts below, or on Facebook or Twitter.


Elsevier, UCL and the Big Data Revolution

Alex Whittleton

Blog 3 image

Here at Out of House, in typical New Year fashion, we’ve been trying to predict the industry innovations, trends and partnerships that might define the months ahead. And after the recent opening of the UCL Big Data Institute (BDI) – a collaboration between the global science publisher Elsevier and University College London (UCL) – we have a feeling that developments in data crunching will take centre stage. Here’s the lowdown on academia’s big move towards big data.

Big data explained

The term ‘big data’ refers to the torrent of data brought about by advances in digital technology. It’s the same as old-fashioned data, only there’s a lot more of it, and from multiple, ever-changing sources. We’re talking about vast, unstructured data sets that are so complex they need to be processed by specially designed tools.

The pioneering collaboration between Elsevier and UCL announced last month will focus on cutting-edge research into the analysis, use and storage of all this information. The plan is to develop innovative technologies and analytics tools that will help scientists mine scholarly content and data more efficiently, allowing them to find the most relevant information at speed. Routine tasks, such as forecasting trends, will become easier than ever.

Everyone’s a winner

A mutually beneficial partnership, the BDI will involve a two-way exchange of insights and resources. On the one hand, UCL will receive funding for research projects from Elsevier and have access to the publishing giant’s large-scale technology. Elsevier, on the other hand, will get to work with some of the brightest minds in science, and can use the initiative to build on several of its established projects in web analytics and research.

And if all goes to plan, it isn’t just UK science that looks set to benefit from the initiative; the economy will, too. As David Willetts, Minister of State for Universities and Science, said: ‘It’s estimated that the big data market will create up to 58,000 new UK jobs by 2017. Collaborations such as the one between University College London and Elsevier are vital if we are to take full advantage of the big data revolution and stay ahead in the global race.’

Thinking big

But big data isn’t just relevant to scientists and economists – far from it. This unprecedented explosion of information and the impulse to analyse it is having an impact on everyone involved in producing scholarly content; content that, in some form or other, contributes to the vast ocean of data.

If content is to stand the test of time and be useful to researchers, it must be enriched in the right ways; and it is the application of languages such as XML in the production stages that make content simpler to curate, search and analyse. Here at Out of House, our XML workflow lends itself perfectly to publishers who see the long-term potential of their content in the way that Elsevier and UCL do – as versatile, reusable, accessible and sharable.

The recent union between two of our greatest science institutions highlights the transformative potential of information. Whatever your views on the partnership, one thing’s for sure – the BDI is sure to be a game-changer in 2014. Watch this space.

How is big data shaping your business? Let us know your thoughts below, or on Facebook or Twitter.


A Learning Free-for-All – The Changing Shape of Higher Education

Alex Whittleton


eLearning, MOOCs

eLearning, MOOCs

They’re called ‘MOOCs’ (Massive Open Online Courses) and they’re springing up at universities across the globe. Free of charge, open to all and accessed remotely, the courses look set to change higher education forever. Out of House explores this uniquely modern educational phenomenon, and what it could mean for the future of learning.

The idea of using technology to teach students remotely isn’t a new one – the Open University began broadcasting TV lectures in 1969. But doing so without setting course-entry requirements and completely free of charge is groundbreaking.

The brainchild of Canadian educational theorist Dave Cormier and two academics from the University of Manitoba, MOOCs are fast becoming the learning experience of choice for students everywhere. After all, what could be more tempting for a would-be scholar than receiving an education anywhere on the planet without paying a penny – and at a time to suit them? We have to admit, it does sound good.

Gathering pace
MOOCs have gone from strength to strength in just a few years. The first was launched in 2008 by the pioneering Manitoba trio (mentioned above); 2,300 people signed up. In 2011, Sebastian Thrun, a professor at Stanford University, offered a MOOC in Artificial Intelligence that attracted 160,000 students (of those, 23,000 graduated). And the first MOOC from Edinburgh University catered to 100,000 students – four times the campus population.

Thrun has now set up his own MOOC university – Udacity. Another, also based at Stanford, is Coursera, which boasts a jaw-dropping 5 million students and offers 400 courses from 85 universities across all five continents. The MOOC star is clearly rising – and no wonder, when you consider today’s sky-high degree tuition fees and the vast power and reach of the Internet.

A win-win
In many respects, this educational innovation is a win-win situation. Students, of course, are happy to be receiving an educational freebie from some of the world’s foremost academics, while lecturers are delighted to be sharing their wisdom on such a grand scale. And the universities themselves seem to be benefitting from a MOOC-friendly status, which boosts their popularity and renown and, ultimately, increases enrollment numbers on traditional, fee-paying courses.

Anant Agarwal, founder of edX, a non-profit MOOC centre that distributes content from MIT, Harvard and Berkeley, said: ‘It’s the biggest innovation to happen in education in 200 years’.

A way to go
So what’s the catch? As yet, MOOC certificates are not widely recognised by employers or as credits that can go towards full degrees at universities. Sceptics insist that their quality is compromised by untested assessment methods and the lack of an effective cheat-control system. And, of course, many believe that an online seminar or lecture is an inadequate substitute for the energy and creativity of classroom learning.

What next?
But it’s early days, and the MOOC model is a work-in-progress. If we are to see the potential in the idea of virtual learning, we must first accept that it is (and will always be) an entirely different experience from a traditional education. These courses represent high-level learning at its most experimental and exciting, and they’re setting a powerful precedent in the ever-evolving world of eLearning. Only this month, tech giant Google followed suit with the launch of its Helpouts – free and paid-for one-on-one online tutorials across a spectrum of disciplines.

As L. Rafael Reif, President of MIT, recently said: ‘There is a new world unfolding, and everyone will have to adapt’.

Can an online lecture or seminar ever rival classroom learning? Let us know your thoughts below, or on Facebook or Twitter.


Pearson’s Perfect Partners – EdTech and the Future of Learning

Alex Whittleton

Blog 1 image

In today’s highly competitive, digitised world, the need to empower educators with great teaching tools and engage students in new ways has never been more pressing. So could a recent collaboration between Pearson, the world’s biggest education publisher, and a handful of education-technology (‘edtech’) companies be about to change e-learning for the better? Out of House takes a look.

This month, the education-publishing and assessment giant Pearson has joined forces with three cutting-edge edtech enterprises in Boston, USA. The aim of the collaboration is to come up with exciting new ways of digitising learning content to overcome some of the greatest challenges in education today.

Pearson’s new partners are the self-dubbed ‘entrepreneurship campus’ Exponential TechSpace, a communal workspace for more than 20 industry start-ups, as well as LearnLaunch, an educational programme- and event-provider, and its sister initiative LearnLaunchX, which focuses on developing young edtech businesses.

The publishing heavyweight will provide market information, product guidance and a mentoring scheme to help support its partners. The edtech innovators will also have access to Pearson’s growing community of software vendors and its web-based student information system, PowerSchool. In return, the industry leader will be working with some of the brightest minds in the edtech arena to embrace changes in education, as and when they arise.

Diana Stepner, Head of Future Technologies at Pearson, said: ‘…we believe that technology has the power to transform education, but also recognise that the industry faces some big challenges that we can’t tackle alone. That’s why we’re excited to be teaming up with Exponential and LearnLaunch…to share our deep knowledge of the education industry with start-ups on campus, while also learning from their dynamic, fast-paced cultures.’

What’s so exciting about the partnership is that it won’t just benefit the organisations involved – far from it. Any significant edtech innovations in Boston are sure to be felt across the wider education community. So where might this development take education publishers here in the UK? We’ll have to wait and see.

What are your thoughts on Pearson’s new partnerships? Let us know below, or on Facebook or Twitter.


The bigger picture

Alison Evans


In a production role it is very easy to get caught up in deadlines and keeping things moving. Meeting deadlines is of course a large part of what our customers expect, but there is a danger of losing sight of the bigger picture of what we’re helping our customers to produce. At the heart of our ethos is the refusal to be a sausage factory; we take care to engage with each project we work on so that we are constantly learning and improving, and thus serving our customers better as time goes on.

That is why I jumped at the chance to attend the presentation of one of the books I recently project managed – not just because it was held at the House of Commons, which made me feel a little bit grand (even when standing in the queue with the hundred or so other people attending various events that afternoon), but because it was a chance to get out from behind the desk and actually see the book in context.

There was a lively debate, with talks given by the series editor and author addressing those issues in the book, and how they impacted on policy makers and society. I had a great time chatting with authors, series editors and, of course, those who would be using the book – it was exciting to see what a buzz it was creating. I came away on a high and with a much better understanding of what our customer is trying to achieve with their business.

It is extremely useful to be reminded that all those deadlines are actually books going out into the world. It enables us to remain open and respectful to authors, take pride in what we are doing and, above all, continue to serve our customers to the high standards we strive for.



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