A qualitative study was undertaken at the Kelvin Grove campus library of Queensland University of Technology to discover which aspects within the library hinder students from using it effectively and which aspects help. Data collected using the critical incident technique and photography revealed how students perceived the library itself, and how they perceived the library staff It also gave a bonus -an insight into the library s client, the student. The data not only confirmed studies that have documented 'library anxiety; and how students learn to use the library, but also illuminated how library staff make students feel guilty; provided insight into the stages of development through which university students progress during their tertiary studies; and showed their progression through a series of stages in their use of the technology found inside the modern academic library.

Following the amalgamation of three former Brisbane TAFE colleges, library management prepared for a combined library service by forming cross-campus groups of staff to ensure that quality client-focused services would be delivered. Groups developed through several stages on their way to a shared vision for the library service which has led to benefits for the library's clients. The activities involved in developing the vision have enhanced staff professionally and personally by increasing satisfaction in their work, and sharpening their problem-solving and decision-making skills.

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