The purpose of this paper is to identify the factors that contribute to a successful long-term outsourcing arrangement, particularly in the facilities management area. Organisations expect to achieve many benefits from outsourcing, despite the fact that there are significant risks associated with unsuccessful outsourcing. The paper analyses a successful multiple activity outsourcing case study. Six managers and team leaders, who have initiated and managed the sixteen outsourced activities during an eight year period, were interviewed. In order to complement and confirm the interviews, the observation of four monthly performance review meetings was conducted. Eighteen key success factors for a long-term outsourcing arrangement have been identified and approved by the interviewees. They have been used to construct the 18C's model.

Purpose -The purpose of this paper is to describe the development and rationale for the creation of a scalable approach to online database instruction. Design/methodology/approach -The paper discusses the pedagogical, organizational, and technological considerations for developing an interactive, online tutorial that can be used by librarians for database instruction. Findings -Database instruction during one-shot library sessions is a cornerstone of information literacy programs, but with a move to online instruction, it has not been clear how to replicate many of the pedagogical advantages that take place in a face-to-face environment. Librarians along with programmers have developed a new type of scalable and pedagogically-sound interactive tutorial. Originality/value -The paper provides librarians with a history of the development of a tutorial that has been released as open-source software program that can be easily modified by other libraries.

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