The author

management consultancy services specialising in the public and special library sectors. She has over 15 year of public library experience, both in the UK and South Africa. As a consultant Noeleen has skills in user studies, public library management, positive management of change, information audits and formulation of information policy. In 1999 The Library Association commissioned David Haynes Associates and Information Management Associates to investigate the extent of the use of volunteers in UK public libraries. The research also examined the roles and potential roles for volunteers, current management practice and policy. The research concluded with draft good practice guidelines on the use and management of volunteers for local authorities. This article reports on one aspect of the research findings, notably looking at how public library authorities can work with, and engage volunteers, which in turn can contribute to their overall policy of social inclusion and increased community engagement in the local delivery of services