Dave Snowden is Director of IBM's Cynefin Centre for Organisational Complexity. He pioneered the use of narrative as a means of knowledge disclosure and cross-cultural understanding. This has resulted in pragmatic techniques the simulation of social networks, Just-in Time Knowledge management, oral history as an alternative to Intellectual Capital Management Systems and the integration of complexity and narrative models into advanced decision support tools for strategy formation, scenario planning, innovation, branding and cultural change/integration.

With others, he is currently working on a major research programme under DARPA funding, looking at both policy formation and operational strategy for asymmetric threat as part of a general programme on anti-terrorism. The Cynefin model which lies at the heart of the approach has been recognised by several commentators as one of the first practical application of complexity theory to management science and builds on earlier pioneering work in Knowledge Management.

Dave Snowden is adjunct Professor of Knowledge Management at the University of Canberra, an honorary fellow in knowledge management at the University of Warwick and MiNE Fellow at the Universita Cattolica Del Sacro Cuore. He teaches on various university programmes throughout the world. He regularly consults at the board level with some of the world's largest companies as well as to Government and NGOs.

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Chris Bartlett advises Banking and Financial Services customers of Microsoft UK on utilising technology to enable increased business efficiency. Much of his time at Microsoft has been spent advising and implementing initiatives that reduce process duplication, increasing return on Human Capital and driving organisational productivity. Chris has led consulting engagements with many FTSE 100/Global organisations spanning Retail Banking, Capital Markets and General Insurance.

Chris Bartlett has been at Microsoft for 4 years. Prior to Microsoft, Chris spent five years at the 'Financial Times', initially at the Newspaper followed by three years as part of team building an electronic publishing business around the FT brand. Chris is an Associate member of the ‘Work Foundation’ and has a degree in Economics and International Relations from Kent University, Canterbury.

Chris is a confident public speaker and has spoken at events run by the Institute of Economic Affairs, the Global SAP Conference 'SAPPHIRE' and 'Siebel World'.

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Richard has worked in the Information industry since 1993 first as a Research Analyst for Lazard Brothers and Co Investment Bankers, researching cross border merger andacquisitions flotations and then founded an independent information broking service for Perfect Information, selling research services to financial services companies in London, the UK and abroad.

Following this, Richard spent 18 months managing Dialog's UK Client Service department delivering customer training and managing the Helpdesk. A promotion in 1999 led to 3 years as Manager of Learning and Development responsible for sales and support teams and Europe and Asia.

Richard is a Chartered Associate of the Institute of Library and Information Professionals, a former Secretary of London's City Information Group (CIG) and a board member for the Institute of Information Scientists (IIS) and EIRENE (the European Researchers Network). Richard was awarded the UK Library Association's Centenary Medal in 1998 and is a graduate in Library and Information Studies with a BA from the University of Brighton.

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Founder of Knowledge-edge, Strategic and Operational Knowledge Management

Ned Wilsher founded Knowledge-edge in 2003, consulting in strategic and operational knowledge management. With over 10 years experience in information and knowledge management Ned has worked with top professional service firms such as Andersen, Deloitte and Clifford Chance.

Ned previously worked as a tax consultant specialising in tax structures on acquisitions and disposals having trained in the Inland Revenue. In 1993 Ned became involved in the knowledge agenda, and in was invited to head-up the knowledge group providing a range of leading edge knowledge options and consultancy services to the Andersen UK tax and legal practice. This developed into leading the Europe, Middle East, India and Africa Tax and Legal Knowledge Consulting Group. More recently Ned led a high profile change programme that was an integral part of the new strategic direction of the global firm.

Ned has provided specialist advice on realising the value of knowledge employed in business processes. He has also has extensive practical experience of providing practical copyright advice to lawyers and implementing new procedures to manage risk.

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Founder of Knowledge-edge, Strategic and Operational Knowledge Management

Lesley Robinson set up her own company in 1999, specialising in advising companies on information and knowledge strategies, integrating information and knowledge into business processes, the development and coaching of information professionals and general information management issues.

She is a qualified information professional and also has an MBA from Cranfield Business School in the UK. Her previous career has been in consultancy and recruitment within the information industry, as well as general management consultancy. She has worked for organisations such as Bain and Company, KPMG, TFPL and FT.com.

Lesley speaks regularly at conferences, runs training courses and writes articles about information and knowledge issues. She is also writing a book about measuring the value of information and knowledge in organisations, to be published later in 2004.

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Graham Cornish has worked in copyright since 1983. He has run literally hundreds of training courses on copyright, and has written nearly many articles and papers on the topic for libraries and archives from many different perspectives. His publications include Copyright: interpreting law for libraries, archives and information services and Understanding copyright in a week.

He spent several years working on electronic copyright management systems for EU funded projects. He is a Fellow of the Chartered Institute of Library & Information Professionals (formerly the Library Association) and was President of the LA in 2000. He now works as an independent advisor and trainer on copyright under the name "Copyright Circle"

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Roger Cook has worked in the law library field for some 12 years, and as head of the library and information services at Mayer, Brown, Rowe & Maw (formerly Mayer, Brown & Platt) for almost the past 9 years. During this time the service has grown from a "one-man-band" to a staff of 5, with the lawyers serviced increasing from 25 to about 350. Clearly, this has had implications for the copyright issues, beyond those associated with the changes in technology and legislation over that time.

Outside of work, he is active in the British & Irish Association of Law Librarians, and for the past 2 years, chaired their Conference Organising Committee.

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Senior Lecturer, School of Information Studies, University of Northumbria

Pat Dixon is Principal Lecturer in the School of Informatics, Division of Information and Communication Studies at Northumbria University. Her main research area is in the field of Performance Measurement in Library and Information Services, with particular emphasis on measuring value in terms of the user. She is a member of the editorial board of Performance Measurement and Metrics Journal, and member of the editorial board and organising committee of the Northumbria International Conference on Performance Measurement in LIS since its inception in 1995.

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Jonathan Gordon-Till has been Information Manager for the UK actuarial consulting division of Aon, the global risk and insurance services organisation, since 1987. His interests include competitive intelligence, private investigation, information ethics and the philosophy of knowledge, information society studies, and indexing. Jonathan is a Fellow of the Chartered Institute of Library and Information Professionals, a member of the CILIP Ethics Panel and the UK representative member of the Society of Competitive Intelligence Professionals' Ethics Committee.

His articles on information ethics have appeared in several journals, and for 3 years he contributed a monthly column on philosophical issues in information to Information World Review. Jonathan is a member of the Society of Indexers, City Information Group, the British and Irish Association of Law Librarians, and many kindred organizations.

Jonathan gained his first degree in geology and Russian and later went on to study advanced commercial Russian. He is now completing an MPhil in information models in Hungarian law and researching the early Magyar presence in southern Kazakhstan. He is married to an educational psychologist from Kazakhstan.

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Caroline Plumb is co-Managing Director of FreshMinds Ltd., the research and recruitment company she founded with Charlie Osmond in September 2000 straight after graduating from university. FreshMinds‘ unique model links business with a network of Europe’s top graduate professionals, providing a range of award-winning research and recruitment solutions.

The company has received a number of small business accolades, including the national award for employment potential at the 2002 Shell LiveWIRE Young Entrepreneur of the Year awards. It was recently named as the second-fastest growing research firm in the UK by the British Market Research Association, and in October 2003 FreshMinds opened an office in Mumbai, India to build on this growth and enhance its outsourced research capability.

Caroline was born in Manchester and holds a first-class degree in Engineering, Economics and Management from Oxford University. At university Caroline was sponsored by the Government Communication Headquarters for three years, and later worked as an analyst at Fletcher Research (now Forrester Research) before co-founding FreshMinds.

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Karen Blakeman has worked in the information profession for over twenty years and has been a freelance consultant since 1989. Her company (RBA Information Services) provides training and consultancy on the use of the Internet, and on accessing and managing information resources. Prior to setting up RBA she worked at the Colindale Central Public Health Laboratory, and then spent ten years in the Pharmaceutical and Health Care industry before moving to the International management consultancy group Strategic Planning Associates.

Past and current clients include public and corporate libraries, BusinessLinks, information providers, investment and financial services companies, organisations in the food and beverage industry, pharmaceutical companies, trade and research associations, UK government departments. Karen edits and publishes a monthly, electronic newsletter called Tales from the Terminal Room. Her other publications include Search Strategies for the Internet, the UKOLUG Quick Guide to Effective Use of the Internet, Business Information on the Internet and contributions to Food Information on the Internet: a basic guide (published by the Leatherhead Food RA)

She is a Fellow of CILIP: The Chartered Institute of Library and Information Professionals, a member and Hon Sec of the UK Online User Group (UKOLUG), and a member of the City Information Group. In 2002 she received the Information World Review Information Professional of the Year.

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As head of Arcadia Group Web sites she has been responsible for the successful launch of Zoom the ISP and on line fashion retailer, building the company to over 20mln turnover in less than 4 years. With Topshop.co.uk and Miss Selfridge.co.uk as the biggest clients, Eva is the pioneer of online fashion and has been consistently at the forefront of the introduction of new technologies to the High Street while making technology a profitable business.

Ms Pascoe first came to prominence when she co-founded the world’s first Internet Café and then the highly successful Cyberia Group and was responsible for the development of the Cyberia cybercafe concept and rolling it out worldwide (Japan, Thailand, Philippines, Europe). From Poland she came to study Cognitive Psychology at London University and was responsible for interfaces for on-line information systems for both consumer and corporate Intranet applications. Ms Pascoe’s success in Europe has been reflected by her award as European Business Woman of the Year in 2002. She contributed to the Independent and The Guardian covering the politics of innovation and technology rollout to mass-market applications.

She has been awarded both the Grand Award and the Design Award for her to the Information Superhighway by The Sunday Times and British Telecom. A regular guest on Newsnight and The Midnight Hour, with their late transmission time, she is fortunate enough to live in Soho. Eva is asked to speak on various topics including Business in the 21st Century, Change Management, Ecommerce, Investors in People, IT, Internet, Organisational Change, Public Relations, Women in Business.

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Neil Cameron is one of the leading law firm technology consultants. Originally a barrister he moved into technology when he joined Butterworths to help set up the UK LEXIS service in 1980. Four years later he went to Allen & Overy to work on the development and implementation of professional support IT systems for lawyers, primarily know-how and document management.

In 1986 he joined KPMG Management Consulting and was largely responsible for building the KPMG Solicitors Consulting Unit over a period of time during which he and his team assisted over forty law firms and legal departments with technology projects. These ranged from IT strategy and related high-level work, the review of technology-related working practices to establishing requirements and evaluating and selecting systems such as document management, office systems; practice management, CRM, Intranet/Extranet and client collaboration as well as know-how and library systems

He has also been retained by a number of vendors to advise on product development and design, particularly practice management systems.

In August 1994 he left KPMG to set up his own independent consultancy with a number of associates specialising in law firm technology. He is a frequent speaker at conferences and seminars on legal technology issues and has been a member of the Society for Computers & Law for many years; vacating the joint Chairmanship of the Society after four years.

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Martin Cotterill, an associate in Latham & Watkins’ London office, practices in the area of technology and commercial law and provides legal and business advice on the structuring, documenting, negotiation, implementation and management of complex technology and outsourcing transactions, strategic alliances, technology joint ventures, business process outsourcing, business re-engineering transactions and other technology-based collaborations.

Mr. Cotterill has advised on a diverse range of transactions in the financial services, insurance, petrochemicals, entertainment, defense, transportation, pharmaceuticals and oil and gas industries. Mr. Cotterill has advised clients on some of the largest IT and business process outsourcing transactions undertaken, including major business process outsourcing and business transformation transactions in the banking and insurance sectors.

Prior to joining Latham & Watkins, Mr. Cotterill was an associate in Shaw Pittman focusing on outsourcing transactions and in-house counsel for Trafalgar House / Kvaerner in the oil and gas, biotechnology and high technology areas concentrating on commercial law and litigation. Prior to his legal career, Martin was a biochemical engineer working in the project management of chemical plant construction and commissioning projects. Mr. Cotterill is a regular speaker at technology conferences on technology and business process outsourcing.

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Head of Research, Group Economics, The Royal Bank of Scotland Group PLC

Steve Borley heads the research team - part of the Group Economics department - at the Royal Bank of Scotland Group plc, based in Edinburgh. His team provides value-added research support for the Group's economists and also acts as an in-house information consultancy for all Group companies and business areas.

Before relocating to Scotland, Steve worked in London for the information teams at Goldman Sachs, Clifford Chance, Lehman Brothers and the British Library Business Information Service. Whilst working in London, Steve was a member of the City Information Group management committee, serving a Chair in 1999.

Steve has a BA in Philosophy from Lancaster University. He has lectured to the Napier University School of Computing 'Information Delivery' course on making information purchasing decisions and he sits on the school's Industrial Liaison Committee. He is also currently involved in establishing a networking group for business information workers in Scotland.

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Donald Roll is Managing Director - Europe of Alacra Inc. Alacra services help customers to find, package, present and analyse business and financial information. Alacra is not, itself, a publisher but aggregates and integrates information from more than 50 publishers including Barra, D&B, Factiva, Reuters and Thomson. Alacra has over 700 clients globally representing over 100,000 end-users. The company’s largest customer segment is investment and commercial banking, followed by audit, management consulting, law and multi-national corporations.

Donald has over 20 years of experience of management experience within the information industry. Based in London since 1990, Donald started Alacra's Europe operations in 1997 and has negotiated contracts and service level agreements with many of the banks and professional service firms in the UK and Europe.

Since entering the information industry over twenty years ago with Knight-Ridder Financial, Donald has been involved in negotiating contracts with many large City and US firms. In many of these negotiations, the products and services were going to be mission critical to the customer's organisation and a Service Level Agreement was required. He therefore has significant experience in creating SLA's and will be able to share his experiences during the workshop.

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Senior Lecturer at The School of Computing at Napier University, Edinburgh

Hazel Hall is Senior Lecturer in the School of Computing at Napier University, Edinburgh where she teaches modules on knowledge management, knowledge architecture, business information sources, business intelligence and information delivery at undergraduate and postgraduate level. As well as holding qualifications in Information Management Hazel's background includes qualifications in French and Italian language and literature from the Universities of Birmingham, Nantes and Paris Sorbonne.

Her current research interests include the education and training of information professionals, online information services provision, business information sources and services, online communities and collaboration and the impact of the areas listed on knowledge management activity within organisations. She has published widely in these areas for refereed journal and conferences, with further publication activity including professional press and monograph contributions. . Hazel's doctoral thesis on the role of the intranet in knowledge sharing has recently been examined and she expects to graduate with her PhD in July 2004.

Hazel has an extensive contact network within the Information Management sector and completed research and consultancy with companies such as KPMG, Sun Microsystems and Scottish Enterprise. She has much experience of conference organisation, is currently a member of the Executive Committee of Online 2004 and conducts refereeing duties for a number of academic journals and research bodies. With Steve Borley, she is co-founder of the Scottish Information Network. External duties completed in the past have included serving on the British Library Advisory Committee for Research and Innovation, and committees of the Institute of Information Scientists and UKOLUG. Hazel has performed several roles at various examination boards and validations in UK universities, and has most recently accepted an invitation to examine Masters work at Loughborough University.

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Global Head of the Information Resource Centre in the Wholesale Clients (investment and corporate banking) division of ABN AMRO

Janet has responsibility for Business Information Services and Records Management. She has worked in the City for various investment banks in the field of information management over the last twenty-five years.

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Dr. Ian Mackenzie is a Vice President with the Consulting Services division of Capgemini. He has spend much of his career with major strategy consulting firms including the Boston Consulting Group, the Mitchell Madison Group and OC&C Strategy Consultants. For the past decade he has worked as a Senior Partner with responsibility for defining and delivering projects for clients in the Financial Services industry.Dr Ian Mackenzie has spend much of his career with major strategy consulting firms including the Boston Consulting Group, the Mitchell Madison Group and OC&C Strategy Consultants.

For the past decade he has worked as a Senior Partner with responsibility for defining and delivering projects for clients in the Financial Services industry. Dr Mackenzie’s involvement with the information industry is two-fold. Firstly he was Managing Director (Europe) for Thomson Financial from its European start up in 1986 through 1993. Secondly, he headed up Knowledge Management first at Mitchell Madison and then at OC&C. This involved defining and implementing KM systems and processes worldwide.

Dr Mackenzie is now working as an independent consultant to the financial and information industries. Dr Mackenzie holds BSc and PhD degrees from Imperial College, London University and an MBA from Harvard Business School.

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Elaine Reid has responsibility for managing the London Research and Knowledge Management team. She is also aligned to the Financial Services practice as a Knowledge Manager/Researcher. In this capacity, she works with FS Knowledge initiatives, provides value-added research to client teams and co-ordinates and manages research projects.

In her 9 years with Booz Allen, Elaine has worked extensively across all areas of the financial services sector, including retail financial services, insurance, credit cards and capital markets.

In her research capacity, Elaine has worked on a number of assignments, including:

• A market entry strategy for a US credit card company wishing to enter the European card market
• Co-ordinating a data-intensive corporate share of wallet project for a major bank
• Analysis of the mutual fund market in European countries
• Providing market overviews of the European insurance sector

Prior to being at Booz Allen, Elaine spent 4 years as a researcher at Andersen Consulting (now Accenture). Before that she worked for a database consultancy designing , testing and producing online databases as well as providing training on all of the FT's databases. Prior to that, she was a technical translator/abstractor for a major database producer, translating trade journals from German and French into English.

Elaine has a Masters degree in German from the University of Aberdeen.

In addition to her native English, Elaine also speaks German and French.

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For the last three years Robert Santiago has managed the Financial Times Research Centre, the newspaper¡¦s commercial research and consultancy arm.

With over 20 years experience in the business information industry, Mr Santiago spent the first five years of his career in the US where he worked with some top flight international law firms before moving to the investment banking sector. After working in corporate finance for Dean Witter Inc, he moved to London to help set up Disclosure Inc¡¦s European operations in 1987.

After leaving Disclosure, Mr Santiago returned to the investment banking arena and worked in London for Morgan Stanley and Goldman Sachs before joining KPMG in 1995 as head of research in the firm¡¦s Research & information Group. In 1998 he took on responsibility for group research at a national level and managed groups in Manchester, Birmingham and Bristol, as well as London.

Mr Santiago is fluent in Spanish and a regular public speaker on information topics. He has broad knowledge and experience of information management in the financial sector and particularly among large multinationals. He is currently setting up an office the FT Research Centre in the Philippines.

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Julia is an innovative business manager experienced in building new services for corporate clients. Julia has won a position as a trusted advisor on key business issues in times of change. Her insight on change forms an invaluable part of the Intelligent Resources service offering and has made her a constructive and valued participant within the industry. She is still hands-on with responsibility for the identification of new niches, the scoping and execution of client campaigns, career management, benchmarking & advisory services and research.

A member of the Institute of Directors, she also sits on the committee of the London Chapter of the Society of Competitor Intelligence Practitioners (SCIP), and is an active supporter of the City Information Group (CIG) and Special Librarians Association (SLA). She is also a long-standing member of the Recruitment and Employment Confederation (REC).

Julia has a special interest in professional development and is recognised for helping to develop careers at all levels and for encouraging practitioners to reach for a higher, more irresistible profile. As a whole, Julia believes the "people" side of Research & Information is often neglected as companies focus on more tangible factors such as cost and technology, but that we ignore people issues at our peril.

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Research and Business Development Manager, British Library, St Pancras

Nigel is currently responsible for the British Library Research Service which offers online and desk research in science, medicine, business information, intellectual property and business information. The service was launched in December 2003. He also has wider responsibility for the development an integrated package of BL services designed to meet the needs of business users.

Since joining the BL in 1983, Nigel has been responsible for managing a diverse range of services. These have included the Business Information Service research service and BL Lloyds Bank Business Line; the BL seminar programme; the SRIS Holborn science reading room; reprographic and photographic services; the Patent Express document delivery service and the BL Images online picture library. He has also had responsibility for developing the BL printed and electronic collections of market research, company information and trade journals.

He has published a number of guides to online and printed sources of business information.

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Heather Hooper heads up the Business Research Centre at JPMorgan Chase where she manages a team of generalist and sector-aligned researchers supporting the EMEA region. She joined Chase Manhattan just over 6 years ago prior to its merger with JPMorgan and has more than 20 years experience as an information professional, mostly in the financial sector.

For the past 15 months she has been working with Jackie Marfleet as part of the global project management team for JPMorgan’s CRM tool: The Relationship Exchange (RX). Her role includes training new users and running “refresher” sessions for senior bankers, providing input into new releases and generally encouraging the use of the CRM tool for data extraction as well as data input. Current projects include the piloting and roll out of RX on the Blackberry and the installation of software to identify exactly which areas of RX users are accessing.

Over the past 20 years she has been part of an ever changing information scene and still enjoys the variety of the role. Like many other information managers in investment banks she has is currently involved with a project to set up a JPMorgan information centre in India and has welcomed the challenges posed by this new aspect of global information provision.

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Jennifer Barrow is Head of Knowledge Management at the London office of global law firm Baker & McKenzie. She has worked in the legal field for 10 years, having previously gained experience at DJ Freeman and Edward Lewis.

She has been with her current firm for four years and before taking on her current role created the Professional Support Unit, the interface between the information service and the firms's Professional Support Lawyers.

She is a member of BIALL, CILIP, CIG and CLIG and is currently a BIALL Council member. As well as knowledge management issues, Jennifer has a particular interest in the training and professional development of information and knowledge workers.

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Stephen Regan is a Lecturer in Managerial Economics at Cranfield School of Management. Prior to joining Cranfield he was a Senior Lecturer in Economics at Anglia Polytechnic University and a Visiting Lecturer at Birmingham University.

His research interests are in the interaction between firm behaviour and regulation. He acts as a consultant in the public sector and in privatised utilities. He has published mostly in the area of international business and public policy. Stephen has a BA and an MBA from Warwick University.

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After a Cambridge doctorate and then spending many years in industrial process control, Derek joined Legal Information Resources in 1991 as IT and Sales Director; in those days, to sell electronic databases you also had to be the IT guy. Having sold that business to the Thomson Corporation in 1994, Derek and his business partner Christine Miskin continued for six very productive years with Sweet & Maxwell, the UK legal publishing arm of the business, producing such best-selling products as Current Legal Information - still perhaps the epitome of legal metadata publishing. They created the editorial and database systems for the major new online service, Westlaw UK, while Derek ran the Primary Law division of Sweet & Maxwell.

In 2000, Granite & Comfrey was founded as a new business to do the actual grunt work of Knowledge Management and to provide simple, effective systems for deploying it. The company became part of the Tikit Group in August 2002. In addition to the day to day work of Granite & Comfrey, Derek gives talks and serves on panels, and contributes to the knowledge management literature in periodicals.

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Elisabeth studied law at Oxford University although she pursued other activities with more energy – theatre, the Oxford Union, music and punting. After university, Elisabeth spent several years touring in South Africa and India as well as the UK, as both director and performer in musical and theatrical shows.

In 1984 she decided on a change of direction and did a post-graduate course in Library and Information Studies at Aberystwyth. On completing the course in 1985, Elisabeth was appointed Deputy Librarian at Allen & Overy and two years later was made responsible for the whole Library Service at Allen & Overy.

She has built the Library Service from three people and no catalogue into an extensive service of thirty people in London. The service includes Enquiries, User Training and development of online services and support for international offices. Two years ago was appointed Head of Global Library Services with responsibility for creating a global team out of the library staff and services in the A&O offices in more that twenty countries. This is part of the strategy of A&O to build a global legal practice.

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Dr Chris Gentle is Global Director, Research (Financial Services) at Deloitte -- the professional services firm. Based in London, he is also responsible for all research operations across the European business. He specialises in BPO and offshoring and implications for global business.

Prior to Deloitte, Gentle held the position of Director, Research and Strategy at KPMG. He has consulted for many large corporations. He has also been non-executive board director at IFA Promotion, Director of Financial Services at The Henley Centre and a consultant to the European Commission.

Author of two books- the Financial Services Industry (Avebury) and After Liberalisation: a vision of Europe (Macmillan) and over 400 articles, he is a frequent commentator contributing to CNN, BBC, CNBC, Bloomberg, Financial Times, The Economist and the Wall Street Journal. He holds a BSc (Hons) from Manchester Polytechnic, a doctorate from University of Newcastle and was a visiting fellow at Nuffield College, Oxford and Moscow State University.

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