Wilson is co-author of: Process Mastery - How to Establish and Document the Best Known Way to Do a Job, The Library's Continuous Improvement Field Book -- 29 Ready-to-Use Tools, The Quality Library: A Guide to Staff-Driven Improvement, Better Efficiency, and Happier Customers, and A special joint issue of Indiana Libraries (Indiana Library Federation) and Journal of Library Administration and Management Section (New York Library Association), 2007.

Rick Doran
Rick Doran is president of People First, Consultants in People, Process & Planning. He a business professional with over 33 years of experience in leadership, training, employee development, executive coaching and customer quality improvement with Allstate Insurance Company. He is a certified Crosby Quality Education System Instructor, Continuous Process Improvement Instructor, and has completed coursework in Advanced CreativeThinking, Breakthrough Strategies, Self-Managed Work Teams and Quality Function Deployment. Experiential team-based training courses are part of Rick's expertise. He is a licensed facilitator for Stephen Covey"s "Seven Habits of Highly Effective People" workshops, and has completed Covey"s "Principle Centered Leadership" and "First Things First" seminars. He is the author of "The Twelve Steps To Customer Trust" and has developed a skill-based workshop which he presents in a public format as well as customized for private company presentation.

Sara Laughlin
Sara Laughlin is Director of Monroe County Public Library, Bloomington, IN. She is also past president of Sara Laughlin & Associates, which specializes in customer-focused, future-oriented planning and communications. She has a deep understanding of public library operations. During the last three years, she has worked with Ray Wilson, Denise Shockley and 19 Indiana public libraries to develop the Continuous Improvement for Libraries Initiative, an approach to planning and management of libraries that incorporates systems thinking models. Her book Getting Better Every Day; Tools for Continuous Improvement in Libraries, co-authored with Wilson and Shockley, will be published in early 2003 by ASCLA. Before launching her business in 1997, she served for 15 years as director of regional multi-type library consortium and for two years as planning and development specialist for the statewide multi-type library consortium INCOLSA. Laughlin was the architect of the INCOLSA Wheels courier service which now serves 500 libraries and loves more than 2,000,000 items a year.