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Dear Adrian, Regarding return on investment for design in business, see Mike Koenig and Laura Manzari's article "Productivity Impacts of Libraries and Information Services" in the 3rd Edition of the Encyclopedia of Library and information Sciences. Covers a lot of research on the payoff of information services and resources. Marcia -- Marcia J. Bates, Ph.D. Professor Emerita Fellow, American Association for the Advancement of Science Editor, Encyclopedia of Library and Information Sciences Department of Information Studies Graduate School of Education and Information Studies University of California, Los Angeles (UCLA) Los Angeles, CA 90095-1520 USA Tel: 310-206-9353 Fax: 310-206-4460 Web: http://www.gseis.ucla.edu/faculty/bates/