1. What about correction charges?
Our aim is to give customers an invoice that exactly matches the estimate. We include a small amount (5 per cent of setting cost) to cover essential changes between first and second rounds of proofs. If further costs are likely we inform the customer and charge at percentage costs and not hourly rates.

2. How do you provide estimates?
How the customer wants them. We are happy to provide anything from initial ball park figures to a detailed breakdown of all operations. We are also very pleased to work to customers’ budgets, explaining exactly how we would match our service to the funds available. All estimates are free and we are happy to look at different ways of costing jobs.

3. What separates you from your competitors?
We are in a market where our competitors are often very good! We believe we match their standards on price, quality, scheduling, management etc. If we are different it is in two areas. First we offer to do the bits and pieces that others may not like doing: permission clearing, focus groups, technical reads, etc. Second we aim to create a truly co-operative and friendly working environment; we like what we do.

4. What are your plans for the future?
In general we intend to continue the steady growth that has sustained us for the past fifteen years. We expect to produce nearly 250 titles in 2002; we produced 11 in 1985. We will continue to buy the latest essential kit while using specialist suppliers where appropriate and, having recently completed the purchase of our own offices in Waterbeach, we are beginning the development of our roof space into a customised studio.

5. Do you only produce books?
No. Our skills are in the authoring, editing, design, illustration and illustration of educational and other materials. We are happy to apply these skills to whatever medium is required: the printed page, CD ROMs, Internet sites etc. We have experience in all area.

6. What final output do you deliver?
This is up to you. We can supply anything from application files to printed books with postscript files, pdfs and other formats increasingly popular.

7. It seems you do everything; this can’t be true?
We don’t do everything, but we probably know a woman who does! Our strength has been project managing, with numerous key skills in house but several specialist services placed with our associate suppliers. This approach means that customers always get the best people on the job and that tight schedules can be met because we can expand when we need to. Just ask us.

8. You’re in Cambridge, we’re in Oxford. A problem?
No, we use modern communications, of course, for conference calls etc. We have contracts with several courier companies. we understand the need for fast turnaround. However some face to face communication is desirable (it makes the job more sociable as well) and we have people regularly visiting customers. At present we have clients from all round the UK.

9. I’ve got a job you might be able to tackle for us; what should I do?
Contact Jo Barker, Graham Hart, Chris McLeod… or anybody at Hart McLeod. We look forward to hearing from you.