Frontline is a course for staff who work directly with readers and books in the adult lending library.  It aims to change staff practice in libraries by helping library staff gain confidence and skills to meet a wide range of customer needs.  The course gives trainees the opportunity to reconsider the work that they do from a readers’ perspective, and offers them the knowledge, skills and analysis to increase issues, widen the appeal of their library and have the confidence to promote a wide range of books and materials.  The course gives staff practice in talking to borrowers about reading, and their use of the library.  It demonstrates how staff can directly affect social inclusion by respecting reading preferences and by careful targeting and considered promotion.