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The client and the Problem The Information Services Division of the British Tourist Authority is responsible for dealing with over 1.5 million inquiries a year, through about 80 information staff in the offices which it maintains in 25 countries. Some of the staff are British, others are nationals of the countries where the offices are situated. While some are on the permanent staff of the BTA, others are recruited for short periods and work for BTA for times ranging from a season to a few years. Methods of recruitment of local staff vary from country to country, according to local legislation; in some countries it is possible to advertise, interview and recruit in the same way as would be done in the United Kingdom, but in others this is not possible, and BTA's recruitment depends on those who take the initiative of offering themselves for employment.