An action research project was undertaken in the stack service area of the General Reference Library, State Library of New South Wales. The project had a dual aim: to study the actual processes involved in conducting a participative problem solving project and to increase the effectiveness of the stack service while increasing job satisfaction of the staff involved. A representative steering committee was set up which used a questionnaire and feedback method to gather data. It was found that employees perceive the work to be particularly poor in skill variety, task significance and autonomy and that although there are problems with the physical working conditions these are seen to be of secondary importance. Following the feedback the steering committee with the work group have moved on to participative job redesign. No conclusions can yet be drawn about the efficacy of participative methods in increasing either service effectiveness or job satisfaction. However, much has been learnt about the pitfalls and benefits of participative processes in relation to problem solving and communication.