Another day, another focus group. "I've been asked to provide a couple of library assistants for the focus group on operational management," T. Aldous tells Penny Dreadful. "They want to get an honest view of the library service's delivery of services and the way that we operate within corporate policy. It's important that they see that we're very open and that non-professional staff appreciate the value of their role in doing this. I'll be sending Nadia and Florence and I want you to go go along with them to make sure they're giving the right answers."
Penny's been on six focus groups so far this year, solely on the basis that she won't rock the boat and T. Aldous can bully her into going along and being on message.