The research sought to identify the range of public expectations of policing and to understand their underlying causes. The police had a good working relationship with some social groups. However, some other groups, particularly young people and people of ethnic minority origin, believed the police failed to address their concerns. If the police service is to be in a position to influence the views and expectations of these disaffected groups, it needs specifically to focus on their interests and so build a working relationship with them. The report suggests that the police should regard the public not as a single entity, but as a number of distinct publics, to serve them in "segmented" policing: different styles but not different standards. The police would thus be better able to communicate with all groups in society and could select appropriate messages and media for each separate group. Tables, references, appendix