Interlibrary Loan Meets Six Sigma: The University of Arizona Library's Success Applying Process Improvement

In 2004, the University of Arizona Library Document Delivery Team embarked on a strategic project to assess the service quality and cost of filling interlibrary loan journal article borrowing requests. The Document Delivery Team utilized a Six Sigma Define, Measure, Analyze, Improve, and Control process improvement method. Improvements that were implemented as a result of this study led to increased satisfaction, decreased turnaround time, and lower cost per delivered article. Customer satisfaction surveys were utilized to discover customer expectations and requirements and to evaluate the effect of improvements on the customer experience. Measurement of internal business processes and cost analysis tools were used to determine cost savings.     

Practical Guides

THE ART AND SCIENCE OF RADIO, by Linda Busby and Donald Parker (Boston: Allyn and Bacon, 1984-$20.00).

ELECTRONIC ARTS OF SOUND AND LIGHT, by Ronald Pellegrino (New York: Van Nostrand Reinhold, 1983—$28.50).

TELECONFERENCING HANDBOOK: A GUIDE TO COST-EFFECTIVE COMMUNICATION, by Ellen Lazar et al. (White Plains, New York: Knowledge Industry Publications, 1983—$34.95).

THE CREATIVE CONNECTION: ADVERTISING COPYWRITING AND IDEA VISUALIZATION, by Arthur A. Winters and Shirley F. Milton (New York: Fairchild Publications, 1982—$16.50).

BROADCAST NEWSWRITING AS PROCESS and BROADCAST COPYWRITING AS PROCESS by J. Clark Weaver (New York: Longman, 1984—price not given, paper).

PUBLIC RELATIONS/PUBLICITY: A KEY LINK IN COMMUNICATIONS, by Lois Ehrenkranz and Gilbert Kahn (New York: Fairchild, 1983—$14.50).

EXPERTS IN ACTION: INSIDE PUBLIC RELATIONS, by Bill Cantor (New York: Longman, 1984—$29.95/ 14.95).     

Patronizing young and elderly adults: Response strategies in a community setting

Within the context of an elaborated model of the communication predicament of aging, the effects of particular response strategies to patronizing, intergenerational talk were investigated with written vignettes depicting a community situation. Young adults (N = 222) evaluated a patronizing speaker more negatively than a non‐patronizing speaker, and they also judged both conversational partners to be more satisfied when patronizing speech was absent. As compared to cooperative responses, assertive responses from the patronizee led to evaluations that she was higher status, more controlling, less nurturing, and less satisfied. Patronizing individuals receiving an assertive response were evaluated as less in control and satisfied than when they received a cooperative response.     

Ain't No (Sky)River Wide Enough to Keep Me from Getting to You: SkyRiver,Innovative, OCLC,and the Fight for Control over the Bibliographic Data,Cataloging Services,ILL, and ILS Markets

This article describes the litigation involving SkyRiver Technology Solutions and Online Computer Library Center, Inc. (OCLC). At its heart is who owns library catalog records. It begins with an overview of the organizations and examines their histories, products, and positions in the library services market in an attempt to understand and explain the background for the current situation. It continues with an overview of the lawsuit, including the plaintiffs’ claims for relief and the major arguments in OCLC's motion to dismiss. Finally, it turns to what the lawsuit means for the library services marketplaces, what potential changes may occur, and what OCLC's future might look like.     

Integration of Web 2.0 Technologies in the Translational Research Environment

Recent advancements in translational medicine have created an urgent need for solutions that support information dissemination and facilitate a fluid exchange of data from the research laboratory to the clinical environment and on to the broader community. Medical libraries can help meet this need by incorporating emerging Web-based technologies in support of educational, research, and patient care objectives. Web 2.0 resources facilitate creativity, collaboration, and sharing among users. Integration of Web 2.0 resources allows scientists, students, and medical professionals to efficiently organize and manage the information and resources that are critical in today's quickly changing biomedical research environment.     

Principals’ Survival with Parental Involvement

This paper explores the dynamics of purposeful leadership and parental involvement, two central components of effective schools. The results of four cases studies are presented that consider the ways in which principals work with parents in schools that have a shared, consistent mission. The case studies reveal that principal‐parent interactions are the result of unique processes in each school and are negotiated and institutionalized over time.     

Metacognitive and multimedia support of experiments in inquiry learning for science teacher preparation

ABSTRACT

Promoting preservice science teachers’ experimentation competency is required to provide a basis for meaningful learning through experiments in schools. However, preservice teachers show difficulties when experimenting. Previous research revealed that cognitive scaffolding promotes experimentation competency by structuring the learning process, while metacognitive and multimedia support enhance reflection. However, these support measures have not yet been tested in combination. Therefore, we decided to use cognitive scaffolding to support students’ experimental achievements and supplement it by metacognitive and multimedia scaffolds in the experimental groups. Our research question is to what extent supplementing cognitive support by metacognitive and multimedia scaffolding further promotes experimentation competency. The intervention has been applied in a two-factorial design to a two-month experimental course for 63 biology teacher students in their first bachelor year. Pre-post-test measured experimentation competency in a performance assessment. Preservice teachers worked in groups of four. Therefore, measurement took place at group level (N?=?16). Independent observers rated preservice teachers’ group performance qualitatively on a theory-based system of categories. Afterwards, experimentation competency levels led to quantitative frequency analysis. The results reveal differing gains in experimentation competency but contrary to our hypotheses. Implications of combining scaffolding measures on promoting experimentation competency are discussed.     

Changers and the Changed: Moral Aspects of Coming Out in Physical Education

In this paper we draw from interviews with four lesbian sportswomen and physical educators whose personal journeys inform us about the difficulties and rewards of challenging homophobia and heterosexism. Our co-participants discussed their life stories in terms of the interrelationships among sport, moral, and lesbian identities and their coming out process. Analyses of these narrations revealed three major themes associated with coming out in sport and physical education settings: integrity, compassion, and community. Each of these themes is discussed in terms of our co-participants' experiences and interpretations of moving from fear and isolation to a sense of community and empowerment.     

The role of cognitive engagement in classroom learning and motivation

The article analyzes the concept of student cognitive engagement, and the manner in which classroom instruction may develop self‐regulated learners. Since theory and research on academic motivation, to date only vaguely define the role of learning processes, and since studies of learning strategies rarely assess motivational outcomes, our analysis integrates these two streams of literature. We also identify specific features of instruction and discuss how they might influence the complex of student interpretive processes focal to classroom learning and motivation. Measurement issues and research strategies peculiar to the investigation of cognitive engagement are addressed.