Enabling customer relationship management: Multi‐channel content model and management for financial eservices

Abstract

This study examines convergence as both a concept and a process. It examines the current state of convergence, various definitions of convergence, convergence practices, and it identifies Seven Observations of Convergence to be used as a strategy for best practices for organizations to integrate new and old media. Everett Rogers (1995) diffusion of innovations and the five stages of the innovation process in organizations, coupled with innovation management research are theoretical foundations used to examine the infusion of technological changes into business practices in the media industry. The study is based on research conducted during the summer of 2002 that included in‐depth interviews, participation‐observation, and archival documents from three leading corporate media groups and convergence pioneers‐Tribune Company, Media‐General, and Belo Corp at their integrated business units in Chicago, Dallas, and Tampa, Florida. The three organizations were selected for field study because they are convergence pioneers that fell under the grandfather clause of the U.S. Federal Communications Commission 1975 cross‐ownership rule and were allowed to maintain ownership of their television broadcast and newspaper business units in the same market.     

Talking about public opinion and public opinion yet to come: Media and legislator constructions of public opinion in the Clinton‐Lewinsky Scandal

Previous scholarship has argued that constructions of public opinion serve one of three dominant purposes: (1) to provide drama; (2) to promote particular strategic political interests; and (3) to symbolically legitimize the public's role in democracy. This paper analyzes media and legislator constructions of public opinion in the Clinton‐Lewinsky scandal. We assess the uses of public opinion and the purposes to which they were put, and particularly examine the use of different time frames in this discourse. Throughout the scandal, the public remained firmly ambivalent about President Clinton, with majorities supporting him remaining in office, even as they disapproved of his sexual relationship with Ms. Lewinsky. However, the media frequently emphasized the possibility that public might change, and this future orientation was joined to a strongly disapproving emphasis on public morality, rooted in a construction of past values. Later the media took present public opinion as a given, but political implications for the present and future framed the coverage. Once the scandal came to Congress, members of Congress usually recognized the public's support for President Clinton, but offered different interpretations of the roots of this support, its proper influence on Congress, and its future course. In assessing political consequences of their votes, legislators acted like investors involved in futures markets, and judged which opinions were likely to retain intensity in the coming months and years. Changing in a dynamic fashion in response to events, elites’ judgments, and polls, constructions of public opinion served multiple purposes, and were strongly tinged by assessments about the stability and basis of public opinion. The low use of present‐oriented time frames delegitimized citizen views.     

Environmental factors in professional development activities: Does type of academic library affiliation make a difference?

The importance of continuing professional development activities for academic librarians is generally acknowledged, but differences in activity levels according to type of academic institution have received little examination. This study compares academic librarians in a single state on the basis of type of employing institution: 2-year institution, predominately 4-year college, or doctorate-granting institution. Demographic profiles of librarians and institutional support for professional activities did not vary significantly across type of institution, but a number of notable differences emerged when the professional behavior of the three groups was compared. Librarians at doctorate-granting institutions belonged to more professional associations, were more active in those organizations, and published more. However, in other activity areas, different comparative patterns were discovered.     

Weed to achieve: a fundamental part of the public library mission?

Weeding or deselection of materials has become an integral part of library management. Based on a nineteen-question survey about weeding practices in public libraries, this article discusses the personal perspectives of public librarians on weeding as well as the weeding practices of their institutions. The three most common criteria for weeding are circulation, physical condition, and accuracy of information. Librarians overwhelmingly believe that weeding increases use of books and patron satisfaction. In addition, the public library was framed as a venue that offers safe, clean, and fresh “product lines” with various natural life cycles and expiry dates. This discursive formation raises questions about the extent to which public libraries and their collections are becoming commodified, homogenized, and ephemeral, and whether such ephemeralness and homogenization serve the interests of all community members.     

Building relationships between organizations and publics: Examining the linkage between organization‐public relationships,evaluations of satisfaction,and behavioral intent

Many public relations practitioners have not incorporated relationship management theory into the practice of public relations because the quantitative and qualitative benefits derived from effective relationship management have been, more often than not, inferred rather than demonstrated. The current investigation was designed to measure respondents’ perceptions of their relationship with an organization and determine the ways in which organization‐public relationships were linked to evaluations of satisfaction and behavioral intent. The results showed that organization‐public relationships indeed were related to respondent satisfaction evaluations and behavioral intent, suggesting that organizations should attend carefully and strategically to the management of organization‐public relationships. Implications of these findings were presented, and limitations to the current investigation discussed.     

Free‐association responses and the investigation of meaning: A technique for instrument development

What is described in this paper is the development of a technique for the measurement of meaning. This technique avoids some of the undesirable features of traditional measures. It is easy to employ and does not require large samples. It is highly relevant to the concept being measured and appropriate to the population under examination.     

The Russian intelligentsia in the public sphere: The mass‐circulation press and political culture, 1860–1917

An independent, commercial mass‐circulation newspaper industry boomed at the end of the tsarist era, one analogous in most respects to that which evolved in the West during the nineteenth century. The Russian press, however, differed significantly from the Western press in the manner in which it functioned politically. Russian journalism, too, helped to open a public sphere in the autocratic environment, in concert with a series of social and political reforms in the 1860s. However, when those reforms failed to create a political order guaranteed by a constitution, the press reconstituted that sphere in a way to actually thwart the evolution of Western liberalism. The pivotal event in this process proved to be the failure of the 1905 Revolution to secure the postreform decades of incremental gains. Like most of the rest of society, journalists became so disappointed by the limited concessions exacted from the government that they lost hope that the autocracy could be reformed. Newspapers sought new political symbols in Russia's past; they found an equally disillusioned intelligentsia, whom they historicized and manipulated so as to undermine whatever substantive part they could have played in using the press as a genuinely transformative institution central to the public sphere.     

Displacement or complementarity? Assessing the relationship between social media and public library usage in the U.S., South Korea,and Singapore

The relevancy of public libraries is often called into question, with some saying that library services have been or will be displaced by, among other things, new media such as social media. This study tested this displacement hypothesis with survey data collected from three nations (the U.S.: N = 879; South Korea: N = 700; and Singapore: N = 987). Ordinal regressions were used to investigate the relationship between the use of social media and nine public library services, taking into account individual demographic differences. The results show that for all three nations, social media use has significant complementary relationships with all nine library services examined. Computer and information literacy training showed the largest effect size. However, signs of displacement effects were observed in the odds ratio statistics, particularly among daily social media users and in reference services, library visits, and time spent in the library, suggesting that where displacement is concerned, these areas warrant extra attention.     

Where the private meets the public: Results of a survey of library professionals’ observed student use of academic library spaces for prayer

Abstract

Reports of college students using the library for spiritual practices, including prayer and meditation, consist mainly of anecdotal observations, news stories, or press releases about the creation of such spaces within academic libraries. Driven by their own experiences with students using library spaces for prayer, the authors examined how prevalent this was across US academic institutions. Using a large-scale national survey, this study found library professionals observe a wide range of student prayer behavior in a variety of library spaces, regardless of institutional or campus demographics. The results provide academic libraries with evidence to support accommodating students’ spiritual needs in library spaces.     

European public service television and the cultural‐educational logic: A comparative analysis of children's and youth programming

One of the most recurrent themes in studies on European television trends, is that the policies of liberalization and deregulation have caused the industry to follow a more market‐oriented or crass commercial logic. New technologies and policies have led to an explosion in the number of commercial channels; new financial, organizational and programming strategies; increasing pressure from advertising and multinationals; and a decreasing role of the state in production and distribution.

This paper looks at how such pressures have affected the policies of European public service broadcasters (PSBs), by concentrating on their traditional commitment to education in an analysis of children's and youth programmes as an index of this change.     

Broadcasting management: A report from the APBE‐NAB employment study

The report that follows is based on one section of People in Broadcasting, the initial report of a research study by the Association for Professional Broadcasting Education and the National Association of Broadcasters, Data processing and reporting were supervised by Mr. James H. Hulbert, Manager of Broadcast Personnel and Economics for the NAB. Processing of the new data has only just been started. Volunteers with suggestions for further analysis are urged to write Dr. Glenn Starlin c/o the Journal. An introductory article to this study appeared in the Spring issue.     

Mythology,narrative, and discourse in Javanese wayang towards cross‐level theories for the new development paradigm

This study is aimed mainly at portraying the profiles of the visitors to presidential candidate's websites in Taiwan's 2000 election. An online survey was conducted, initiated by visitors' clicking button ads on different candidates' websites, which linked them to a questionnaire. The results reveal that mainly the site visitors were male, young, and highly educated. Most visitors agreed that their motive to visit candidates' websites were to acquire candidate‐related information, and to better understand the candidates' standing on policies. Those who visited a particular candidate's site tended to be supporters of that candidate.     

John Morley and the Irish question: Chart‐prayer‐dream

Attempts to circumscribe “the Burkean method” of rhetorical criticism can be frustrating. Critics more profitably might use Burke as an example and a prod, appropriating—as was done in this study—whichever of Burke's concepts, methods, and metaphors seem applicable to a given rhetorical event. Burke's “chart‐prayer‐dream” trilogy, together with his understanding of “strategies,” was employed to examine Morley's “Home Rule” speech before the Oxford Union in 1888. Morley's reply to Randolph Churchill abandoned propositional argument in favor of reviv‐alistic‐exhortation early in the speech; his strategies of form, argument, labelling, style, and mimesis are best understood as those of the High Priest seeking a confessional and an act of expiation from his auditors.     

In the right vein? How adequately are departments of information and library studies educating for health care information management and library services in a changing health service?

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