Untangling the jungle of e-journal access issues using CRM software

Librarians have been struggling for years with the variety of issues arising while troubleshooting access to electronic journals. This article outlines the advantages and disadvantages of using a Customer Relations Management (CRM) software, originally designed for a call center, to communicate with patrons and track access issues. Utilizing the e-mail software used by the Reference Department at the University of South Florida, we assign incidents, correspond with patrons and staff, write internal notes, maintain transactions, and pull statistics. Hopefully, library vendors will develop software oriented to the needs of libraries to assist in managing access problems for e-journals.     

Analysis of format duplication in an academic library collection

The issue of format duplication in academic library collections is increasingly complicated and perplexing in an environment of static or dwindling resources, soaring user expectations, dynamic access models, and inconsistent and changing publisher and vendor pricing structures. The problem is further complicated for libraries serving a university with multiple campus locations. This paper surveys recent investigative projects and highlights the work of a Duplicate Formats Task Force at Pennsylvania State University charged with determining the extent and nature of format duplication at that institution.     

Indianapolis I3: the third generation Integrated Advanced Information Management Systems.

In 2001, the Regenstrief Institute for Health Care and the Indiana University School of Medicine (IUSM) began an IAIMS planning effort to create a vision and a tactical plan for the first Integrated Advanced Information Management Systems (IAIMS) implementation to cross a large area and include unaffiliated institutions. A number of elements made this planning effort unique. Among these elements were the existence of a network infrastructure that supported the Indianapolis Network for Patient Care, the existence of a mature medical informatics program at the Regenstrief Institute, and the existence of a wide-area knowledge network fostered by the IUSM libraries. However, the leadership for a strong information technology role in the IUSM that could promote collaboration in support of education and research across the diverse Indianapolis hospital systems had been lacking. By bringing together various groups, each with a commitment to improve health care quality and public health across the Indianapolis metropolitan area, regardless of individual institutional affiliation, the strategic directions for I3-Indianapolis IAIMS Initiative have been defined and the foundations for a third generation IAIMS construct have been laid in Indianapolis, Indiana.     

Of Frogs & Rhetoric: The Atrazine Wars

In a scientific dispute over the effects of atrazine on amphibians, chemical industry–funded and publically funded scientists present stunningly contrasting constructions of atrazine's environmental concentrations, persistence, and potential to harm. Considerable scientific uncertainties and variable ranges allow authors to construct preferred versions of the story of atrazine. These incommensurate rhetorical constructions, more the result of competing economic and environmental interests than of any paradigmatic misalignments, have prolonged the dispute not only over atrazine's effects but also over whether its sales should be banned.