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.     

What’s in a Name: Differential labelling of plant and animal photographs in two nationally syndicated elementary science textbook series

This study investigated plant and animal photographs in elementary science textbooks to discern whether there were disparities in the number of plant and animal photographs or in how those photographs were labelled. We examined the Life Science sections of two nationally syndicated (USA) textbook series. For each text, we identified the photographs with plant and/or animal content and evaluated them for two features: (1) the subject of the photograph, and (2) the specificity of the label (name) provided. We found that photographs with animal subjects were more numerous than those with plant subjects; they also represented a greater diversity of animals and had a higher instance of repetition than did plant photographs. We also found a significant naming disparity: animal photographs were three times more likely to be provided with a specific label (common name) than were plant photographs. Not only were plant photographs less likely to be provided with a specific name for the plant (e.g. orchid or dandelion), but also they were commonly identified only by the name for a plant part (such as flower or leaf) or life‐form (e.g. tree or shrub). To address the disparity revealed by this study, and to encourage student interest in and knowledge about plants, we recommend that educators go beyond textbooks to expose students to a diversity of named plants, and present plants as distinct organisms rather than as a collection of parts.     

‘We’re from the generation that was raised on television’: a qualitative exploration of media imagery in elementary preservice teachers’ video production

In this article the authors present their analysis of preservice teachers’ video production. Twenty‐eight students in the first authors’ Social Foundations of the Elementary Curriculum course produced a 5‐ to 10‐minute video as the major assignment for the class, interviews were conducted with six of the seven video production groups and the videos were analyzed with regard to the interviews and theories of visual culture. The authors suggest that in the video products and in the production process the students exhibited a cultural logic of media imagery. The particular logics of audience and entertainment served as a concealed organizing principle for how the students thought about their videos and the processes involved in making them. Embedded in this logic was an overarching concern that their work occupy a public space, thus troubling the boundaries of consumption and production that frame how we consider the role media culture plays in the processes of human meaning‐making.     

Trust versus control: the impact of school leadership on teacher reflection

As teacher educators have worked to encourage teachers to become more reflective, they have noted the important role that school context plays in supporting or constraining reflection in action. This study describes one kindergarten teacher's experiences in two contrasting school contexts. The study documents the leadership styles, school organizational structures and resources, faculty‐administration communication processes, and curriculum decision‐making practices that promoted or hindered the teacher's ability to reflect. Data analysis revealed striking contrasts between the two schools. These differences had an impact on the curriculum provided by the teacher, her ability and willingness to accept responsibility for her professional decisions, and her self‐confidence and job satisfaction. The study concludes with suggestions for teacher educators interested in helping their graduates find and maintain contexts supportive of reflective practice.     

Elite Female Business Students in China and Norway: Job‐Related Values and Preferences

The focus of this paper is on the work‐related values, preferences, and future expectations among female students at two elite business schools in China and Norway. The paper argues that while gender theory predicts no significant differences between these two groups, both cultural and economic development theory imply fundamental differences. The overall picture we get from this study is mixed, in that while both cultural dimensions and economic development dimensions generally have a significant impact on the variations in job‐related values between the selected Chinese and Norwegian female business students, there are also commonalities that are ascribable to gender. That is, while there clearly are differences between the two groups there are also a number of significant similarities.     

From Refugee Camp to Solitary Confinement: Illiterate adults learn Swedish as a second language

This is a study, based upon 22 interviews, of the factors that govern immigrants' acquisition of a second language. Half of the interviewees are illiterate quota refugees from a Kurdish refugee camp and the other half are immigrants with at least six years of school education. The interpretation framework consists of theories of language and language learning with the emphasis on the acquisition of literacy and theories of motivation. The interviewees from the refugee camp have lived under very difficult conditions. It has been difficult to meet their basic needs. The social needs cannot be provided in Sweden because the refugees become isolated, without any contact with Swedes. They lack the contact with speakers of the target language that is necessary for them to acquire the language. The lack of integration into Swedish society leads to their marginalisation. The pedagogic conclusions that can be drawn from this study relate mainly to measures for increasing motivation. In this respect the most important measure is to achieve greater contact with target language speakers.     

Book reviews

Lifelong learning is recognized as an important tool to reduce social exclusion, but out of the many investigations into the provision of lifelong learning in Europe none has yet sought to examine the specific situation of mental health care service users. This study examines the provision of lifelong learning for this disadvantaged group; it identifies current policies and explores the access to, and nature of, lifelong learning practices for mental health care service users in eight European countries. Data have been collected through a literature and policy review and through questionnaires completed by mental health practitioners in the eight countries. The study found broad compliance amongst the eight countries with the Lisbon policy goals on lifelong learning, but evidence of specific lifelong learning provision for mental health care service users is patchy and sporadic. The study identified the main benefits of, and the barriers to, the participation in lifelong learning for mental health care service users from the viewpoint of mental health professionals and practitioners. The implications for practice were described, and suggestions for actions were made for improving the lifelong learning provision for the target group.     

A psycho‐educational approach to helping adolescents cope

Understanding Children, Vol. I, State, Education And Economy; Vol. II, Changing Experiences And Family Forms Anne Cleary, Maire Nic Ghiolla Phadraig and Suzanne Quin (eds) Oaktree Press, 2001. No price.     

Stress in Families of Young Children with Down Syndrome, Williams Syndrome, and Smith-Magenis Syndrome

This study examined whether stress levels differ in families of young children with three different genetic etiologies of mental retardation, and whether child characteristics associated with those genetic etiologies may help explain these differences. Participants were sixty families of young children with Down syndrome, Williams syndrome, and Smith-Magenis syndrome. All children were between the ages of 3 and 10 years. Parents completed Achenbach's Child Behavior Checklist, the Questionnaire on Resources and Stress-Friedrich edition, and a demographic questionnaire. Families of children with Down syndrome experienced significantly less Pessimism than the other two etiology groups and significantly less Parent and Family Problems than families of children with Smith-Magenis syndrome. The strongest predictor of Parent and Family Problems was maladaptive behavior in Smith-Magenis syndrome, younger age in Down syndrome, and both maladaptive behavior and younger age in Williams syndrome. Maladaptive behavior predicted Pessimism in families of children with Smith-Magenis syndrome, but none of the variables examined significantly predicted Pessimism in the other two syndromes. The importance of behavioral phenotype research is discussed for practitioners working with young children with mental retardation and their families.