Is saying ‘sorry’ enough? examining the effects of apology typologies by organizations on consumer responses

Apology has been found to be the most effective strategy in times of crises. However, there is a dearth of research on the kinds of apology used and how primary stakeholders, in particular consumers, received them. This study aims to examine consumer responses to the types of apologies offered post crises against the levels of attribution of responsibility. We also assess the potential mediating role of ethical concerns by developing the Perception-Behavioral Model of Crisis Response. An experiment was conducted to ascertain consumers’ impression of the organization post-apology. The results showed that the attribution of crisis responsibility significantly influences complaining, withholding and negative word-of-mouth behaviors. However, a very high degree of apology issued by the organization does not necessarily translate to reduced negative responses from consumers in light of the large attribution of responsibility. Finally, the Perception-Behavioral Model of Crisis Response suggests that ethical concerns can mediate negative behavioral intentions from consumers.     

A theater intervention to promote communication and disclosure of suicidal ideation

Young adults from Montana have a higher rate of suicide than their national counterparts. There is a clear need for targeted interventions to address this disparity. The authors evaluate a community-based, narrative theater project designed to increase awareness and use of suicide-prevention resources among eastern Montana youth. As a first step, seven group interviews with Montana young adults (n?=?27) were conducted to identify current perceptions about suicide and suicide prevention. Interviews were conducted before and after subjects were exposed to a community-based theater production about suicide. Emergent thematic categories were organized using the four main constructs of the extended parallel process model. After the performance, participants expressed increased awareness of prevention resources; perceived susceptibility to the threat of suicide and depression; and self-efficacy for accessing help and assisting others. There were mixed results for perceived response efficacy. Implications and recommendations for intervention development are discussed.     

Reframing Reporting of Childhood Sexual Exploitation

This article explores three national and local journalists’ experiences of reporting on child sexual exploitation by so-called “Asian street grooming gangs” in UK towns and cities, with a particular emphasis on journalists framing journalists. In response to coverage of a series of cases, journalists have been accused by academics, policymakers and rival media organizations of fixating on perpetrators’ ethnicity and creating distorted, racist media frames. Few, if any, studies have garnered practitioners’ perspectives on how framing occurs, so we interview three prominent journalists who have covered such cases in order to deepen our understanding of the processes and causative factors behind particular editorial angles. While offering only a snapshot view, our findings reveal these individual journalists to be caught at the nexus of a range of factors that impact upon their work, both internally and externally driven.     

Is What’s “Trending” What’s Worth Purchasing? Insights from a National Study of Collection Development Librarians

ABSTRACT

New forms of data like altmetrics are helping librarians to make smarter decisions about their collections. A recent nationwide study administered to librarians at R1 universities shines light on exactly how these metrics are being applied in academia. This article is based on a presentation from the NASIG 31st Annual Conference. It includes survey results addressing previously unknown rates of technology and metrics uptake among collection development librarians, the most popular citation databases and altmetrics services being used to make decisions, and surprising factors that affect attitudes toward the use of metrics.     

Genetics in practice

Conclusion The development of templates such as Genetics in Practice is feasible and presents the potential to be a powerful training tool for online instruction. It is important to keep in mind, however, that use of the tool does not ensure quality case-study development.     

Virtual reference service evaluation: Adherence to RUSA behavioral guidelines and IFLA digital reference guidelines

This study evaluates the level to which virtual (e-mail) reference services adhere to professional guidelines. These professional guidelines are set up as standards to assure service quality. However, studies of virtual reference effectiveness rarely utilize these standards to measure reference success. This study evaluates and compares the level of adherence to two sets of professional guidelines published by the International Federation of Library Associations (IFLA) and the American Library Association (ALA) Reference and User Services Association (RUSA). Analysis of 324 transactions from 54 libraries showed: 1) low levels of adherence to both sets of guidelines; 2) varied levels of adherence based on request types and user names on both sets of guidelines; 3) variation in institutional rank according to different sets of guidelines; 4) no correlation between user satisfaction and adherence to either set of guidelines. This study has implications for future research and practice because it provides a systematic way to analyze transactions in light of the ideal professional standards. It also provides an empirical benchmark for evaluating virtual reference services.     

Enhancing Early Childhood Development Through Arts Integration in Economically Disadvantaged Learning Environments

Education in the arts continues to struggle for inclusion in PreK-12 classrooms as public schools face increasing challenges from high stakes testing, Common Core politics, and endless budget cuts. Advocates point to the growing body of research linking art education to academic achievement as justification for arts’ continued inclusion in the curriculum. In its 2005 report, the National Association of State Boards of Education highlighted this research trend and called for stronger emphasis on arts in educational curricula (Meyer in Arts Educ Policy Rev 106(3):35–40, 2005). Yet despite the evidence, school districts across the nation have been slow to include more arts programming within the classroom. This study, however, examines one school district that did. In a collaborative project between a large urban school district and a local arts and science council, an arts integration program called Wolf Trap was implemented in economically disadvantaged pre-Kindergarten and first-grade classrooms at selected schools across the district. Objectives of the program were to: (a) improve school readiness skills among participants; (b) increase capacity of classroom teachers to learn and implement effective arts-based teaching strategies; and (c) increase the capacity of teaching artists to acquire and model effective arts-based teaching strategies. This study evaluates the effectiveness of the program using data from the teaching artists, classroom teachers, and the external evaluators. We discuss the program in detail and explain the methodology used in our evaluation. Finally, we present evidence that indicates the program’s success and we offer recommendations for program stakeholders.     

Time for review: supporting the work of an advisory group

This paper raises methodological issues about the challenges and dilemmas of inclusive research practices reflecting on the work of an advisory group carrying out research on using Information and Communication Technology (ICT) to enhance community participation. The interests of three parties can be identified – the commissioning agent, the researchers and the researched – and these interplayed throughout the course of the research determining the outcomes. Given the relationship between inclusive research and advocacy, there were particular gains in enabling the voice of the advisory group to shape the way in which the research was conducted and to disseminate the findings both within the organisation and beyond. However, the fragility of these new structures required organisational changes for the research to be truly empowering. The experience of the group suggests the need for their involvement at all stages of the research process.