Book reviews

Association of Research Libraries     

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.     

Paving Consensus: Enacting, Challenging, and Revising the Consensus Process in a Cohousing Community

This study focused on a cohousing community's use of consensus to make a decision about surfacing a parking area. It revealed that the community's use of consensus decision making allowed the residents to balance three goals: making an appropriate decision, meeting members' needs, and maintaining the community's well-being. Reaching agreement, however, was complicated by members' value differences and discontinuity in their participation. The analysis of this case reveals three qualities characteristic of the enactment of consensus: the role of structured communication within and between group meetings, a tension between maintaining process openness and reaching decision closure, and the expectation that group members will work within the consensus process. The analysis also highlights the importance of timing in the interpretation of conflict in a consensus-oriented group and the role of process change when a group reaches the limits of members' commitment to consensus.     

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.