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.     

How we done it good: Research through design as a legitimate methodology for librarianship

“How we done it good” publications—a genre concerning project-based approaches that describe how (and sometimes why) something was done—are often rebuked in the library research community for lacking traditional scientific validity, reliability, and generalizability. While scientific methodologies may be a common approach to research and inquiry, they are not the only methodological paradigms. This research posits that the how we done it good paradigm in librarianship reflects a valid and legitimate approach to research. By drawing on the concept of research through design, this study shows how these how we done it good projects reflect design methodologies which draw rigor from process, invention, relevance, and extensibility rather than replicability, generalizability, and predictability. Although these projects implicitly reflect research through design, the methodology is not yet explicitly harnessed in librarianship. More support for these types of projects can be achieved by making the legitimate design framework more explicit and increasing support from publication venues.