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.     

A model to explain information seeking behaviour by individuals in the response phase of a disaster

This Australian study establishes a model that provides a foundation for communication channels and tools selection by agencies in the post-warning response phase of a disaster. The model, developed from disaster and information seeking literature, attempts to predict information source and channel selection by people after their community has received a warning for a disaster. It provides the coding framework for analysis of 51 semi-structured interviews with disaster-affected Australians. The interviews tested the model for accommodation of channels and sources that people chose, found most useful, and used most in bushfire, slow flood, flash flood, and cyclone situations. The order of initial sources was investigated and preliminary information seeking pathways established across disaster types. The disaster information seeking model supports this investigation of information seeking behaviour, though improvements are suggested. The resulting model could guide agency response communication for different disaster types.     

Investigating married adults’ communal coping with genetic health risk and perceived discrimination

Increased genetic testing in personalized medicine presents unique challenges for couples, including managing disease risk and potential discrimination as a couple. This study investigated couples’ conflicts and support gaps as they coped with perceived genetic discrimination. We also explored the degree to which communal coping was beneficial in reducing support gaps and ultimately stress. Dyadic analysis of married adults (N?=?266, 133 couples), in which one person had the genetic risk for serious illness, showed that perceived discrimination predicted more frequent conflicts about alpha-1 antitrypsin deficiency-related treatment, privacy boundaries, and finances, which, in turn, predicted wider gaps in emotion and esteem support, and greater stress for both spouses. Communal coping predicted lower support gaps for both partners and marginally lower stress.