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.     

Abandoning Either/Ors in Analyzing Shifts in Humanitarian Reporting

ABSTRACT

The shifting constitution of journalists as humanitarian actors has profound implications for changing forms of journalism practice, as well as for the normative models through which journalists understand and reflect on that practice. In an effort to develop a more empirically-grounded engagement with change, this article explores the interview testimonies of Australian journalists who cover international and humanitarian issues. It argues that frameworks reliant on stark oppositions (between past and present, optimism and pessimism, or moral agency and material structure) are both empirically and practically problematic, and seeks to move beyond these. Engagement with data from semi-structured interviews offers insight into how journalists’ perceptions of and responses to change are shaped by the historical and shifting institutional relations in which they are implicated.