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.     

Clinical Medical Librarian Licensure: Pros versus Cons

In hospitals and clinics, anyone who “touches” a patient has a license authorizing them to do so—from the phlebotomist to the cardiologist, from the genetic counselor to the social worker, and so on, except for the clinical medical librarian. This column discusses the intent versus the realities of occupational licensure for clinical medical librarians and provides recommendations for next steps.     

Parental perceptions of gender differences in child technology use and cyberbullying

Cyberbullying is a major health concern for today's youth and a pervasive stressor for adolescents and their families. This study offers qualitative insights into how parents perceive their children's technology use and engagement in cyberbullying based on gender. Eight focus groups were conducted with 48 parents of adolescents ages 10–17. Findings indicated parents perceived their children overuse technology and lack awareness of what cyberbullying is. Specific to gender, parents suggested their daughters use technology for social connection, and parents were more concerned about their daughter's technology use than their son's, which they believed was related to specific interests. In response to cyberbullying scenarios, parents encouraged females but not males to socialize with peers. This is the first qualitative study to obtain an in-depth understanding of the ways in which parents perceive and socialize their children in regard to technology use and cyberbullying scenarios. These results may help school systems, school psychologists, researchers, and parents gain awareness of the gender-stereotypical socialization process that unfolds in parental monitoring of technology use and cyberbullying situations. We conclude by offering suggestions for how school systems and personnel might intervene.