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1 – 3 of 3Danijela Bogdanovic, Michael Dowd, Eileen Wattam and Alison Adam
The purpose of this paper is to report on and evaluate focus groups and privacy diary/interview methods used in a qualitative study of on‐line privacy.
Abstract
Purpose
The purpose of this paper is to report on and evaluate focus groups and privacy diary/interview methods used in a qualitative study of on‐line privacy.
Design/methodology/approach
The paper is a discursive evaluation of two methods employed to study on‐line privacy, informed by and situated in interpretive and constructivist approaches to knowledge.
Findings
The paper argues for the value of qualitative research methods in study of on‐line privacy. It confronts the positivist paradigm that informs much of the work in the field by foregrounding the need for methodological plurality in the study of privacy as relational, situated, dynamic and contextual. It deals with the notion of “sensitivity” as well as introducing often neglected issue of logistical challenges in qualitative research.
Originality/value
The paper contributes to the existing debates about the value of employment of qualitative research methods broadly, as well as in the study of on‐line privacy more specifically. It demonstrates a range of advantages and challenges in use of the two methods, providing recommendations of how to supplement them. It opens up the discussion of process of sensitizing of the participants and thus the “co‐construction” of knowledge.
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Aleksandar Stokić, Danijela Stojanović, Zorica Bogdanović, Marijana Despotović-Zrakić and Božidar Radenković
The purpose of this paper is to investigate the possibilities of implementing the customer relationship management (CRM) concept and smart technologies in public libraries in…
Abstract
Purpose
The purpose of this paper is to investigate the possibilities of implementing the customer relationship management (CRM) concept and smart technologies in public libraries in developing countries. The goal was to explore the level of librarians’ awareness about CRM concept and their willingness to accept the CRM concept in libraries. Also, patrons’ satisfaction with the quality of services and relationships in public libraries is explored.
Design/methodology/approach
The authors obtained data for this research through two online surveys. The first survey measures librarians’ level of awareness about CRM concept and their perception about CRM and smart technologies concept in public libraries in three developing countries: Serbia, Montenegro and Bosnia and Herzegovina. The second survey measures patrons’ satisfaction with services and relationship in public libraries in these three countries.
Findings
The research results revealed that most surveyed librarians are familiar with the CRM concept. However, libraries in these three developing countries barely use CRM or smart technologies to improve the relationship with stakeholders. Also, most patrons are satisfied with relationships and services. The analysis of data indicates no significant difference in the satisfaction level among patrons between these three developing countries.
Research limitations/implications
Not all libraries participated in this research. Therefore, the sample is not distributed evenly across different types of libraries or user groups. Future research should include different types of libraries.
Practical implications
The results can be used by public libraries in developing countries to improve the relationship with stakeholders harnessing CRM concept and smart technologies.
Social implications
The use of CRM in combination with the smart technologies can help leverage the quality of the relationship between public libraries and stakeholders which in turn would secure their support and loyalty in the future.
Originality/value
The integration of CRM concept as a component of library business automation process is an idea that has not been discussed widely in the library community and could initiate a positive trend in public libraries in developing countries.
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