Search results

The aim of this paper is to document how two university libraries determined whether mystery shopping is an effective and statistically feasible instrument for evaluating customer service at public service desks.

Mystery shopping exercises were conducted at both libraries during the 2008 spring and fall semesters. Trained mystery shoppers recorded staff behaviors and the answers given to their reference questions and open‐ended comments about their reference experience. Using ClinTools, Excel, and Atlas.ti, the authors conducted a meta‐analysis of the data.

Mystery shopping is an effective method for evaluating customer service in libraries. The shoppers observed staff behaviors that were generally in line with the libraries' guidelines, but their comments revealed suggestions for improvement. When the behavior rubric results were combined with the comments, the authors learned that shoppers were somewhat unsatisfied.

The results are approximate since the two instruments used were not identical, requiring the combination of common elements with some loss of accuracy. In this study, the authors used meta‐analysis to compensate for the differences in the instruments. However, another solution would be to create one instrument for both institutions that contained common elements for inter library comparison and local elements for local customization.

Other libraries can adapt this mystery shopping methodology and data analysis to measure customer service in their libraries.

No other study of mystery shopping has included the questionnaires used at both institutions, the aggregated data, and the method of analysis for meaningful evaluation.

Communications regarding this column should be addressed to Mrs. Cheney, Peabody Library School, Nashville, Tenn. 37203. Mrs. Cheney does not sell the books listed here. They are available through normal trade sources. Mrs. Cheney, being a member of the editorial board of Pierian Press, will not review Pierian Press reference books in this column. Descriptions of Pierian Press reference books will be included elsewhere in this publication.

Looks at the life and poetry of W.B. Yeats to establish whether or not he engaged in marketing and what his marketing practices were. Uses Yeats as an example of Irish marketing at its best. Suggests that a Celtic Marketing Era will reappear to challenge the established “Anglo‐Saxon” approach to marketing and marketing education.

WE end the library year in an atmosphere of anticipation. There are signs, not of the ending of the infernal conflict that engages the best of our lives, but of movement which brings the happy event into the range of probable things. Most men and women feel that in the past year a great deliverance has been wrought. Librarians Still labour under the greatest difficulties they have ever known, fewer books, reduced Staffs, crowded working days, but they have endured the worst it seems, and although there may yet be heavy air onslaught, and the great sacrifices that a second front must bring, there is the feeling that we are not as far from the day as we were twelve months ago. That is a happy reflection with which to look to Christmastide.

This article aims to place the emergence of coaching in its appropriate historical context and address the lack of historical attention given to this subject. In tracing the path the coach has taken in becoming a management concept, the article seeks to draw attention to its unique history as an object that has been transformed into a popular management concept.

This article reviews how coaching has been portrayed in various books, articles and research papers since appearing as a transportation object in the 15^th century.

The coach began as a technology used for transportation, evolved into an object that was associated with a type of status and then became a prominent character in sport, before ultimately becoming an influential management concept. Across historical periods discussions of coaching have tended to involve individuals who experience coaching. A consistent feature of these discussions is the issue of professionals and professionalism.

It is difficult to determine the date when our contemporary notions of the coach were first discussed, as these discussions originally involved slang, and a lag exists between talking about coaching and writing about it.

Concerns have been raised in the management discipline regarding the influence of research on practice and as advocates of coaching seek professional and scientific legitimacy, this historical review offers a perspective that can enhance discussions of these issues.

This paper places the popularity of this concept within a historical context that outlines how the idea of coaching evolved from a form of technology to a concept associated with a wide array of management topics.

The purpose of this paper is to provide a selected bibliography of recent resources on library instruction and information literacy.

The paper introduces and annotates periodical articles, monographs, and exhibition catalogues examining library instruction and information literacy.

The paper provides information about each source, discusses the characteristics of current scholarship, and describes sources that contain unique scholarly contributions and quality reproductions.

The information may be used by librarians and interested parties as a quick reference to literature on library instruction and information literacy.

The world is facing unprecedented potential disaster with the impending climate crisis. Research within social studies education surrounding the integration of ecological issues, while still on the fringes, has seen a recent surge. This is a review of practitioner-oriented research published in the last ten years on teaching these issues in social studies classes.

This study reviews practitioner-oriented articles on teaching ecological issues in social studies classes. The author searched databases and did a manual review using specific search terms. The author’s first level of analysis was to analyze the year of publication, whether the article was (co) written by a practicing teacher and whether the article featured a lesson plan/resources. The author then analyzed the content/focus of each article.

In total, ten articles were (co)written by a practicing teacher, 23 articles included lesson plans and the article themes could fall into one of six themes (water issues, pollution, climate change, climate activism, sustainability and economic growth and ecological citizenship/ethics).

The author was unable to review one year of articles from the Ohio Social Studies Review due to the COVID-19 pandemic and only having remote institutional access to library materials.

In reviewing the practitioner-oriented articles, the author hopes to not only strengthen the curricular justifications for teaching these issues in social studies classes but also show what research has been done and provide critiques and show what could be done in the future.