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Article
Publication date: 13 February 2009

Gang (Gary) Wan, Dennis Clark, John Fullerton, Gail Macmillan, Deva E. Reddy, Jane Stephens and Daniel Xiao

The purpose of this study is to investigate the use of co‐browse in live chat, customers' question types, referral to subject experts, and patrons' usage patterns as…

Abstract

Purpose

The purpose of this study is to investigate the use of co‐browse in live chat, customers' question types, referral to subject experts, and patrons' usage patterns as experienced in the virtual reference (VR) chat reference services at Texas A&M University Libraries.

Design/methodology/approach

Chat transcripts from 2005 to 2007 were sampled and analyzed by peer reviewers. Statistical data in that period were also examined. A set of methods and a pilot study were created to define the measurement components such as question types, expert handling, and co‐browsing.

Findings

Co‐browsing is used in 38 percent of the sampled chat sessions. The Texas A&M University live chat service group considers co‐browsing a useful feature. Of questions received on VR, 84 percent are reference questions. Only 8.7 percent of the total questions or 10 percent of the reference questions need to be answered by subject experts. The use of VR increases dramatically in the past two years at the Texas A&M University. The findings also reveal users' logon patterns over weekdays and weekends.

Originality/value

The study contributes and advances understanding in the role VR plays in a large academic library and the role co‐browsing plays in VR services. The study also provides a comprehensive method for transcript and usage data analysis. It is believed that a similar methodology may be replicated elsewhere by other institutions engaging similar services or evaluation.

Details

Reference Services Review, vol. 37 no. 1
Type: Research Article
ISSN: 0090-7324

Keywords

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Book part
Publication date: 11 August 2014

Wendi Arant Kaspar and Gail A. Macmillan

As academic libraries face growing challenges from the declining economy, deteriorating administrative support, increasing patron demands and fiscal accountability, as…

Abstract

As academic libraries face growing challenges from the declining economy, deteriorating administrative support, increasing patron demands and fiscal accountability, as well as the expanding competition from both technology and retail industries, there is an opportunity to be more responsive to academic library customers and more strategic in the services provided to them. A boutique service model, generally, employed in high-end retail industries, may be adapted for academic libraries to provide a proactive, specialized approach to serving faculty and students. In the context of libraries, this model is focused on service that is personalized, user-driven, and technology-enhanced. It can be employed with the efforts of subject librarians and library personnel with minimal additional cost and would have a profound impact on the customer service experience. This chapter describes how the Policy Sciences & Economics Library at Texas A&M University (TAMU) has successfully implemented a boutique services model. It discusses the emphasis on a customer-intimacy strategy, focusing on relationship building of the Library and liaison librarians with its customers, the faculty, and students of the Departments of Political Science and Economics and the Bush School of Government and Public Service. A number of collaborative projects and services have been borne out of this effort and the result has been a measure of embeddedness that permeates the curriculum and research activities of those serves and increases the effectiveness and impact of the services provided by the library. The various efforts and innovations are easily transferable and scalable to other types of libraries.

Details

Mergers and Alliances: The Operational View and Cases
Type: Book
ISBN: 978-1-78350-054-3

Keywords

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Book part
Publication date: 16 September 2013

Abstract

Details

Mergers and Alliances: The Operational View and Cases
Type: Book
ISBN: 978-1-78350-054-3

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Book part
Publication date: 16 September 2013

Abstract

Details

Mergers and Alliances: The Operational View and Cases
Type: Book
ISBN: 978-1-78350-054-3

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Book part
Publication date: 16 September 2013

Abstract

Details

Mergers and Alliances: The Operational View and Cases
Type: Book
ISBN: 978-1-78350-054-3

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Article
Publication date: 1 April 1989

Gail McGovern

In his new book, The “How To” Grants Manual (Second ed. Macmillan, 1988), David G. Bauer quotes a student in one of his classes. Her comment sums up this columnist's…

Abstract

In his new book, The “How To” Grants Manual (Second ed. Macmillan, 1988), David G. Bauer quotes a student in one of his classes. Her comment sums up this columnist's philosophy on technical assistance, as well as that found in other literature and classes on the subject. “I used to go after grants with a shotgun,” she said. “Now I use a rifle and spend time aligning my telescopic site.”

Details

The Bottom Line, vol. 2 no. 4
Type: Research Article
ISSN: 0888-045X

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Article
Publication date: 1 February 1974

Frances Neel Cheney

Communications regarding this column should be addressed to Mrs. Cheney, Peabody Library School, Nashville, Term. 37203. Mrs. Cheney does not sell the books listed here…

Abstract

Communications regarding this column should be addressed to Mrs. Cheney, Peabody Library School, Nashville, Term. 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.

Details

Reference Services Review, vol. 2 no. 2
Type: Research Article
ISSN: 0090-7324

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Article
Publication date: 1 March 1974

Frances Neel Cheney

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…

Abstract

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.

Details

Reference Services Review, vol. 2 no. 3
Type: Research Article
ISSN: 0090-7324

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Article
Publication date: 1 September 1999

Harriet Bradley and Gail Hebson

Questions why the analysis of class is being overlooked in the sociological mainstream. Presents some symptoms of this development followed by an evaluation. Suggests some…

Abstract

Questions why the analysis of class is being overlooked in the sociological mainstream. Presents some symptoms of this development followed by an evaluation. Suggests some new directions for class research which could appeal to younger researchers. Advocates work in this area to bridge the lack of information now available.

Details

International Journal of Sociology and Social Policy, vol. 19 no. 9/10/11
Type: Research Article
ISSN: 0144-333X

Keywords

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Article
Publication date: 8 November 2019

Martha Canfield, Polly Radcliffe, Ana Flavia Pires Lucas D’Oliveira and Gail Gilchrist

The purpose of this paper is to examine frequency and correlates of intimate partner violence (IPV) severity perpetrated by heterosexual men receiving treatment for…

Abstract

Purpose

The purpose of this paper is to examine frequency and correlates of intimate partner violence (IPV) severity perpetrated by heterosexual men receiving treatment for substance use towards a current partner in the past 12 months.

Design/methodology/approach

A secondary analysis of a self-reported questionnaire (n=162) completed by men receiving treatment for substance use in England and Brazil was conducted. Types of IPV perpetration (emotional, physical and/or sexual IPV) and frequency of occurrence were assessed. A five level ordinal variable for IPV perpetration severity was created: no IPV, minor; moderate, low severe and high severe. Psychological and cultural correlates of perpetration severity were explored using ordinal logistic regression.

Findings

Approximately four in ten men reported perpetrating IPV towards their partner in the past 12 months, one in ten reported perpetrating severe IPV (including hitting with something, kicking or beating, choking or burning, threatening with/using a weapon, sexual IPV and frequent emotional IPV) during this period. A number of correlates of perpetration severity were identified: experiencing childhood physical abuse, witnessing IPV in childhood, perpetrating IPV in previous relationships, committing violence towards another man, controlling behaviours, technology-facilitated abuse, depressive symptoms, having a substance using partner, receiving treatment for illicit drug use, hazardous drinking and poly-drug use.

Research limitations/implications

Despite the small sample size, small to large positive associations were observed between reporting IPV perpetration and several factors. These factors could be targeted to improve identification and assessment of IPV among men receiving treatment for substance use.

Originality/value

A strength of this study methodology is the use of a specific 12 months time frame for the perpetration of IPV towards current partner. The categorisation of levels of IPV perpetration based on types and frequency of violence occurrence was an additional valuable contribution of this study.

Details

Advances in Dual Diagnosis, vol. 13 no. 1
Type: Research Article
ISSN: 1757-0972

Keywords

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