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This study aims to examine how 20 local governments in Canada and the USA operationalize the government–citizen trust relationship through the administration of social media by answering two questions: Can local governments use social media to increase citizen trust? and if local governments can use social media, what can be learned about the administration of social media that results in an increase in citizen trust of government?

Based on a normative belief that increasing the trustworthiness of government is a desired outcome, the working proposition is that social media may offer a low-barrier method for engaging citizens and supporting trust-based relationships, if social media programs are administered in a way that operationalizes this objective. Using content analysis of data collected from interview transcripts and documentary sources, this exploratory, process-oriented study emphasizes the social, organizational and functional contexts of social media and social media as records.

The study found that most cities had extensive programs featuring multiple accounts on a number of common platforms. The cities maintained tight control over content, account creation and employee and audience participation to ensure compliance with federal and provincial or state legislation and to mitigate technology and content-based risks. The cities used social media to broadcast information, respond to service requests and provide issue management. Social media results were measured sporadically on an ad hoc basis for operational purposes and only two cities had dedicated procedures in place for managing social media as records. Contrary to previous research, this study indicates that fiduciary trust relationships do require trust by the agent (i.e. institution) and the principal (i.e. citizen).

To increase generalizability, an effort was made to select cities that were demographically and geographically diverse by selecting a range of population sizes and locations. However, selection was skewed towards cities with well-developed social media programs, and as a result, over half of the cities were national, provincial or state capitals or larger population centres. While these cities experienced economic advantages, the participants in the study identified challenges around resourcing and capacity, and their responses are expected to be of value to cities operating under similar constraints. Additionally, this study represents a point in time, as social media use at the local governments continued to expand and evolve during and after the data collection period.

This paper identifies three scenarios where social media content from local government accounts should be managed as records, including: the documentation of incidents, the on-going collection of city content from high-profile accounts and the “on demand” collection of citizens’ content where cities have asked for citizen input on topics or issues.

This study provides an in-depth characterization of social media administration and use by 20 local governments in Canada and the USA. Considering the progress made by cities in e-government using their websites as a base, cities can develop greater capacity for open government, meaning wider participation by citizens in the decisions that affect them on a daily basis. To achieve goals of transparency, accountability and civic participation, cities will need to develop capacity around social media measurement, reporting and procedures for managing social media as records.

In providing a detailed and complete description of social media use in 20 cities in two countries, this study moves beyond a compliance- and requirement-driven approach to consider the larger question of government–citizen trust and the relevance of records within this relationship.

The Sterling C. Evans Library, Texas A & M University, holds over 3,000,000 microforms. As many of the Evans microform collections are not catalogued, access to them can be perplexing to patrons. To ease that problem, the microtext staff created Guide to the Microform Collections in the Sterling C. Evans Library, which describes the microform materials currently housed in six different departments of the Library. Entries are arranged alphabetically by title and are identified by format. The Guide allows patrons to examine a scope note for each set, to discover indexes which enable efficient use of various sets, and to search for microform materials by subject. Call numbers for microform materials, locations, indexes with appropriate call numbers, and subject headings are integral parts of each listing. In addition to describing the current collection, the Guide provides an effective means of assessing collection strengths or weaknesses. The article presents information on selecting materials for inclusion in the Guide, content and form of entries, and updating the guide.

In order to determine the feasibility of offering free online searches to ndergraduates at Texas A&M University's Evans Library, the authors offered free searches to selected Technical Writing classes in the Spring Semester of 1983. The response was surprisingly low, and the offer was extended to Summer Semester classes. As a result of this research project, the authors believe that free or partially‐subsidized searches can be offered, and they suggest ways to make the service available to undergraduates.

To add to the existing body of knowledge on the relationship between stress and job performance in policing, we monitored police officers' physiology using Hexoskin shirts while they responded to simulated scenarios.

We employed mixed repeated measures (baseline, intervention, post-intervention), between groups (treatment vs control group) design. Using this approach, our aims were (1) to determine whether an individualized physiological stress profile—a combination of heart rate (HR), heart rate variability (HRV), sympathetic nervous system (SNS) index and parasympathetic nervous system (PNS) index—could be developed for each participant; (2) to investigate the association between physiological stress and scenario performance and (3) to pilot test an intervention for decreasing physiological stress in real time.

We found that it was possible to individualize physiological stress profiles for each participant that alerted us when the participant was becoming stressed. We also found that physiological stress was significantly and negatively/inversely associated with scenario performance. However, our intervention to try and decrease participants' stress in real time was not successful. Several key lessons can be taken from our attempt that could inform future efforts in this area.

This was a small pilot study, precluding generalizability of results. Furthermore, our intervention was simplistic and potentially affected by an experimenter effect. Future research should explore better ways to intervene when officers are becoming physiologically stressed to help them overcome stress in real time and safeguard against the cumulative effects of stress on health and performance.

This research adds to the body of knowledge on physiological stress and job-task performance in police officers.

In their daily practice, criminal justice professionals tell stories about their ‘clientele’ and these narratives legitimise their roles and decision-making. My research underscores how narratives of crime inform the practice of youth justice. The research presented in this chapter is based on court case file analysis and interviews with youth justice practitioners, concentrating on how they ‘theorise’ the causes of crime of migrant youth and which interventions they deem appropriate.

The chapter raises a methodological discussion on whether narrative researchers can and should attempt to actively question research participants' accounts, which constitute (penal) harm, introducing an interviewing model that I call ‘light’ Socratic dialogues. The aim of this interviewing style is to gradually move the narrator from doxa (‘common’ knowledge and practice) to episteme and to actively question research participants' accounts. ‘Socrates light’ that I propose in this chapter draws on two bodies of methodological literature. On the one hand, I integrate some principles from ‘active’ interviewing styles, often used in ‘researching up’. On the other hand, I draw on feminist methodology, which offers important insights on how to counterbalance the confronting aspects of ‘active’ interviewing.

The chapter reflects on some of my research interactions and discusses the rationale and the implications of the proposed mode of interviewing. I make three points: first, extensively documenting the interview context and interactions helps us to reflect on the (shifting) narrative performance of those involved in research. Second, becoming ‘active’ as researchers during the interview can enhance the analysis. Third, narrative studies can potentially be transformative if we question the narratives.

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.

On April 2, 1987, IBM unveiled a series of long‐awaited new hardware and software products. The new computer line, dubbed the Personal Systems 30, 50, 60, and 80, seems destined to replace the XT and AT models that are the mainstay of the firm's current personal computer offerings. The numerous changes in hardware and software, while representing improvements on previous IBM technology, will require users purchasing additional computers to make difficult choices as to which of the two IBM architectures to adopt.

THIS is the time of the year when, with the strong opening of the Spring publishing season, librarians take a review of matters which definitely concern books. There is a cant saying amongst certain eager librarians that their colleagues are too concerned with technical matters and too little, if at all, concerned with books. There may have been isolated cases of this kind, but it is merely untrue to say that the average librarian is not concerned, deeply and continuously, with the literary activity of his day. It is well that men should live in their own time and be thoroughly interested in the work of new writers. There is danger that exclusive occupation with them may lead to an unbalanced view of the book world. If one judged from the criticisms that occasionally appear in our contemporaries, one would suppose that the only books that mattered were the authentic fiction of the day, and by authentic is meant the books which go beyond average contemporary thought and conventions. Librarianship, however, is concerned with all books of all subjects and of all time. This note is merely a prelude to a number of THE LIBRARY WORLD which deals mainly with literature and with reading. Here we return again to the perennial fiction question.

In the spring of 1982, I published an article in Reference Services Review on marketing libraries and information services. The article covered available literature on that topic from 1970 through part of 1981, the time period immediately following Kotler and Levy's significant and frequently cited article in the January 1969 issue of the Journal of Marketing, which was first to suggest the idea of marketing nonprofit organizations. The article published here is intended to update the earlier work in RSR and will cover the literature of marketing public, academic, special, and school libraries from 1982 to the present.

The purpose of this paper is to first outline the central thrust of two currently non-convergent but intrinsically related streams of research – urban management and destination management – and explore the links between them. Both require an approach which coordinates and integrates multiple actors and functions in dynamic settings.

The paper then analyses empirical examples from three New Zealand cities to illustrate relationships between destination management and urban management in practice.

These cases show that without being labelled as such, quite a lot of activity takes place which reflects dimensions of both destination management and urban management, especially in terms of integration and coordination. This raises questions of just what constitutes destination management, a series of discrete ad hoc actions or some broader vision and framework.

Empirical evidence from the three New Zealand cities shows that, with the exception of Dunedin, destination management is not a term or a concept that is explicitly used there. Nevertheless, without being labelled as such, in practice there is quite a lot of activity taking place which reflects dimensions of both destination management and urban management, especially in terms of integration and coordination.