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Users’ mistakes due to poor cybersecurity skills result in up to 95 per cent of cyber threats to organizations. Threats to organizational information systems continue to result in substantial financial and intellectual property losses. This paper aims to design, develop and empirically test a set of scenarios-based hands-on tasks to measure the cybersecurity skills of non-information technology (IT) professionals.

This study was classified as developmental in nature and used a sequential qualitative and quantitative method to validate the reliability of the Cybersecurity Skills Index (CSI) as a prototype-benchmarking tool. Next, the prototype was used to empirically test the demonstrated observable hands-on skills level of 173 non-IT professionals.

The importance of skills and hands-on assessment appears applicable to cybersecurity skills of non-IT professionals. Therefore, by using an expert-validated set of cybersecurity skills and scenario-driven tasks, this study established and validated a set of hands-on tasks that measure observable cybersecurity skills of non-IT professionals without bias or the high-stakes risk to IT.

Data collection was limited to the southeastern USA and while the sample size of 173 non-IT professionals is valid, further studies are required to increase validation of the results and generalizability.

The validated and reliable CSI operationalized as a tool that measures the cybersecurity skills of non-IT professionals. This benchmarking tool could assist organizations with mitigating threats due to vulnerabilities and breaches caused by employees due to poor cybersecurity skills.

As CD‐ROM becomes more and more a standard reference and technical support tool in all types of libraries, the annual review of this technology published in Computers in Libraries magazine increases in size and scope. This year, author Susan L. Adkins has prepared this exceptionally useful bibliography which she has cross‐referenced with a subject index.

In recent years, the topic of maternal imprisonment has experienced a significantly raised profile, generating new knowledge and understanding surrounding the impact of maternal imprisonment on mothers and their children (Baldwin, 2015, 2017, 2018; Baldwin & Epstein, 2017; Booth, 2017; Lockwood, 2017, 2018; Masson, 2019). However, the long-term impact of maternal imprisonment and subsequent resettlement, particularly in relation to maternal identity and emotion, is less well-researched or understood. This chapter, drawing on the authors research from across two projects with 46 post imprisoned mothers, highlights the significant impact, as described by the mothers, on their reintegration into their families and the persistent pains of maternal imprisonment. Mothers sometimes, decades post release, describe their ongoing trauma at being separated from their children, sometimes permanently. Those who remain in their children's lives describe how they feel ‘tainted’, ‘watched’, ‘judged’ and ‘permanently changed by their imprisonment’. For the mothers in the study who were also grandmothers, the effects appeared magnified, producing what grandmothers described as ‘layers of shame’. The chapter describes how this change, often negative perception of themselves as mothers, can interplay with mothers' ability to engage in rehabilitative processes and ultimately their desistance.

The chapter concludes with recommendations to avoid, wherever possible, the criminalisation of mothers, resulting in fewer imprisonments. In the event of imprisonment, greater consideration must be afforded to maternal experience and emotions. To maximise success, early resettlement work, starting within and continuing through the prison gates is essential. Failure to do so may impact negatively on mothers' themselves and their ability to engage in rehabilitative planning/supervision and therefore desistance, which will ultimately broaden the impact to their children and wider society.

Media attention on nonconsensual intimate image dissemination has led to the relatively recent proliferation of academic research on the topic. This literature has focused on many areas including victimization and perpetration prevalence rates, coerced sexting, legal and/or criminal contexts, sexual violence in digital spaces, gendered constructions of blame and risk, and legal analysis of high-profile cases and legislation. Despite this research, several gaps exist, including a lack of empirical research with service providers. Informed by in-depth interviews with 10 sexual violence frontline professionals in Southern Ontario (Canada), this chapter focuses on their perspectives of the additive role of technology. With respect to nonconsensual intimate image dissemination, technology acts as a digital “layer” that operates in addition to the commission of physical acts of sexual violence, and compounds the harms experienced by the victim by adding a virtual – and indelible – “permanent remembering” of the violence. Nuancing the contours of consent in a digital age, this chapter concludes by considering what consent means in a technological context.

Customer incivility is commonplace across service industries. Yet, there is little that is known about how uncivil customers affect employees. The purpose of this study is to examine how uncivil customer interactions affect employees’ cynicism, depersonalization and job performance.

Study 1 uses the qualitative critical incident technique to content analyze employee perceptions of customer incivility and how it affects their job performance. Study 2 uses a 2 (incivility frequency: high vs low) × 2 (co-worker support: high vs low) × 2 (service rule commitment: high vs low) quasi-experimental between-subjects design.

Results find that there is a significant interaction effect of customer incivility frequency, co-worker emotional support and service rule commitment on employee cynicism and depersonalization, which leads to decreased job performance and more harmful experiences to other customers.

The findings provide practical implications on the importance of managing customer incivility, providing co-worker support and how this affects employee attitudes and service they deliver to other customers.

The results build upon the incivility, co-worker support and service rule commitment literature, conservation of resources theory, as well as identifying key variables core to hospitality and tourism research: cynicism and depersonalization that provide important implications for actions of tourism and hospitality firms.

Surveys of mental health services users consistently report stigma as a major barrier to recovery. Service users from black and other minority ethnic groups, of course, suffer double discrimination. This article describes a pilot project in which service users and staff from two voluntary sector organisations organised an awareness‐raising event for pupils in an inner city school to challenge and inform them about mental illness.

Violence against women and girls (VAWG) is a global policy issue with significant social, economic and personal consequences. The burden of VAWGs is distributed unequally, with rates of gender violence significantly higher in low- to middle-income countries of the Global South. Yet the bulk of global research on gender violence is based on the experiences of urban communities in high-income English-speaking countries mainly from the Global North. This body of research typically takes the experience of women from Anglophone countries as the norm from which to theorise and frame theories and research of gender-based violence. This chapter problematises theories that the privilege women in the Global North as the empirical referents of ‘everyday violence’ (Carrington et al., 2016). At the same time, however, it is important to resist homogenising the violence experienced by women across diverse societies in the Global South as oppressed subaltern Southern. This binary discourse exaggerates the differences and obfuscates the similarities of VAWG across Northern and Southern borders and reproduces images of women in the Global South as unfortunate victims of ‘other’ cultures (Durham, 2015; Narayan, 1997). This chapter contrasts three examples, the policing of family violence in Indigenous communities in Australia; Image-based Abuse in Singapore; and the policing of gender violence in the Pacific as a way of concretising the argument.

In 2012, the Department of English at the University of Sydney, Australia, established The LINK Project, a faculty-driven outreach program that builds sustainable partnerships with low socioeconomic status (SES) secondary schools across the state of New South Wales. Focused on discipline-centered engagement, LINK positions pedagogic work as a vital site for the advancement of a social inclusion agenda. However, the operative logic of such programs present a distinct set of pedagogical challenges if they are to negotiate the established scholarly frameworks that resist principles of inclusion and threaten to displace and exclude the cultural knowledges, skills, and capitals of students of low SES backgrounds.

This chapter postulates a framework for productive disciplinary engagement that generates new spaces for “relational equity” (Boaler, 2008) between post-secondary institutions and outreach high schools and within diverse tertiary classrooms. It draws on three LINK learning modules designed to foster new ways of forming attachments and enhancing achievement in outreach contexts. In doing so, it describes an approach that seeks to open higher education institutions to multiple knowledges and ways of knowing (Gale & Mills, 2013) in the pursuit of what Jacques Rancière (1987, p. 2) calls “the minimal link of a thing in common.”

This paper aims to provide a living tribute to the mental health activist and international trainer Peter Bullimore.

Peter provided a list of people to who he wanted to provide tributes. Jerome approached all these people. All agreed.

Several people from around the world attest to the influence that Peter’s teaching and personality have had on their clinical practice and on their lives.

The disappearance of an Open Mind has left a shortage of journals, which welcome the user perspective. Mental Health and Social Inclusion have always championed the voice of people with lived experience. These are selected tributes to one man’s work in the field of mental health.

These accounts provide insights into the work of a remarkable individual.

Students of the mental health professions are mainly exposed to work produced by their peers. The history of mental health is filled with the stories of professionals, not the people who have used services.

Historically accounts of psychiatry are written by mental health professionals. Service user or lived experience accounts are often written from the perspective of the person’s story of illness and recovery. There are comparatively few, which celebrate the additional achievements of specific individuals with lived experience.

This research aims to address the transformative service research (TSR) agenda by examining the issue of caste-based financial exclusion in microcredit lending services in India. To do so, it draws on statistical discrimination theory from labour economics to develop and test a multi-level prosocial service orientation framework.

Survey data come from 238 loan officers and 250 lower caste loan applicants across 43 microfinance institutions (MFIs) in India. The data are analysed using hierarchical linear modelling, a method appropriate for investigating micro- and macro-level organisational variables.

At the micro level, the service orientation factors of social dominance orientation and algorithmic-driven lending decisions affect financial exclusion of lower caste bottom-of-the-pyramid (BoP) vendors. At the macro level, the service orientation mechanism of inclusive service climate reduces caste-based financial exclusion, while the level of lending risk to reduce discrimination receives no support.

Research in other contexts is warranted to confirm the prosocial service orientation model. Methodological challenges at the BoP also present avenues for insightful work.

The study shows the importance of an inclusive service climate and reassessment of algorithmic-driven lending decisions to eliminate caste-based indicators in lending decisions. It also recommends policy reform of caste-based affirmative action at the macro- and micro-levels of lending decisions.

This research extends the TSR agenda to include caste-based discrimination in prosocial services. It takes a multidisciplinary perspective on services research by incorporating statistical discrimination theory from labour economics to extend understanding of service orientation.