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The purpose of this study was to get a baseline understanding of the state of reference services in urban public libraries in the United States.

The researchers surveyed all members of the Urban Libraries Council, a network of public library systems in urban centers across the country. The survey asked about their reference services, including how reference is offered, volume and types of questions and staff responsibilities. Participants were also asked how reference has changed in the past 5–10 years and what changes they anticipate in the future.

This study found that the vast majority of urban public libraries still maintain a physical reference desk, but most also offer reference services in other formats as well. Most libraries have seen numbers of reference questions decline. Reference staff members are engaged in instruction, programming and community outreach as well. Looking ahead, some libraries expect reference questions to continue to decline and demand for virtual services to increase.

Directors and reference staff of public libraries, especially those in urban and suburban settings, will find these results useful for benchmarking against their own experiences and for planning for future changes.

While discussions of changes in reference service and volumes of reference questions are plentiful, as are predictions of how these declines will impact reference services, there is little current research on the actual state of those services. This study fills a gap in the literature by providing a baseline overview of the reference services in urban public libraries.

The purpose of this paper is to report on how library and information science (LIS) as a field operationalizes the concept of organizational sustainability for managing digital resources, projects and infrastructures such as digital libraries and repositories over time. It introduces a nine dimensional framework for organizational sustainability in the digital cultural heritage community.

Content analysis of publications from three LIS databases (2000–2015).

Comparing the articles to the nine dimension framework shows that most LIS articles discuss technology, financial or management dimensions. Fewer articles describe disaster planning, assessment or policy dimensions.

Three LIS databases might not include all relevant journals, conferences, white papers and other materials. The data set also did not include books; library management textbooks might include useful material on organizational sustainability. Claims about the prevalence of themes are subject to methodological limits of content analysis.

Organizations that steward digital collections need to be clear about what they mean when they are referring to organizational sustainability so that they can make appropriate decisions for future-proofing their collections. The analysis would also suggest for a greater need to consider the full range of dimensions of organizational sustainability.

By introducing a new nine dimensional framework of organizational sustainability the authors hope to promote more and better conversations within the LIS community about organizational sustainability. The authors hope these conversations will lead to productive action and improvements in the arrangements of people and work necessary to keep digital projects and services going over time, given ongoing challenges.

The purpose of this paper is to determine the current state of play for workplace diversity disclosures, specifically disability by investigating the recently revised Australian Securities Exchange (ASX) Corporate Governance Principles and Recommendations.

Case study methodology using documentary analysis techniques.

With gender diversity recommendations introduced in 2010 based on the business case perspective, the process of revising the ASX Corporate Governance Principles and Recommendations provided an opportunity for the ASX to expand its diversity focus, with disability diversity specifically identified in the draft third edition. However, the key amendments were subsequently removed when the approved edition was released in 2014 with justification provided on the grounds that disability is a social issue, not a corporate governance issue. Through a widening of the corporate governance lens beyond the business case perspective, this paper calls for a re-imagining of corporate governance to incorporate an ethical viewpoint on diversity.

Disability diversity disclosure is merely the first step towards reform in helping to bring about deep change within organisations. Without both administrative reform and institutional reform, any future revisitation of the disability disclosure recommendations may become little more than a “tick the box” approach.

The paper is unique in reviewing the ASX Corporate Governance developmental processes towards workplace disability in its recently revised edition.

This study has demonstrated how technology may contribute to integrated care solutions by comparing conventional ward telemetry (WT) to a wearable ECG monitor (S-Patch) to detect atrial fibrillation (AF) in patients with stroke.

51 patients admitted for stroke workup were recruited across two major tertiary centres to compare WT monitoring for two days versus S-Patch for four days in the detection of AF. The efficacy to detect AF using both technologies was assessed via data extractions and medical officer review. A matrix was used to measure nursing/patient satisfaction and setup/resource times were assessed.

Patients (84–94%) and nursing staff (75–95%) preferred the S-Patch wearable technology. Non-parametric tests indicated significant time saving for removal of S-Patch versus WT [2.2 min vs 5.1 min (p = 0.00)]. Efficacy of S-Patch to detect AF following medical officer review was greater than WT, with seven patients identified with AF by S-Patch versus one using WT. The S-patch had a false positive rate of 78%.

The S-Patch is sensitive in the detection of AF; however, it showed a high false-positive rate with automated reporting. This study has provided insight into the details of delivery of integrated healthcare using wearable technology.

The technology and partnership were the first-in-kind in Australia. The S-Patch had a higher detection rate of AF compared to WT which allows patients to be anti-coagulated appropriately for the prevention of further stroke. The results of this study will be ideally placed to inform future policy in integrated healthcare using new technologies.

Introduction: The Covid-19 pandemic wreaked havoc on the organisations in the form of increased job demands which manifested through increased workload, time pressure, etc. Similarly, stress and burnout engulfed the employees. Remote work became the new normal post-pandemic. Remote workers require more engagement. This has brought Artificial Intelligence (AI) to the forefront for engaging employees in the new normal.

Purpose: With limited studies on AI-enabled employee engagement in the new normal, this study investigates and proposes a conceptual framework of employee engagement in the context of AI and its impact on organisations.

Methodology: A systematic review and meta-synthesis method is undertaken. A systematic literature review assisted in critically analysing, synthesising, and mapping the extant literature by identifying the broad themes.

Findings: Since many organisations are turning to remote work post-pandemic and remote work requires more engagement, organisations are investing in AI to boost employee engagement in the new normal. Several antecedents of employee engagement such as quality of work life, diversity and inclusion, and communication are facilitated by AI. AI helps enhance the quality of work life by playing a major role in providing fair compensation, safe and healthy working conditions, immediate opportunity to use and develop human capacities, continued growth and security, work and total life space, and social relevance of work life. This has led to positive organisational outcomes like increased productivity, employee well-being, and decreased attrition rate. Furthermore, AI helps in measuring employee engagement. The various tools of AI, such as wearable technology, digital biomarker, neural network, data mining, data analytics, machine learning (ML), natural language processing (NLP), etc., have gone a long way in engaging employees in the new normal.

The COVID-19 pandemic ushered in multiple challenges for employees, which led to employee turnover, disengagement at work, employees’ mental health issues, etc. The study tries to elucidate how artificial intelligence (AI) herald great promise in human resource management in decreasing cost, attrition level and enhancing productivity. Considering the dearth of studies on recent trends in human resource management (HRM) in the context of AI, the study elucidates the role of AI in facilitating seamless onboarding, diversity and inclusion (D&I), work engagement, emotional intelligence and employees’ mental health. Thus, a conceptual model of recent trends in HRM in the context of AI and its organisational outcomes is proposed. A systematic review and meta-synthesis method are undertaken. A systematic literature review assisted in critically analysing, synthesising, and mapping the extant literature by identifying the broad themes. The findings of the study suggest that using natural language processing (NLP) and robots has eased the onboarding process. D&I is promoted using data analytics, big data, machine learning, predictive analysis and NLP. Furthermore, NLP and data analytics have proved to be highly effective in engaging employees. Emotional Intelligence is applied through AI simulation and intelligent robots. On the other hand, chatbots, employee pulse surveys, wearable technology, and intelligent robots have paved way for employees’ mental health. The study also reveals that using AI in HRM leads to enhanced organisational performance, reduced cost and decreased intention to quit the organisation. Thus, AI in HRM provides a competitive edge to organisations by enhancing the performance of the employees.

The purpose of this paper is to describe a training initiative that helped to re‐energize call‐centre staff at First Choice Holidays.

Explains what gave rise to the training program, how it was organized and the results it helped to achieve.

Reveals that First Choice Holidays enjoyed a 1,200 percent return on its training investment within six months. Sales at the call center had been static for two years, but following the training initiative revenue grew by more than 10 percent. The training created such a unified culture that two teams who had worked on two very different brands – First Choice Direct and Eclipse Direct – were able to merge into a single team. Customer satisfaction has risen significantly.

Emphasizes the important role of close management involvement in helping to ensure the success of the training program.

Highlights the close partnership that developed between First Choice and Blue Sky Consulting, which helped to devise and deliver the training.

This reflective chapter examines recent trends in social work–public library partnerships. The chapter begins by framing interprofessional collaboration between social work and public libraries as a vehicle for the collective impact that can create lasting and sustainable change in communities. Next in the chapter is an overview of the current state of public libraries’ capacity to support individuals in crisis through community partnerships. Next is a description on how interprofessional collaboration can support public libraries in general and the importance of collaboration with social work more specifically. A presentation of the existing models of public library–social work partnerships and their impact on the role of public libraries in their communities follows, with a discussion of the services provided by public libraries, and how partnerships might change the nature of social work practice. Finally, the chapter concludes with a discussion of the barriers and challenges to these partnerships with an eye toward the future of such partnerships and developing their capacity to enhance the health and wellbeing of their patrons, and the safety and resilience of their cities and communities.