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The authors ask the question of how libraries can advocate for themselves and for those who most need the library during the pandemic, and evaluate how the authors adapt to a future of helping underserved and underrepresented populations in new ways after it subsides.

Using data currently being provided by the Center for Disease Control and Prevention (CDC) and other sources, prior issue analyses dealing with library programs and advocacy, and lessons from a few dystopian novels, the authors lay out the political and social implications of the coronavirus on libraries now and in the future.

Because the coronavirus disease 2019 (COVID-19) pandemic shut down physical library buildings everywhere, forcing extremely slow re-openings and decimating library programs, conversation is building now on how libraries will overcome its massive blow. Underrepresented populations who most need library information (namely, the homeless, Native Americans, Black and Hispanic peoples among others) are suffering disproportionately from the pandemic and its aftereffects that are just beginning to reverberate.

This paper presents a viewpoint backed by lessons from American history, specifically the Civil Rights Movement, and the dystopian novel 1984 by George Orwell. Currently, the conversations around what will happen to libraries are limited, but will hopefully grow as libraries (and the rest of the world) attempt to move forward in an unprecedented situation.

The purpose of this paper is to report findings from research conducted to study the everyday work of information professionals, specifically records managers. This paper is a part of the “Research on the Work of 21st Century Information Professionals” study.

Researchers used the tailored design approach to create and increase response rate of our survey. Survey research methodology facilitated the development, pilot and launch of a survey instrument with a 20-question module specific to records management work.

The authors discovered the frequency of 11 tasks in records managers’ daily work, as well as how important each of 11 competencies are to their success on the job. Professional development topics and format, job satisfaction, strategies for gaining compliance, desired skills for new hires and curricular recommendations are also presented.

The survey generated 334 responses from records management professionals. This sample was based on graduate alumni, targeted professional groups and snowball strategy. Implications from this study include educating doctoral students to study information work and identifying particular areas for strengthening graduate curricula and professional training.

The authors obtained direct insight on what records managers do in their daily work that will inform curricular decision-making.

The study explores an interest in daily work activities through multiple quantifiable data measures to offer nuanced insight on the relationships between different aspects of records management work.

In 2012, the New York Department of Financial Services threatened to revoke Standard Chartered Bank’s U.S. license for alleged money laundering violations involving Iran. The bank’s settlement with US regulators and law enforcement cost the bank approximately $1.099 billion. In 2013, as a signal that no bank was too big to jail, the Holding Individuals Accountable and Deterring Money Laundering Act was introduced into the U.S. Congress. We focus on a clinical examination of the Standard Chartered money laundering case and examine the role of the US regulators and law enforcement in the settlement.

As a company’s corporate social responsibility (CSR) image can protect from the backlash of a service failure, it is important to remind customers of the company’s CSR commitment when a service failure occurs. One novel mechanism for doing so is through a prosocial service recovery. However, explorations of such service recovery strategies are relatively unknown. Thus, this paper aims to examine how recoveries including prosocial elements compare to those only utilizing monetary compensation strategies and to explore boundary conditions for such effects.

This research utilizes an experimental design approach across three studies. Participants were recruited from Amazon’s Mechanical Turk.

This research demonstrates that a recovery including prosocial (vs only monetary) elements can positively impact purchase intent through the firms’ CSR perceptions. The authors show that the benefits of prosocial compensation are contingent on the motivation for visiting a company (e.g. hedonic vs utilitarian) as well as the degree to which the company is perceived as luxurious.

The series of studies provides important theoretical contributions to services marketers by advancing the understanding of novel recovery strategies and demonstrating when companies should initiate such strategies. Implications of the findings and directions for future research are explored.

An important report on the work carried out during the two years 1906–7 and 1907–8 by the Inspectors of Foods appointed by the Local Government Board has been drawn up by Dr. G. S. BUCHANAN, the Chief Inspector, and forms part of the report of the Medical Officer to the Board, Dr. ARTHUR NEWSHOLME, for the year 1907–8 (Appendix A, No. 10).

Research was conducted on parents’ experience of caring for a child living with Duchenne muscular dystrophy (DMD). The focus of this research was on the key psychological aspects of the process of adjustment to the illness of their child (family and spousal relationship, daily life, emotions, career, spirituality, and coping strategies). There was evidence throughout the study of gender‐specific differences in constructing the different aspects of the shared experience. The main findings included major differences in the initial reaction and coping styles between mothers and fathers. These differences could be perceived as a threat or could serve as a source of isolation between parents. Additional findings included the unequal sharing of caregiving tasks between partners: the primary caregiving role usually being assumed by the mother, with the father playing a supportive role. The unique contribution of this study in further describing the lived experience of parents of a child with DMD is its attention to the internal dynamic of the relationship between mothers and fathers. This dynamic is highly dependent on the respective roles of primary and secondary caregiver. This research has implications for the design and implementation of intervention strategies aimed at couples caring for a child with DMD, or with other severe, chronic, and uniformly fatal illnesses.

The purpose of this paper is to examine the impact of a training intervention designed to develop and encourage the use of coaching skills in a small arts-based organisation and assess the factors that appear to have influenced this impact.

The programme, its effects and factors that influenced its impact were assessed through ongoing feedback and evaluation and through information gathered in a focus group and in one-to-one interviews with participants at the conclusion of the programme.

The programme had individual and organisational benefits, including improved skills in communication and problem-solving and a better understanding of a range of problems affecting the organisation. Factors enabling these benefits included participation of senior managers in the programme and coaching practice that focused on real workplace issues. Factors limiting these benefits included a lack of a clear statement about the purpose of the programme.

This relates to a programme within a single organisation, and the findings may not be generalisable.

Through training individuals in coaching skills, it is possible to improve the skills needed for cooperative working and joint problem-solving. A corporate training programme in coaching skills can surface a range of organisational problems and enable progress to be made in tackling them.

There is little empirical research evaluating the impact of training in coaching skills. This paper identifies how such training can develop leadership skills and indicates practical factors that may enhance or limit the impact of the training.

In reporting to the Board early in 1906 on inquiries as to meat inspection in London; Dr. Buchanan drew attention to the need for a better understanding, in the interests of the British consumer, of the conditions under which meat and meat foods are prepared abroad for exportation to the United Kingdom, of the various systems of inspection or control adopted abroad in the case of such meats, and of the significance to be attached to the presence or absence of official inspection labels or marks on imported carcass meat and other meat foods.

The healthcare sector is experiencing a major paradigm shift toward a people-centered approach. The key issue with transitioning to a people-centered approach is a lack of understanding of the ever-increasing role of technology in blended human-technology healthcare interactions and the impacts on healthcare actors' well-being. The purpose of the paper is to identify the key mechanisms and influencing factors through which blended service realities affect engaged actors' well-being in a healthcare context.

This conceptual paper takes a human-centric perspective and a value co-creation lens and uses theory synthesis and adaptation to investigate blended human-technology service realities in healthcare services.

The authors conceptualize three blended human-technology service realities – human-dominant, balanced and technology-dominant – and identify two key mechanisms – shared control and emotional-social and cognitive complexity – and three influencing factors – meaningful human-technology experiences, agency and DART (dialogue, access, risk, transparency) – that affect the well-being outcome of engaged actors in these blended human-technology service realities.

Managerially, the framework provides a useful tool for the design and management of blended human-technology realities. The paper explains how healthcare services should pay attention to management and interventions of different services realities and their impact on engaged actors. Blended human-technology reality examples – telehealth, virtual reality (VR) and service robots in healthcare – are used to support and contextualize the study’s conceptual work. A future research agenda is provided.

This study contributes to service literature by developing a new conceptual framework that underpins the mechanisms and factors that influence the relationships between blended human-technology service realities and engaged actors' well-being.