bluuebunny/crossref_metadata_2025 huggingface dataset:
Preserving authenticity in the digital age
Authors: Adam Sharon
Published: November 2010

Purpose

In this increasingly digital world, archivists have had to reconsider early definitions and measures of authenticity in order to ensure their applicability to the process of preserving digital records. This paper sets out to explore the complexities involved in defining and preserving the authenticity of digital files.

Design/methodology/approach

The paper draws on literature from the field to present a comprehensive overview of traditional definitions of authenticity and highlight the shifting nature of those definitions in the digital age. The discussion begins with a look at traditional archival understandings of authenticity as they relate to physical objects. The paper goes on to examine these challenges and efforts and includes a look at the resource demands and technology tools currently used to evaluate digital authenticity. The paper conducted extensive research on the subject to compile source materials and draw conclusions.

Findings

This paper highlights the inherent challenge of establishing and maintaining pertinent criteria for authenticity when archivists are, for the most part, electing to reformat and effectively change digital records in order to ensure their long‐term preservation.

Practical implications

This paper includes practical implications for redefining, measuring, and preserving the authenticity of digital records.

Social implications

This paper has social implications in that it asserts a need to question the well‐established understanding of what it means to be authentic.

Originality/value

The paper brings together a range of information and presents a comprehensive yet succinct view of the issues involved in defining and preserving digital authenticity, not otherwise found in the literature serving the archive community.
Baby Boomers and the United States public library system
Authors: Nelson Decker Emy
Published: November 2010

Purpose

The members of the Baby Boom generation, who comprise a very large, diverse, and outspoken sector of the population, are about to grow older and enter the public library. Are public libraries in the USA ready to accommodate their changing needs? The number of Baby Boomers, soon to be in the older adult category, will be unprecedented. Never before has there been such a sharp increase in the number of older adults. In addition, this group of users will have particular needs of their public libraries. This paper aims to focus on the issues.

Design/methodology/approach

This paper explores the specific needs that the Baby Boom generation will have of the US public library system by focusing on three specific, albeit interrelated, categories: social, programming, and technological, and offers methods for keeping these vital members of society engaged with their public libraries.

Findings

This paper provides insights into possible solutions for maintaining and enhancing the public library's role as an important cultural center in the community for the aging population.

Originality/value

The paper explores the needs of the Baby Boom generation and what the US public library system can do to serve these needs.
Making the case for the leadership role of school librarians in technology integration
Authors: Smith Daniella
Published: November 2010

Purpose

The purpose of this study is to determine the self‐perceived impact of technology training on the transformational leadership practices of pre‐service school librarians who participated in a Master's degree program in library and information studies focusing on leadership development.

Design/methodology/approach

A concurrent triangulation mixed method design was implemented using two paper‐based self‐administered surveys. The first survey measured transformational leadership behaviors. The second obtained demographic variables and the participants' perceptions of the skills they learned in each of the five transformational leadership dimensions.

Findings

The results indicate that the leadership curriculum taught the participants how to be transformational leaders by using technology. The participants also use technology in a way that is significantly different from other teachers in Florida. Moreover, it is important to teach practical applications for integrating technology.

Research limitations/implications

This study was limited to a cohort of 30 pre‐service school library media specialists from six Florida counties.

Social implications

However, there are several practical implications. First, school library training programs can help change the perceptions of school librarians by teaching them to lead through technology integration. Next, school districts should support technology integration by developing infrastructures to support their success. Finally, project‐based experiences with feedback provide the best opportunities for teaching educators how to implement technology.

Originality/value

The results provide evidence that it is possible for degree programs to train school librarians to excel as technology integration leaders. Placing emphasis on this role can help change the perceptions of school librarians. These outcomes strengthen current knowledge of the technology integration role of school librarians.
A Six Sigma‐based method to renovate information services
Authors: Kim Yong , Jeong Kim Eun , Gyo Chung Min
Published: November 2010

Purpose

The purpose of this paper is to describe a Six Sigma‐based method to renovate library and information services with great emphasis on the information acquisition process.

Design/methodology/approach

The paper conducts a case study into a corporate research library of a telecom company in Korea to identify and remove ineffective components and unnecessary steps in library works and services. Specifically, it uses Six Sigma's DMAIC (define, measure, analyze, improve, and control) methodology to improve the process of purchasing overseas academic/scientific information and to enhance user satisfaction with information utilization.

Findings

The paper identifies 12 key factors, which have a great effect on information acquisition time and information utilization, and then proposes the improvement plans for those identified factors. Thanks to the successful implementation of Six Sigma, information acquisition time has been reduced from 25.9 days to 8.1 days, and the level of user satisfaction with information utilization has been greatly increased from 6.74 points to 8.46 points on the Likert scale.

Originality/value

This study is very meaningful in that it is the first attempt in Korea to apply Six Sigma to library and information services. In this work, Six Sigma has been applied only to an information purchase process, but can be extended to a variety of other library processes such as loan, cataloging, etc. for the purpose of raising the efficiency of library works and improving the quality of other information services.
OCLC's WorldCat Local versus III's WebPAC
Authors: Thomas Bob , Buck Stefanie
Published: November 2010

Purpose

This paper aims to describe the results of a usability test performed at Western Washington University to determine whether users were as successful performing common catalog‐related tasks in WorldCat Local as they are in the library's current catalog, Innovative Interfaces' WebPAC.

Design/methodology/approach

A usability team developed a test based on tasks commonly performed in the library catalog. They then tested 24 participants of varying levels of experience and asked each to perform 20 common catalog tasks in either the WebPAC interface currently in use or the WorldCat Local interface. The WorldCat Local interface was a test version which reflected Western Washington University's library holdings, in addition to the Orbis Cascade Alliance consortial holdings and all WorldCat holdings.

Findings

While the results found that there were tasks in which participants were more successful in WorldCat Local than in the WebPAC, they also identified common tasks in which users were far less successful in WorldCat Local than in the WebPAC.

Originality/value

WorldCat Local is one example of a new generation of discovery interfaces that is being considered by a number of academic institutions. This paper provides some insights into the strengths and weaknesses of the product.
Evaluating and comparing discovery tools: how close are we towards next generation catalog?
Authors: Yang Sharon Q. , Wagner Kurt
Published: November 2010

Purpose

The purpose of this paper is to evaluate and compare open source and proprietary discovery tools and find out how much discovery tools have achieved towards becoming the next generation catalog.

Design/methodology/approach

The paper summarizes characteristics of the next generation catalog into a check‐list of 12 features. This list was checked against each of seven open source and ten proprietary discovery tools to determine if those features were present or absent in those tools.

Findings

Discovery tools have many next generation catalog features, but only a few can be called real next generation catalogs. Federated searching and relevancy based on circulation statistics are the two areas that both open source and proprietary discovery tools are missing. Open source discovery tools seem to be bolder and more innovative than proprietary tools in embracing advanced features of the next generation catalog. Vendors of discovery tools may need to quicken their steps in catching up.

Originality/value

It is the first evaluation and comparison of open source and proprietary discovery tools on a large scale. It will provide information as to exactly where discovery tools stand in light of the much desired next generation catalog.
Archiving in the networked world: LOCKSS and national hosting
Authors: Seadle Michael
Published: November 2010

Purpose

The purpose of this paper is to answer questions about LOCKSS (Lots of Copies Keep Stuff Safe) that have arisen in the context of the German National Hosting study.

Design/methodology/approach

The paper describes what the LOCKSS software can do and how the LOCKSS community is organized. The descriptions come from direct experience with LOCKSS and from comments by the developers.

Findings

LOCKSS offers a robust and cost‐effective mechanism to carry digital content undamaged into future centuries. It also offers a distributed network that is robust against natural, social, political or economic catastrophes at one or even several locations. Its financial and organizational philosophy avoids a single point of financial or administrative failure.

Originality/value

Regardless of which national hosting system is selected, the chosen system ought to have qualities similar to these.
Return on investment (ROI) in German libraries
Authors: Grzeschik Kathrin
Published: November 2010

Purpose

The purpose of this paper is to verify the proposition by the University of Illinois, Urbana‐Champaign (UIUC), that their return on investment (ROI) formula developed for academic libraries and based on hard facts is broad enough to be used throughout the world for ROI studies in academic institutions/libraries. It further aims to verify that UIUC's methodology is adaptable enough to work in other academic environments as well.

Design/methodology/approach

The methodology developed by UIUC (an ROI formula developed for academic libraries based on grant proposal applications and citations) has been “copied” and thereby adapted to enable it to be used in an academic environment in Europe/Germany.

Findings

The methodology developed by UIUC was adaptable enough to be used in a German academic environment for calculating the ROI of a University library. However, the methodology was sometimes complicated and therefore simplified for this and possible further studies. Likewise, the ROI formula was very complex and this study found that it was possible to simplify it as well for further use.

Research limitations/implications

There was difficulty in gathering all the information necessary for conducting such a study in Germany as grant proposals contain sensitive data that people are unwilling to display. Further, it was noticeable that German statistics on funding were unable to provide the necessary data without further enquiries, despite the German law that public institutions are obliged to disclose funding information.

Originality/value

Previously no one else has tried to verify the methodology for an ROI study developed by UIUC. This study gives evidence that UIUC was right in claiming that their ROI formula developed for academic institutions/libraries may be used for any academic library in the world. Further, this study shows how the formula and the methodology may be adapted to fit individual academic environments.
Higher learning as a business: what are library employees worth?
Authors: Steele Kirstin
Published: November 2010

Purpose

The purpose of this paper is to consider library faculty and staff activities within an institution of higher learning in light of the recent ACRL report Value of Academic Libraries: A Comprehensive Research Review and Report.

Design/methodology/approach

Using some of the student assessment measures listed in the ACRL report, the paper discusses possible ways to quantify library duties.

Findings

The paper finds that it is invigorating to ponder what libraries do, within a bigger picture.

Research limitations/implications

Avenues for possible research, with and without human subjects, include: library employees' effects on enrollment, retention, and graduation; using SCOPUS or other citation database, to evaluate libraries' effects on faculty research.

Practical implications

It is important to expand assessment of libraries beyond the usual “internal” statistics such as circulation, to include wider institutional measures.

Originality/value

The paper provides a commentary on September 2010 ACRL report.
Directing the personnel search part I: the position announcement
Authors: Fitsimmons Gary
Published: November 2010

Purpose

This paper's purpose is to consider what goes into a well‐done library personnel search beginning with the position announcement.

Design/methodology/approach

The paper states reasons for conducting a well‐run search, defines general parameters for candidate contacts during the search and then discusses how to address specific points in the position announcement.

Findings

The paper finds that, in order to attract a qualified pool from which to choose, the position announcement must be both well‐worded and substantive in the opportunity being advertised.

Practical implications

The practical implications of this paper have to do with saving time, trouble and money by hiring a good fit for library positions the first time.

Originality/value

The value of the paper is in learning what it takes to attract quality candidates for library positions.
A couple of miles down the road
Authors: Maxymuk John
Published: November 2010

Purpose

The purpose of this paper is to examine some likely scenarios for the future of academic libraries.

Design/methodology/approach

Ten scenarios concerning publishing, patrons and technology are discussed vis‐à‐vis their potential effect on libraries.

Findings

Thinking about the future is a necessary exercise for planning. Progress is inevitable and should be welcomed for its potential for positive change.

Originality/value

The paper provides useful predictions on the future of academic libraries.
Terms of service, cramped budgets, and good library citizenship: the Netflix dilemma
Authors: Harris Colleen S.
Published: November 2010

Purpose

The purpose of this paper is to explore the implications of libraries using Netflix to supplement their own audiovisual collections.

Design/methodology/approach

A review of the current discussion regarding breaking terms of service is presented along with several complications that arise from libraries disregarding the Netflix terms of service agreement.

Findings

The problem of providing patrons with access to materials that the library cannot afford to purchase and which cannot be acquired via interlibrary loan has no simple answer. Librarians may be in a unique position to encourage changes to terms of service that may be more friendly to lending institutions, but only if they do not squander their legitimacy by disregarding current terms.

Research limitations/implications

Most of the conversation is based on anecdote and recent practice. Very little has been written on how to fix this problem.

Practical implications

This paper brings this issue to the forefront in an effort to engage librarians in a discussion about the ethical, practical and legal implications of breaking terms of service in the pursuit of serving patrons.

Social implications

The culture of library practice could be affected by this issue, and may have wider ramifications in terms of future copyright, licensing, and terms of service agreements.

Originality/value

The paper is timely, addressing a current question and debate within their field. It proposes that librarians should find solutions only after seriously considering the legal, ethical, and economic implications of their actions.
Employee savvy is the key to fiscal success
Authors: Cottrell Terry
Published: November 2010

Purpose

The purpose of this paper is to clarify employee financial prowess at every level as a key to good library management beyond the responsibilities of directors.

Design/methodology/approach

The paper presents a general review.

Findings

The paper finds that all employees of a library must possess and exemplify a general sense of fiscal savvy.

Research limitations/implications

This paper has implications for non‐library directors thinking about their role involving their library's finances.

Practical implications

Library leaders are looking for motivational strategies to expand beyond their own financial networking prowess.

Originality/value

The paper goes against the prototypical assumption that library managers are the only staff members who need to possess financial strategic skill.
In the beginning …
Authors: Walker Stephanie
Published: November 2010

Purpose

The purpose of this paper is to present a first installment of a new column on human resource matters in libraries. It aims to focus on the beginning of a professional career in libraries.

Design/methodology/approach

The paper looks at beginning a professional career in libraries, including exhibiting appropriate behavior and caution on professional discussion lists, understanding the realities of a difficult job market and utilizing opportunities for part‐time work and for professional development, highlighting exceptional attributes on a résumé, and doing research on hiring institutions.

Findings

The paper reveals advice for beginning a career in libraries.

Originality/value

The paper provides useful information for those who want to pursue a career as a librarian.
Economic principles and across‐the‐board cuts
Authors: Cross Roger L.
Published: November 2010

Purpose

The purpose of this paper is to address the irrationality of making budget decisions without awareness of the economic foundation of these decisions. It aims to propose that, in lieu of a universal economic principle, librarians should at least adopt the maxim, “first, do no harm.”

Design/methodology/approach

The paper argues the need to review budgetary distribution models in terms of economic principles and the argument incorporates the author's recent implementation of material cuts at his institution.

Findings

The paper finds that application of across‐the‐board materials cuts is inequitable and resembles a regressive flat‐tax.

Research limitations/implications

The paper argues that sound economic principles are being ignored in budget decision making.

Practical implications

Libraries should evaluate the economic principles they apply, especially when they involve distributions of available funds.

Originality/value

The paper encourages readers to think about the economic impact of their actions.
The importance of visibility
Authors: Crumpton Michael A.
Published: November 2010

Purpose

The purpose of this paper is to investigate the benefits of being visible in stewardship of an organization and the resources invested.

Design/methodology/approach

The paper looks at the concepts of management by walking around and Gemba and how visibility can be used to best advantage in a library.

Findings

The paper finds that, in a tough economy especially, staff need supervisors to be visible and support changes that might have occurred, and patrons need to know that administrators are paying attention to how resources are used. A purposeful and meaningful effort by managers to be more visible and accessible can result in greater understanding of details, a better sense of loyalty, and higher levels of morale and patron satisfaction.

Originality/value

The paper provides useful information on the importance of visibility within the library working environment.
A vocabulary test to assess information security awareness
Authors: Kruger Hennie , Drevin Lynette , Steyn Tjaart
Published: November 2010

Purpose

The dependence on human involvement and human behavior to protect information assets necessitates an information security awareness program to make people aware of their roles and responsibilities towards information security. The purpose of this paper is to examine the feasibility of an information security vocabulary test as an aid to assess awareness levels and to assist with the identification of suitable areas or topics to be included in an information security awareness program.

Design/methodology/approach

A questionnaire has been designed to test and illustrate the feasibility of a vocabulary test. The questionnaire consists of two sections – a first section to perform a vocabulary test and a second one to evaluate respondents' behavior. Two different class groups of students at a university were used as a sample.

Findings

The research findings confirmed that the use of a vocabulary test to assess security awareness levels will be beneficial. A significant relationship between knowledge of concepts (vocabulary) and behavior was observed.

Originality/value

The paper introduces a new approach to evaluate people's information security awareness levels by employing an information security vocabulary test. This new approach can assist management to plan and evaluate interventions and to facilitate best practice in information security. Aspects of cognitive psychology and language were taken into account in this research project, indicating the interaction and influence between apparently different disciplines.
Human‐related problems of information security in East African cross‐cultural environments
Authors: Asai T. , Hakizabera A.U.
Published: November 2010

Purpose

The purpose of this paper is to find what kinds of problems, while implementing information security policy, may take place in foreign companies in the East African Community (EAC) because of cultural differences, and to suggest supplemental countermeasures in international frameworks such as Committee of Sponsoring Organizations of the Treadway Commission and ISO/IEC27001.

Design/methodology/approach

Setting potential problems based on Hofstede's scores of cultural dimensions and the authors' experience, this paper predicts potential problems first by using the theory of level of potential. Local employees working for foreign companies were polled to evaluate the severity of the problems. Based on the survey results, the paper finds which problems may take place, what triggers them and how severe they are. Finally, it finds countermeasures to prevent the problems.

Findings

Overall, British, US and Japanese companies are found to have higher potential of facing problems in the EAC. The problem of “using a previous company's confidential information” has been found to have the highest severity. British, US and Belgian companies have individualism‐originated problems. Japanese companies have the highest potential of facing problems due to masculinity. Chinese companies have the highest potential of facing problems due to long‐term orientation. In addition, a list of countermeasures is proposed to protect business information.

Originality/value

The paper has identified information security management (ISM)‐related problems with their severities for each of the selected investing countries in the EAC, applying a new method to predict potential problems concerning ISM in foreign companies. It has recommended practical countermeasures against the six serious problems identified.
Designing and aligning e‐Science security culture with design
Authors: Faily Shamal , Fléchais Ivan
Published: November 2010

Purpose

The purpose of this paper is to identify the key cultural concepts effecting security in multi‐organisational systems and align these with design techniques and tools.

Design/methodology/approach

A grounded theory model of security culture was derived from the related security culture literature and empirical data from an e‐Science project. Influencing concepts were derived from these and aligned with recent work on techniques and tools for usable secure systems design.

Findings

Roles and responsibility, sub‐cultural norms and contexts, and different perceptions of requirements were found to be influencing concepts towards a culture of security. These concepts align with recent work on personas, environment models, and related tool support.

Originality/value

This paper contributes a theoretically and empirically grounded model of security culture. This is also the first paper explicitly aligning key concepts of security culture to design techniques and tools.
Information security education in South Africa
Authors: Futcher Lynn , Schroder Cheryl , von Solms Rossouw
Published: November 2010

Purpose

The purpose of this paper is to argue that information security should be regarded as a critical cross‐field outcome (CCFO). This could assist in narrowing the evident “information security gap” that currently exists in undergraduate information technology/information systems/computer science (IT/IS/CS) curricula at South African universities.

Design/methodology/approach

This paper briefly reviews existing literature relating to outcomes‐based education in South Africa with a specific focus on CCFOs. A literature review was also carried out to determine existing approaches to education in information security. A survey was carried out to establish the extent to which information security is currently incorporated into the IT/IS/CS curricula at South African universities and a discussion group was used to provide insight into the current situation at undergraduate level.

Findings

Education in information security has matured much more rapidly in postgraduate than in undergraduate programmes at South African universities. In addition, the extent to which information security is addressed at undergraduate level is on an ad hoc basis, with isolated attention being paid to a few information security aspects. An integrated approach to information security education is therefore proposed by considering information security as a CCFO.

Research limitations/implications

Further research is required to determine how appropriate information security aspects can be seamlessly integrated into the various learning programmes at undergraduate level.

Practical implications

The proposed integrated approach to information security education will require that IT/IS/CS educators develop strategies to incorporate relevant information security aspects into their learning programmes.

Originality/value

This paper proposes an integrated approach to information security education by considering information security as a CCFO.
Structure and flexibility in global research design
Authors: Gomez Ricardo
Published: November 2010

Purpose

This paper aims to present the research methodology for the global study “Landscape of public access to ICT in 25 countries” (referred to as the Landscape study), a study conducted in 2007‐2009 by the University of Washington's Center for Information and Society, with a grant from the Bill and Melinda Gates Foundation.

Design/methodology/approach

The study looked at public access venues (public libraries, telecenters, cybercafés, other) that offer public access to information, especially through information and communication technologies (ICT), in 25 countries around the world.

Findings

The paper describes here the criteria for the country selection, selection of local research partners in each country, research design considerations, data analysis, and limitations of the study.

Practical implications

The scope of the research undertook meant sacrificing some depth in exchange for breadth resulting in a broad blanket of understanding over a variety of topics, but not enough depth to really understand their intricacies, causes or effects. In future steps the authors intend to explore ways to adapt the research framework to apply it to in‐depth studies of a particular country or context.

Originality/value

This paper presents a research methodology example that is transferrable to other multi‐national surveys.
A performance index approach to library collection
Authors: Prathap Gangan , Mittal Rekha
Published: November 2010

Purpose

The purpose of this paper is to demonstrate the new application of a performance index (p‐index), extending its use to libraries for measuring and evaluating library circulation statistics in terms of quality and quantity of library books usage by subjects.

Design/methodology/approach

The study uses NISCAIR library circulation data and computes p‐index as well as h‐index for comparing usage in different subjects.

Findings

The results indicate that a two dimensional map of quality vs quantity of transactions can be used for better understanding and evaluation of library usage.

Research limitations/implications

The h‐ and p‐indices and the quality‐quantity maps can be used as a benchmark for monitoring library performance in addition to finding out high value areas in the library collection, high value users, and high value books.

Practical implications

The paper is able to supplement the insights normally available from routine statistical analysis of circulation data.

Originality/value

This study may help in providing knowledge/insights in building up collections.
The use of web statistics in cultural heritage institutions
Authors: Voorbij Henk
Published: November 2010

Purpose

This paper aims to describe the use of web statistics by libraries, archives and museums in The Netherlands.

Design/methodology/approach

Three methods were applied: a survey among more than 100 institutions, interviews and content analysis of annual reports.

Findings

Most institutions gather web statistics. A large variety of packages is used, which hinders comparison among institutions. Web statistics are used for practical purposes, such as adapting the web site or setting priorities for further digitization, and as a critical success factor. Most archives and museums mention web statistics in their annual report. Usually, they do not explain the data and do not provide background information, which makes it difficult to interpret them.

Research limitations/implications

The sample represented institutions with above average interest in, or experience with, digitizing.

Practical implications

This inventory may stimulate large‐scale use of web statistics in cultural heritage institutions and be the first step towards standardization.

Originality/value

This study is the first attempt to investigate the use of web statistics in cultural heritage institutions in The Netherlands.
Unifying information behaviour and process: a balanced palette and the balanced scorecard
Authors: Foster Allen , Ferguson‐Boucher Kirsten , Broady‐Preston Judith
Published: November 2010

Purpose

This paper aims to put forward a “balanced palette” approach using balanced scorecard principles to evaluate the multiple elements of behaviour and process identified in a recent conceptual model developed by Foster and Ferguson‐Boucher at Aberystwyth University.

Design/methodology/approach

Building on Foster and Ferguson‐Boucher's conceptual model the paper reports on a tripartite approach applying information behaviour, records management and organization behaviour theory that is used to develop an analytical tool to measure information and process in organizations.

Findings

The study identified compatibility between the principles identified in the Foster Ferguson‐Boucher (FFB) model and the principles associated with the balanced scorecard (BSC) technique and Broady‐Preston's earlier work. Bringing together the FFB model and the BSC technique the resulting matrix, the Information Situation Scorecard, permits the assessment of information agent roles in the context of some accepted strategic measures while also reflecting the different emphasis that information and behaviour require.

Originality/value

Building on analysis of earlier work, and adapting the principles of the balanced scorecard this paper offers a holistic evaluation of information situations that encompass information behaviour, organization behaviour and records management within a single evaluative framework.
A framework for tracking changes in library user preferences using multicriteria methods and non‐parametric statistical analysis
Authors: Meletiou Aristeidis
Published: November 2010

Purpose

Libraries constitute a highly developing area as they always enrich their offered services in order to satisfy users' expectations. One of the most important factors in customization strategies and improvement of individual services must be user preferences. However, customization requires an in‐depth analysis of user preferences and an evaluation of future behavior. The main objective of this paper is to present a framework for analyzing changes of user preferences in a library.

Design/methodology/approach

The paper presents detailed results of two independent user satisfaction surveys conducted in an interval of five years in the Library of the Technical University of Crete and analyzes them using a proposed framework. However, the framework can be applied in every modern library. The analyses are based on non‐parametric statistical techniques and a multicriteria satisfaction analysis method, which is a multicriteria preference disaggregation approach.

Findings

Overall, user judgments for both surveys show that 50‐70 percent of users are “very satisfied” or “satisfied”. The percentage of “satisfied” users increased from 2005 to 2010 (almost 18 percent) and “very satisfied” remained almost the same.

Practical implications

Results are mainly focused on the evaluation of potential trends of user preferences. Furthermore, results of a benchmarking analysis are also presented, based on the evolution of satisfaction levels for the quality characteristics of the offered services.

Originality/value

The goal of the presented study and proposed framework and methodology is to help library decision makers track changes to user preferences and improve the provided services according to those preferences.
Service quality of the University of the Punjab's libraries
Authors: Arshad Alia , Ameen Kanwal
Published: November 2010

Purpose

The purpose of this paper is to measure service quality of academic libraries of a major university from students' perspectives and to determine libraries' own performance towards meeting users' expectations.

Design/methodology/approach

Research settings of the study were University of the Punjab's academic libraries, excluding the main library. A survey method was chosen as a method of investigation and a modified SERVQUAL questionnaire was used to explore users' desired and perceived service levels along a seven‐point Likert scale. The sample of the study was selected using stratified random sampling through proportional allocation.

Findings

The results revealed that users' expectations were high as compared to their perceptions, and a discrepancy was found between expectations and perceptions of all 22 SERVQUAL statements. The overall service quality and satisfaction of the university's libraries was found to be somewhat good. Users were satisfied with library staff's courteous and caring behavior. However, university librarians desperately need to take remedial actions to improve library staff's competency and physical facilities. Users preferred the “tangibles” dimension more than other dimensions.

Originality/value

This study is the first to measure the service quality of the university's academic libraries and is particularly significant for librarians and university administrators who wish to explore the strengths, weaknesses and threats of quality library services. The findings will assist them to review their service policies and take steps to improve service quality of a university's libraries.
Why do members contribute knowledge to online communities?
Authors: Chou Shih‐Wei
Published: November 2010

Purpose

This study aims to better understand individuals' motives for contributing knowledge in an online community.

Design/methodology/approach

An integrated model is developed based on a motivational model and social cognitive theory. To validate the model two online communities: the Electronic Engineering Times in Taiwan and China were surveyed.

Findings

It was found that both perceived identity verification and performance expectancy are positively associated with satisfaction, which in turn affects knowledge contribution. Performance expectancy is affected by both computer self‐efficacy and computer anxiety, and perceived identity verification is influenced by members' innovativeness in IT.

Originality/value

This is the first study which aims to assess the relationships between individuals' differences, intrinsic and extrinsic motivation, and knowledge contribution. The findings can help managers to build an effective community.
User evaluation of textual results clustering for web search
Authors: Pu Hsiao‐Tieh
Published: November 2010

Purpose

Clustering web search results into dynamic clusters and hierarchies provides a promising way to alleviate the overabundance of information typically found in ranked list search engines. This study seeks to investigate the usefulness of clustering textual results in web search by analysing the search performance and users' satisfaction levels with and without the aid of clusters and hierarchies.

Design/methodology/approach

This study utilises two evaluation metrics. One is a usability test of clustering interfaces measured by users' search performances; the other is a comprehension test measured by users' satisfaction levels. Various methods were used to support the two tests, including experiments, observations, questionnaires, interviews, and search log analysis.

Findings

The results showed that there was no significant difference between the ranked list and clustering interfaces, although participants searched slightly faster, retrieved a larger number of relevant pages, and were more satisfied when using the ranked list interface without clustering. Even so, the clustering interface offers opportunities for diversified searching. Moreover, the repetitive ratio of relevant results found by each participant was low. Other advantages of the clustering interface are that it highlights important concepts and offers richer contexts for exploring, learning and discovering related concepts; however, it may induce a certain amount of anxiety about missing or losing important information.

Originality/value

The evaluation of a clustering interface is rather difficult, particularly in the context of the web search environment, which is used by a large heterogeneous user population for a wide variety of tasks. The study employed multiple data collection methods and in particular designed a combination of usability and comprehension tests to offer preliminary results on users' evaluation of real‐world clustering search interfaces. The results may extend the understanding of search characteristics with a cluster‐based web search engine, and could be used as a vehicle for further discussion of user evaluation research into this area.
Understanding the consistent use of internet health information
Authors: Kim Kyoung‐Hwan
Published: November 2010

Purpose

The purpose of this paper is to analyse whether internet experience, process quality, outcome quality, customer satisfaction, and post‐use expectations affect the consistent use of health information online by Chinese internet users and how these factors are related to one another.

Design/methodology/approach

Data were collected from 219 Chinese university students who are currently using, or have used, the health information services available on the internet. Tertiary students were selected because they are active internet users who frequently use the internet to search for information.

Findings

Internet experience affects process quality, but it has no direct relation to outcome quality or customer satisfaction. Process quality determines customer satisfaction toward health information available on the internet and influences the outcome quality; however, the outcome quality is not related to customer satisfaction. The decision to reuse health information found on the internet is influenced by both customer satisfaction and post‐use expectations. The customers' post‐use expectations are primarily influenced by customer satisfaction.

Practical implications

For a successful internet business, internet marketers should recognise that service quality includes both process quality and outcome quality and plan new campaigns that take this factor into consideration. Tracking post‐use expectations can help predict, with reasonable accuracy, the relationship between customer satisfaction and retention of health information found on the internet.

Originality/value

This study provides a better understanding about the users of health information found on the internet in China by taking into account the above‐mentioned factors: internet experience, post‐use expectation, process quality, and outcome quality.
Three‐dimensional context‐aware tailoring of information
Authors: Grønli Tor‐Morten , Ghinea George
Published: November 2010

Purpose

The purpose of this paper is to explore the notion of context in ubiquitous computing. Personal Information Managers exploit the ubiquitous paradigm in mobile computing to integrate services and programs for business and leisure. Recognising that every situation is constituted by information and events, context will vary depending on the situation in which users find themselves. The paper aims to show the viability of tailoring contextual information to provide users with timely and relevant information.

Design/methodology/approach

A survey was conducted after testing on a group of real world users. The test group used the application for approximately half a day each and performed a number of tasks

Findings

The results from the survey show the viability of tailoring contextual information to provide users with timely and relevant information. Among the questions in the questionnaire the users were asked to state whether or not they would like to use this application in their daily life. Statistically significant results indicate that the users found value in using the application.

Originality/value

This work is a new exploration and implementation of context by integrating three dimensions of context: social information, activity information, and geographical position.
How to improve trust toward electronic banking
Authors: Muñoz‐Leiva Francisco , Luque‐Martínez Teodoro , Sánchez‐Fernández Juan
Published: November 2010

Purpose

The purpose of this paper is to contribute to the field of trust research with a focus on optimising this perception via electronic transactions in the banking industry. Specifically, the study aims to examine trust toward a bank and its dependability using a variety of “institution‐based” trust mechanisms, such as security of transaction, reputation and web quality.

Design/methodology/approach

It is expected that the manner in which the trust‐generating mechanisms are presented has different effects on the level of trust in the internet banking services. The analysis of these influences is based on an experimental design applied to internet banking users with the aim of treating the scenarios defined by combinations of stimuli. In particular, a design was used with three intra‐subject factors: the first two, manipulated a priori, combine seals and their associated clauses or arrangements, while the third considered a bank website's quality from the user viewpoint.

Findings

The analysis discovers that the mere presence of seals is not in itself important for the explanation of beliefs about trustworthiness and dependability of a website with electronic banking services. However, the manner in which the trust‐generating mechanisms are presented, either individually or in their different combinations, has different effects on trust.

Research limitations/implications

The study is limited to data from one country and a single specific context (a new electronic banking website), so care should be taken when generalising to other electronic businesses. The findings contribute several recommendations for web design and optimisation of the online services and/or content offered by a bank.

Originality/value

This paper is the first study to evaluate the combined effects of four seals generators of trust in a bank's website and its associated arrangements or clauses as well as design quality. The study will provide greater understanding of navigation behaviour and the decisions made by users of electronic banking.
Antecedents and consequences of trust in online product recommendations
Authors: Hsiao Kuo‐Lun , Chuan‐Chuan Lin Judy , Wang Xiang‐Ying , Lu Hsi‐Peng , Yu Hueiju
Published: November 2010

Purpose

This paper aims to improve understanding of the reasons why people trust the information about product recommendations on social shopping networks of websites, a new e‐commerce method which combines social networking and shopping, and to investigate the impact of the trust on the consumers' intention to purchase products from the online shop of a website.

Design/methodology/approach

An online survey instrument was developed to gather data, and 1,219 questionnaires were used to test the relationships in the proposed model.

Findings

The results indicated that perceived ability, perceived benevolence/integrity, perceived critical mass, and trust in a website were four important antecedents of trust in product recommendation in a social networking site. In addition trust in product recommendations can influence the consumers' intention to purchase from the website through increasing their intention to purchase the products.

Research limitations/implications

The research model demonstrated the importance of trust in product recommendations to online consumers' transaction intention.

Practical implications

The results of the study showed that trust in product recommendations will influence consumers' purchase intentions. Therefore a social shopping website or the websites transforming into social shopping websites should put more emphasis on ways to establish the virtual communities or social networks which can provide the information about product recommendations that consumers trust.

Originality/value

The study provides a comprehensive framework of the antecedents and effects of consumers' trust in recommendations in the context of social shopping.