The Customer Is Always Right

Summary

Dealing with difficult patrons can be stressful. However, if we look at business literature and practice, we can learn much about how to deal with these difficulties. This paper focuses specifically on customer complaints. The business world regards complaints as valuable opportunities to improve customer service and satisfaction. Libraries should provide channels for their patrons to make complaints, follow up on those complaints, and train staff to deal with user dissatisfaction. Otherwise, our users may decide the library is not valuable to them, and we could lose valuable support.     

Transnational advocacy network opposing DRM ‐ A technical and legal challenge to media companies

Abstract

Organized transnational political and technological activism ‐ here referred to as transnational advocacy networks ‐ has an increasingly strong role in giving images of how one should behave and what to consume. This article analyses transnational advocacy networks that oppose digital rights management (DRM) systems and related regulations. We suggest the potential impact of this activity to the consumption of content products. We start with defining and describing the most relevant advocacy networks. We provide the characterization of existing organizations and their work both the United States and Europe. Then, we discuss four case studies where media companies have experimented with different strategies against DRM circumvention initiated and endorsed by transnational advocacy networks Our argument is that because of the economics of copying on the Internet it is not a sound strategy to use legal actions to remove any circumventing information from the internet. Any circumvention information published on the Internet will be mirrored out of the reach of legal enforcement mechanisms. So far, the only working strategy seems to be to implement a DRM‐system, which can be updated without user intervention after the security is breached. This might be also the most efficient way to control the impact of transnational advocacy networks opposing DRM systems.     

面向数据网络的信息组织演变发展

数据与数据之间通过富含语义链接的方式形成了有价值的数据网络,在以语义网为核心的网络架构中,网络资源的语义化结构、细粒度描述、数据关联等特性对数据加工及利用提出了新的挑战,信息组织的处理对象及外延发生着变化,信息组织工具不断丰富且功能趋于统一。本文依据信息组织的不同功能和处理流程可以将其细分为资源层、元数据记录层、词表层,分别对各个层次的特点、变化及其未来发展进行分析,认为从文本中准确提取出反映语义含义的特征项是当前信息组织的关键问题,元数据集、知识组织系统成为词表的主要构成,知识组织系统呈现出描述对象概念化、语义关系多样化、描述语言形式化、数据开放关联性四大特点。图3。参考文献23。     

Serials Management in Special Libraries: Present and Future Relationships Between Libraries and Vendors

Summary

The management issues facing those who deal with serials in special libraries may be common to all special libraries, unique to the particular discipline, or shared by all libraries struggling to deal with serials in the 1990s. A law librarian and a medical librarian described the history, nature, and use of serial literature in their respective subject areas, and discussed important customer issues facing their libraries, including the financial aspects. They were joined by a vendor's representative who summarized the similarities and differences in these library situations from a vendor's perspective, including the opportunities and limitations of the vendor/special library relationship.     

虚拟参考咨询中用户投诉处理机制探究

处理用户投诉是图书馆服务管理的重要内容,以参考咨询服务工作最为常见.为此,对用户投诉对象的内容、具体流程进行分析,提出若干注意事项及服务补救措施.     

Entrepreneurial opportunities with toolkits for user innovation and design

Abstract

This article discusses a promising entrepreneurial opportunity: toolkits for user innovation and design. This innovative method of new product development (NDP) shifts the design task to the customer by making use of recent developments in IT, media, and production technologies. The customer, in turn, gets a product that perfectly suits his/her needs. This new approach challenges the time‐consuming and costly traditional approach of screening the market for new product needs which are then converted into novel or adapted products.

Our analysis shows that there are basically two different ways to exploit this opportunity. First, by means of high‐end toolkits, radically new products can be gathered. Second, low‐end toolkits can be used efficiently to further exploit seemingly mature markets. We argue that in particular startups might be in the best position to take advantage of these entrepreneurial opportunities. They can either enter the arena of manufacturers or they can act as new intermediaries between manufacturers and users.     

元数据在网络信息资源组织中的应用研究

研究如何用元数据对网络信息资源进行标识和组织,重点探讨当前应用元数据进行网络信息资源组织的两个主要问题:不同元数据格式的转换和综合利用XML及RDF构建语义网。     

德国图书馆抱怨管理分析与启示

用户"零抱怨"是图书馆追求优质信息服务的共同目标。介绍德国图书馆抱怨管理的情况,绘制抱怨管理的流程图,详细说明德国图书馆如何开展按计划、分阶段、有组织的抱怨管理工作,阐述建立抱怨管理的组织结构;在总结德国图书馆抱怨管理模式的基础上,立足我国图书馆抱怨管理的现状,提出创建抱怨管理系统,稳步推广并加强抱怨管理的力度,设立核心部门,采取多种抱怨处理方式,注重内部抱怨管理,评估抱怨信息等建议,以便使德国在图书馆抱怨管理方面取得的经验可以穿越时空和国界,为我国还处于初级阶段的图书馆抱怨管理提供可资借鉴的参考。     

海量档案数字资源智能管理及挖掘分析方法研究

随着电子政务的发展,国内档案数字资源的建设已经取得了很大的进展,逐渐形成了海量的档案数字资源。传统的档案管理系统提供了档案数据的存储、管理等功能,但并不支持海量档案数据的挖掘分析,无法充分利用档案数据隐含的价值提升档案管理和公众服务水平。语义网技术的发展为档案数据的管理和利用,提供了新的应用研究方向。本文将针对档案数据的特点,深入分析语义网技术在档案数据挖掘分析中的作用,最后探讨将来档案管理系统可能的建设方向和存在的问题。将语义网技术引入数字档案馆建设,将为管理部门提供有效的高效管理工具,也将为公众提供更好的公共信息服务。     

知识组织系统中关系模式的应用比较

文章以医学数字信息资源知识组织为案例，对领域本体、目前常用的医学数字信息资源知识组织的工具《医学主题词表》和统一医学语言系统的语义网络进行对比研究，深入分析了三者的联系和区别，在此基础上讨论了知识组织体系中的关系模式在知识组织中的应用特点。信息资源知识组织有赖于领域本体的完善，而领域本体高质高效的构建和应用需充分发扬和整合主题词表和语义网络的成果，即利用叙词表已经规范了的专业概念和语义网络定义的语义类型。     

An exploratory study of the perceived benefits of electronic bulletin board use and their impact on other communication activities

Electronic bulletin boards have become popular with the advent of inexpensive computers, easily available channels, and large networks. With public message posting, millions with like interests can post, read, and provide immediate feedback. This study focused on adoption and social impact issues the characteristics bulletin board users possess and how board use affects other communication media. A random sample of bulletin board users was selected from two services, CompuServe and Prodigy, and interviewed on‐line. These groups were cross analyzed for the two areas of interest. A typology of uses was constructed through a content analysis for future analyses     

Latitude of attitude in ratings of dialect variations

Linguistic attitudes toward dialect patterns were examined through methodological refinements in the use of the semantic differential. Subjects rated their stereotypes and the actual language of children on modified semantic differential scales designed to elicit latitudes of acceptance, rejection, and noncommitment as well as best estimate position. Results validated the two factor model of confidence‐eagerness and ethnicity‐nonstandardness. Three specific research questions regarding the modified technique are discussed.     

VET

Abstract

Between October 2003 and July 2004, the Statewide Virtual Reference Project (a Washington State Library initiative funded by LSTA) developed the Virtual Evaluation Toolkit, or VET. The purpose of VET was to help libraries improve virtual reference services, with resulting increased awareness, usage, and customer satisfaction. VET includes three levels of evaluation tools with information on their implementation and examples of the use of results, along with a generic final report based on three test site evaluations (an academic, public, and special library). The complete manual is available on the Web in order to provide practical and meaningful tools and recommendations that encourage libraries to use them and also to report on their use.     

Library-Based GIS Labs

Abstract

Increased use of geographic information systems on college and university campuses has prompted libraries to ask the question: Where and how can libraries fulfill these digital needs? This paper describes the actions taken by the Syracuse University Library to implement GIS and geo-spatial data services to the University community. Discussion will focus on the planning, administration, public services, collection development, and management issues pertaining to a networked multi-Station GIS lab.     

Diverse techniques in international broadcasting

The question of “who is to supply programs” to television networks is one that affects viewers, advertisers, and licensees as well as networks and program producers and packagers. The revolutionary change that took place in the early 1950's, when the advertising agency was supplanted by the network as the primary source of programming, cured many then‐existing problems, but led to complaints that the networks could and did prevent “outside” creative program agencies from having an outlet for their productions. These complaints, added to those presented in Congress and elsewhere about the present quality of television programming, led to the proposal discussed in the following article. Often mislabeled, and still more often misunderstood, the FCC's proposal is intended to “preserve intact the present structure of television network broadcasting, but seeks within that structure to improve conditions of competition in the program process.”     

知识构建的基本原理研究（下）——知识构建的技术支撑

知识构建需要一定的技术支撑。在支撑技术中,语义Ｗｅｂ技术能为知识构建提供知识组织管理,网格技术能为知识构建奠定知识集成环境,基于这两种技术优势互补的语义网格可为知识构建提供知识空间优化的语义互联策略和智能整合策略。     

基于语义网的e-knowledge组织框架与内容研究

语义网可应用于e-knowledge组织,具有改进知识存储质量、增强知识检索能力、提高知识组织系统的集成性和用户满意度的优势。基于语义网的e-knowledge组织框架由接口层、逻辑层和资源层三部分构成,包含e-knowledge的语义描述、语义匹配、语义互操作和知识可视化等核心内容。     

The Value of Fiction as Management Training

ABSTRACT

Reading fiction can teach sophisticated management skills. The difference between paraliterary fiction that focuses on escaping reality and literary fiction that analyzes reality is important. All reading can help improve basic literacy including increased comprehension and reading speed. Intermediate skills provide the manager with specific lessons on how to manage. Advanced skills, obtained from reading literary fiction, include empathy, the ability to interpret and create sophisticated texts, and an increased possibility of recognizing the “truth” in any environment. Traditional business publications offer more direct training but often overlook the complexities that the experienced manager will encounter and overemphasize the possibilities for success.

Column Editor’s Note This JLA column will consider issues of education and training for management positions in libraries and other information organizations from the perspectives of both the provider and the recipient. The column will appear in odd-numbered issues of the journal and focus on management education/training at various stages of the individual's career including the effectiveness of these efforts, their content, and the specific challenges of teaching and learning within the field of librarianship. The column will address both theoretical and practical concerns. Prospective authors are invited to submit articles for this column to the editor at aa3805@wayne.edu.     

World Wide Web Page Design: A Structured Approach

SUMMARY

In conclusion, homepage construction based on structured programming concepts makes it simpler to build a functional homepage. It also assists in organization of the homepage and provides for easier maintenance and modification. Figure 3 contains an example of a simple home page which incorporates the principles outlined in this article. As more libraries create their own Web sites, use of structured organization can provide a framework for control over the many variables in this process.