Julie Hunter, Samantha Kannegiser, Jessica Kiebler and Dina Meky
Reflecting on the new ACRL Framework, a deficiency was observed in literature on the assessment of information literacy instruction in chat reference. An evaluation of recent chat…
Abstract
Purpose
Reflecting on the new ACRL Framework, a deficiency was observed in literature on the assessment of information literacy instruction in chat reference. An evaluation of recent chat transactions was undertaken and the purpose of the study was twofold. The purpose of this study is to discover if and how librarians were teaching information literacy skills in chat reference transactions and identify best practices to develop training and resources.
Design/methodology/approach
To start, a literature review was performed to identify current industry standards. A rubric, influenced by the ACRL Framework, was developed to evaluate chat transactions from one semester. Results from the assessment were compiled and interpreted to determine current practices.
Findings
This study identified the necessity of balancing customer service and instruction to manage student expectations and encourage successful chats. Best practices and strategies that librarians can use to provide a well-rounded service were culled for the development of training and resources.
Originality/value
Reference assumes a large portion of the services that academic librarians provide to students. As technology advances, librarians are relying on virtual platforms, including chat reference, as convenient and useful tools to provide reference services to the academic community. While face-to-face reference encourages information literacy instruction, it is challenging to perform the same instruction in a virtual setting where expectations are based on retail models. With the growing use of virtual services, evaluating the success of chat reference based on industry standards is imperative.
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Paula R. Dempsey, Glenda M. Insua, Annie R. Armstrong, Holly Joy Hudson, Kristyn Caragher and Mariah McGregor
This analysis of chat reference transcripts assesses differences in how librarians and graduate assistants (GAs) incorporate teaching strategies in responding to chat reference…
Abstract
Purpose
This analysis of chat reference transcripts assesses differences in how librarians and graduate assistants (GAs) incorporate teaching strategies in responding to chat reference inquiries in social sciences, health sciences, humanities, STEM and business/economics at a large, public R1 university in the United States.
Design/methodology/approach
Researchers with disciplinary assignments in five different subject domains conducted qualitative analysis of a purposive sample of 982 transcripts of chat interactions during four semesters in 2021 and 2022.
Findings
Some form of information literacy instruction (ILI) occurred in 58% of the transcripts, with slightly less teaching occurring in social sciences inquiries than in other subject areas. Of transcripts that included teaching strategies, search procedures predominated, followed by a mix of concepts and procedures, and the least with concepts only. Chat providers taught concepts specific to social sciences, health sciences and humanities, but not to STEM or business.
Research limitations/implications
The study compares transcripts at one institution; findings may be most applicable to large, research institutions that seek to incorporate ILI in online reference services.
Practical implications
Chat reference training should include best practices for ILI relevant to specific subject domains for providers without background in those disciplines and recommendations for referrals to subject specialists.
Originality/value
Existing ILI literature does not address the question of how chat providers teach concepts rooted in a specific subject domain or offer a comparison of teaching strategies employed in different disciplines, by librarians versus GAs or staff.
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Kara Lee Daly, Gemma Pike, Victoria Clarke and Vanessa Beck
This qualitative study aims to explore general perceptions of a woman experiencing negative menopausal symptoms in the workplace. It examines the socio-cultural understandings…
Abstract
Purpose
This qualitative study aims to explore general perceptions of a woman experiencing negative menopausal symptoms in the workplace. It examines the socio-cultural understandings informing the responses of a mixed participant group, including those unlikely to have experienced menopause, to a hypothetical scenario involving a woman disclosing negative menopausal symptoms in the workplace – to either a female or male manager.
Design/methodology/approach
Using an innovative hybrid vignette-story completion (SC) technique, data were generated from 48 employees of a single UK-based organisation. Participants were presented with a vignette featuring a protagonist (Julie) experiencing negative menopausal symptoms, asked questions about their imaginings of Julie and how she might be perceived by others in the workplace, then presented with a story stem and asked to continue the story in the third person. The stem depicted Julie preparing to tell her manager about her symptoms and featured either a male or female manager, with one variation randomly presented to each participant. Responses were analysed using reflexive thematic analysis.
Findings
This study reports four themes: (1) the burden of menopause; (2) managing menopause at work; (3) menopause as not belonging in the workplace; and (4) menopause as unlocking new life potential? Limitations and directions for future research are discussed.
Originality/value
Using the innovative hybrid vignette-SC technique, this study contributes to the current discourse on menopause in the workplace by providing insight into how menopausal employees experiencing negative symptoms are perceived by others and the social understandings that shape these perceptions.
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Rachel Perkins, Julie Atkins, Nicole Hunter, Poppy Repper, Peter David Robertson, Phoebe Thornton and Sue Thornton
The purpose of this paper is to describe the development of Real Lives: a community interest company that provides peer support for people who face significant mental health…
Abstract
Purpose
The purpose of this paper is to describe the development of Real Lives: a community interest company that provides peer support for people who face significant mental health challenges using personal budgets.
Design/methodology/approach
The paper offers a descriptive summary of the vision behind Real Lives and the successful realisation of this vision in practice based on interviews by the first author with the directors, Operational Manager, Cafe Manager and “Peers and Allies for in Living” who provide support to clients.
Findings
The successful development of Real Lives shows that it is possible to utilise peer support and personal budgets to a create small, values based, financially viable organisation outside the statutory sector that is part of its community and can provide outside the statutory sector. A service for people facing significant mental health challenges that is personalised, recovery-focused and puts the client in control and is focused on helping them to do the things they want to do and pursue their aspirations.
Originality/value
Real Lives is an innovative recovery-focused service that is part of its community and offers a model for utilising Self-Directed Support and personal budgets and that might be replicated by others.
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This article arises from the authors’ experience of undertaking research on behalf of the Scottish Executive, following the deliberations of a national working group focusing on…
Abstract
This article arises from the authors’ experience of undertaking research on behalf of the Scottish Executive, following the deliberations of a national working group focusing on employment (Scottish Executive, 2003) set up to progress the recommendations of the Same as You? review (Scottish Executive, 2000), Scotland's equivalent of Valuing People (DoH, 2001). The detailed findings of the research study and its methodology can be found elsewhere(Ridley et al, 2005); only a brief summary is given here. The main purpose of this article is to contribute to a debate about the achievements and under‐achievements of supported employment in the contemporary Scottish context. The research findings are used to discuss where we are now, some of the main problems, and how policy and practice need to move forward and develop. We suggest that the time is ripe to initiate strategic change in policy and professional practice. Supported employment must be firmly embedded in the wider employment landscape and the practice agenda of professionals, in order to ensure that real, paid jobs in integrated settings become a routine option for people with learning disabilities who express these aspirations.
Jennifer White, Julie Byles and Tom Walley
Telehealth consultations are likely to continue while living with COVID-19 and the risk of other pandemics. Greater understanding of patient perceptions is important in order to…
Abstract
Purpose
Telehealth consultations are likely to continue while living with COVID-19 and the risk of other pandemics. Greater understanding of patient perceptions is important in order to inform future integrated care models involving telehealth.
Design/methodology/approach
An interpretative qualitative study. Fifteen, in-depth qualitative interviews were conducted with diverse range of community dwelling patients who attended outpatient clinics at The John Hunter Hospital, Newcastle. Data were analysed using an inductive thematic approach.
Findings
Key themes were identified: (1) telehealth is valuable in a pandemic; (2) telehealth accessibility can be challenging; (3) there are variations in care experiences, especially when visual feedback is lacking; (4) telehealth for acute and complex care needs may lead to gaps and (5) considerations towards the future of telehealth, beyond a pandemic.
Research limitations/implications
There is a shortfall in evidence of the patient experience of integrated care within a telehealth framework. The results provided practical insights into how telehealth services can play a greater role in integrated care.
Practical implications
Apart from the need for affordable access to high-speed data for basic Internet access, the author posit the need for patient and clinician training towards promoting communication that is underpinned by choice, trust and shared decision-making.
Originality/value
Telehealth is important towards keeping patients safe during COVID-19. Key findings extend knowledge of the practical implications need to promote integrated telehealth systems. While there is a benefit in extending telehealth to more preventative activities, there is also a need for greater service coordination and sharing of information between treating clinicians. Overall the results highlight telehealth consultations to be an effective means of treating well-known conditions and for follow-up rather than for acute conditions.
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Jiju Antony, Shirin Charlotte Forthun, Yaifa Trakulsunti, Thomas Farrington, Julie McFarlane, Attracta Brennan and Mary Dempsey
Medication errors are a significant cause of injury in Norwegian hospitals. The purpose of this study is to explore how Lean Six Sigma (LSS) has been used in the Norwegian public…
Abstract
Purpose
Medication errors are a significant cause of injury in Norwegian hospitals. The purpose of this study is to explore how Lean Six Sigma (LSS) has been used in the Norwegian public health-care context to reduce medication errors.
Design/methodology/approach
A mixed method approach was used to gather data from participants working in the four regions served by the Norway health authorities. A survey questionnaire was distributed to 38 health-care practitioners and semi-structured interviews were conducted with 12 health-care practitioners.
Findings
The study finds that the implementation of LSS in the Norwegian public health-care context is still in its infancy. This is amidst several challenges faced by Norwegian hospitals such as the lack of top-management support, lack of LSS training and coaching and a lack of awareness around the benefits of LSS in health care.
Research limitations/implications
Because of the large geographical area, it was difficult to reach participants from all health regions in Norway. However, the study managed to assess the current status of LSS implementation through the participants’ perspectives. This is a fruitful area for future research whereby an action research methodology could be used.
Originality/value
To the best of the authors’ knowledge, this is the first empirical study into the use of LSS methodology in reducing medication errors. In addition, this study is valuable for health-care practitioners and professionals as a guideline to achieve the optimal benefit of LSS implementation to reduce medication errors.