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Using the backdrop of an (apparently) extended visit to the West Indies, analogies with key concerns of internal audit are drawn. An unusual and refreshing way of exploring the main themes ‐ a discussion between Bill and Jack on tour in the islands ‐ forms the debate. Explores the concepts of control, necessary procedures, fraud and corruption, supporting systems, creativity and chaos, and building a corporate control facility.

Using the backdrop of an (apparently) extended visit to the West Indies, analogies with key concerns of internal audit are drawn. An unusual and refreshing way of exploring the main themes ‐ a discussion between Bill and Jack on tour in the islands ‐ forms the debate. Explores the concepts of control, necessary procedures, fraud and corruption, supporting systems, creativity and chaos, and building a corporate control facility.

The analysis of ancient buildings presents professionals with important challenges, so it is necessary to have a rational methodology of analysis of these constructions. From the point of view of the technology of structures it is imperative to know the mechanical characteristics of the structural elements involved, as well as the existing stress levels. Currently the tendency is to obtain such knowledge in a non‐destructive way, producing minimal damage. The purpose of this paper is to provide a vision of some of the minor‐destructive techniques (MDT) applied to the diagnosis of historical rubble stone masonry structures.

The paper focuses attention on the employment of techniques based on mechanical stress aspects: flat jack, hole‐drilling and dilatometer, conducted on rubble stone masonry structures. Several computational models were made of parts of the building. These models were used to obtain experimental data (modulus of elasticity and Poisson's ratio). The accuracy of the models was contrasted through the comparison with compression stress levels obtained experimentally.

The paper provides a brief description of these MDT, and exposes the flat jack tests results obtained on several historical masonry walls in the Major Seminary of Comillas (Spain): Compression stress levels, modulus of elasticity and Poisson's ratio of several masonries of this building.

These techniques improve the computational models of constructions, because they can obtain a better knowledge of their mechanical properties, from experimental ways, and the calibration of models through experimental data.

This paper describes one of the first applications of these techniques in Spain.

At the April meeting Mr Jack Bird, M.A., F.L.A., Education Officer of Aslib, will speak on ‘Taking stock—a fresh look at education for special librarians in an age of expansion’. The Chair will be taken by Mr L. G. Patrick, F.L.A., Librarian, Aluminium Laboratories Ltd. The meeting will be held on Wednes‐day 22nd April at 3 Belgrave Square at 5.30 p.m. Tea will be served at 5 o'clock.

Although wikis are common in higher education, little is known about the wiki user experience in these contexts and how system characteristics impact such experiences. The purpose of this paper is to explore experimentally the hypothesis that changing the anonymity of identity when editing wikis will impact significantly on user editing anxiety and that this may be dependent on the type of edit being conducted.

This hypothesis was explored using a controlled experiment study whereby users were given excerpts to include in their own words on a wiki site used for a psychology course. Users edited the wiki anonymously, using a pseudonym relevant to the context (a matriculation number) and using a full named identity. Users were also either asked to add content to the wiki or to delete and replace content on the wiki site.

The paper found that users experienced significantly less anxiety when editing anonymously compared to when editing with a pseudonym or full name and that the type of edit being conducted did not impact the anxiety felt.

The research highlights that the effects of anonymity discussed are also in operation in a wiki context, a more fundamentally anonymous context compared to blogs, bulletin boards or general computer-mediated communication tools.

Factors considered important for predicing attrition were extracted from the research done on university dropouts for the past twenty‐five years and integrated into a conceptual model. Stepwise discriminant analysis coupled with logit regression analysis of freshman data from Brandon University yielded six variables: student status, residence, financial sources, distance of hometown from the university, goal fulfilment, and satisfaction with overall university atmosphere, which were useful in prediction. Several recommendations are made for minimizing the withdrawal phenomenon.

The purpose of this research is to show that the management of social relations involves specific forms of intellectual labour. An Australian study explores this through life‐history interviews.

Career‐ and life‐history interviews were conducted with 16 intellectual workers whose professions involve the management of social relations. Both individual case studies and group analysis were conducted.

In some situations this labour is carried out by a collective intellectual increasingly integrated with information technology. Several modes of the organization of knowledge can be specified. Extensive links with global society are found, yet few respondents make global society itself part of their object of knowledge. Participants perform classic functions of assembling and reticulating knowledge, and some have high levels of training, yet tend to refuse an “intellectual” identity.

Local practice tilts away from ivory‐tower models of social knowledge and towards supportive engagement in global market society. Social management is thus partly integrated with neoliberalism; yet among the partly residualized groups of intellectual workers some indications of opposition remain. Knowledge itself therefore seems to be a focus of tension.

Previous research has focused on how trustworthiness can be evoked by the physical design of on‐screen characters (OSCs) within the e‐commerce interface. The purpose of this study is to investigate whether or not the OSCs representation, along with user differences, influence, how likeable, appropriate and trustworthy they are.

A web site was created for a simulated online bookseller and 183 people from various countries participated in the experiments. OSC representations were tested under four conditions in the main experiment: facial appearance (human‐like vs cartoon‐like) and gender (male vs female).

The results suggest that the human‐like characters are more likeable, appropriate and trustworthy in general terms. However, when perceived capabilities of OSCs are measured, a mismatch can occur between expectations and capabilities of the human‐like OSCs. In fact, cartoon‐like OSCs, especially female, had more positive effects on the web site interface.

This study was limited to simulations of on‐screen scenarios. Future work, with access to the huge database required, could investigate the effects of truly interactive OSCs. Larger national sub‐samples would permit generalisations about cross‐cultural differences.

For e‐tailers and web designers, this study suggests critical design variables and response‐moderating variables that mediate the effects of OSCs in e‐retailing. It helps to understand customers' interaction needs in establishing and maintaining para‐social relationships, potentially increasing purchase intentions and persuasion.

The efficacy of different representations of OSCs to retail situations has been little investigated previously; this study measured how likeable, appropriate and trustworthy different OSC design formats are to different customer types.

The purpose of this paper is to deliver empirical results on the effects of (out‐of‐band) short message service (SMS) confirmation messages after transactions have been completed in an automated interactive voice response (IVR) telephone banking service. The research seeks to discover if SMS confirmations have a positive effect on customer relationship to furnish evidence for a proposed business case for a multi‐channel banking service. The paper aims to offer results on customer attitude on the role of SMS with IVR as a multi‐channel customer relationship management (CRM) strategy in digital banking.

The methodology is an empirical study based on a controlled laboratory experiment using bank customers as participants. Questionnaires and user observation techniques were employed to collect quantitative and qualitative data, which were analysed using repeated measures ANOVAs.

Transaction confirmation is shown to be important to customers – whether by an SMS message or within the IVR telephone call itself. Customers judged the role of SMS for CRM as highly desirable after monetary transactions; they prefer the version of the IVR banking service that provides (out‐of‐band) SMS confirmation compared to one that does not – and they judged it significantly higher for quality. However, there were no significant differences detected between customer attitude scores for usability of IVR calls involving funds transfers with, or without, an SMS confirmation. As a consequence, the business case was only developed as far as inclusion of transaction confirmation within the IVR call itself, and not extended to use of SMS.

Implications from the results are offered as management insights for the financial services sector in seeking integrated mobile CRM strategies, or “next call avoidance” strategies.

The paper reports findings from a controlled experiment with 116 participants that was based on extension of an existing IVR telephone banking service with which they were all familiar as users.

The vast bulk of the discourse surrounding reproduction is centered on women. Yet, the rate of childlessness in the United Kingdom (and much of the world) is higher among men. Recently, there has been an increased focus on fatherhood and fathering in academia, policy, practice, and the general media. However, data on men who do not become fathers has been excluded and their experiences minimized and dismissed. Infertility research has shown that failure to achieve the high social status of parenthood has the similar effects on mental and physical health as a diagnosis of life-threatening illness. In this chapter, I will draw on two qualitative research studies to show how not achieving the pronatalist ideal of parenthood impacts on men’s identity, sense of self, behaviors, health and well-being and social networks across the life course. The workplace is an arena where people who do not fit socio-cultural norms and expectations are overtly and/or covertly stigmatized and discriminated against through policy, working practices and everyday interaction between groups and individuals. I will argue that failing to acknowledge men’s experience of non-reproduction has a significant impact on both individuals and institutions alike.