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Volunteer-based organizations are dependent on volunteers to meet the goals of the organization. Identifying and training volunteers as leaders of the organization is one way to increase positive social change in their community. However, there is limited literature investigating the outcomes of providing leadership training to volunteers. This case study determined participants’ perceptions of a volunteer leadership training experience compared to observations of the actual leadership training. A focus group revealed three themes that were both supported and refuted by observations of the training: (a) the need for refreshers and follow-up trainings, a disconnect between understanding leadership concepts and applying them in the volunteer scenario, and the transfer of for-profit skills and experience to the non-profit setting.

Librarians and information professionals increasingly need to deal with copyright issues in their work, however evidence suggests that they can lack confidence and often refer queries to a dedicated copyright specialist. The purpose of this paper is to explore the professional experiences of copyright of a group of academic librarians in the UK, with a view to devising appropriate copyright education strategies.

The research was conducted using phenomenography, which is a qualitative approach from education. Data were collected though group interviews to explore the variation of experience. Four categories of description were devised which are placed in an outcome space.

There were four qualitatively distinct ways that librarians experience copyright in their professional lives, including viewing it as a problem, as complicated, as a known entity and as an opportunity. The variations in experience relate to a variety of factors such as the librarians’ role, ideology, level of experience, context and with whom they might be dealing.

This is the first study of this nature, building on quantitative findings from a multinational survey. It concludes that librarians need to be taught about copyright in a way that acknowledges and addresses the challenges so that they can view it as empowering and as part of wider information literacy initiatives.

Non-profit and volunteer-based organizations are tasked with meeting the needs of their communities with limited resources. Today, more than ever, these organizations are stretched to their limits increasing the workload for paid staff. Training volunteers to lead the volunteer efforts is one way to spread the workload throughout the organization. Although there are guidelines for leadership development in for-profit organizations, there is limited literature pertaining to specific competencies and skills volunteer leaders in non- profit and volunteer-based organizations should possess. This study, employing Delphi methodology, was conducted with volunteer directors in the community to identify leadership competencies for volunteer leaders. At the conclusion of three rounds of iteration, 42 competencies were identified.

The purpose of this paper is to present findings from a multinational survey on copyright literacy of specialists from libraries and other cultural institutions.

This paper is based on a multinational survey of copyright literacy competencies of Library and Information Science (LIS) professionals and those who work in the cultural heritage sector (archives and museums), conducted in 13 countries, namely Bulgaria (BG), Croatia (CR), Finland (FI), France (FR), Hungary (HU), Lithuania (LT), Mexico (MX), Norway (NO), Portugal (PT), Romania (RO), Turkey (TR), UK and USA in the period July 2013-March 2015. An online survey instrument was developed in order to collect data from professionals regarding their familiarity with, knowledge and awareness of, and opinions on copyright-related issues.

Findings of this study highlight gaps in existing knowledge of copyright, and information about the level of copyright literacy of LIS and cultural sector professionals. Also attitudes toward copyright learning content in academic education and continuing professional development training programs are investigated.

This study aimed to address a gap in the literature by encompassing specialists from the cultural institutions in an international comparative context. The paper offers guidance for further understanding of copyright in a wider framework of digital and information literacy; and for the implementation of copyright policy, and the establishment of copyright advisor positions in cultural institutions. The recommendations support a revision of academic and continuing education programs learning curriculum and methods.

Purpose: To describe the importance of exemplary literacy teacher preparation today, the changing landscape of teacher preparation accreditation and the recently revised and launched International Literacy Association (ILA) National Recognition programs.

Design: In this chapter, the authors examine the current context of literacy teacher preparation in the United States, including the changing landscape of national accreditation, national recognition, and certification requirements. Next, the authors provide a brief overview of the ILA Standards for the Preparation of Literacy Professionals 2017 (Standards 2017) (International Literacy Association (ILA), 2018) and consider how Standards 2017 may inform literacy teacher preparation programs, state standards, and certification. Then, the authors discuss how the role of reading/literacy specialist in Standards 2017 is being applied in the ILA National Recognition program. To close the chapter, the authors share guiding questions and two case studies from exemplary literacy preparation programs – West Virginia University and the University of Texas at San Antonio – in an effort to provide practical examples of program innovation and improvement in these challenging times in literacy teacher preparation.

Findings: The authors discuss the current context of teacher preparation today, the ILA Standards 2017 with specific attention to the reading/literacy specialist role and standards.

Practical Implications: ILA National Recognition program involve reflection, self-study, on-site visits by peers to support and inspire ongoing literacy teacher preparation program quality and improvement.

Employing ethnographic methods online offers additional understanding of how online contexts are connected to education (Rusk, 2019; Ståhl & Kaihovirta, 2019; Ståhl & Rusk, 2020). As society evolves, new challenges arise for ethnography to claim its position as a methodology for understanding human sociality. For example, the definition of fieldwork might become blurred when the researcher has constant access to the field from their computer, and accessing a participant's perspective is made more complex when there is no, or limited, face-to-face interaction with participants (Beaulieu, 2004; Shumar & Madison, 2013). This chapter discusses some of the challenges experienced during the process of employing ethnographic methods with students playing the online multiplayer video game Counter Strike: Global Offensive (CS:GO, Valve Corporation & Hidden Path Entertainment, 2012) within an educational context. The challenges included maintaining participant integrity in terms of gaining informed consent from players that became co-observed, defining privacy online during the analysis and in dissemination and portraying participants accurately despite stakeholder interests. These challenges are discussed in relation to maintaining research ethics in situ together with participants and with the research context in mind. The intention is not to portray our approach as best practice, but rather to highlight and discuss the challenges faced.

Purpose: The purpose of this chapter is to critically evaluate the implementation of technologies from the perspective of guest services, innovation and visitor experiences. The paper focuses on the value of robots, service automation and artificial intelligence in hospitality and examines their influence on service quality

Design/methodology/approach: The chapter is a critical and conceptual overview of the emergence and implementation of robots, service automation and artificial intelligence in the hospitality with an emphasis on service, service quality and guest experience. A comprehensive overview of the academic literature of customer service and guest experience is combined with industry examples from various service operations in hospitality in order to examine the implementation of RAISA in the hospitality industry from a range of academic and practical viewpoints.

Findings: The chapter argues that despite the global acceptance of technologies in service industries in general and hospitality in particular, it remains difficult to find the right balance between digital and human interactions. In the context of service quality, the implementation of robots and service automation is increasingly important for gaining a competitive advantage, but the provision of more personalized guest experiences remains controversial.

Originality/value: The study provides a comprehensive and systematic review of RAISA in a hospitality context and examine their impacts on service quality. The chapter is a critical examination of the potential of RAISA to transform the service experience and raises some fundamental questions regarding the need for RAISA, its practical implications and impact over the understanding and measurement of service quality.

The purpose of this study is to investigate benefits tourist seek when visiting a nature-based tourism destination to develop a benefit segmentation framework.

The study used quantitative research methods, with 400 self-administered survey administered to a sample of 400 tourists visiting the Kruger, Panorama, and Lowveld areas in Mpumalanga.

Cluster analysis produced two benefit segments. Binary logistic regression benefits that emerged from the cluster analysis were statistically significant predictors of the attractions tourists visited and the activities in which they participated during their stays in Mpumalanga. Factor-cluster analysis and binary logistic regression results were used to develop a benefit segmentation framework as a marketing planning tool.

The study was only based on Mpumalanga Province and therefore, the results cannot be generalised. The study was conducted over one season, the Easter period

The proposed benefit segmentation framework provides a tool that destination management organisations can use to plan effectively for marketing.

Effective marketing may lead to increased tourism growth which can have a multiplier effect on the destination.

This article is based on a master’s study conducted in Mpumalanga and results are presented on this paper.

The purpose of this chapter is to propose a new direction in ethnographic research in education through the emergence of critical presence ethnography (CPE). Through a review of the evolution of the field of ethnography as well as the positionality of the self as ethnographer, this chapter illuminates the ways in which critical ethnographic commitments and critical reflexivity can support a critical presence perspective that captures the ways in which the researcher impacts the internal epistemology and ontology of the research environment. This chapter is a conceptual chapter and does not include a specific research design, methods, or approaches. As a conceptual piece, there are no clear-cut findings, however a review of the extant literature concerning the field of ethnography is presented as well as the roles, opportunities, and tensions that ethnographers experience in the field. Based on the authors’ ethnographic work in the field, they employ a CPE to capture the ripples of self in the research context.

The limitations of this work are that it is only presented in its conceptual form and has not been implemented nor tested in the field. As such, the implications of this work are that it be further developed and operationalized in the field of ethnography. Upon implementation and in depth testing, CPE may have the potential to positively impact the way in which education ethnographers manage researcher identity, conceptions of the self, and researcher bias within a given context. This chapter builds upon a strong body of literature concerning ethnography and critical ethnography in education. Using these processes of ethnography and the ways in which the positionality of the ethnographic researcher have been conceptualized and operationalized in the extant ethnographic literature, our work seeks to provide a way in which the ethnographer can measure his or her impact on the given context. Although infant in our conceptualization, we aspire to contribute to the conversation about ethnography, researcher positionality, and context.