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A mouse hiding in the reference desk at Penn State's library nearly four years ago would have had an earful: “I can't STAND having those patrons crowded all over the reference desk!” “What do you mean, ‘re‐boot’? What the heck is that?” “I don't know how to change paper and ink jets—that's not our job!” While these quotes are approximations, the irritation library staff felt with what they saw as the invasion of unfamiliar technology was very real—and is still remembered.

Examines the hypothesis that the UK population has not yet fully developed a telemarketing culture and that there is, therefore, a particular need for telemarketers to understand how rapport might be developed on the telephone. Relevant literature from the fields of social psychology, applied psychology and marketing are reviewed and a programme of research was carried out, comprising an Omnibus to measure the extent of telemarketing experience in the UK population and a study among organisations with in‐house telemarketing facilities to explore the types of practices that might foster rapport. It concludes that a telemarketing culture still has some way to develop and that, while many organisations used a number of seemingly relevant techniques, in particular NLP mirroring and matching, there are a number of issues still to be resolved regarding measurement of rapport as well as the theory and “measuring instruments” associated with NLP. Other factors affecting the development of rapport in a telemarketing environment are also considered

Loretta Bass, Assistant Professor of Sociology at the University of Oklahoma, earned her Ph.D. in Sociology from the University of Connecticut in 1998. Dr. Bass focuses her research on children and stratification issues in West Africa and the U.S. For her dissertation, Working for Peanuts: Children’s Work in Open-Air Markets in Senegal, she collected and examined both qualitative and quantitative data of child workers and their families. Dr. Bass lived in Senegal from 1994 to 1996, and completed follow-up research in Senegal during the summer of 2000. Her chapter in this collection draws on this research. Her research has appeared in the Population Research and Policy Review, Political Behavior, Anthropology of Work Review, and the International Journal of Sociology and Social Policy.Marilou C. Legazpi Blair is the Assistant Director of Institutional Research at Erie Community College. She received her Ph.D. from Penn State, and has performed a substantial amount of research on issues of child development. Aside from her interests in adolescent status attainment, she has also studied the impact of immigration on both adults and children in the United States. She is currently involved in an examination of adults who return to school for the continuation of uncompleted degree work.Sampson Lee Blair is an Associate Professor at The State University of New York at Buffalo. As a family sociologist, most of his research to date has focused on family relationships, and particularly those between parents and children. More recently, he has been involved in studies of justice issues within the familial context. He recently completed his term as editor of Sociological Inquiry, and is scheduled to be a co-editor of Social Justice Research next year.Sally Bould is Professor of Sociology at the University of Delaware with a joint appointment in the department of Individual and Family Studies. She has published numerous articles in the area of the family, family policy and poverty policy. Another article on this research concerning families and neighborhoods will appear in the 2003 Journal of Family Issues. She is the author of the book, Eighty-five Plus, which examines issues of state and family responsibilities for the oldest old and several articles on the oldest old population in the United States, including disability, caregiving and living arrangements. Currently she is a member of the board of The Carework Network.Tiffani Chin recently finished her Ph.D. in Sociology at UCLA. Her dissertation examined how children’s peer cultures intersect with the schools’ social, academic, and evaluative objectives to influence children’s educational experiences. She is currently a Post-Doctoral Scholar with the Middle School Transition Study, studying oppositional culture and students’ transition from elementary school to middle school. Chin is the author of “‘Sixth Grade Madness’: Parental emotion work in the private high school application process” (Journal of Contemporary Ethnography, April 2000) and a co-author of Tutoring Matters: Everything you ever wanted to know about how to tutor (Temple 1999).Amitai Etzioni is the first University Professor of The George Washington University. He served as president of the American Sociological Association from 1994 to 1995, was Senior Advisor to the White House from 1979 to 1980, and was guest scholar at the Brookings Institution in 1978–1979. From 1958 to 1978, he served as Professor of Sociology at Columbia University. He is the editor of The Responsive Community: Rights and Responsibilities, a Communitarian quarterly. He is the author of twenty-one books, including The Monochrome Society (Princeton: Princeton University Press, 2001), Next: The Road to the Good Society (New York: Basic Books, 2001), The Limits of Privacy (New York: Basic Books, 1999), and The New Golden Rule: Community and Morality in a Democratic Society (New York: Basic Books, 1996), which received the Simon Wiesenthal Center’s 1997 Tolerance Book Award.David A. Kinney received his Ph.D. in Sociology from Indiana University-Bloomington and did post-doctoral work at the University of Chicago. He is currently Associate Professor of Sociology at Central Michigan University and a faculty affiliate at the Center for the Ethnography of Everyday Life at the University of Michigan. His publications have appeared in Sociology of Education, Youth and Society, Personal Relationships During Adolescence (Sage), and New Directions for Child and Adolescent Development (Jossey-Bass). He is currently conducting ethnographic research with children and their parents in a study of how families manage work, home life, and children’s activity involvement in a fast-paced society.Jennie Jacobs Kronenfeld is a Professor in the Department of Sociology, Arizona State University. She holds a doctorate (1976) and a master’s (1973) in sociology from Brown University and a B.A. (1971) in sociology and history from the University of North Carolina. She has published over ninety articles and book chapters in medical sociology, public health, medicine, and health services research. She has authored or co-authored fifteen books, on topics such as the social and economic impact of coronary artery bypass surgery, the federal role in health policy, public versus private models of service delivery in several different human services areas, controversial issues in health care policy and schools and child health services. Her current research interests include health policy issues, especially access to health care and child health care issues, and research on preventive aspects of health care.Yun-Suk Lee is a Ph.D. candidate in the Department of Sociology at the University of Chicago. He is completing his doctoral dissertation on the role of familial relationship in the effect of performance of household tasks on subjective outcomes for children and married people. His research includes comparing several measures of time spent on housework, and studying about changes in working time. In the fall of 2002, he became a Postdoctoral Research Associate with the Cornell Employment and Family Careers Institute.Anna B. V. Madamba is a Research Associate at TIAA-CREF in New York City. With a doctorate in demography, most of her research interests are in the field of educational attainment and performance. Her current research involves the examination of the academic performance of children of single mothers.Kimberly A. Mahaffy is Assistant Professor of Sociology. Her research interests are gender, transitions to adulthood, and adolescent sexual risk taking. She recently edited a special issue for the Journal of Mundane Behavior entitled Mundane Sex. She teaches statistics, research methods, social psychology, social problems, and a senior seminar in gender and adolescence at Millersville University of Pennsylvania.Sarah H. Matthews is Professor of Sociology at Cleveland State University. Her current research focuses on the everyday lives of children whose mothers are in a drug treatment program. Her earlier research in the sociology of aging has appeared in gerontology and family journals. Her research on relationships among members of older families is reported in a forthcoming book, Sisters and Brothers/Daughters and Sons: Meeting the Needs of Old Parents.Kathleen M. Mathieson is currently a doctoral student in the Department of Sociology, Arizona State University. She holds a master’s degree in Sociology from ASU. Her research interests focus on medical sociology, including concerns of aging, child health and mental health as impacted by work and family conflicts. She has published on the maintenance of functional independence for the elderly, and has presented papers on this topic as well as on child health and child health policy issues.Meredith Phillips is Assistant Professor of Policy Studies and Sociology at UCLA. Phillips’s research focuses on the relationship between social inequality and academic success. Her current projects include a mixed-method study of the academic achievement of college students at a highly-selective university, an ethnographic study of the development of oppositional culture during students’ transition from elementary to middle school, and a statistical study of the distribution of school quality nationally. Phillips is the co-editor of The Black-White Test Score Gap (Brookings, 1998).Katherine Brown Rosier is currently Assistant Professor of Sociology at Central Michigan University. Her recent book, Mothering Inner-city Children. The Early School Years, was published in 2000 by Rutgers University Press. Other publications have appeared in The Journal of Contemporary Ethnography, Human Development, The Journal of Comparative Family Studies, and several other journals and edited volumes. While continuing to write on experiences of low-income African American children and families, she is also conducting research and writing a book with colleague Scott L. Feld on Louisiana’s Covenant Marriage.Barbara Schneider is Professor of Sociology at the University of Chicago and the Co-Director of the Alfred P. Sloan Center on Parents, Children, and Work. Author of several books, articles and monographs, Dr. Schneider is concerned with encouraging the cognitive and social development of America’s children by reshaping the responsibilities of families, schools, and society. Most recently Dr. Schneider has completed two books, The Ambitious Generation: America’s Teenagers, Motivated but Directionless, and Becoming Adult: How Teenagers Prepare for the World of Work. In both works she discusses how adolescents develop attitudes, skills and expectations about their adult careers.Kimberly A. Scott, Ed.D. is Assistant Professor in Hofstra University’s Foundations, Leadership, and Policy Studies department. She specializes in sociology of education, sociology of childhood, and qualitative research methods. Her research interests include examinations of race, class, and gender influences on the social and academic self-development of elementary school students. She has publications in Equity and Excellence, Journal of Negro Education, and Childhood: A Global Journal of Childhood Research. Currently, she is co-authoring a Rowmann and Littlefield book with Sarane Book entitled, Sociology of Children and Childhood.Linda J. Waite, Ph.D. is the Lucy Flower Professor of Sociology and Co-Director of the Alfred P. Sloan Center on Parents, Children and Work at the University of Chicago, where she also directs the Center on Aging. She is past Chair of the Family Section of the American Sociological Association and Past President of the Population Association of America. Her current research interests include the working family, especially dual-career couples with children and the impact of job characteristics on parenting. She is also interested in the role of the family at older ages in functioning of individuals, intergenerational transfers and exchanges, and employment. She has published widely on the family, including an award-winning book with Frances Goldscheider, New Families, No Families: The Transformation of the American Home. Her most recent book, The Case for Marriage: Why Married People are Happier, Healthier, and Better Off Financially, with Maggie Gallagher, won the 2000 book award from the Coalition for Marriage, Family, and Couples Education.

The growing concern around sustainability highlights the need to change individual consumption behaviour. Using evolutionary theory, the purpose of this paper is to present a framework that demonstrates the process by which a consumer’s ultimate motives (thoughts, emotions, and perceptions that come from the evolutionary motives) impact sustainability campaign message persuasiveness (SCMP).

The framework was tested using partial least squares analysis with data from an online survey of 237 consumers.

Ultimate motives influence the SCMP through a mediating relationship, via a consumer’s sustainable consumption attitude and behaviour. The perceived sense of urgency around sustainability issues and the consumer’s connection to nature were also identified as key moderators that impact relationships between ultimate motives and consumers’ sustainability attitudes and behaviours.

Future research could explore the impact of other factors, such as values, social norms, culture and governmental regulations, on individuals’ reactions to sustainability marketing.

The findings indicate the importance for managers to grasp the multifaceted nature of ultimate motives. By heightening particular ultimate motives, marketers can steer individuals towards sustainable attitudes and behaviours, consequently increasing the probability of favourable reactions to sustainable consumption messages.

This study addressed the two main limitations of research into SCMP by providing a theoretical grounding and focusing on the drivers of consumer behaviour, instead of campaign messaging aspects (e.g. framing). The empirical analysis, including identifying interactions between ultimate motives, supports the use of evolutionary theory to explain SCMP.

Introduction The hospitality field, which incorporates both the restaurant/food services industries and the lodging industry, is one of the most important industries in the United States. The restaurant industry alone is the third largest industry in the nation. Those employed in food services, such as waitresses, cooks, and bartenders, represent the largest group — or one‐third — of all service workers in the country. The hotel industry employs a million workers, and along with the restaurant/food services industry, expects employment to increase through the 80s. All told, the hospitality field is one of the nation's largest, and fastest growing.

Communications regarding this column should be addressed to Mrs. Cheney, Peabody Library School, Nashville, Term. 37203. Mrs. Cheney does not sell the books listed here. They are available through normal trade sources. Mrs. Cheney, being a member of the editorial board of Pierian Press, will not review Pierian Press reference books in this column. Descriptions of Pierian Press reference books will be included elsewhere in this publication.

The purpose of this paper is to describe family intervention (FI) with four families in which the service user is under the care of forensic mental health services. There is a focus on identifying how systemic practice is used or adapted in working with families who have a family member who has presented risk and caused harm.

Four case studies are used to provide a basis for the exploration of commonalities in practice between the cases and the utility of FI within forensic services, which have the dual purpose of promoting mental health recovery and reducing offending/risk behaviour.

Family work can be a key healing tool in the recovery journey of forensic service users and their families. An integrated systemic and psycho-educational FI approach was found to be appropriate in the cases described. Issues particular to forensic services are identified; these include the role of safety planning; the function of talking about the history of trauma in the family including the impact of offending behaviour; mediating difficult relationships between family members and professionals; and overcoming barriers to having difficult and emotive conversations.

The absence of outcome assessments limits the findings to observational data and self-reported experiences from the authors.

FI can be safely and effectively used within forensic settings, facilitated by practitioners competent in working with trauma and complexity, as an integrated component of the therapeutic treatment.

There are recognised barriers to the provision of FI within forensic settings, with limited research regarding the application of such therapies with forensic patients and their families. This paper adds to the small pool of knowledge regarding useful applications of FI in such settings.

Presents a special issue, enlisting the help of the author’s students and colleagues, focusing on age, sex, colour and disability discrimination in America. Breaks the evidence down into manageable chunks, covering: age discrimination in the workplace; discrimination against African‐Americans; sex discrimination in the workplace; same sex sexual harassment; how to investigate and prove disability discrimination; sexual harassment in the military; when the main US job‐discrimination law applies to small companies; how to investigate and prove racial discrimination; developments concerning race discrimination in the workplace; developments concerning the Equal Pay Act; developments concerning discrimination against workers with HIV or AIDS; developments concerning discrimination based on refusal of family care leave; developments concerning discrimination against gay or lesbian employees; developments concerning discrimination based on colour; how to investigate and prove discrimination concerning based on colour; developments concerning the Equal Pay Act; using statistics in employment discrimination cases; race discrimination in the workplace; developments concerning gender discrimination in the workplace; discrimination in Japanese organizations in America; discrimination in the entertainment industry; discrimination in the utility industry; understanding and effectively managing national origin discrimination; how to investigate and prove hiring discrimination based on colour; and, finally, how to investigate sexual harassment in the workplace.

Support sought for changes to copyright law EIIA members have been asked to support a change in the copyright laws to permit some ‘fair use’ copying of software. A proposal is likely to go to the European Commission this month. Meanwhile, Memoranda of Mutal Understanding have been signed with the United States' HA and Japan's JICOA, to co‐operate in activities such as supporting the free flow of information.