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Library Management
Journal Prestige (SJR): 0.412
Citation Impact (citeScore): 1
Number of Followers: 1067  
 
  Hybrid Journal Hybrid journal (It can contain Open Access articles)
ISSN (Print) 0143-5124
Published by Emerald Homepage  [344 journals]
  • Libraries and user culture: literacy and development implications
    • Pages: 506 - 517
      Abstract: Library Management, Volume 39, Issue 8/9, Page 506-517, November 2018.
      Purpose The purpose of this paper is to establish stocking and services offered and user culture at the Kenya National Library Services Kisii Branch. The study sought to respond to the following questions: Which books form the stock of Kenya National Library Services Kisii Branch' Which services does the Kenya National Library Services Kisii Branch offer to the public on a regular basis' What is the user motivation for and frequency of use of the National Library Services at Kisii Branch' Design/methodology/approach Three instruments were used in data collection; document analysis, observation and interview. Document analysis obtained data on membership and frequency; observation obtained data on stocking, services, and user culture; and interview sought clarification on data obtained from documents and observation. Findings The findings indicate that publications in business and accounting and school type books form the bulk of the stock of books; the library offers only basic information access services; users are motivated by school assignments, examinations and academic project deadlines to visit the library hence user frequency in the library is predictable throughout the year. Practical implications Current practices at the library by both library staff and user culture have negative implications on public literacy and socio-economic development. Originality/value This paper presents information obtained from a systematic data collection and analysis. The findings are original and should be addressed by the relevant stakeholders.
      Citation: Library Management
      PubDate: 2018-08-07T12:36:29Z
      DOI: 10.1108/LM-01-2018-0004
       
  • Collaborative leadership in public library service development
    • Pages: 518 - 529
      Abstract: Library Management, Volume 39, Issue 8/9, Page 518-529, November 2018.
      Purpose The purpose of this paper is to discuss findings from the formative evaluation of a national public library development initiative in England, with a focus on the practice and impact of collaborative leadership. Design/methodology/approach A realistic evaluation approach was used in the study, enabling a nuanced assessment of the initiative’s contexts, mechanisms and outcomes in relation to its core objectives. These included testing innovative, partnership approaches to library service delivery, encouraging greater synergy between libraries and the arts and other public and commercial sectors. Evaluation findings are subsequently contextualised using a conceptual framework drawn from critical management studies on collaborative advantage. Findings Data show that the initiative was an effective catalyst for enhanced collaborative leadership in the public library sector, including the development of a cross-sector community of practice, with evidence of collective ownership and decision making. The relative collaborative advantages of the initiative are underpinned by evidence on the unique value of public library services to collaborating organisations and sectors. Practical implications Outcomes are of relevance to a range of public services and governing bodies with reference to shared strategic objectives with other sectors and services and collaborative leadership learning and practice. Social implications There are implications relating to the public value of library services and how this can potentially be enhanced via collaborative leadership approaches to service design and delivery. This is especially pertinent given current cross-government policy drivers towards integrated public services. Originality/value The research makes an original contribution to contemporary debates on cultural value in considering the cross-sector role and impact of collaborative leadership.
      Citation: Library Management
      PubDate: 2018-08-13T08:24:06Z
      DOI: 10.1108/LM-08-2017-0084
       
  • Implementation of strategic management based on the balanced scorecard in
           a university library
    • Pages: 530 - 540
      Abstract: Library Management, Volume 39, Issue 8/9, Page 530-540, November 2018.
      Purpose The purpose of this paper is to present a case study of implementing strategic management as a process based on balanced scorecard (BSC) in the university library – G. Denysenko Scientific and Technical Library of the National Technical University of Ukraine “Igor Sikorsky Kyiv Polytechnic Institute” (KPI Library). Design/methodology/approach The author is regarding the features of all the strategic management implementation stages: strategic analysis, formulation of strategic ideas (vision, values and mission), the strategy definition and development, strategy implementation and realization, assessment and control of the strategy implementation. Special attention is focused on the comparison of the BSC model, which was used in KPI Library with classical BSC models for non-profit organizations developed by Robert Kaplan and David Norton, and Paul Niven. The author is also focusing on preparation of the strategic map and identifying specific indicators. Findings BSC is adaptive, flexible and adjusts to the environment of each particular library and can be used as an effective tool for the development of a strategic management system in libraries. Originality/value The case study of the library of Igor Sikorsky Kyiv Polytechnic Institute shows that a BSC is an effective tool for building a system of strategic management development aimed at radical organizational changes in the library. It is also a testing and practical implementation of some of the results of the study “Strategic Management of Library as a Process-Oriented Organization Based on a BSC,” which is conducted by the author.
      Citation: Library Management
      PubDate: 2018-08-21T09:25:54Z
      DOI: 10.1108/LM-09-2017-0086
       
  • The current status of innovation in the university libraries of Pakistan
    • Pages: 541 - 552
      Abstract: Library Management, Volume 39, Issue 8/9, Page 541-552, November 2018.
      Purpose The purpose of this paper is to examine the current status of innovations in the university libraries of Pakistan because the desire for reshaping the university libraries is now necessary to fulfill the mission of higher education, i.e. to be competitive and compatible in the international market. Design/methodology/approach The content is based on the literature. For this purpose, the researchers’ 20 years’ experience and the websites of all the 183 universities of Pakistan have been reviewed. A checklist of 40 innovations (Jantz, 2013), used in ACRL libraries and prepared by the researcher, is used as a yardstick to measure the innovation status of university libraries. Findings The findings indicate that a large majority of university libraries, ranging from 70 to 100 percent, have not adopted these innovations. Only 15 percent of university libraries all over Pakistan are relatively better on the innovation adoption scale. Research limitations/implications The data are explored by reviewing the websites of university libraries of Pakistan. Viewpoint of librarian and administrators of university librarian is not taken at this stage. Practical implications It will be helpful for the practitioner community to brain think on serious grounds for future improvements by having a clear picture of current status. Social implications By analyzing the standings of university libraries of Pakistan vs developed countries, the professionals would get awareness and they might be take initiatives for extending the services suitable and compatible with the present and future needs of users. Ultimately, profession and users satisfaction could be obtained. Originality/value The aspects discussed in the context of Pakistan may catch the attention of policy makers for the sake of improvement of university libraries, and growth of their professionals. It is further assumed that this situation is similar to the other neighboring developing countries. So, the work will raise the awareness among professionals of other countries too.
      Citation: Library Management
      PubDate: 2018-08-28T08:53:05Z
      DOI: 10.1108/LM-08-2017-0085
       
  • Music librarianship and creativity
    • Pages: 553 - 568
      Abstract: Library Management, Volume 39, Issue 8/9, Page 553-568, November 2018.
      Purpose International Association of Music Libraries, Archives and Documentation Centres (IAML) aims to promote activities and cooperation between music libraries worldwide. IAML configures policies affecting to set up their working framework as well as music information services at national and international level. Furthermore, IAML’s function promotes the role of music libraries linking the cultural life of every place, fostering musical creativity. Therefore, the purpose of this paper is to present the crucial role of IAML’s function in enhancing musical creativity. Design/methodology/approach The paper provides theoretical and practical issues on topics related to music information employed for musical creativity in the context of music librarianship. It presents the function of music information management organizations and especially that of IAML as a mechanism for enhancing musical creativity, and at the same time it discusses suggestions and practices for the interrelation between them. More specifically, it discusses perspectives about educational programs on information literacy for musical creativity, the enhancement of the digital presence of all musical trends (the long tail to the demand of music information services), the strengthening of the culture of openness to a wider scale and the use of music information management software, as well as the linkage and stimulation of synergies between music information management organizations for the benefit of various music communities. Findings The outcomes of the study set up a theoretical connection between music librarianship issues and musical creativity, in terms of identifying that musical creativity is directly linked to music information and to the operation of the music libraries, and it can also be influenced by the availability of music information services and the information profile of the musicians involved. Originality/value The significance and originality of the study should be emphasized since it is the first study providing theoretical and practical issues linking music librarianship with musical creativity.
      Citation: Library Management
      PubDate: 2018-10-12T10:29:08Z
      DOI: 10.1108/LM-09-2017-0100
       
  • Current practices of management of online databases at university
           libraries in Maharashtra state of India
    • Pages: 569 - 582
      Abstract: Library Management, Volume 39, Issue 8/9, Page 569-582, November 2018.
      Purpose The purpose of this paper is to know-how the university libraries are managing online databases, especially from the Maharashtra state of India. The focus is to study the difficulties and challenges faced by the university librarians. Design/methodology/approach In this descriptive research, survey of 15 university libraries was conducted. Seven universities are subscribing online databases apart from databases accessible under national consortia. A comprehensive questionnaire comprised of 16 sections and total 47 questions was designed for data collection. Personal contacts helped to a great extent to get back the questionnaire. Findings The study revealed that the university librarians are trying to cope up with the management of electronic resources. Major challenges are unawareness about the life cycle of electronic resources, lack of standard procedures, collection development and preservation policies, failed to conduct user information need surveys, negotiation skills, competencies of staff and so on. Research limitations/implications The scope of the present research was to study the current practices of management of online databases subscribed by the university libraries in Maharashtra. Other types of electronic resources were not considered in the present study. It was found that out of 15 universities only seven universities subscribe the online databases apart from the databases provided by UGC-INFONET. Therefore, the data from these seven libraries were considered for analysis. Practical implications This study will provide the guidelines for managing online databases in academic libraries. Originality/value Very few studies are conducted to study the management of online databases by university librariesin India.
      Citation: Library Management
      PubDate: 2018-08-06T02:29:15Z
      DOI: 10.1108/LM-08-2017-0073
       
  • Settling in: how newcomers use a public library
    • Pages: 583 - 596
      Abstract: Library Management, Volume 39, Issue 8/9, Page 583-596, November 2018.
      Purpose The purpose of this paper is to describe how recent immigrants and refugees to Canada (“newcomers”) use the facilities of a large, urban public library. As the library previously surveyed the general user population, the responses to the two surveys can be compared. Design/methodology/approach Questionnaires were administered as patrons were leaving Surrey Libraries Branches to adult public library members who self-identified as newcomers who arrived in Canada within the previous ten years. Findings The pattern of library use by newcomers differed from that of the general population. They visited more frequently and stayed longer. Newcomers were heavier users of library services and used a wider range of services. They used the library branch as a public place. The library provided them with a place to study, read or meet other people. Research limitations/implications The study was exploratory. The small sample size and the data collection process do not allow extrapolation to the underlying population. Practical implications Recent newcomers often have similar informational, psychological and social needs. Public libraries can play a role in assisting newcomers during their adjustment process. Originality/value Researchers worked closely with library management to develop questions based on decision usefulness. An earlier in-house study allowed comparisons to be made between branch use by newcomers and general library users. Canadian studies into government policy, along with immigrant and refugee studies, provide context for the survey results.
      Citation: Library Management
      PubDate: 2018-08-07T12:34:48Z
      DOI: 10.1108/LM-01-2018-0001
       
  • Supporting the next generation of Texas A&M University scholars
    • Pages: 597 - 604
      Abstract: Library Management, Volume 39, Issue 8/9, Page 597-604, November 2018.
      Purpose The speed of information transfer, discovery, and evaluation is accelerating the timeline for young researchers to establish their scholarly identity. A clear scholarly identity is an essential element in developing and maintaining a scholar’s reputation. The paper aims to discuss this issue. Design/methodology/approach Texas A&M University is developing workflows and programmatic support for graduate students as they navigate a labyrinth of tools, such as ORCID iD, to establish and manage their identity and reputation. Findings This paper discusses the evolution of a collaboration between the Texas A&M University Libraries (A&M UL) and the Office of Research and Graduate Studies in the College of Veterinary Medicine & Biomedical Sciences to educate graduate-level students about scholarly identity and reputation. Originality/value The collaboration between the Texas A&M UL and the Texas A&M College of Veterinary Medicine & Biomedical Sciences Office of Research and Graduate Studies evolved into an intentional practice to assist emerging researchers as they navigate the labyrinth of standards and research information systems to establish their scholarly identity.
      Citation: Library Management
      PubDate: 2018-08-07T12:33:08Z
      DOI: 10.1108/LM-10-2017-0104
       
  • Creating value for all: joint academic library in the service of five
           universities
    • Pages: 605 - 614
      Abstract: Library Management, Volume 39, Issue 8/9, Page 605-614, November 2018.
      Purpose The purpose of this paper is to describe and analyse practices of a joint university library as a model of cooperation between universities. Design/methodology/approach The paper is a descriptive case study on the benefits and challenges of collaboration based on experiences of one joint library. Findings In 2000–2010s, Finnish universities and universities of applied sciences have undergone structural changes becoming public corporations. The ideal of the government policy is an effective, productive, entrepreneurial university with lean infrastructure and support services. One solution in pursuing cost-effectiveness and efficiency are joint regional libraries. In Vaasa, the five university units share a joint academic library, Tritonia. Tritonia offers library and information services that consist of print and digital information resources, researchers’ support services, pedagogical and technical support for digital education, and learning commons for its five universities. Originality/value The paper describes service production and its development and presents an existing model for cooperation in joint libraries of several academic institutions that are becoming more common.
      Citation: Library Management
      PubDate: 2018-08-06T02:29:46Z
      DOI: 10.1108/LM-10-2017-0108
       
  • From practice to research at Flinders University Library: sustaining a
           research culture
    • Pages: 615 - 624
      Abstract: Library Management, Volume 39, Issue 8/9, Page 615-624, November 2018.
      Purpose The purpose of this paper is to describe the mechanisms used by Flinders University Library to sustain a culture of research. Flinders University Library has been supporting its librarians to undertake research projects using a formal support group mechanism, known as the Research Working Group (RWG), sanctioned and resourced by library executive since 2010. This established a culture of practitioner-based research in the library, with the librarians developing a greater understanding of both the theory and practice of qualitative and quantitative methods by undertaking their own research projects. However, sustaining a research this culture brings new challenges which this paper now explores. Design/methodology/approach This case study describes the methods used at Flinders University Library in sustaining a culture of practitioner-research. This arose from a review of the formal support structure, as well as a previous study that surveyed staff responses to the RWG. Findings As academic libraries face ongoing challenges and engage more broadly with research support, librarians need experiential knowledge of research. In the case of Flinders University Library, the author has found that, in seeking to sustain a research culture, the author has needed to adapt the support mechanisms, including a greater emphasis on peer support, a different model of resourcing and more inclusivity for all staff to engage with research work. Research limitations/implications This paper is limited by its scope as a single-institution case study; however, there are opportunities for other academic libraries to learn from this experience. Originality/value Establishing a culture of practice-based research is not an easy undertaking, requiring dedication from all parties whether management, practitioner-researchers or mentors. While there are many examples in the literature of case studies examining the establishment of research culture, few if any take the next steps to explore how to maintain it. This paper seeks to fill that gap.
      Citation: Library Management
      PubDate: 2018-08-07T12:31:49Z
      DOI: 10.1108/LM-10-2017-0110
       
  • Academic libraries in Romania
    • Pages: 625 - 634
      Abstract: Library Management, Volume 39, Issue 8/9, Page 625-634, November 2018.
      Purpose The purpose of this paper is to investigate the results obtained from a study on cooperation, collaboration and partnerships between academic libraries in Romania. Design/methodology/approach The study is limited to the answers received from interviews with 11 of the 15 invited directors/heads of academic libraries from Romanian universities, but the findings can be extrapolated to assess the overall situation in this country. Findings The results’ analysis indicates that 73 percent of the participants (8 participants) consider cooperation in the activities of Romanian academic libraries as being at a low to medium level. National cooperation can be found only in relation to access to electronic information resources. Collaboration between libraries and other departments and services within universities exists, but collaboration with students and the teaching staff is less developed. Despite the small number of partnerships and collaborative projects in which Romanian academic libraries are involved, there is a desire to further develop such activities. Originality/value The study is the first of its kind undertaken in Romania and paves the way for further research on this issue.
      Citation: Library Management
      PubDate: 2018-08-06T02:28:56Z
      DOI: 10.1108/LM-10-2017-0103
       
  • Extending McKinsey’s 7S model to understand strategic alignment in
           academic libraries
    • Abstract: Library Management, Ahead of Print.
      Purpose The purpose of this paper is to conceptualise the issues of alignment for changing academic libraries by using and extending McKinsey’s 7S model. Design/methodology/approach Theoretical work was conducted to consider and extend the 7S model for the situation of academic libraries. Empirical data were then used to confirm the value of these extensions and suggest further changes. The data to support the analysis were drawn from 33 interviews with librarians, library and non-library academics and experts, and a survey of UK library staff. Findings In the academic library context, the 7S model can be usefully extended to include three library functions (stuff, space and services) and users. It can also include institutional influences and stakeholders, and aspects of the external environment or situation, including suppliers and allies. The revised model then provides a useful framework within which data about library change can be analysed. Perceived barriers to successful performance fit the model and enable the identification of seven challenges of alignment. Research limitations/implications The resulting model has potential applications such as in the structuring analysis of academic library performance, mapping future directions of development and for exploring variations across the sector and internationally. Practical implications The revised model can be used by practitioners to think through their own strategic position and to act to shape their future, in the light of seven major areas of alignment. Originality/value The paper extends a well-known model used in strategy, to produce a more comprehensive, sector-specific analytic tool.
      Citation: Library Management
      PubDate: 2018-10-17T08:57:41Z
      DOI: 10.1108/LM-06-2018-0052
       
  • Global library marketing research
    • Abstract: Library Management, Ahead of Print.
      Purpose The purpose of this paper is to quantitatively and qualitatively analyze library marketing research output using select bibliometric indicators with the aim of identifying top-performing countries, subject subthemes, organizations, authors and journals in the area. Design/methodology/approach The present study has examined 520 publications in library marketing, as indexed in Scopus database during 2006–2017. The study has statistically assessed processed publications and citations data into tables in order to ascertain research growth rate trends, global publication output and share, citation impact and distribution of library marketing research by country of publication, international-level collaborating country share of publication, by broad subject areas and preferred media of research communication. The study also provides bibliometric profile of top research organizations and authors in terms of their publications and citation indicators. Findings The body of literature in library marketing research is still very small, highly scattered and has so far registered no growth during the last 12 years, i.e. 2006–2017. Library marketing research is yet to emerge as a popular research area in library and information science. The USA dominates The library marketing research in the world, whereas other top participating countries including India, China, Japan, Canada, etc., are distant cousins. Top research institutions in the area of library marketing across the world include City University of New York, Florida State University, University of Texas at Austin, USA, Loughborough University and University of Sheffield, UK. The major focus of library marketing research was on academic libraries, followed by public libraries and medical libraries. Of late, the use of social media has emerged as an alternative to traditional library marketing techniques. Research limitations/implications The scope of study describing the status of library marketing research is limited to the period 2006–2017. The results of the study should interest researchers in finding solutions to formulating future library strategies and programs for achieving sustainable growth in this area of study. Originality/value The present study in library marketing research should be of interest to researchers in evolving, and formulating theories/best practices/and policies/programs for outreach to current and potential users for promoting library products and services.
      Citation: Library Management
      PubDate: 2018-10-16T11:11:32Z
      DOI: 10.1108/LM-05-2018-0039
       
  • Libraries as bureaucracies: a SWOT analysis
    • Abstract: Library Management, Ahead of Print.
      Purpose Bureaucracy in libraries is typically presented in terms of six banal characteristics originally identified by the historian Max Weber at the turn of the twentieth century. In web cases, bureaucracy in libraries as seen as a system that might be undone. These characterizations underestimate the power of bureaucracy as a force external and intrinsic to libraries. The purpose of this paper is to reintroduce the topic of libraries as bureaucracies such that library practitioners can identify, question and reform aspects of bureaucracy in libraries. Design/methodology/approach A review of literature from the library field and from the social sciences is presented in the framework of a SWOT analysis, such that readers can see bureaucracy in libraries for its strengths and weaknesses, as well as in regards to its external opportunities and threats. Findings Bureaucracy is a largely misunderstood and overlooked topic, in all disciplines, including library science. Generally, bureaucracy is presented as a negative and ineffective system operating in the public sector only, though bureaucracies serve many positive purposes and functions in all aspects of society. Bureaucracy cannot be dismantled, though opportunities exist to eliminate its less desirable aspects and effects. In some ways, libraries exemplify bureaucratic thinking, yet in webs, libraries are poised to offset or challenge the harmful effects of bureaucracy in all other aspects of society. Originality/value Bureaucracy is seldom considered in library research or in other fields. As such, it is a grossly misunderstood subject. This extensively research paper synthesizes the literature that does exist on the topic, and expands upon it using theory from the social sciences. As such, this paper stands to begin a discussion about how libraries can restructure and respond to change.
      Citation: Library Management
      PubDate: 2018-10-10T12:54:22Z
      DOI: 10.1108/LM-03-2018-0019
       
  • A bibliometric services workshop for subject librarians
    • Abstract: Library Management, Ahead of Print.
      Purpose The purpose of this paper is to report on the development and analysis of an internal bibliometric services workshop for subject librarians. Primary goals of the workshop were to create an opportunity for collegial knowledge and skill sharing, and to identify discipline specific gaps and future support requirements. Design/methodology/approach Two campus librarians who typically offer bibliometric support services used pre- and post-surveys to plan and assess the workshop for subject liaison librarians. Findings Subject librarians from across the university expressed interest in developing bibliometric support services. The 12 workshop participants (30 percent of subject librarians) support diverse areas including the humanities, social sciences, life sciences, education and outreach, and the school of business. Post-workshop survey respondents highlighted the contextualization of available measures and the appropriate application of metrics in different disciplines to be the most helpful topics covered. Finally, while the institution subscribes to several citation analysis databases, more familiarity with Google Scholar citations was requested to address user needs and preferences across the various disciplines. Most participants expressed interest in attending additional workshops. Originality/value This study showcases the experience of campus librarians working together across academic schools and disciplines to respond to the increasing demand for bibliometric and scholarly impact support services. While services such as citation analysis have typically been siloed in specific job descriptions or subject areas within the library, these are service areas that can benefit from internal library-collaboration opportunities and knowledge sharing.
      Citation: Library Management
      PubDate: 2018-10-10T12:53:21Z
      DOI: 10.1108/LM-03-2018-0014
       
  • Aspects of measuring the impact of new innovations in Finnish libraries
    • Abstract: Library Management, Ahead of Print.
      Purpose The purpose of this paper is to examine aspects of measuring the impact of new innovations in Finnish libraries. Design/methodology/approach Along with the change of paradigm of libraries’ ways of action toward more networked and with the developing of new innovative services, new evaluation methods and indicators will be needed to show the value and impact of the operation of these services. Findings To measure the impact of services produced by the networking of several organizations and the added value perceived by the patrons, new methods of impact assessment are needed, as well as change in the way of thinking. Originality/value In the libraries, there is only a little if at all discussion about the need and means of showing the results, impact and value of the library services to their clientele, their frame organizations or the society. This is the first article to examine aspects of measuring the impact of new innovations in Finnish libraries.
      Citation: Library Management
      PubDate: 2018-10-08T09:33:56Z
      DOI: 10.1108/LM-11-2017-0130
       
  • Consortia from past to future
    • Abstract: Library Management, Ahead of Print.
      Purpose The purpose of this paper is to review the global history of library consortia from ancient times until the present and propose further development of consortia to address journal costs and research distribution. Design/methodology/approach The global history of consortia is reviewed, with a concentration on the early years of the American Library Association. Findings Consortia have proved their value in making libraries more efficient and in advancing research through combined efforts in developing indexes and catalogues. Research limitations/implications The paper encourages libraries to build on their history of cooperation and extend it by linking their repositories, using their own strengths to battle excessive subscription fees, and become publishers in their own right. Practical implications Consortia are encouraged to work together to build a global repository, to stand firm against predatory pricing and to take the lead in the dissemination of scholarship. Originality/value This paper proposes that libraries join in broad regional consortia to oppose unjustifiable prices imposed by the major publishers and that libraries, with their institutions, work regionally and internationally to take control of the distribution of research.
      Citation: Library Management
      PubDate: 2018-10-02T10:51:56Z
      DOI: 10.1108/LM-02-2018-0006
       
  • Public libraries in Switzerland: RDA and the FRBRization watershed
    • Abstract: Library Management, Ahead of Print.
      Purpose The purpose of this paper is to investigate how Swiss public libraries are experiencing a normative revolution connected to new cataloging standards, such as RDA and the FRBRization of catalogs. Design/methodology/approach Thanks to semi-structured interviews, the paper analyzes the current positioning of Swiss public libraries on the “bibliographic transition” issue by using a case study of the network of municipal libraries in Geneva. Findings In Switzerland, the federal and multi-linguistic structure of the library networks increases the organizational obstacles to the adoption of new cataloging principles and formats. At the local level, the Swiss municipal libraries have to cope with this complexity to transform their structures and continue to offer competitive and effective services to their users. Practical implications The paper proposes six scenarios of technology watershed for the analyzed case study and their consequences for cataloging standards and rules. Social implications The paper shows how the adoption of technological and conceptual innovations has to be done in the face of real organizational and administrative constraints, especially in the case of public lending libraries. Originality/value The paper analyzes at the empirical and theoretical levels how, especially in Switzerland, the variety of governance levels and linguistic areas have made strategizing more complex for public lending libraries.
      Citation: Library Management
      PubDate: 2018-09-24T01:47:20Z
      DOI: 10.1108/LM-08-2017-0074
       
  • Customer care practices at the University of Nairobi (UON), Jomo Kenyatta
           Memorial Library (JKML), Kenya
    • Abstract: Library Management, Ahead of Print.
      Purpose The purpose of this paper is to provide an analysis of the customer care practices at the University of Nairobi, Jomo Kenyatta Memorial Library (JKML), Kenya. Design/methodology/approach A descriptive research design was used. Simple random sampling technique was used to derive at an appropriate sample from the target population. A structured questionnaire and face-to-face interview was used to collect both quantitative and qualitative data. A total of 384 questionnaires were distributed to students and library staff. Face-to-face interview was conducted among five section heads. Data were analyzed using Microsoft Excel and presented in tabulated summaries and figures. Findings JKML had not only put in place customer care practices but had also provided reliable services with notable professionalism among staff. Users were satisfied with the attention and information resources provided. Challenges encountered related to inadequate ICT infrastructure, lack of a written policy, lack of customer care skills among library staff and lack of managerial support. The study recommended inclusion of customer care in the mainstream of the strategic plan of the university. Research limitations/implications The major implication for this study is that sustainable customer care self-assessment needs to be explored in national and private libraries in Kenya. Practical implications This study provides a significant practical outlook on marketing-savvy approaches toward customer care and efforts made toward the achievement of the goals of the university. Originality/value This study provides insights on good practices on customer care which can be emulated by other academic libraries and adds value to the knowledge base.
      Citation: Library Management
      PubDate: 2018-09-21T02:15:25Z
      DOI: 10.1108/LM-05-2018-0038
       
  • Marketing of academic health libraries 2.0: a case study
    • Abstract: Library Management, Ahead of Print.
      Purpose The advent of Web 2.0 in libraries persuades the librarians to adopt new ways to communicate, determine, and satisfy the needs of the users. The paper aims to discuss this issue. Design/methodology/approach A 30-question questionnaire was given to 30 undergraduate medical students of Vardhman Mahavir Medical College and a 10-question questionnaire was given to the librarian, to find out: the marketing and promotional strategies employed by the library; determine the awareness and satisfaction level of the users; prepare library profile, customer profile and market profile; and perform SWOT analysis. User responses were coded and processed using GNU PSPP software. Findings From the library profile of Vardhman Mahavir Medical College library, it can be concluded that the library has the potential to offer better services and products to its users. From the customer profile of Vardhman Mahavir Medical College library, it is concluded that the most of its users are young male undergraduate students who use the library more on weekly basis. From the market profile of Vardhman Mahavir Medical College library, it is concluded that the library has not invested in the marketing and has no promotion strategy or marketing strategy for its products and services. Also, the library has only one digital promotional activity. From the SWOT analysis of Vardhman Mahavir Medical College library, it is concluded that the library does not use any of the social platforms to market its products and services. Most of the users are unaware of the services and products offered by the library. There are many opportunities for the library to work upon and improve the quality of products and services being offered to its users. Research limitations/implications The major limitation of the present study is its small sample size. It is very difficult to conduct surveys in health libraries because of the busy schedule of the undergraduate medical students and their reluctance to fill out lengthy questionnaires. However, this small sample size only made it possible to conduct the SWOT analysis on the basis of the users’ survey successfully. Further, the small sample size helped to take into account all the opportunities stated by the users which would not have been possible if a larger sample size was taken. Originality/value This study is one of a kind which provides an overview of marketing research of an academic health library of New Delhi (India) with a special focus on library profile, market profile, customer profile and SWOT analysis. It addresses the gaps in the literature by studying marketing in the context of academic health libraries in the digital environment.
      Citation: Library Management
      PubDate: 2018-09-19T11:13:58Z
      DOI: 10.1108/LM-03-2018-0013
       
  • The Finna service: meeting the new measurement challenges in libraries
    • Abstract: Library Management, Ahead of Print.
      Purpose In the transformed information environment, the impact and value of the services are not adequately shown using the traditional library metrics. It needs to be supplemented with user-centered ways of measurement. The paper aims to discuss these issues. Design/methodology/approach The paper is a case study of the new Finna service and the measurement challenges it presents. Findings The standards guiding the measurement and evaluation of libraries cannot offer a “cook-book” for the organizations to follow. The paper suggests that as a one possible response to this, the Net Promoter Score can be used as one indicator in measuring the impact of new services. Research limitations/implications The findings of the paper are preliminary, because so far there is not a wide experience of the use of NPS in libraries. This calls for further study. The results are encouraging, but more testing is needed with different services. Originality/value NPS has not been widely used in libraries before.
      Citation: Library Management
      PubDate: 2018-09-05T12:23:47Z
      DOI: 10.1108/LM-02-2018-0007
       
  • Library stakeholder attitudes and new technology
    • Abstract: Library Management, Ahead of Print.
      Purpose The purpose of this paper is to provide advice for library managers on the collection of feedback from stakeholders. An example of radio frequency identification (RFID) is used to illustrate what can be learned and how decisions can be improved with this feedback. Design/methodology/approach The stakeholder, RFID and library literature are reviewed and lessons for improving future technology decisions are developed. The results of a direct-mail survey of 394 members of the general public in the Midwest illustrate the insights that can be gained with marketing research. Findings Many libraries appear to have neglected getting feedback from some stakeholders before implementing RFID tagging of materials. Gathering specific information from local stakeholders (including some that are only indirectly influenced by a decision) can help improve the odds of initiative success. Regular dialogs with stakeholder groups can help librarians track progress of programs, identify issues and prepare response strategies. Practical implications If librarians had conducted surveys about RFID or self-service checkouts when the technologies were under consideration, they would have gained a greater appreciation of the concerns some individuals had. Dialogs could have been started, educational events could have been planned and other responses could have been developed. The stakeholders to be regularly consulted should include individuals who are indirectly affected by the library. These lessons can be followed when librarians consider other initiatives. Originality/value This paper offers library leaders new insights into when and how to gather information from stakeholders. Tips are offered to improve the effectiveness of surveys and focus groups.
      Citation: Library Management
      PubDate: 2018-08-28T01:15:07Z
      DOI: 10.1108/LM-02-2018-0012
       
  • Using SEM-PLS to assess users satisfaction of library service quality:
           evidence from Malaysia
    • Abstract: Library Management, Ahead of Print.
      Purpose The purpose of this paper is to examine the impact of Libqual+™ dimension (affect of services, information control and Library as a place) on user satisfaction at Universiti Kebangsaan Malaysia (UKM). Design/methodology/approach Data were collected using a sample of 100 students and it was analyzed using SPSS and SmartPLS. The measurement model was analyzed using composite reliability, convergent and discriminate validity while the structural model was used to predict the relationships between variables. Findings The results indicated that services, information control and library as a place have a significant and positive impact on the overall satisfaction of library users, with affect of services being the most important predictor of library user satisfaction. Practical implications Overall, users are satisfied with the services provided by the UKM library. Results from this study will help librarians to make better decisions in providing effective services and fulfilling the library’s vision and mission. Originality/value The study provides insight into the UKM University how to use LibQual+™ dimension to improve user’s satisfaction.
      Citation: Library Management
      PubDate: 2018-08-28T01:13:11Z
      DOI: 10.1108/LM-03-2018-0023
       
  • The current innovation status of university libraries in Pakistan
    • Abstract: Library Management, Ahead of Print.
      Purpose The purpose of this paper is to examine the current status of innovations in the university libraries of Pakistan because desire for reshaping the university libraries is now the necessity for full filling the mission of higher education, i.e. to be competitive and compatible in international market. Design/methodology/approach Quantitative method is adopted for measuring the occurrence of innovations. The content is based on the literature, the researchers’ 20 years’ experience and the websites of all the 183 universities of Pakistan have been reviewed for this purpose. A checklist of 40 innovation used in ACRL libraries and prepared by a researcher, Jantz (2013) is used as a yard stick. Findings The findings indicate that a large majority (85%) of university libraries, have not adopted these innovations. Only 15 percent of university libraries all over Pakistan are relatively better on the innovation adoption scale. Originality/value The aspects discussed in the context of Pakistan may catch the attentions for improvement of university libraries, and growth of respective professional. It is assumed that the situation is similar to other type of libraries (college and public) and also in neighboring developing countries. So, the work will raise the awareness among professionals of other countries as well.
      Citation: Library Management
      PubDate: 2018-08-23T08:52:48Z
      DOI: 10.1108/LM-11-2017-0125
       
  • A survey of diversity and inclusiveness initiatives at Carnegie Doctoral
           Research Institutions libraries
    • Abstract: Library Management, Ahead of Print.
      Purpose The purpose of this paper is to describe survey findings on diversity and inclusion initiatives at the Carnegie Doctoral Research Institutions of Higher Education libraries. The findings would be helpful to libraries that are at the beginning of their own diversity and inclusion initiatives or that wish to compare ongoing efforts. Design/methodology/approach The authors conducted a survey of Carnegie Doctoral Research Institutions of Higher Education libraries using Qualtrics, an online survey software. Link to the survey with a short explanation was e-mailed to the 324 identified contacts and 151 responses were received at the end of the survey. Findings Survey responses revealed that the most prevalent types of diversity and inclusion initiatives fall into one of three categories. These are the creation/enhancement of library collections, recruitment and collaboration with other campus units. Not surprisingly, lack of money and other resources are identified as challenges faced by those who engage in these initiatives. Originality/value No other research currently exists for those interested in assessing diversity and inclusion initiatives at the Carnegie Doctoral Research Institutions of Higher Education libraries.
      Citation: Library Management
      PubDate: 2018-08-21T10:00:40Z
      DOI: 10.1108/LM-10-2017-0117
       
  • Qualitative and quantitative efficacy measurement of TERI library and
           information centre resources
    • Abstract: Library Management, Ahead of Print.
      Purpose The purpose of the paper is to evaluate print and electronic resources of TERI’s Library and Information Centre (LIC) with an aim to maximize the net marginal benefits and minimize net marginal costs, without compromising the quality of the library resources. Design/methodology/approach The parameters considered for analyzing the value of the library resources for this exercise were resource access costs, strategic value of the resource based on subject area coverage, frequency of use, citations, direct and indirect benefits to users. The data regarding these parameters were provided from wide range of sources (both tangible and intangible), to come out with the qualitative and quantitative assessment through an optimization and simulation based model. Findings Out of the total holdings in TERI LIC that were analyzed, 85 percent of book collections and 63.5 percent of journals were found to be useful for the researchers. The least-used books and journals were identified for weeding to optimize the value of library for users and make space for new and topical library collections. Research limitations/implications A sample of data sources out of the total library collections was defined for the evaluation. Practical implications The paper demonstrates the value of library resources that is of critical importance to libraries for an effective and efficient delivery of services for generating future knowledge. Evaluating the value of libraries resources has implications both for librarians as well as library users. Originality/value The evaluation exercise established the efficacy of the TERI library holdings for research and academic purposes in the domain of sustainable development. The library collection was found to be cost effective and beneficial to meet the future demand from the user community.
      Citation: Library Management
      PubDate: 2018-08-21T09:56:00Z
      DOI: 10.1108/LM-08-2017-0071
       
  • The Rutgers open access policy goes into effect
    • Abstract: Library Management, Ahead of Print.
      Purpose From laying the groundwork for the successful passage of a university-wide open access (OA) policy, through the development and planning that goes into a successful implementation, to “Day One” when the official university policy goes into effect, there is a long list of factors that affect faculty interest, participation and compliance. The paper aims to discuss this issue. Design/methodology/approach The authors, Mullen and Otto, having detailed earlier aspects of the Rutgers University OA policy passage and implementation planning, analyze and share the specifics that followed the rollout of the policy and that continue to affect participation. Findings This case study presents some strategies and systems used to enhance author self-archiving in the newly minted Scholarly Open Access at Rutgers (SOAR) portal of the Rutgers institutional repository, including involvement of departmental liaison librarians, effective presentation of metrics and a focus on targeted communication with faculty. Originality/value Roadblocks encountered as faculty began to deposit their scholarship and lessons learned are a focus. Early reaction from faculty and graduate students (doctoral students and postdocs) to various aspects of the policy as well as the use of SOAR for depositing their work are included.
      Citation: Library Management
      PubDate: 2018-08-17T10:41:45Z
      DOI: 10.1108/LM-10-2017-0105
       
  • Invisible disabilities: perceptions and barriers to reasonable
           accommodations in the workplace
    • Abstract: Library Management, Ahead of Print.
      Purpose The subject of invisible disabilities is becoming more prevalent in the workplace. Invisible disabilities (as defined by the Invisible Disabilities Association) refers to symptoms such as “debilitating pain, fatigue, dizziness, cognitive dysfunctions, brain injuries, learning differences and mental health disorders, as well as hearing and vision impairments.” There are times when employees are hesitant to disclose their invisible disability to their employer or coworkers, which means that accommodations for disabilities may not be requested or made. Accommodations made in the workplace for invisible disabilities can include flexible schedule, special software for assisting with scheduling or prioritizing tasks, or architectural changes such as a standing desk. The paper aims to discuss these issues. Design/methodology/approach For this literature review, articles on invisible disabilities and accommodations were researched and used to support the importance of accommodations in the workplace. Findings Invisible disabilities are affecting the workplace and must be addressed. Those struggling with invisible disabilities need to consider sharing information about their disability with their employer as well as requesting accommodation. The question of whether or not to inform coworkers should be left to individual employees and what they feel comfortable divulging. More research needs to be done on how to create learning opportunities and sensitivity in the workplace to those with invisible disabilities. Perhaps training should be offered at the time a new employee begins work. Originality/value This literature review is of value because it speaks to an important issue facing today’s workplaces – invisible disabilities and accommodations. Mental illnesses are an invisible disability and as more people are diagnosed and enter the workforce, employers are faced with an increasing demand to meet the needs of these workers. Educating employers and employees on the topic of invisible disabilities and accommodations paves the way to a greater and more productive workforce.
      Citation: Library Management
      PubDate: 2018-08-13T08:29:01Z
      DOI: 10.1108/LM-10-2017-0101
       
  • Marketing academic library information services using social media
    • Abstract: Library Management, Ahead of Print.
      Purpose The purpose of this paper is to examine the use of social media in the marketing of academic library resources and services in Kuwait and identifies the factors related to the use of social media applications in marketing academic libraries. Design/methodology/approach A quantitative data-collection approach using a paper and online questionnaire has been employed to elicit the opinions of librarians working in academic libraries in Kuwait in both private and public institutions. In total, 89 valid questionnaires have been analyzed using descriptive (frequencies, percentages, means and standard deviations) and inferential statistics (factor analysis, correlations, experimental analysis and regression). Findings The study shows that the academic librarians have a positive perception toward the use of social media. The identified factors relating to the use of social media for marketing library information resources and services are the usefulness of social media tools in raising awareness and in providing needs analysis and satisfaction assessments. However, management support for the use of social media for library marketing is poor. Practical implications This study provides insights into the factors related to the use of modern social media platforms to promote information resources and services at academic libraries to provide outreach services to current and potential users. Originality/value This research contributes to the field of information studies as it highlights the importance of using social media platforms in marketing academic library information resources and services. Library administrators could use the results to develop social media marketing plans to effectively promote their library resources.
      Citation: Library Management
      PubDate: 2018-08-13T08:27:53Z
      DOI: 10.1108/LM-12-2017-0132
       
  • The roles of libraries and librarians in integrating national development
           in South-Eastern Nigeria
    • Abstract: Library Management, Ahead of Print.
      Purpose The services of the libraries are to disseminate information and create awareness on issues of importance in the society. Often times, it is not very clear on what and how the entire community can be reached, thus denying some groups opportunities to be integrated toward actualization and contribution to the national development. The purpose of this paper is to examine the information activities provided by libraries and librarians in promoting development and social integration through identification of community members, harnessing the output indicators of what, where, when, why and how in engaging the people, investigating the constraints and the implications of the findings to community contribution toward national development. Design/methodology/approach The study was designed using Spidergram to incorporate 5Ws and H (who, what, when, where, why and how) in information engagement for social inclusion. There was no sampling as all the 88 participants have enriching discussion on sustainable development, filling the questionnaire that were structured on a four-point scale of strongly agree (SA), agree (A), disagree (D) and strongly disagree (SD). There was also the use of interview which the participants actively interfaced on. Data were collated and analyzed using frequency tables and mean scores with 2.5 benchmark set for acceptable or rejected item. Findings Result revealed that many people are unaware of national sustainable development but are willing to create spaces to be integrated in nation building. There is the need for libraries and librarians to provide information that goes beyond a simple consultation or support process but to expand into meaningful and inclusive collaborations, building stronger relationships and partnerships within the community. Participants expressed displeasure on late information, low literacy, lack of engagement from libraries and librarians, among others, and indicated that their meeting venues are excellent spaces for information activities. Practical implications If the community members are excluded from inclusive information participation, they will be denied of their fundamental rights to access to information. With that, they will not take their rightful place in sustainable national development. On the other hand, the libraries and librarians will continue to be relegated to the background. Since it has been established that many people need information and are willing to create spaces to get it, it is necessary that the best practices are adopted in adding values to national development. Social implications Disseminating information to wide groups of audience enhances free discussion which can lead to understanding of needs, mutual respect, problem solving and increase in knowledge of national development. Originality/value This research employs spidergram with the adoption of who, what, where, when, why and how (5Ws and H) in tracing the engagements of libraries/librarians in service provision for active national development. it provides a unique approach toward investigating the relevance of libraries and librarians in ensuring national development.
      Citation: Library Management
      PubDate: 2018-08-09T10:15:05Z
      DOI: 10.1108/LM-08-2017-0076
       
  • Reflecting the voice of the student
    • Abstract: Library Management, Ahead of Print.
      Purpose The purpose of this paper, conducted at Penn State University, is to inform a redesign of the library facility integrating a Collaboration Commons projected to cost over $20m. Design/methodology/approach A mixed-methods design comprised of observation, focus groups, conversations with students, interviews with Knowledge Commons personnel and a UX Café was employed. Researchers investigated the students’ need for workspaces and soft-seating. Findings Findings suggested that students generally come to the libraries with a goal of being productive and they value the productivity generated by spacious and well-designed workspaces over the comfort of soft-seating. Students desire an increase in the availability of workspaces. Originality/value These findings informed facility enhancement recommendations, and have been integrated into the program statement made available to design firms bidding on the renovation project.
      Citation: Library Management
      PubDate: 2018-08-07T12:43:30Z
      DOI: 10.1108/LM-10-2017-0102
       
  • Specialties and strategies in academic libraries: a cluster analysis
           approach
    • Abstract: Library Management, Ahead of Print.
      Purpose Professional work is becoming more specialized and diffused, with new specialties emerging on the boundaries of established professions. The purpose of this paper is to examine current specialties in academic librarianship in order to infer what strategies they employ. Design/methodology/approach This research uses a sample of 60 US research libraries to investigate current specialties in academic librarianship, in order to analyze and classify the specialties into groups based on similarities, and categorize academic libraries based on the staffing patterns identified, and illustrate the challenges and strategies of each classification. The sample was selected from the membership of the Association of Research Libraries, and designed to include both large and medium-sized research libraries. 888 different job titles were identified for 2,074 specialist positions extracted from staff directories containing information on 11,688 librarians. The positions were analyzed and classified using the framework provided by Cox and Corrall (2013), and the specialty composition of the libraries was investigated with Ward’s (1963) hierarchical method of cluster analysis, using 28 variables. Findings The cluster analysis identified subspecialties within the groups and revealed seven distinct staffing strategies of the libraries. Originality/value Describing specialties and strategies in academic libraries by cluster analysis based on huge data is a significantly novel and effective approach for capturing the concept of specialization.
      Citation: Library Management
      PubDate: 2018-08-07T12:39:30Z
      DOI: 10.1108/LM-10-2017-0114
       
  • Libraries as learning environments: the example of “Libraries for
           Everyone”
    • Abstract: Library Management, Ahead of Print.
      Purpose In this paper, the Libraries for Everyone Project and the studies carried out within the scope of the project are presented; the role of libraries as learning environments is discussed; and the data obtained from the library usage research/survey are shared. The paper aims to discuss these issues. Design/methodology/approach The research includes the findings of a questionnaire study that was applied in May, 2017 to 4,566 respondents from 147 libraries participating in the project. The population is represented with a 99% confidence level and a sampling error of 0.02. The sample size was decided based on the number of registered members in the libraries. Findings Municipal libraries have potential to be used as learning environments. Originality/value The usage survey reported in the study is the most comprehensive usage study on municipal libraries so far in terms of the number of participants. The Libraries for Everyone Project is the most extensive project implemented at municipal libraries in Turkey.
      Citation: Library Management
      PubDate: 2018-08-07T12:38:30Z
      DOI: 10.1108/LM-09-2017-0092
       
  • A taxonomy of the expected roles of librarians towards knowledge
           management
    • Abstract: Library Management, Ahead of Print.
      Purpose The purpose of this paper is to explore the connection between the various layers of roles and tasks of librarians with the various knowledge types and methods. Although there are multiple benefits anticipated with knowledge management (KM) schemes in libraries, the practical side of it among Library and Information Science (LIS) professionals is not yet notable or evident. Design/methodology/approach Taxonomy building and Delphi method were two means of research deployed to achieve the declared purpose. Findings It was possible to achieve several steps into structuring a taxonomy but yet further work has to be accomplished in order to consummate the taxonomy. For this, means of group interviewing method along with perhaps sponsorship of association relevant to librarianship might be an appropriate approach. Research limitations/implications Delphi process was not possible to be fully exercised and completed due to limitations of limited number of participants as well the overwhelming feeling of participants had toward the unfamiliar content. It would have been more rewarding to have physical meeting in groups to overcome such limitations. Originality/value This paper lays the foundation stone of a multi-layer taxonomy for roles of librarians toward KM. The taxonomy also unveils a dimension that librarians often miss when discussing KM. It also models the categories of knowledge types for LIS. Thus, the LIS community is urged to contribute in the development of this taxonomy which could become the handbook of reference in KM for librarianship.
      Citation: Library Management
      PubDate: 2018-08-06T02:30:51Z
      DOI: 10.1108/LM-08-2017-0081
       
  • Understanding and motivating academic library employees: theoretical
           implications
    • Abstract: Library Management, Ahead of Print.
      Purpose The purpose of this paper is to examine the levels of motivation and needs satisfaction of academic library employees, adopting Maslow’s hierarchy of needs to examine individuals’ motivation. Design/methodology/approach The study collects and analyzes quantitative survey data. The research population comprises 108 employees working across eight college libraries at Kuwait University. Findings While participants generally agreed that their needs were being satisfied at each of the five levels of Maslow’s hierarchy, they reported higher levels of satisfaction of their self-actualization and social needs. Self-actualization is the summit of Maslow’s motivation theory representing the quest for reaching one’s full potential as a person. Research limitations/implications One limitation is the relatively small sample size due to Kuwait having only one public university. Future research could overcome this limitation by investigating both private and public universities. Practical implications This research contributes significantly and in various ways to understanding motivation in a library setting. It elucidates many aspects of Maslow’s hierarchy of needs theory criticized in previous literature. Overall, the study’s results should be useful to scholars in the library field interested in motivation, to academic librarians and to managers in academia. Originality/value Though many prior studies have focused on motivation in a library setting, Maslow’s theory has been little considered in the context of academic libraries. This study uses a theoretical framework based on Maslow’s hierarchy of needs to understand and explain the levels of motivation and needs satisfaction of academic library employees.
      Citation: Library Management
      PubDate: 2018-08-06T02:30:36Z
      DOI: 10.1108/LM-10-2017-0111
       
  • Testing, testing: a usability case study at University of Toronto
           Scarborough Library
    • Abstract: Library Management, Ahead of Print.
      Purpose With the rise of virtual library users and a steady increase in digital content, it is imperative that libraries build websites that provide seamless access to key resources and services. The paper aims to discuss these issues. Design/methodology/approach Usability testing is a valuable method for measuring user habits and expectations, as well as identifying problematic areas for improvement within a website. Findings In this paper, the authors provide an overview of user experience research carried out on the University of Toronto Scarborough Library website using a mixture of qualitative and quantitative research methods and detail insights gained from subsequent data analysis. Originality/value In particular, the authors discuss methods used for task-oriented usability testing and card sorting procedures using pages from the library website. Widely applicable results from this study include key findings and lessons learned from conducting usability testing in order to improve library websites.
      Citation: Library Management
      PubDate: 2018-08-06T02:30:12Z
      DOI: 10.1108/LM-10-2017-0107
       
 
 
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