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Library Research Skills. Com 4114 Crisi s Communication. Presented by Teresa To, Subject Librarian for COM. 26 Feb 2014. Intended Learning O utcomes. At the end of the session, you will learn the following: Formulate search statement for the topic/case chosen

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library research skills

Library Research Skills

Com 4114 Crisis Communication

Presented by Teresa To, Subject Librarian for COM

26 Feb 2014


Intended Learning Outcomes

At the end of the session, you will learn the following:

  • Formulate search statement for the topic/case chosen
  • Identify information sources in order to locate information
  • List criteria to evaluate sources of information
  • Know the importance of citing sources of information
case study on crisis management
Case Studyon Crisis Management

The Horse Meat Scandal

  • Horse meat scandal blamed on 'pursuit of cheap food‘
    • Published: Farmers Guardian 8 Feb 2013
  • IKEA Investigates Horse-Meat Meatballs, Files Report Against Supplier
    • Published: The Huffington Post 05 Mar 2013
  • Horse Meat Free and Back on the Menu: Ikea Meatballs
    • Http://
    • Published: CNBC 21 Mar 2013
when an event occurs
When an Event Occurs

Published on Feb 15, 2013

Meat products from across Europe have been found to be contaminated with horse meat - it is a scandal that says a lot about modern eating habits and the desire for ever cheaper processed food. In some cases, ready meals like beef lasagne, were found to contain up to 99 percent horsemeat.

questions to ask
Questions to Ask
  • Is this true?
  • How do you verify the issue?
  • What are people saying about it?
  • What is the damage?
  • If you were hired to manage the crisis, how would you rectify this situation?
formulate a s earch s tatement
Formulate a Search Statement
  • A search statement may consist of single words, phrases, and/or combined terms describing your topic that you will use to search for relevant information.
  • It applies to searching library catalogues for books, library databases for journal articles and search engines on the Internet (like Google) when you are looking for information on a topic.
searching effectively
Searching Effectively

What are the public opinions on the horsemeat scandal?

How Ikea managed the crisis?

…Can’t you just type the above topic into a database?

…Yes, but you may not get accurate results i.e. too few or none.

This means that you may miss out on some useful information because this is not the most effective way to search for information

combining your k eywords
Combining Your Keywords

Use the Boolean operators

And, Or, Not

to combine keywords

the truncation symbol
The Truncation Symbol *

Make searching easy…

cut down the typing…

and get great results by

using the truncation symbol,

the asterisk


communication, communicated,


communicating, etc.


will find:

phrase searching
“Phrase Searching”

Use quotation marks to search for a phrase

  • e.g. “Horse Meat”
  • e.g. “Crisis Communication”

Using quotation marks ensures that you retrieve words in the exact order which means that you will find more relevant results.

information timeline
Information Timeline
  • Journal
  • Cloning
  • Newspaper

An Event Occurs

Same Day

Day after




  • Magazine
  • Blog
  • Listserv
  • Internet
  • Radio
  • TV
  • Book
ways to collect and share information
Ways to Collect and Share Information



Popular Information

Scholarly information

Daily Life

At CityU





why not j ust u se google
Why Not Just Use Google?

Web resources

Google & other search engines

More authoritative and reliable for academic purposes, including peer-reviewed and scholarly materials

Library resources

Most resources on the Web are unfiltered. Information found using search engines does not go through a review process

More organized materials, selected, reviewed, and classified by librarians

Resources are updated regularly

Links may be “dead,” and information may beoutdated

Library resources are not free. The Library pays a fee for access to them. Many are available in full-text in electronic format

Free Internet resources may notbe available in full-text

  • When to use them?
    • When you want to find:
      • an overview of a topic
      • comprehensive information on a topic
      • historicalinformation
      • a summary of research on a topic
  • Books do not have the most recent information on a topic.
  • Books do not usually focus on very specific, narrow topics.
how to locate b ooks
How to Locate Books?

The Library catalogue – Two interfaces for your convenience

Library Catalogue 2.0

  • A single search box
  • Use when you want to do a broad search to see what the Library has on your topic

Classic Library Catalogue

  • Search particular fields (e.g. author, title, call number, etc)
  • Use when you want to conduct a more specific search
  • It’s mobile!
  • When to use them?
    • When you need
      • Current research, scholarly research on a specific topic
        • Scholarly journals

- When you need

      • Informationabout current events, opinions, and diverse topics of popular interests
        • Magazines, Newspapers

Many Library-subscribed newspaper, magazine and journal articles are available only online via Library databases.

library databases
Library Databases
  • When to use them?
    • When you need journal articles on

e.g. Horsemeat Scandal

    • Need to find research papers or articles in scholarly journals, newspapers or magazines but have no information about where to find the relevant papers or articles
    • Do not want to browse through each issue of a periodical to find articles relevant to a particular topicor to see the latest research

….Search one of the Library’s databases

e.g. Communication & Mass Media Complete

how to access a database
How to Access a Database

Select the Databases tab on the Library’s home page.

Select your subject area to see a list of relevant databases


To search for information about your company, you can find relevant newspaper articles from sources like WiseNews.

Library homepage  e-resources  databases  title list  “w”  WiseNews

To search, click on “Wisers Information Portal”

wisers information portal
Wisers Information Portal

Enter keywords horsemeat and “horse meat”

Change the date range to approx. when the crisis took place ex. 2013-01-01 – 2014-02-19

3. Select your region

4. Click Search


Horsemeat scandal = 129

“horsemeat scandal” = 97

Horsemeat scandal and Ikea = 13

“Horsemeat scandal” and Ikea = 6

company information
Company Information

Learn about your stakeholders by using Hoover’s Company Profiles!

Library homepage  e-resources  databases  title list  “H”  Hoover’s Company Profile

Enter the name of company and click the magnifying glass to search!

social media
Social Media

Social media. What is it?

Web based tools that are collectively referred to as social media.

Help people to share information, exchange ideas, and create content over the web.

Help people to connect to other people in a virtual environment.

Provides a real time view i.e. information as it happens.

e.g. company disclosures, news, announcements, instant response to events, instant feedback.


Social Media Tools

Source: Hill, M. E. (2013) Marketing strategy: The thinking involved. Thousand Oaks, Calif.: Sage.


real time s earch t ools for social m edia
Real Time Search Tools for Social Media

Free tools are available to help you search across a range of social media

Information found in social media is

not always reliable.

-unlike information found in sources such as the Library’s databases (academic journals, company profiles) or company web sites.

Doesn’t represent everyone’s views - just those who like to use social media

Not every company or business organization has a presence on social media

Search Tweets from 2006 onwards, images & links. Use it to track “sentiment” “influencers” e.g. top brands

Use it with Caution in Your Research!

where to start s earching
Where to Start Searching

This depends on the sort of information you need

evaluate information sources
Evaluate Information Sources

Consult the Beginning Your Research Guide:

Library Homepage Research Guides  Beginning Your Research

Access directly:

Ensure you’re looking at the verified company page

or product/brand page.

If possible, cross check information you find in social media in ‘traditional’ sources. E.g. news sources/websites, business journals, company profiles.

If you can’t verify it

…use with caution in your research!

why should you cite information sources
Why Should You Cite Information Sources?

Now you’ve found the sources: books, journal articles, or even web sources…you need to cite them because:

  • Other researchers may wish to read some of the journal articles, books or other sources that you have referred to when writing your research.
  • It proves that you have consulted research for your work, giving your assignment academic credibility.
  • It protects you from allegations of plagiarism.

Using other people’s ideas, whether they are from books, magazine or journal articles, non-print materials, Internet sources, etc., without acknowledging the sources is

Academic Dishonesty

plagiarism why should y ou c are
Plagiarism - Why Should You Care?

The City University of Hong Kong “Rules of Academic Honesty” states:

  • “Academic honesty is central to the conduct of academic work. Students are expected to present their own work, give proper acknowledgement of other’s work, and honestly report findings obtained.”

If you are studying or doing research in the academic world, you have to follow the rules.

City University of Hong Kong. (n.d.). Rules on academic honesty. Retrieved from

citing information sources citation s tyle
Citing Information Sources - Citation Style
  • When someone else’s ideas are used, from wherever they are (books, journals, websites, videos, lectures), always

Cite the Information Sources

  • Citation style – Use APA style to cite sources in your assignments or projects
    • Always consult the latest edition and printing
    • Publication Manual of the American Psychological Association, 6th edition, second printing

Consult the Beginning Your Research Guide:

Library homepage Research Guides  Citing Sources of Information

Access directly:

activity research on another case
Activity – Research on Another Case

We will not place any further orders with our suppliers for products containing angora wool until we have concluded these visits [to farms] and reviewed the findings

Marks & Spencer statement

useful resources
Useful Resources

News Databases:

  • WiseNews
  • Factiva
  • Press releases of the company in question

Articles on stakeholder analysis/ public relation crisis:

  • Communication & Mass Media Complete

Company profiles:

  • Hoover’s Company Profiles
  • Business Source Complete

Social Media

  • Facebook and blogs are great sources of public opinions

Library Research Guides

  • Citing Sources of Information
  • General Information & More  Resources for Course-related Library sessions  Crisis Communication Research Guide