Kiosks in retailing: the quiet revolution

Kiosks have the potential to be a significant application of IT in retailing, information provision and service delivery. This article discusses and analyses the application of kiosks as a channel for in-store service delivery. For these kiosks a taxonomy that characterises kiosks by their function: inform, interact, transact and relate is proposed. Eight case study examples of in store kiosks are analysed in using a framework that includes environment, task, audience, and technology. Included are: kiosks used by Halifax, Daewoo, Argos, Ikea, Debenhams, GNER, Sainsbury’s. and Boots. Both the taxonomy and the framework provide a basis for further analysis of the role of kiosks in service delivery, by allowing analysis and discussion of individual kiosks to be contextualised within a wider framework. </p

The Role of Health Kiosks in 2009: Literature and Informant Review

Kiosks can provide patients with access to health systems in public locations, but with increasing home Internet access their usefulness is questioned. A literature and informant review identified kiosks used for taking medical histories, health promotion, self assessment, consumer feedback, patient registration, patient access to records, and remote consultations. Sited correctly with good interfaces, kiosks can be used by all demographics but many ‘projects’ have failed to become routine practice. A role remains for: (a) integrated kiosks as part of patient ‘flow’, (b) opportunistic kiosks to catch people’s attention. Both require clear ‘ownership’ to succeed

Bridging the digital divide for hard-to-reach groups

Boeltzig and Pilling identified specific groups of people who typically are not connected to the Internet and examined the circumstances of each - rural, poor, disabled, seniors, and ethnic minorities. They focused on how these groups of people, such as homebound individuals, could benefit most from using online government services. They also identified technical as well as social barriers that limit access. Their recommendations are aimed at both increasing access for these targeted groups and increasing use by individuals in the targeted groups. They also provide valuable recommendations aimed at service or application providers who have a major role in increasing both access and accessibility. The case studies resulted in insights and lessons that are broadly applicable. Based on the case studies, the authors offer recommendations that are practical and serve as useful guides to practitioners and policy makers at all levels of government

Interactive Virtual Directory for Shopping Mall (Suria KLCC)

As Internet-related technology advances rapidly, the number of system presenting information using VR techniques are also increasing to promote better understanding of information. The use of static directory nowadays is still very much lacking and not encouraging as an information provider. This is due its inability provide user adequate quality information in an interesting and interactive manner. The objective ofthis system is to help shopping mall visitors to know the direction of where they are and where they are going by using simple, intuitive, observable and interactive directory system. With the combination of VR technology and Interactive Directory, an Interactive Virtual Directory for Shopping Mall that provided with adequate information been developed. To form the basis of the system development, a pre-survey questionnaire was conducted to find out customers opinion on static directories. The result of the survey showed that 70% or 35 out of 50 respondents know and understand the VR technology.The results of the analysis provide motivations for the development of the interactive virtual directory system The development of the system is based on the approach proposed by Kulwinder Kaur's design framework which will analyze the requirement and project scope, task and domain of the project, the designation of the environment, designation of user support and navigational tools and also evaluation by determine the prototype and iterative process. The results of an evaluation on the system shows that by having experience on both static and virtual map help user precisely understand the system. However if the mouse click application could be replaced with the touch screen application, it help user to navigate easily. In conclusion, a directory with additional functionalities could be an informative and more usable director

Study on risks and opportunities of digitalisation for financial inclusion. The perspective of vulnerable users in Estonia, Italy and UK with a focus on groups covered by the European Accessibility Act

The digitalization of financial services presents an unprecedented opportunity to increase the financial autonomy of millions of vulnerable people across the European Union. Implemented carefully, with reference to their needs, digitalization can benefit vulnerable groups, society as a whole, and - not least - the financial services organizations, which stand to gain from attracting more customers. But vulnerable people are not currently benefiting from this digitalization as best practise design and specifications are not always followed. There appears to be a lack of commitment on behalf of the financial institutions to use this opportunity to benefit the most vulnerable in society. This report aims to describe how digitalization, in the form of online banking services, is affecting end-users in vulnerable groups. It was commissioned by the European Commission for the Financial Service User Group (FSUG) and examines the state of financial inclusion of vulnerable people in the United Kingdom, Estonia and Italy. The report deals with view of the end-users, in particular it presents detailed information from the point of view of people with disabilities given the current context of the European Accessibility Act. Relevant responses were received from a range of end-users and organisations of end-users. In particular detailed comments were received from end-users and organisations of people with a sensory impairment. The report focuses on the provision made by the financial sector for accessibility to services, in particular through ticket machines, Point of Sale machines (PoS terminals), Automated Teller Machines (ATMs) and personal devices such as mobile phones. The study involved extensive qualitative research with people at risk of digital exclusion, due to the introduction of digital financial systems. We also spoke to representatives of organizations which act on behalf of vulnerable groups. The study also made use of quantitative secondary statistics from existing studies on technology and services. The results present a mixed picture of the current situation to financial inclusion. The results show that many of the respondents (both individual users and representative organisations) reported that some systems were useable but added that if a particular user could not use them a third party would act on their behalf. The use of carers and other intermediaries is problematic as it can both remove the autonomy of the end-user and facilitate financial crime against them. Meanwhile many end-users expressed fear of digital financial systems when they were not accessible and when they did not provide information in the form that the end-user could understand. On a positive side, the report found some reassuring information on how digital financial systems could enable vulnerable end-users to use and access their money in a time and place that was suitable for them. This was particularly true for deaf or hearing-impaired ATM users. The report also highlights that despite there being legislation in all three countries it is adopted in very different ways. This includes access to information provided by government departments' online services and by banking service providers. The use of best practise approaches to assist vulnerable people was found to not be used consistently resulting in different levels of accessibility in all three the countries for different users. The research identified a number of positive examples of alternative practise that enabled safe and practical access to digital financial systems. But the main findings were that there is a lack of knowledge about accessible systems and processes among financial services institutions together with a lack of knowledge of the demand for these systems from users. Knowledge-sharing among institutions and countries could be of great value here to assist in inclusion in financial digital services. Results of the findings suggest that there is further work that can be done in this area for financial inclusion of vulnerable people. The comparison of the three countries in the study found that whilst technology can assist these people, it is often used by the financial sector to provide efficiency in business processes, often at the cost of access to those that are vulnerable. The following recommendations are based on the research findings carried out in the study. 1 The financial sector should consider the impact of change, innovation in technology and access to technology when providing: a. New services b. Amending services c. Curtailing services due to the adoption of technological solutions and efficiency driving measures d. Training for employees administering the services e. The sector should anticipate vulnerable people’s requirements for assistance, training and accessibility. Investment in new innovation should not be at the expense of exclusion of any sector of the population. The advancements in financial services and increasing use of alternate financial systems should be recognised by the regulated sector and provisions be made to assist all users and vulnerable users. This includes the training of employees to anticipate the requirements and difficulties that vulnerable persons may experience. Protection of vulnerable peoples should be at the forefront of those in the financial sector and the consideration of increasing lifespan of people globally means that vulnerability changes over a lifespan. Therefore, a concerted effort should be made for users that are currently vulnerable, those that may become vulnerable by ensuring security measures are safe but do not exclude this user group. This may be achieved developing technology, improving usability methods, recognition and secure measures for third party carer givers. 2 Financial service providers should ensure that technology and services are accessible (online and in person), that they meet local and EU accessibility legislation and best practise criteria and that they adopt the recommendations of organisations such as the W3C. This would ensure all users would experience similar security and autonomy when accessing services. 3 Interest groups that represent vulnerable persons should consider more effective strategies to represent the concerns of the vulnerable at national levels in Estonia and Italy, whereas such groups in the UK have more direct involvement with providers of financial services. Such concerted co-ordination will increase the recognition of how financial service providers should meet their obligation of inclusivity and accessibility. 4 Information on alternative ways of accessing services including the use of talking ATMs should be published by both the financial institutions and local and regional support groups to enable end-users to make informed decisions about their use of digital financial services. 5 Recognition must be given to the use of care givers acting as conduits to financial services. Secure measures must be designed to protect vulnerable persons, care givers and the financial service providers from a. Prospect of financial crime b. Risk in using carers to terms and conditions of these providers Furthermore, consideration needs to be given as to the transparent response mechanisms to be provided and action to be taken if financial crime takes place, that takes into account vulnerabilities of the user

Assessing Customer Service in Airports – Models from the UAE

Customer service at airports has become a key priority for airport operators given the high degree of competitions. This paper uses an airport customer service model to analyze three examples from the United Arab Emirates (UAE). Passenger interviews, statistical information, customer feedback and other forms of information have been utilized to learn more about the customer view on the quality of service offered at these three airports. Detailed qualitative analysis of these case studies has highlighted some key issues in the area of customer service and identifies some opportunities for improvement

Computer-assisted versus oral-and-written dietary history taking for diabetes mellitus

Background: Diabetes is a chronic illness characterised by insulin resistance or deficiency, resulting in elevated glycosylated haemoglobin A1c (HbA1c) levels. Diet and adherence to dietary advice is associated with lower HbA1c levels and control of disease. Dietary history may be an effective clinical tool for diabetes management and has traditionally been taken by oral-and-written methods, although it can also be collected using computer-assisted history taking systems (CAHTS). Although CAHTS were first described in the 1960s, there remains uncertainty about the impact of these methods on dietary history collection, clinical care and patient outcomes such as quality of life. Objectives: To assess the effects of computer-assisted versus oral-and-written dietary history taking on patient outcomes for diabetes mellitus. Search methods: We searched The Cochrane Library (issue 6, 2011), MEDLINE (January 1985 to June 2011), EMBASE (January 1980 to June 2011) and CINAHL (January 1981 to June 2011). Reference lists of obtained articles were also pursued further and no limits were imposed on languages and publication status. Selection criteria: Randomised controlled trials of computer-assisted versus oral-and-written history taking in patients with diabetes mellitus. Data collection and analysis: Two authors independently scanned the title and abstract of retrieved articles. Potentially relevant articles were investigated as full text. Studies that met the inclusion criteria were abstracted for relevant population and intervention characteristics with any disagreements resolved by discussion, or by a third party. Risk of bias was similarly assessed independently. Main results: Of the 2991 studies retrieved, only one study with 38 study participants compared the two methods of history taking over a total of eight weeks. The authors found that as patients became increasingly familiar with using CAHTS, the correlation between patients' food records and computer assessments improved. Reported fat intake decreased in the control group and increased when queried by the computer. The effect of the intervention on the management of diabetes mellitus and blood glucose levels was not reported. Risk of bias was considered moderate for this study. Authors' conclusions: Based on one small study judged to be of moderate risk of bias, we tentatively conclude that CAHTS may be well received by study participants and potentially offer time saving in practice. However, more robust studies with larger sample sizes are needed to confirm these. We cannot draw on any conclusions in relation to any other clinical outcomes at this stage

User Satisfaction of Library Resources and Services: A Case Study of Krishnadas Shama Goa State Central Library

The present study examines the user satisfaction of library resources and services in Krishnadas Shama Goa state central Library. Structured questionnaires were distributed among 200 users to collect their opinions regarding the frequency and purpose of their visit to the library. 160 questionnaires were received and analyzed. The study highlights the opinion of respondents about the available resources, facilities, and services in the library. In this study, it was found that the majority of the respondents are satisfied with the resources and services in the library. The study concludes that the library needs to integrate training program for library users as well as staff for effective utilization of resources and services. There is also need to take Regular feedback from visitors and library members