Bridging the gap between service provision and customer expectation

Purpose: The purpose of this paper is to serve as a reminder to all managers that they must understand their customers, from the customers’ perspective, and not make assumptions about customer needs. Design/methodology/approach: Customer Value Discovery workshops are held with undergraduate on-campus students and academic staff at Nottingham Trent University to identify customer values and irritations. Library staff participate in the workshops and vote as they expected their customers to vote. The gaps identified between staff assumptions of customer perceptions of service importance and performance serve as a catalyst for staff engagement in the change process that is necessary to deliver on the value propositions and reduce customer irritations. Findings: Library staff assumptions of customer perceptions were not always accurate. The gaps identified helped to engage staff in the change process that was necessary to improve perceptions of value and to reduce irritations. By explicitly addressing the value propositions with the aims of adding value and reducing irritation, student satisfaction with library services, as measured by two independent satisfaction surveys, improved considerably. Research limitations/implications: The research is based on two customer segments of one university library. The research should be repeated after a gap of three-four years to check if the value propositions and irritations have changed in that time. If so, the goals of the library’s operational plan would have to change to reflect the new value propositions

Bridging the divide in language and approach between pedagogy and programming: the case of IMS Learning Design

Even though the IMS Learning Design (IMS LD) specification has offered a way for expressing multiple-learner scenarios, the language thus provided is far from the language, teaching practitioners use. To bridge this divide, we have developed IMS LD authoring software that translates from the learning designer perspective to the technical perspective. To aid adequate software developments, an analysis was performed to identify uses of level B properties in expert units of learning. In a second analysis, which is described in this paper, these uses were matched with demands of typical pedagogical methods. Some restrictions of the IMS LD specification are pointed out in this regard. As an outcome of the analyses, interfaces employing pedagogical language were integrated in the IMS LD authoring software in order to provide teaching practitioners access to level B functionalities despite their highly technical nature

Linking an integrated framework with appropriate methods for measuring QoE

Quality of Experience (QoE) has recently gained recognition for being an important determinant of the success of new technologies. Despite the growing interest in QoE, research into this area is still fragmented. Similar - but separate - efforts are being carried out in technical as well as user oriented research domains, which are rarely communicating with each other. In this paper, we take a multidisciplinary approach and review both user oriented and technical definitions on Quality of Experience (including the related concept of User Experience). We propose a detailed and comprehensive framework that integrates both perspectives. Finally, we take a first step at linking methods for measuring QoE with this framework

Developing communication tools for resource management in western Alaska: an evaluation of the Western Alaska Landscape Conservation Cooperative coastal projects database

Master's Project (M.S.) University of Alaska Fairbanks, 2017Science communication is an essential component in decision-making for resource management in Alaska. This field aids in bridging knowledge gaps between scientists and diverse stakeholders. In 2014, the Western Alaska LCC developed a database cataloging the current coastal change projects in order to facilitate collaboration amongst researchers, managers, and the surrounding communities. In order to better inform similar outreach projects in other LCC regions, this MNRM project entailed an evaluation of this database between April and September 2016 and comprised a ten-question phone interview with the database participants and other involved personnel. Results from this evaluation can help refine the database to better suit its users' needs in the future, and it can also inform the creation of similar tools in other LCC regions. This project evaluated the use and usability of the Western Alaska LCC Coastal Change Database. First, I review coastal change and its impacts on Western Alaska. Next, I explore how institutions can respond to these changes and what resources they can use, including decision-support tools. I then provide examples of different decision-support tools (both in academic literature and in Alaskan projects) and discuss methodologies for evaluating their use. Interview results are then reported. The evaluation of the WALCC Coastal Change Database indicated that the tool was mostly used to enhance general understanding of the research occurring in the region. Respondents were less likely to use it for time-intensive tasks such as collaboration. Respondents also indicated that a place exists for tools like this database to flourish, but they need 1) persistent outreach, 2) a dynamic design, and 3) immediate benefits for users' time. In the future, regular updates and frequent outreach could improve the database's usability and help maintain its credibility

Low-Cost Air Quality Monitoring Tools: From Research to Practice (A Workshop Summary).

In May 2017, a two-day workshop was held in Los Angeles (California, U.S.A.) to gather practitioners who work with low-cost sensors used to make air quality measurements. The community of practice included individuals from academia, industry, non-profit groups, community-based organizations, and regulatory agencies. The group gathered to share knowledge developed from a variety of pilot projects in hopes of advancing the collective knowledge about how best to use low-cost air quality sensors. Panel discussion topics included: (1) best practices for deployment and calibration of low-cost sensor systems, (2) data standardization efforts and database design, (3) advances in sensor calibration, data management, and data analysis and visualization, and (4) lessons learned from research/community partnerships to encourage purposeful use of sensors and create change/action. Panel discussions summarized knowledge advances and project successes while also highlighting the questions, unresolved issues, and technological limitations that still remain within the low-cost air quality sensor arena

A requirements engineering framework for integrated systems development for the construction industry

Computer Integrated Construction (CIC) systems are computer environments through which collaborative working can be undertaken. Although many CIC systems have been developed to demonstrate the communication and collaboration within the construction projects, the uptake of CICs by the industry is still inadequate. This is mainly due to the fact that research methodologies of the CIC development projects are incomplete to bridge the technology transfer gap. Therefore, defining comprehensive methodologies for the development of these systems and their effective implementation on real construction projects is vital. Requirements Engineering (RE) can contribute to the effective uptake of these systems because it drives the systems development for the targeted audience. This paper proposes a requirements engineering approach for industry driven CIC systems development. While some CIC systems are investigated to build a broad and deep contextual knowledge in the area, the EU funded research project, DIVERCITY (Distributed Virtual Workspace for Enhancing Communication within the Construction Industry), is analysed as the main case study project because its requirements engineering approach has the potential to determine a framework for the adaptation of requirements engineering in order to contribute towards the uptake of CIC systems

Re-Framing the knowledge to action challenge through NIHR knowledge mobilisation research fellows. Comment on “CIHR Health System Impact Fellows: Reflections on ‘Driving Change’ Within the Health System"

The ambition of the Canadian Institutes for Health Research (CIHR) Health Service Impact (HIS) Fellowship initiative to modernise the health system is impressive. Embedded researchers who work between academia and non-academic settings offer an opportunity to reframe the problem of evidence uptake as a product of a gap between those who produce knowledge and those who use it. As such, there has been an increasing interest in the potential of people in embedded research roles to work with stakeholders in the co-production of knowledge to address service challenges. In this commentary, we draw on research and experiential evidence of an embedded researcher initiative, which has similar intentions to the HIS Fellowships programme: the National Institute for Health Research (NIHR) Knowledge Mobilisation Research Fellowship (KMRF) scheme. We outline the similarities and differences between the two schemes, and then consider the work, characteristics and skills, and organisational arrangements evident in operationalising these types of roles

Problems and Opportunities of Interdisciplinary Work involving Users in Speculative Research for Innovation of Novel ICT Applications

In this article we focus upon some challenges of multidisciplinary teams working interdisciplinary in research for innovation of novel ICT applications. We start by defining some general challenges of especially social scientists when working interdisciplinary. The formulated challenges are grounded in our personal experiences. In the next part of the article we focus upon research methods that are used when involving users in the research of novel ICT applications. We shortly describe the different methods and the value they have for social scientists, designers, marketing people and engineers. In the latest part of the article we argument why, from our opinion, using this speculative research methods involving users can help facilitating interdisciplinary work