Customer-engineer relationship management for converged ICT service companies

Thanks to the advent of converged communications services (often referred to as ‘triple play’), the next generation Service Engineer will need radically different skills, processes and tools from today’s counterpart. Why? in order to meet the challenges of installing and maintaining services based on multi-vendor software and hardware components in an IP-based network environment. The converged services environment is likely to be ‘smart’ and support flexible and dynamic interoperability between appliances and computing devices. These radical changes in the working environment will inevitably force managers to rethink the role of Service Engineers in relation to customer relationship management. This paper aims to identify requirements for an information system to support converged communications service engineers with regard to customer-engineer relationship management. Furthermore, an architecture for such a system is proposed and how it meets these requirements is discussed

Supporting Collaborative Privacy-Observant Information Sharing Using RFID-Tagged Objects

RFID technology provides an economically feasible means to embed computing and communication capabilities in numerous physical objects around us, thereby allowing anyone to effortlessly announce and expose varieties of information anywhere at any time. As the technology is increasingly used in everyday environments, there is a heightening tension in the design and shaping of social boundaries in the digitally enhanced real world. Our experiments of RFID-triggered information sharing have identified usability, deployment, and privacy issues of physically based information systems. We discuss awareness issues and cognitive costs in regulating RFID-triggered information flows and propose a framework for privacy-observant RFID applications. The proposed framework supports users' in situ privacy boundary control by allowing users to (1) see how their information is socially disclosed and viewed by others, (2) dynamically negotiate their privacy boundaries, and (3) automate certain information disclosure processes

Academic E-Books: Publishers, Librarians, and Users

Academic E-Books: Publishers, Librarians, and Users provides readers with a view of the changing and emerging roles of electronic books in higher education. The three main sections contain contributions by experts in the publisher/vendor arena, as well as by librarians who report on both the challenges of offering and managing e-books and on the issues surrounding patron use of e-books. The case study section offers perspectives from seven different sizes and types of libraries whose librarians describe innovative and thought-provoking projects involving e-books. Read about perspectives on e-books from organizations as diverse as a commercial publisher and an association press. Learn about the viewpoint of a jobber. Find out about the e-book challenges facing librarians, such as the quest to control costs in the patron-driven acquisitions (PDA) model, how to solve the dilemma of resource sharing with e-books, and how to manage PDA in the consortial environment. See what patron use of e-books reveals about reading habits and disciplinary differences. Finally, in the case study section, discover how to promote scholarly e-books, how to manage an e-reader checkout program, and how one library replaced most of its print collection with e-books. These and other examples illustrate how innovative librarians use e-books to enhance users’ experiences with scholarly works.https://docs.lib.purdue.edu/purduepress_ebooks/1036/thumbnail.jp

Learners - should we leave them to their own devices?

Emerging technologies for learning report - Article exploring learner owned devices and their potential for edcuatio

User-centered design of the interface prototype of a business intelligence mobile application

Dissertação para obtenção do Grau de Mestre em Engenharia e Gestão IndustrialIn a society in constant technological evolution, companies try to equip themselves with tools that allow them to achieve, or maintain, the leadership position in the markets in which they compete in. Success often lies in the ability to exploit the existent Business Intelligence (BI) in the best possible way. Moreover, mobile devices such as smartphones and tablets assume themselves as elements with an increasingly preponderant use in the everyday life. In the convergence of these two factors, emerges the need to develop mobile “management facilitators”, capable of providing companies’ workers the access to BI, anywhere and at a few touches distance. To make this possible, not only does the correct information needs to be selected, but also organized and presented in a highly intuitive and easy to use way. It’s in this context that the work present in this dissertation emerges: User-Centered Design of the interface prototype of a Business Intelligence mobile application for a company in the retail industry. Thus, the goal of this dissertation resides in the development of an adequate interface, through the continuous interaction with a group of representative users in activities such as users’ needs assessment, interface design, heuristic evaluation and usability tests. From meetings with the users, 29 needs were identified for the BI application. These needs were later converted into functional requirements which originated two prototypes, one for smartphones and the other for tablets. These were subjected to a heuristic evaluation and tested through the application of the Cognitive Walkthrough method to representative users, to collect performance and satisfaction metrics. It was concluded that the designed interfaces were in accordance with 14 of the 16 heuristics, which led to three modifications on the interfaces. The Cognitive Walkthrough results showed that the interfaces are intuitive since all the tasks were completed with 100% success, in reasonable times and with a number of actions close to the ideal

Experiences While Selecting, Adapting and Implementing ERP Systems in SMEs: A Case Study

Enterprise Resource Planning (ERP) systems are important for all kinds of enterprises. The selection and implementation of such systems are very difficult and many projects do not meet their expectations. While large companies have financial and human resources to engage in such a project, the situation for smaller sized enterprises is different. They have only limited budget, human resources and experiences. Hence, this case study describes an EPR selection and implementation project at a small-sized enterprise by analyzing the selection and implementation procedure and its critical success factors

Academic E-Books

Academic E-Books: Publishers, Librarians, and Users provides readers with a view of the changing and emerging roles of electronic books in higher education. The three main sections contain contributions by experts in the publisher/vendor arena, as well as by librarians who report on both the challenges of offering and managing e-books and on the issues surrounding patron use of e-books. The case study section offers perspectives from seven different sizes and types of libraries whose librarians describe innovative and thought-provoking projects involving e-books