Empowering customer engagement by informative billing: a European approach

Programmes aimed at improving end-use energy efficiency are a keystone in the market strategies of leading distribution system operators (DSOs) and energy retail companies and are increasing in application, soon expected to become a mainstream practice. Informative services based on electricity meter data collected for billing are powerful tools for energy savings in scale and increase customer engagement with the energy suppliers enabling the deployment of demand response programmes helping to optimise distribution grid operation. These services are completely in line with Europe’s 2020 strategy for overall energy performance improvement (cf. directives 2006/32/EC, 2009/72/EC, 2012/27/EU). The Intelligent Energy Europe project EMPOWERING involves 4 European utilities and an international team of university researchers, social scientists and energy experts for developing and providing insight based services and tools for 344.000 residential customers in Austria, France, Italy and Spain. The project adopts a systematic iterative approach of service development based on envisaging the utilities’, customers’ and legal requirements, and incorporates the feedback from testing in the design process. The technological solution provided by the leading partner CIMNE is scalable open source Big Data Analytics System coupled with the DSO’s information systems and delivering a range of value adding services for the customer, such as: - comparison with similar households - indications of performance improvements over time - consumption-weather dependence - detailed consumption visualisation and breakdown - personalised energy saving tips - alerts (high consumption, high bill, extreme temperature, etc.) The paper presents the development approach, describes the ICT system architecture and analyses the legal and regulatory context for providing this kind of services in the European Community. The limitations for third party data access, customer consent and data privacy are discussed, and how these have been overcome with the implementation of the “privacy by design” principle is explained

A Human-centric Perspective on Digital Consenting: The Case of GAFAM

According to different legal frameworks such as the European General Data Protection Regulation (GDPR), an end-user's consent constitutes one of the well-known legal bases for personal data processing. However, research has indicated that the majority of end-users have difficulty in understanding what they are consenting to in the digital world. Moreover, it has been demonstrated that marginalized people are confronted with even more difficulties when dealing with their own digital privacy. In this research, we use an enactivist perspective from cognitive science to develop a basic human-centric framework for digital consenting. We argue that the action of consenting is a sociocognitive action and includes cognitive, collective, and contextual aspects. Based on the developed theoretical framework, we present our qualitative evaluation of the consent-obtaining mechanisms implemented and used by the five big tech companies, i.e. Google, Amazon, Facebook, Apple, and Microsoft (GAFAM). The evaluation shows that these companies have failed in their efforts to empower end-users by considering the human-centric aspects of the action of consenting. We use this approach to argue that their consent-obtaining mechanisms violate principles of fairness, accountability and transparency. We then suggest that our approach may raise doubts about the lawfulness of the obtained consent—particularly considering the basic requirements of lawful consent within the legal framework of the GDPR

Factors influencing the success of computer mediated communication (CMC) environments in university teaching: a review and case study

Despite its potential benefits, the effectiveness of CMC when used to support learning in higher education is very variable, making it important to identify those factors which best predict successful implementations. A review of the literature from the past few years, presented in the first half of this paper, suggests that, consistent with Activity Theory (Leont'ev, 1978), the critical factors are those which provide a context and rationale for online communication by helping users to establish a shared purpose. However, generating empirical support for this hypothesis presents two kinds of methodological problem: specifying the methods and measures necessary to discern the existence and impact of shared purpose; and dealing with the difficulties of making controlled comparisons in this area. The second half of the paper illustrates, via an implementation case study, something of how these methodological problems might be resolved, and presents evidence in favour of the central importance of shared purpose

Selling fashion: realizing the research potential of the House of Fraser archive, University of Glasgow Archive Services

The House of Fraser archive is a rich resource for the study of the development of fashion retailing in Britain since the mid-nineteenth century. It is, however, underexploited by textile, fashion and retail historians. During the summer of 2009, the University of Glasgow archive services will complete an Arts and Humanities Research Council-funded project which seeks to improve the accessibility of the Archive. Adopting a progressive approach to archival description, the project is developing an innovative online catalogue, providing fuller access to information about the Archive and the resources contained within it

The Visual Driver; promoting clarity and coherence

Drawing from a research-based case study for a vision support charity, this professional paper articulates the role of a 'visual driver' as a key tool in shaping a rebranding. The 'visual driver' is a visual-based rubric of nine subjects, each with an image critically selected to capture the personality and essence of an entity. The paper discusses challenges around identifying the subtleties of a brand, how it behaves, its world outlook, its tone of voice. All difficult to define. However, once established, the designer’s journey towards creating a successful brand with personality becomes clear. Furthermore, the participatory nature of the 'visual driver' rubric – as it passes between designer and client, communicates early ideation as well as initiating an informed dialogue between multiple parties. The flexibility, accessibility and the participatory nature of this method are especially critical when working alongside clients with sensory impairments. The case study within the paper demonstrates the flexibility of the ‘Visual Driver’ to incorporate textures which enhance the effectiveness of the tool for an organisation dealing with visual impairment. The paper articulates how the 'visual rubric' enables designers to work collaboratively with clients, comparing their creative thinking and ensuring a better awareness and understanding of the brand challenges from client and end-user perspectives. Increasingly, developing a modern brand strategy demands a multiplicity of additional sensory feedback— aural, touch sonic etc. The paper concludes by presenting and discussing how a multisensory 'visual driver' was used to facilitate a rebrand

Usability Engineering and PPGIS - Towards a Learning-improving Cycle

July 21 - 2

Participatory design and participatory development: a comparative review

This paper examines literature in the twin domains of participatory interactive systems design and participatory approaches to international development. As interactive systems are increasingly promoted as a possible means of achieving international development goals, designers generally agree that participatory design approaches should be applied. However, review of the literature reveals that these two different traditions have more complex relationships, and questions must be asked about: the aims of participation, the forms of participation that are being advocated, and the skills and strategies required of practitioners. The findings suggest that successful integration of participatory interactive systems design into development will require careful reflection on the nature of development and the approaches adopted.</p

E-learning as a Vehicle for Knowledge Management

Nowadays, companies want to learn from their own experiences and to be able to enhance that experience with best principles and lessons learned from other companies. Companies emphasise the importance of knowledge management, particularly the relationship between knowledge and learning within an organisation. We feel that an e-learning environment may contribute to knowledge management on the one hand and to the learning need in companies on the other hand. In this paper, we report on the challenges in designing and implementing an e-learning environment. We identify the properties from a pedagogical view that should be supported by an e-learning environment. Then, we discuss the challenges in developing a system that includes these properties