442 research outputs found

    A framework to evaluate user experience of end user application security features

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    The use of technology in society moved from satisfying the technical needs of users to giving a lasting user experience while interacting with the technology. The continuous technological advancements have led to a diversity of emerging security concerns. It is necessary to balance security issues with user interaction. As such, designers have adapted to this reality by practising user centred design during product development to cater for the experiential needs of user - product interaction. These User Centred Design best practices and standards ensure that security features are incorporated within End User Programs (EUP). The primary function of EUP is not security, and interaction with security features while performing a program related task does present the end user with an extra burden. Evaluation mechanisms exist to enumerate the performance of the EUP and the user’s experience of the product interaction. Security evaluation standards focus on the program code security as well as on security functionalities of programs designed for security. However, little attention has been paid to evaluating user experience of functionalities offered by embedded security features. A qualitative case study research using problem based and design science research approaches was used to address the lack of criteria to evaluate user experience with embedded security features. User study findings reflect poor user experience with EUP security features, mainly as a result of low awareness of their existence, their location and sometimes even of their importance. From the literature review of the information security and user experience domains and the user study survey findings, four components of the framework were identified, namely: end user characteristics, information security, user experience and end user program security features characteristics. This thesis focuses on developing a framework that can be used to evaluate the user experience of interacting with end user program security features. The framework was designed following the design science research method and was reviewed by peers and experts for its suitability to address the problem. Subject experts in the fields of information security and human computer interaction were engaged, as the research is multidisciplinary. This thesis contributes to the body of knowledge on information security and on user experience elements of human computer interaction security regarding how to evaluate user experience of embedded InfoSec features. The research adds uniquely to the literature in the area of Human Computer Interaction Security evaluation and measurement in general, and is specific to end user program security features. The proposed metrics for evaluating UX of interacting with EUP security features were used to propose intervention to influence UX in an academic setup. The framework, besides presenting UX evaluation strategies for EUP security features, also presents a platform for further academic research on human factors of information security. The impact can be evaluated by assessing security behaviour, and successful security breaches, as well as user experience of interaction with end user programs

    Proceedings of the First Karlsruhe Service Summit Workshop - Advances in Service Research, Karlsruhe, Germany, February 2015 (KIT Scientific Reports ; 7692)

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    Since April 2008 KSRI fosters interdisciplinary research in order to support and advance the progress in the service domain. KSRI brings together academia and industry while serving as a European research hub with respect to service science. For KSS2015 Research Workshop, we invited submissions of theoretical and empirical research dealing with the relevant topics in the context of services including energy, mobility, health care, social collaboration, and web technologies

    Exploring the Utility of Patient Stories on Social Media for Healthcare Quality Improvement

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    This thesis explores the phenomenon of patient stories on social media. This phenomenon represents the intersection of two phenomena: patient experience and social media. Healthcare experience refers to the interactions of a patient with the healthcare system members, including the nurses, physicians, and staff, and the resultant emotional and behavioural effects of these interactions on patients, including patient satisfaction, patient commitment to health, and patient adherence to treatment plans. Social media refers to the internet-based applications that enable people to communicate, interact, publish, and exchange all types and formats of information, including text, pictures, audio, and video. Patient stories on social media refer to patients' posts that describe their healthcare experiences. This thesis aims to assess the utility of patient stories on social media for healthcare quality improvement and explore the health system and policy factors that can positively or negatively affect this utility in the healthcare system in Ontario. The thesis is comprised of an introduction chapter, a theoretical perspective chapter, four studies presented in chapters 3 to 6, and a conclusion chapter. Additional material is provided in several appendixes, including a definitions section in Appendix 1.A. The first study seeks to understand the perspectives of healthcare providers and administrators in Ontario regarding the factors affecting the patient experience. Qualitative data were collected between April 2018 and May 2019 by interviewing 21 healthcare providers and administrators in Ontario. Interviewees included physicians, nurses, optometrists, dietitians, quality managers, and policymakers. The study findings show that there are two perspectives on patient experience: the biomedical perspective, which prioritizes health outcomes and gives high weights to healthcare experience factors that can be controlled by healthcare providers, while ignoring other factors, and the sociopolitical perspective, which recognizes the impacts of healthcare politics and the social context of health on patient experience in Ontario. The second study explores the perspectives of healthcare providers and administrators on patient stories on social media and whether they can be used for evaluating healthcare experiences. Data were collected between April 2018 and May 2019 by interviewing the 21 healthcare providers, and administrators in Ontario noted in study one. Study findings show that several barriers prevent healthcare providers from realizing the benefits of social media, including the professional healthcare standards and codes of conduct, the time and effort required to process these stories, and the significant number of stories on social media, which also increase the time needed to process these stories. The third study analyzes the social media policies of the healthcare regulatory authorities, which are the regulating and licensing bodies in Ontario, and explores how these policies encourage or discourage the use of social media by healthcare providers. The study uses document analysis and qualitative content analysis to analyze social media policies and guidelines of some healthcare colleges in Ontario issued between 2013 and 2019. The study findings show that in the healthcare system in Ontario, social media is perceived as a source of risks to the healthcare professions and professionals, and therefore, policies are developed to mitigate those risks. Healthcare regulators emphasize that the codes of conduct and the professional standards of healthcare extend to social media, despite the distinct context of social media. The study found no systematic recognition of patient stories on social media as a source of information that requires the attention of healthcare professionals. The fourth study analyzes patient stories on the Care Opinion platform, which is an online platform that enables patients to post stories about their healthcare experiences and enables the providers to respond to these stories. The study explores the elements of healthcare experience in these stories, the characteristics of the stories that receive responses from healthcare providers, and the association between the satisfaction level of the patient expressed in these stories and the likelihood of receiving a provider response. The study collected 367,573 patient stories from the Care Opinion platform that were posted between September 2005 to September 2019. The study uses topic modelling (Latent Dirichlet Allocation), sentiment analysis, and logistic regression to analyze the data. Data analysis identified 16 topics in these stories. These topics can be grouped into five categories: communication, quality of clinical services, quality of services, human aspects of healthcare experiences, and patient satisfaction. Stories that describe healthcare experience of a family member, or reflect patient thankfulness, gratitude, or satisfaction with communication are associated with a high likelihood of receiving a provider’s response; however; the sentiment score of a story, which I used as a proxy for patient satisfaction, was insignificant. The thesis concludes by identifying several barriers that impede the use of patient stories on social media for quality improvement. These barriers are the beliefs and priorities of healthcare providers, the social media policies of the healthcare regulatory authorities and professional healthcare standards and codes of conduct that restrict patient-provider communication, the time and effort required to process patient stories, and the credibility of patient stories

    Exploring Approaches to Enhance Universal Service in Vietnam

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    Information Technology's Role in Global Healthcare Systems

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    Over the past few decades, modern information technology has made a significant impact on people’s daily lives worldwide. In the field of health care and prevention, there has been a progressing penetration of assistive health services such as personal health records, supporting apps for chronic diseases, or preventive cardiological monitoring. In 2020, the range of personal health services appeared to be almost unmanageable, accompanied by a multitude of different data formats and technical interfaces. The exchange of health-related data between different healthcare providers or platforms may therefore be difficult or even impossible. In addition, health professionals are increasingly confronted with medical data that were not acquired by themselves, but by an algorithmic “black box”. Even further, externally recorded data tend to be incompatible with the data models of classical healthcare information systems.From the individual’s perspective, digital services allow for the monitoring of their own health status. However, such services can also overwhelm their users, especially elderly people, with too many features or barely comprehensible information. It therefore seems highly relevant to examine whether such “always at hand” services exceed the digital literacy levels of average citizens.In this context, this reprint presents innovative, health-related applications or services emphasizing the role of user-centered information technology, with a special focus on one of the aforementioned aspects

    The role of stakeholders and their relationships in the sustainability of telecentres

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    Purpose This paper aims to examine the role of stakeholders and their relationships in the sustainability of telecentres in Vietnam through the lens of stakeholder theory. Design/methodology/approach This study methodologically adopted a qualitative case study to identify stakeholders that have been involved in telecentres in Vietnam. It then categorizes those stakeholders’ salience through the lens of stakeholder identification and salience theory. Secondary data and interviews were used as data sources for the present paper. Findings The authors identify six main stakeholders that have been involved in telecentres, including the government, entrepreneurs, international donors, telecommunications providers, civil society organisations and individual community members/users. Among these stakeholders, the government, entrepreneurs and users belong to definitive stakeholders, which have the greatest impact on the sustainability of telecentres in comparison to other groups of stakeholders (e.g. dominant, dependent and dormant stakeholders). Moreover, the authors propose a model to identify the relationships of stakeholders towards the sustainability of telecentres. In particular, the authors indicate that each group of stakeholders has its own role in contributing to sustainable telecentres and they also influence others in either direct or indirect ways. Originality/value This study provides an additional approach for managers to make judgments in prioritizing the interests of some of their stakeholders while still maintaining a level of satisfaction among other stakeholders. For example, stakeholders that should be of the highest concern to the sustainability of telecentres are the government, entrepreneurs and users, while civil society organisations can be maintained in lower priority to other stakeholders. In addition, we propose the model of interactions and relationships of stakeholders, which can be seen as a starting point for a study on the roles of stakeholders in sustainability not only in telecentres, but also in other fields, such as digital transformation, cyber security and e-government.©2023 Emerald Publishing Limited. This manuscript version is made available under the Creative Commons Attribution–NonCommercial 4.0 International (CC BY–NC 4.0) license, https://creativecommons.org/licenses/by-nc/4.0/fi=vertaisarvioitu|en=peerReviewed

    Telecommunication Economics

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    This book constitutes a collaborative and selected documentation of the scientific outcome of the European COST Action IS0605 Econ@Tel "A Telecommunications Economics COST Network" which run from October 2007 to October 2011. Involving experts from around 20 European countries, the goal of Econ@Tel was to develop a strategic research and training network among key people and organizations in order to enhance Europe's competence in the field of telecommunications economics. Reflecting the organization of the COST Action IS0605 Econ@Tel in working groups the following four major research areas are addressed: - evolution and regulation of communication ecosystems; - social and policy implications of communication technologies; - economics and governance of future networks; - future networks management architectures and mechanisms
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