How to achieve high customer satisfaction in Sabancı University Information Center

The Sabancı University is a young private university, which started providing education in 1999 in Istanbul. A “Search Conference” had been organized in order to find out “what kind of a university the country needed” and of its structure had been established on this understanding. At the first stage, the vision, the mission and the design of the university were completed, and the foundation of administrative infrastructure and selection of technology systems were materialized. Starting from the days of its foundation, the planning of the information services and facilities had been one of the main issues of the project. The university, which aims to become a world university, was accepted to be a member of the “European Foundation of Quality Management (EFQM)” regarding its activities in the stage of its foundation. A “Student and Staff Tendency Survey” which was implemented in 2001 indicated that the Information Centre was the strong side of the university. At the same time the Center's the statistics covering period of 1999-2007 also indicated that the targets were achieved under the strategic planning of the Center. In 2007, an user satisfaction survey in order to evaluate the conformity of the services and facilities, to identify its strong and weak areas, opportunities and threats through comparison and SWOT analysis for the future, and set up 2007-2011 five-years strategic planning and operational activity plan. The survey indicated that 95% of the participants are satisfied in general with the Center. In addition to these, the results of usage statistics between the years 1998-2009 indicated that utilizing of the services and facilities of the Information Center has increased from year to year. On the other hand, the results of the survey after the orientation programs show that the customer satisfaction is very high. We believe that the followings are the reasons of high user satisfaction. The Centre has a user and process focused pro-active management, learning organization structure, the availability of the suggestion system, continues benchmarking with the competitors and observing management and technological developments in the world. This paper presents to share our applications and plans on high user satisfaction rate, customer relation management activities and future planning

Europeana communication bug: which intervention strategy for a better cooperation with creative industry?

Although Europeana as well as many GLAMs are very engaged - beside the main mission, i.e. spreading cultural heritage knowledge- in developing new strategies in order to make digital contents reusable for creative industry, these efforts have been successful just only in sporadic cases. A significant know how deficits in communication often compromises expected outcomes and impact. Indeed, what prevails is an idea of communication like an enhancement “instrument” intended on the one hand in purely economic (development) sense, on the other hand as a way for increasing and spreading knowledge. The main reference model is more or less as follows: digital objects are to be captured and/or transformed by digital technologies into sellable goods to put into circulation. Nevertheless, this approach risks neglecting the real nature of communication, and more in detail the one of digital heritage where it is strategic not so much producing objects and goods as taking part into sharing environments creation (media) by engaged communities, small or large they may be. The environments act as meeting and interchange point, and consequently as driving force of enhancing. Only in a complex context of network interaction on line accessible digital heritage contents become a strategic resource for creating environments in which their re/mediation can occur – provided that credible strategies exist, shared by stakeholders and users. This paper particularly describes a case study including proposals for an effective connection among Europeana, GLAMs and Creative Industry in the framework of Food and Drink digital heritage enhancement and promotion. Experimental experiences as the one described in this paper anyway confirm the relevance of up-to-date policies based on an adequate communication concept, on solid partnerships with enterprise and association networks, on collaborative on line environments, on effective availability at least for most of contents by increasing free licensing, and finally on grassroots content implementation involving prosumers audience, even if filtered by GLAMs

Synote: development of a Web-based tool for synchronized annotations

This paper discusses the development of a Web-based media annotation application named Synote, which addresses the important issue that while the whole of a multimedia resource on the Web can be easily bookmarked, searched, linked to and tagged, it is still difficult to search or associate notes or other resources with a certain part of a resource. Synote supports the creation of synchronized notes, bookmarks, tags, links, images and text captions. It is a freely available application that enables any user to make annotations in and search annotations to any fragment of a continuous multimedia resource in the most used browsers and operating systems. In the implementation, Synote categorized different media resources and synchronized them via time line. The presentation of synchronized resources makes full use of Web 2.0 AJAX technology to enrich interoperability for the user experience. Positive evaluation results about the performance, efficiency and effectiveness of Synote were returned when using it with students and teachers for a number of undergraduate courses

Semantic Web Technologies for Digital Libraries: From Libraries to Social Semantic Digital Libraries (SSDL), Over Semantic Digital Libraries (SDL)

Digital libraries have been an important source of information throughout the history of mankind. It has been present in our societies in different forms. Notably, traditional libraries have found their on the desktops of internet users. They have taken the shape of semantic digital libraries, which are accessible at any time, and accordingly provide a more meaningful search. This paper further discusses social semantic digital libraries that also incorporate the social and collaborative aspect

CHORUS Deliverable 2.1: State of the Art on Multimedia Search Engines

Based on the information provided by European projects and national initiatives related to multimedia search as well as domains experts that participated in the CHORUS Think-thanks and workshops, this document reports on the state of the art related to multimedia content search from, a technical, and socio-economic perspective. The technical perspective includes an up to date view on content based indexing and retrieval technologies, multimedia search in the context of mobile devices and peer-to-peer networks, and an overview of current evaluation and benchmark inititiatives to measure the performance of multimedia search engines. From a socio-economic perspective we inventorize the impact and legal consequences of these technical advances and point out future directions of research

CHANGING LEARNING ENVIRONMENT THROUGH TECHNOLOGY

Evolution of E-learning phenomenon exceeded all expectations in recent years.As a result of development of IT&C technologies and, on the other hand, due to support decision-makers at European level, the assimilation of virtual learning platforms in schools and universities hasbecome a normal phenomenon.The E-learning 2.0 concept seeks to revolutionize traditional learning methods and requires majorchanges in the perception of the educational process of teaching and learning.This article tries to create an overview of the main development directions and emphasizes the impactthat computer-assisted instruction technologies have on teaching and learning methods, with a directconnection to distance learning and blended learning concepts. Also, we have tried to open aperspective on the concept of e-Assessment and related technologiese-learning 2.0, computer based training, e-assessment, blended learning, distance learning

Building Robust E-learning Software Systems Using Web Technologies

Building a robust e-learning software platform represents a major challenge for both the project manager and the development team. Since functionalities of these software systems improves and grows by the day, several aspects must be taken into consideration – e.g. workflows, use-casesor alternative scenarios – in order to create a well standardized and fully functional integrated learning management system. The paper will focus on a model of implementation for an e-learning software system, analyzing its features, its functional mechanisms as well as exemplifying an implementation algorithm. A list of some of the mostly used web technologies (both server-side and client-side) will be analyzed and a discussion over major security leaks of web applicationswill also be put in discussion.E-learning, E-testing, Web Technology, Software System, Web Platform

Collaborative design of educational digital libraries for African higher education

This thesis will develop a model that can be used to guide collaborative design of educational digital libraries that are relevant to the learning objectives and are appropriate to African Higher Education. Factors affecting connections between educational digital library capabilities, learning processes and learners’ needs in higher education will be identified and used to develop the model. These factors will be identified through qualitative studies with the key players (i.e. academics, information professionals, digital library technical designers and students). The model will be iteratively developed and later evaluated for correctness by some of the key players. So far a preliminary literature review has been done to locate related work and identify knowledge gaps. In addition, a pilot study has been carried out and identified some temporal factors that will be pursued further in the proposed study