A strategic approach to making sense of the “wicked” problem of ERM

Purpose – The purpose of this paper is to provide an approach to viewing the “wicked” problem of electronic records management (ERM), using the Cynefin framework, a sense-making tool. It re-conceptualises the ERM challenge by understanding the nature of the people issues. This supports decision making about the most appropriate tactics to adopt to effect positive change. Design/methodology/approach – Cynefin was used to synthesise qualitative data from an empirical research project that investigated strategies and tactics for improving ERM. Findings – ERM may be thought of as a dynamic, complex challenge but, viewed through the Cynefin framework, many issues are not complex; they are simple or complicated and can be addressed using best or good practice. The truly complex issues need a different approach, described as emergent practice. Cynefin provides a different lens through which to view, make sense of and re-perceive the ERM challenge and offers a strategic approach to accelerating change. Research limitations/implications – Since Cynefin has been applied to one data set, the findings are transferrable not generalisable. They, and/or the approach, can be used to further test the propositions. Practical implications – The resultant ERM framework provides a practical example for information and records managers to exploit or use as a starting point to explore the situation in particular organisational contexts. It could also be used in other practical, teaching and/or research-related records contexts. Originality/value – This paper provides a new strategic approach to addressing the wicked problem of ERM, which is applicable for any organisational context

Cyber insurance of information systems: Security and privacy cyber insurance contracts for ICT and helathcare organizations

Nowadays, more-and-more aspects of our daily activities are digitalized. Data and assets in the cyber-space, both for individuals and organizations, must be safeguarded. Thus, the insurance sector must face the challenge of digital transformation in the 5G era with the right set of tools. In this paper, we present CyberSure-an insurance framework for information systems. CyberSure investigates the interplay between certification, risk management, and insurance of cyber processes. It promotes continuous monitoring as the new building block for cyber insurance in order to overcome the current obstacles of identifying in real-time contractual violations by the insured party and receiving early warning notifications prior the violation. Lightweight monitoring modules capture the status of the operating components and send data to the CyberSure backend system which performs the core decision making. Therefore, an insured system is certified dynamically, with the risk and insurance perspectives being evaluated at runtime as the system operation evolves. As new data become available, the risk management and the insurance policies are adjusted and fine-tuned. When an incident occurs, the insurance company possesses adequate information to assess the situation fast, estimate accurately the level of a potential loss, and decrease the required period for compensating the insured customer. The framework is applied in the ICT and healthcare domains, assessing the system of medium-size organizations. GDPR implications are also considered with the overall setting being effective and scalable

Critique of Architectures for Long-Term Digital Preservation

Evolving technology and fading human memory threaten the long-term intelligibility of many kinds of documents. Furthermore, some records are susceptible to improper alterations that make them untrustworthy. Trusted Digital Repositories (TDRs) and Trustworthy Digital Objects (TDOs) seem to be the only broadly applicable digital preservation methodologies proposed. We argue that the TDR approach has shortfalls as a method for long-term digital preservation of sensitive information. Comparison of TDR and TDO methodologies suggests differentiating near-term preservation measures from what is needed for the long term. TDO methodology addresses these needs, providing for making digital documents durably intelligible. It uses EDP standards for a few file formats and XML structures for text documents. For other information formats, intelligibility is assured by using a virtual computer. To protect sensitive information—content whose inappropriate alteration might mislead its readers, the integrity and authenticity of each TDO is made testable by embedded public-key cryptographic message digests and signatures. Key authenticity is protected recursively in a social hierarchy. The proper focus for long-term preservation technology is signed packages that each combine a record collection with its metadata and that also bind context—Trustworthy Digital Objects.

Framework of Social Customer Relationship Management in E-Health Services

Healthcare organization is implementing Customer Relationship Management (CRM) as a strategy for managing interactions with patients involving technology to organize, automate, and coordinate business processes. Web-based CRM provides healthcare organization with the ability to broaden service beyond its usual practices in achieving a complex patient care goal, and this paper discusses and demonstrates how a new approach in CRM based on Web 2.0 or Social CRM helps healthcare organizations to improve their customer support, and at the same time avoiding possible conflicts, and promoting better healthcare to patients. A conceptual framework of the new approach will be proposed and highlighted. The framework includes some important features of Social CRM such as customer's empowerment, social interactivity between healthcare organization-patients, and patients-patients. The framework offers new perspective in building relationships between healthcare organizations and customers and among customers in e-health scenario. It is developed based on the latest development of CRM literatures and case studies analysis. In addition, customer service paradigm in social network's era, the important of online health education, and empowerment in healthcare organization will be taken into consideration.Comment: 15 pages. arXiv admin note: substantial text overlap with arXiv:1204.3689, arXiv:1203.3919, arXiv:1204.3685, arXiv:1203.4309, arXiv:1204.3691, arXiv:1203.392

Emerging needs in behavioral health and the integrated care model

Medically vulnerable populations are constantly at risk of having poor health related outcomes, low satisfaction in the healthcare system and increased mortality. Studies have shown the increased prevalence rates of various medical comorbidities in patients with severe mental illness. These patients are obviously vulnerable because of their mental illness but they are also more likely to have severe cases of medical conditions commonly seen in the general population. Expenditures and utilization of resources is often inappropriate due to frequent visits for acute needs and low rates of preventative care and primary care appointments. My proposed model focuses on the implementation of the integrated care model which encourages collaboration between mental health professionals and primary care physicians through referral programs or integrated clinic settings. This model is initiated with education to both current clinicians as well as future clinicians through medical schools and residency programs. Once the education component has begun, the next steps are formal exploration, preparation, implementation and evaluation of the model in clinics. The aim is to improve health outcomes by increasing preventative care and using behavioral techniques to assist with adherence, increase satisfaction in the healthcare system and contain expenditures by utilizing primary care services instead of emergency services when appropriate

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Synthesis of the Gambia-un Country Team Development Forum 2003

This compendium highlights the activities of the Gambia-United Nations Country Team Development Forum in sharing experiences and examinations of the complexities of the development process. It advocates for volunteerism and CSR as key drivers of sustainable development