A Study of the Relationships Between End-User Information Systems Problems and Helpdesk Critical Success Factors in Higher Education

In the last fifteen years, information technology (IT) customer support has increased in importance within higher education. The pervasiveness of computers and technology on the campus has allowed students, staff, and faculty to perform a multitude of tasks by controlling their own environments and setting their own priorities. Qualified professional system and user support services have lagged demand. The problem investigated in this study was end-users\u27 satisfaction levels of the higher education helpdesk and how end-users\u27 satisfaction levels affected a helpdesk manager\u27s critical success factors performance and goals. In this study, the first goal was to identify the critical success factors (CSF) for the higher education academic helpdesk manager. The second goal was to assess the relationships of CSFs to problems associated with end-user satisfaction levels within a higher education environment. The population of interest included all accredited higher education institutions (as of the publishing date of the 2003 Higher Education Directory). The researcher used a random sample of 1,765 from the list of 4,282 profiles in the 2003 Higher Education Directory (http://www.hepinc.com). The survey instrument was an online questionnaire implemented as an HTML form. Eight research questions and eight hypotheses were developed. Specifically, the researcher conducted the following statistical analyses: (a) descriptive statistics for the variables of interest, (b) a Chi-square test between the respondents and non-respondents to check for non-response bias, (c) a factor analysis to identify CSF constructs and helpdesk problems, (d) multiple regression to determine the relationship between CSFs and helpdesk problems using the helpdesk problem constructs identified from the factor analysis as dependent variables and the helpdesk CSFs as independent variables (e) MANOVA to determine the relationship between CSFs and the stage of growth of the helpdesk, and (f) seven ratios to serve as CSF performance indicators

Web information systems: A study of maintenance, change and flexibility

This thesis was submitted for the degree of Doctor of Philosophy and awarded by Brunel University.Information Systems (IS’s) have provided organisations with huge efficiency gains and benefits over the years; however an outstanding problem that is yet to be successfully tackled is that of the troublesome maintenance phase. Consuming vast resources and thwarting business progression in a competitive global market place, system maintenance has been recognised as one of the key areas where IS is failing organisations. Organisations are too often faced with the dilemma of either replacement or the continual upkeep of an unwieldy system. The ability for IS’s to be able to adapt to exogenous influences is even more acute today than at any time in the past. This is due to IS’s namely, Web Information Systems (WIS’s) increasingly and continually having to accommodate the needs of organisations to interconnect with a plethora of additional systems as well as supporting evolving business models. The richness of the interconnectivity, functionalities and services WIS’s now offer are shaping social, cultural and economic behaviour on a truly global scale, making the maintenance of such systems and evermore pertinent issue. The growth and proliferation of WIS’s shows no sign of abating which leads to the conclusion that what some have termed as the ‘maintenance iceberg’ should not be ignored. The quandary that commercial organisations face is typically driven by two key aspects; firstly, systems are built on the cultural premise of using fixed requirements, with not enough thought or attention being paid to systems abilities to deviate from these requirements. Secondly, systems do not generally cope well with adapting to unpredictable change arising from outside of the organisations environment. Over the recent past, different paradigms, approaches and methods have attempted to make software development more predictable, controllable and adaptable, however, the benefits of such measures in relation to the maintenance dilemma have been limited. The concept of flexible systems that are able to cope with such change in an efficient manner is currently an objective that few can claim to have realised successfully. The primary focus of the thesis was to examine WIS post-development change in order to empirically substantiate and understand the nature of the maintenance phase. This was done with the intention to determine exactly ‘where’ and ‘how’ flexibility could be targeted to address these changes. This study uses an emergent analytical approach to identify and catalogue the nature of change occurring within WIS maintenance. However, the research framework design underwent a significant revision as the initial results indicated that a greater emphasis and refocus was required to achieve the research objective. To study WIS’s in an appropriate and detailed context, a single case study was conducted in a web development software house. In total the case study approach was used to collect empirical evidence from four projects that investigated post-development change requests in order to identify areas of the system susceptible to change. The maintenance phases of three WIS projects were considered in-depth, resulting in the collection of over four hundred change requests. The fourth project served as a validation case. The results are presented and the findings are used to identify key trends and characteristics that depict WIS maintenance change. The analytical information derived from the change requests is consolidated and shown diagrammatically for the key areas of change using profile models developed in this thesis. Based on the results, the thesis concludes and contributes to the ongoing debate that there is a discernable difference when considering WIS maintenance change compared to that of traditional IS maintenance. The detailed characteristics displayed in the profile models are then used to map specific flexibility criteria that ultimately are required to facilitate change. This is achieved using the Flexibility Matrix of Change (FMoC) tool which was developed within the remit of this research. This tool is a qualitative measurement scheme that aligns WIS maintenance changes to a reciprocal flexibility attribute. Thus, the wider aim of this thesis is to also expand the awareness of flexibility and its importance as a key component of the WIS lifecycle

An application framework for the systematic construction of multimedia-based Collaborative Complex Learning Resources

Aquest treball de tesi proposa aportar una infraestructura de programari per donar suport a nous tipus de metodologies i recursos d'aprenentatge col·laboratiu augmentats pedagògicament i a través d'una plataforma d'aplicació innovadora anomenada Plataforma de Virtualització de Sessions Col·laboratives (VCSF de l'angles Virtualized Collaborative Sessions Framework). El VCSF ajuda a satisfer els requisits pedagògics exigents de l'aprenentatge col·laboratiu en línia d’avui en dia, com ara augmentar la participació de l'estudiant i millorar el rendiment de l'aprenentatge durant la col·laboració. Al seu torn, l'aplicació sistemàtica de la plataforma VCSF, enriquida amb tecnologies semàntiques, permet als desenvolupadors d'e-learning aprofitar experiències d'aprenentatge col·laboratiu prèvies a través de la reutilització de programari, estalviant temps de desenvolupament i esforç. La plataforma ha sigut prototipada i provada amb èxit en entorns reals, el que demostra la capacitat de reutilització del programari i els beneficis pedagògics de l'enfocament VCSF.Este trabajo de tesis propone aportar una infraestructura de software para apoyar a nuevos tipos de metodologías y recursos de aprendizaje colaborativo aumentados pedagógicamente ya través de una plataforma de aplicación innovadora llamada Plataforma de Virtualización de Sesiones Colaborativa (VCSF del inglés Virtualized Collaborative Sessions Framework). El VCSF ayuda a satisfacer los requisitos pedagógicos exigentes del aprendizaje colaborativo en línea de hoy en día, tales como aumentar la participación del estudiante y mejorar el rendimiento del aprendizaje durante la colaboración. A su vez, la aplicación sistemática de la plataforma VCSF, enriquecida con tecnologías semánticas, permite a los desarrolladores de e-learning aprovechar experiencias de aprendizaje colaborativo previas a través de la reutilización de software, ahorrando tiempo de desarrollo y esfuerzo. La plataforma ha sido prototipada y probada con éxito en entornos reales, lo que demuestra la capacidad de reutilización del software y los beneficios pedagógicos del enfoque VCSF.This thesis project aims to provide a software infrastructure to support new types of pedagogically augmented collaborative learning methodologies and resources by means of an innovative application framework called Virtualized Collaborative Sessions Framework (VCSF). The VCSF helps meet challenging pedagogical requirements in online collaborative learning, such as increasing students' engagement and learning performance during the collaboration. In turn, the systematic application of the VCSF platform, enriched with semantic technologies, enables e-learning developers to leverage successful collaborative learning experiences through software reuse, saving in both development time and effort. The framework has been prototyped and successfully tested in real environments, thus showing the software reuse capability and the pedagogical benefits of the VCSF approach

Supporting meaningful social networks

Recent years have seen exponential growth of social network sites (SNSs) such as Friendster, MySpace and Facebook. SNSs flatten the real-world social network by making personal information and social structure visible to users outside the ego-centric networks. They provide a new basis of trust and credibility upon the Internet and Web infrastructure for users to communicate and share information. For the vast majority of social networks, it takes only a few clicks to befriend other members. People’s dynamic ever-changing real-world connections are translated to static links which, once formed, are permanent – thus entailing zero maintenance. The existence of static links as public exhibition of private connections causes the problem of friendship inflation, which refers to the online practice that users will usually acquire much more “friends” on SNSs than they can actually maintain in the real world. There is mounting evidence both in social science and statistical analysis to support the idea that there has been an inflated number of digital friendship connections on most SNSs. The theory of friendship inflation is also evidenced by our nearly 3-year observation on Facebook users in the University of Southampton. Friendship inflation can devalue the social graph and eventually lead to the decline of a social network site. From Sixdegrees.com to Facebook.com, there have been rise and fall of many social networks. We argue that friendship inflation is one of the main forces driving this move. Despite the gravity of the issue, there is surprisingly little academic research carried out to address the problems. The thesis proposes a novel algorithm, called ActiveLink, to identify meaningful online social connections. The innovation of the algorithm lies in the combination of preferential attachment and assortativity. The algorithm can identify long-range connections which may not be captured by simple reciprocity algorithms. We have tested the key ideas of the algorithms on the data set of 22,553 Facebook users in the network of University of Southampton. To better support the development of SNSs, we discuss an SNS model called RealSpace, a social network architecture based on active links. The system introduces three other algorithms: social connectivity, proximity index and community structure detection. Finally, we look at the problems relating to improving the network model and social network systems

La protección de la intimidad y vida privada en Internet: los flujos de información y la integridad contextual en las redes sociales, (2004-2014)

La presente tesis explora las actuales preocupaciones relativas a las intromisiones en la intimidad y vida privada de las personas producidas en los entornos digitales; concretamente, en las redes sociales. Con el objetivo de entender y explicar los principales riesgos en el uso de estos servicios de Internet, se pretende identificar y evaluar los flujos de información y la transferencia de datos personales que tienen lugar en dichos entornos. Asimismo, tras reseñar los problemas a los que habitualmente se enfrentan los usuarios para preservar, activamente, su esfera privada, se aporta una propuesta destinada a solventar dicha situación de vulnerabilidad, luchando contra la desinformación imperante en dichos contextos. Subrayamos, así, el papel esencial que ostenta el conocimiento, no sólo para prevenir las citadas injerencias, sino para posibilitar que los individuos ejerzan su autodeterminación informativa. Diseño/Metodología/Aproximación: En nuestro estudio haremos uso de las técnicas de análisis de contenido y comparativo aplicadas a una muestra de los más relevantes artículos e informes científicos relativos a las interacciones entre tecnologías digitales de la Web 2.0 e intimidad y vida privada (Existe una cantidad creciente y substancial de literatura que aborda la confrontación entre ambas variables). Ulteriormente, mediante el marco teórico de la “integridad contextual” aportado por Helen Nissenbaum, evaluaremos cómo la naturaleza de la Web 2.0 cambia la ecuación de lo público y lo que se considera privado. A través de las lentes de esta aproximación, analizaremos los flujos de información que se ocultan bajo la estructura de las herramientas de la Web 2.0, centrándonos, primordialmente, en la red social Facebook. Hallazgos/Resultados: Las principales contribuciones de nuestro estudio se resumen en dos. En primer lugar, se consigue ilustrar el papel esencial que el ostenta conocimiento en la propia protección que los usuarios ejercen sobre sus informaciones privadas; ayudándoles a tomar decisiones críticas y conscientes en lo que respecta a la preservación de su ámbito privado. Como segundo aporte, destacamos la presentación de una serie de recomendaciones, así como de un sistema para proporcionar a los individuos ese flujo de información necesario para satisfacer sus deseos de autodeterminación informativa..

Web information systems : a study of maintenance, change and flexibility

Information Systems (IS’s) have provided organisations with huge efficiency gains and benefits over the years; however an outstanding problem that is yet to be successfully tackled is that of the troublesome maintenance phase. Consuming vast resources and thwarting business progression in a competitive global market place, system maintenance has been recognised as one of the key areas where IS is failing organisations. Organisations are too often faced with the dilemma of either replacement or the continual upkeep of an unwieldy system. The ability for IS’s to be able to adapt to exogenous influences is even more acute today than at any time in the past. This is due to IS’s namely, Web Information Systems (WIS’s) increasingly and continually having to accommodate the needs of organisations to interconnect with a plethora of additional systems as well as supporting evolving business models. The richness of the interconnectivity, functionalities and services WIS’s now offer are shaping social, cultural and economic behaviour on a truly global scale, making the maintenance of such systems and evermore pertinent issue. The growth and proliferation of WIS’s shows no sign of abating which leads to the conclusion that what some have termed as the ‘maintenance iceberg’ should not be ignored. The quandary that commercial organisations face is typically driven by two key aspects; firstly, systems are built on the cultural premise of using fixed requirements, with not enough thought or attention being paid to systems abilities to deviate from these requirements. Secondly, systems do not generally cope well with adapting to unpredictable change arising from outside of the organisations environment. Over the recent past, different paradigms, approaches and methods have attempted to make software development more predictable, controllable and adaptable, however, the benefits of such measures in relation to the maintenance dilemma have been limited. The concept of flexible systems that are able to cope with such change in an efficient manner is currently an objective that few can claim to have realised successfully. The primary focus of the thesis was to examine WIS post-development change in order to empirically substantiate and understand the nature of the maintenance phase. This was done with the intention to determine exactly ‘where’ and ‘how’ flexibility could be targeted to address these changes. This study uses an emergent analytical approach to identify and catalogue the nature of change occurring within WIS maintenance. However, the research framework design underwent a significant revision as the initial results indicated that a greater emphasis and refocus was required to achieve the research objective. To study WIS’s in an appropriate and detailed context, a single case study was conducted in a web development software house. In total the case study approach was used to collect empirical evidence from four projects that investigated post-development change requests in order to identify areas of the system susceptible to change. The maintenance phases of three WIS projects were considered in-depth, resulting in the collection of over four hundred change requests. The fourth project served as a validation case. The results are presented and the findings are used to identify key trends and characteristics that depict WIS maintenance change. The analytical information derived from the change requests is consolidated and shown diagrammatically for the key areas of change using profile models developed in this thesis. Based on the results, the thesis concludes and contributes to the ongoing debate that there is a discernable difference when considering WIS maintenance change compared to that of traditional IS maintenance. The detailed characteristics displayed in the profile models are then used to map specific flexibility criteria that ultimately are required to facilitate change. This is achieved using the Flexibility Matrix of Change (FMoC) tool which was developed within the remit of this research. This tool is a qualitative measurement scheme that aligns WIS maintenance changes to a reciprocal flexibility attribute. Thus, the wider aim of this thesis is to also expand the awareness of flexibility and its importance as a key component of the WIS lifecycle.EThOS - Electronic Theses Online ServiceGBUnited Kingdo

Management of Technological Innovation in Developing and Developed Countries

It is widely accepted that technology is one of the forces driving economic growth. Although more and more new technologies have emerged, various evidence shows that their performances were not as high as expected. In both academia and practice, there are still many questions about what technologies to adopt and how to manage these technologies. The 15 articles in this book aim to look into these questions. There are quite many features in this book. Firstly, the articles are from both developed countries and developing countries in Asia, Africa and South and Middle America. Secondly, the articles cover a wide range of industries including telecommunication, sanitation, healthcare, entertainment, education, manufacturing, and financial. Thirdly, the analytical approaches are multi-disciplinary, ranging from mathematical, economic, analytical, empirical and strategic. Finally, the articles study both public and private organizations, including the service industry, manufacturing industry, and governmental organizations. Given its wide coverage and multi-disciplines, the book may be useful for both academic research and practical management