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

Examining Mobile Technology in Higher Education: Handheld Devices In and Out of the Classroom

This study followed an innovative introduction of mobile technology (i.e., BlackBerry® devices) to a graduate level business program and documented students’ use of the technology from the time students received the devices to the end of their first term of study. Students found the BlackBerry® device easy to use, and were optimistic regarding its potential role as an instructional tool. Students were self-directed in their use of the devices and found ways to use them within and outside of their classroom even when specific uses were not provided by instructors. Students used their devices most frequently for communication purposes outside the classroom through applications such as BlackBerry Messenger. Overall, although supporting a modest positive view toward this initial introduction to mobile technology as a learning tool, classroom instructional use was more limited than student-directed use in and outside the classroom. A comprehensive examination of the instructional pedagogy that best supports the potential of mobile technology as a self-directed learning tool is necessary to address the limitations seen in this implementation

Building Teacher Capacity to Personalize Learning for Students

This Organizational Improvement Plan (OIP) proposes building teacher professional capacity and capital to meet the challenge of personalizing student learning by implementing an embedded professional learning plan. This plan will be responsive to individual teacher professional learning needs as well as evidence and research informed. This OIP is based on the belief that for change in student learning to occur, the change needs to happen at the classroom level with teachers. A shift in teacher practice requires alignment in the teacher’s values, beliefs and practices. To support this shift, a common understanding of personalizing learning needs to be established as well as implementing a professional learning plan that supports building teacher capacity to achieve it. Also, school-based conditions need to be optimized to support professional growth. As effective teaching and learning practices do not happen in isolation, an integrated theory of change helps ensure a balance between the external, internal and personal dimensions of change. Since the teacher’s personal dimension of change must adhere to the boundaries and expectations of the external governing bodies as well as work within the internal structures, policies and procedures of the school, this balance is integral to the success of the change process. Through the implementation of a multifaceted approach to professional learning, teachers will engage in a reflective cycle of continuous improvement. This will be supported by adaptive distributed instructional leadership as well as school structures that provide common teacher collaboration time. Three key areas of focus are targeted with this approach. These include deepening curricular knowledge, strengthening pedagogical practices and increasing individual teacher’s ability to understand each student learner and include them as active participants in the design of their learning

Development and Evaluation of a Sustainable e-Learning Framework for Higher Education Institutions in Malaysia

This thesis focuses on developing and evaluating a sustainable e-learning framework (SeLF) for the higher education institutions in Malaysia. A mixed methods approach was used. Data was collected through surveys from Malaysian universities to assess the characteristics of SeLF. The framework was then evaluated through expert interviews. The thesis highlights SeLF elements and their contribution to the Triple Bottom Line, facilitating sustainable e-learning and its contribution to society, the environment, and the economy

Language learning and technology

By and large, languages, both as first, second or foreign languages remain one of the most important core subjects at every educational level. In early stages, their inclusion in the curriculum is intricately connected with (pre-)literacy practices, but also as a main driver for the successful integration of minority students learning a second language. In addition, the attainment of a certain level of a foreign language by the end of compulsory education is a common goal in most educational systems around the globe. Arguably, the key drivers of success in learning a language range from motivational to attitudinal, but ultimately they also have to do with the amount of target language use, the access to quality input, and especially language teachers' readiness to incorporate the latest educational trends effectively in the language classroom, educational technologies amongst them

Toward Super-Creativity

What is super creativity? From the simple creation of a meal to the most sophisticated artificial intelligence system, the human brain is capable of responding to the most diverse challenges and problems in increasingly creative and innovative ways. This book is an attempt to define super creativity by examining creativity in humans, machines, and human-machine interactions. Organized into three sections, the volume covers such topics as increasing personal creativity, the impact of artificial intelligence and digital devices, and the interaction of humans and machines in fields such as healthcare and economics

Ubiquitous learning architecture to enable learning path design across the cumulative learning continuum

The past twelve years have seen ubiquitous learning (u-learning) emerging as a new learning paradigm based on ubiquitous technology. By integrating a high level of mobility into the learning environment, u-learning enables learning not only through formal but also through informal and social learning modalities. This makes it suitable for lifelong learners that want to explore, identify and seize such learning opportunities, and to fully build upon these experiences. This paper presents a theoretical framework for designing personalized learning paths for lifelong learners, which supports contemporary pedagogical approaches that can promote the idea of a cumulative learning continuum from pedagogy through andragogy to heutagogy where lifelong learners progress in maturity and autonomy. The framework design builds on existing conceptual and process models for pedagogy-driven design of learning ecosystems. Based on this framework, we propose a system architecture that aims to provide personalized learning pathways using selected pedagogical strategies, and to integrate formal, informal and social training offerings using two well-known learning and development reference models; the 70:20:10 framework and the 3–33 model

Human-AI Collaboration for Smart Education: Reframing Applied Learning to Support Metacognition

This chapter investigates the profound influence of intelligent virtual assistants (IVAs) on the educational domain, specifically in the realm of individualized learning and the instruction of writing abilities and content creation. IVAs, incorporating generative AI technologies such as ChatGPT and Stable Diffusion, hold the potential to bring about a paradigm shift in educational programs, emphasizing the enhancement of advanced metacognitive capacities rather than the fundamentals of communication. The subsequent recommendations stress the need to cultivate enduring proficiencies and ascertain tailored learning approaches for each learner, which will be indispensable for success in the evolving job market. In this context, prompt engineering is emerging as a vital competency, while continuous reskilling and lifelong learning become professional requisites. The proposed innovative method for teaching writing skills and content generation advocates for a reconfiguration of curricula to concentrate on applied learning techniques that accentuate the value of contextual judgment as a central pedagogical tenet and the mastery of sophisticated metacognitive abilities, which will be pivotal in the future of work