The life and times of a learning technology system: the impact of change and evolution

With the inception of the web now being more than 20 years ago, many web-based learning technology systems (LTS) have had a long life and have undergone many changes, both affecting content and infrastructure technologies. A change factor model can capture the various factors causing LTS to change. Methods for change-aware design of LTS have been suggested. The purpose of this investigation is, firstly, to add empirical results to aspects of these models and methods in order to show the relevance of such a change factor model by specifically looking at an LTS that has been developed, maintained and extended over a period of 20 years. Secondly, these results shall be used to develop a conceptual model capturing and assessing the impact of change. A key observation is an unexpectedly high impact of environmental constraints on the LTS, but also new opportunities emerging over time have had dramatic changes as their consequence

Collaborative trails in e-learning environments

This deliverable focuses on collaboration within groups of learners, and hence collaborative trails. We begin by reviewing the theoretical background to collaborative learning and looking at the kinds of support that computers can give to groups of learners working collaboratively, and then look more deeply at some of the issues in designing environments to support collaborative learning trails and at tools and techniques, including collaborative filtering, that can be used for analysing collaborative trails. We then review the state-of-the-art in supporting collaborative learning in three different areas – experimental academic systems, systems using mobile technology (which are also generally academic), and commercially available systems. The final part of the deliverable presents three scenarios that show where technology that supports groups working collaboratively and producing collaborative trails may be heading in the near future

Credibility of Health Information and Digital Media: New Perspectives and Implications for Youth

Part of the Volume on Digital Media, Youth, and Credibility. This chapter considers the role of Web technologies on the availability and consumption of health information. It argues that young people are largely unfamiliar with trusted health sources online, making credibility particularly germane when considering this type of information. The author suggests that networked digital media allow for humans and technologies act as "apomediaries" that can be used to steer consumers to high quality health information, thereby empowering health information seekers of all ages

Development and validation of an integrated model for evaluating e-service quality, usability and user experience (e-SQUUX) of Web-based applications in the context of a University web portal

Text in EnglishDevelopments in Internet technology and pervasive computing over the past two and half decades have resulted in a variety of Web-based applications (WBAs) that provide products and services to online users or customers. The Internet is used not only to transfer information via the web but is increasingly used to provide electronic services including business transactions, information-delivery and social networking, as well as e-government, e-health and e-learning. For such organisations, e-service quality, usability and user experience are considered to be critical determinants of their products’ or services’ success. Many studies to model these three concepts separately have been undertaken as part of broader studies of software quality or service quality modelling. However, to the current researcher’s knowledge, none of the studies have focussed on proposing an evaluation model that integrates and combines the three of them. This research is an effort to fill that gap. The primary purpose of this mixed-methods research was to develop a conceptual integrated model for evaluating e-service quality, usability and user experience (e-SQUUX) of WBAs and then contextualise it to evaluation of a University web portal (UWP). This was undertaken using an exploratory sequential research design. During a qualitative phase, an extensive extensive systematic literature review of 264 relevant sources relating to dimensions of e-service quality, usability and user experience, was undertaken to derive an integrated conceptual e-service quality, usability and user experience (e-SQUUX) Model for evaluating WBAs. The model was then empirically refined through a sequential series of validations, thus developing various versions of the e-SQUUX Model. First, it was content validated by a set of four expert reviewers. Second, during the quantitative phase, in the context of a University web portal, a questionnaire survey was conducted that included a comprehensive pilot study with 29 partipants, prior to the main survey. The main survey data from 174 particiapants was used to determine a validated model, using Exploratory factor analysis (EFA), followed by producing a structural model, using partial least square – structural equation modelling (PLS-SEM). This version consisted of the components of the final e-SQUUX Model. Consequently, the research enriches the body of knowledge on IS and HCI by providing the e-SQUUX Model as an evaluation tool. For designers, developers and managers of UWPs, the model serves as a customisable set of evaluation criteria and also provides specific recommendations for design. In line with the Exploratory sequential design of mixed methods research, the findings of the qualitative work in this research influenced the subsequent quantitative study, since the potential Likert-scale questionnaire items were derived from the definitions and meanings of the components that emanated from the qualitative phase of the study. Consequently, this research is an exemplar for developing an integrated evaluation model for specific facets or domains, and of its application in a particular context, in this case, a University web portal. Keywords: e-service quality, usability, user experience, evaluation model, integrated model, exploratory factor analysis, partial least square – structural equation modelling (PLS-SEM), mixed methods research, Exploratory sequential design, quantitative study, qualitative study, validation, Web-based applications, University web portalInformation SystemPh D. (Information Systems

Marketing Orientation, Customer Satisfaction and Retention: the Case of the Telecommunications Services Market in Jordan

A great deal of attention has been devoted by researchers to examine different aspects of the relationship between marketing orientation (MO) and competitive advantage, mostly within causal relationship style research. However, the mechanisms and intermediate variables underlying this relationship remain vague and poorly investigated. Drawing upon mixed method research utilising qualitative and quantitative techniques, this study aims to offer further insight into this relationship within Jordan’s telecommunications market, focusing on customer satisfaction and customer retention as two prominent performance indicators in this market. Hence, this research set out to investigate the mechanisms and interrelationships that link marketing orientation and organisational performance, the issue that seems to be highly justified in the matured and competitive market where consumers have more choices, switching cost are decreasing and retention of the market base is becoming more and more difficult. As a case study undertaken in Jordan’s telecommunications market, the main four telecommunications operators in the market were represented. Quantitative data analysis was used to determine the variations between the main operators in the market regarding their adopted levels of marketing orientation. On the other hand, the qualitative technique - namely semi-structured interviews - represents the main instrument the study utilises to gain an in-depth insight into the relationship between marketing orientation (MO) and organisational performance. This qualitative tool enabled the researcher to construct a rich picture of the mechanisms and ways by which firms manage the different attitudinal dimensions of customer satisfaction and the behavioural dimensions of customer retention. Results of the research confirm significant variations between high- and low-marketing orientation telecommunications operators with regard to the approaches, drivers and mechanisms by which firms manage their capabilities to achieve customer satisfaction and customer retention. Thus, two different patterns were indicated which were associated with the adopted level of marketing orientation of these firms. The most important finding to come out of the research was that genuine marketing orientation is an integrated attitudinal-behavioural perspective. Hence, any deficiencies or even ignoring of any aspect will weaken a firm’s overall value creation capability, the main mission of the marketing-oriented firm. In addition, internal culture emerged as a critical success factor for marketing-oriented firms. It serves as the glue that ensures a firm’s values are adhered to, and also allows a clearer understanding of a firm’s vision and mission, which in turn resulted in the fact that these firms are more capable to translate their attitudes into practice on the ground. Moreover, the role of marketing orientation was substantial as it worked as a supportive environment that stimulates a firm’s capabilities to integrate and coordinate its resources and competencies into new ones in such a way as to enhance its overall performance as well as to achieve congruence with the changing business environment. The importance of this research stems from its nature and approach in studying the relationship between marketing orientation and organisational performance. The main issue being evaluated is different from the bulk of marketing orientation works that have focused on examining different aspects of marketing orientation and organisational performance within causal relationship-style research, and mostly within a short-run view. In contrast, this study is concerned with gaining in-depth understanding of this relationship through evaluating its mechanisms and interrelationships, the aspect that was treated as a black box in prior research

Semantic discovery and reuse of business process patterns

Patterns currently play an important role in modern information systems (IS) development and their use has mainly been restricted to the design and implementation phases of the development lifecycle. Given the increasing significance of business modelling in IS development, patterns have the potential of providing a viable solution for promoting reusability of recurrent generalized models in the very early stages of development. As a statement of research-in-progress this paper focuses on business process patterns and proposes an initial methodological framework for the discovery and reuse of business process patterns within the IS development lifecycle. The framework borrows ideas from the domain engineering literature and proposes the use of semantics to drive both the discovery of patterns as well as their reuse

Making sense of higher education: students as consumers and the value of the university experience

In the global university sector competitive funding models are progressively becoming the norm, and institutions/courses are frequently now subject to the same kind of consumerist pressures typical of a highly marketised environment. In the United Kingdom, for example, students are increasingly demonstrating customer-like behaviour and are now demanding even more ‘value’ from institutions. Value, though, is a slippery concept and has proven problematic both in terms of its conceptualisation and measurement. This article explores the relationship between student value and higher education and, via study in one United Kingdom business school, suggests how this might be better understood and operationalised. Adopting a combined qualitative/quantitative approach, this article also looks to identify which of the key value drivers has most practical meaning and, coincidentally, identifies a value-related difference between home and international students

Silver Surfers : Social Inclusion or Exclusion in a Digital World

Funded and commissioned by Microsoft's Unlimited Potential Programme, with contributions from Citizens Online and UH. This report was the output from the project.When one considers the population profile of a country, no longer is the emphasis upon mortality rates of younger people. As the years progress, enhancements to the quality of life have led to an increasingly ageing society. The emphasis globally has changed to provision for all age groups as a result. In this report, we determine how Information and Communication Technologies (ICTs) are being introduced through programmes by a variety of agencies into the lives of one particular population group – the silver surfer. The context of this report is the United KingdomFinal Published versio