Virtual Advice Services

The chapter looks at the issues involved with implementing and running a chat enquiry service, from choosing an appropriate product to staff training and publicity. The experiences of a number of UK Higher Education Institutions currently offering chat enquiry services are discussed at various stages. Aspects of more advanced use, such as web ‘co-browsing’ and virtual advice by appointment are also included. The chapter closes by considering what the future holds for virtual advice services and the potential impact of the growth in mobile technologies

Learning from Digital Natives: Bridging Formal and Informal Learning. Final Report

Overview This report suggests that students are increasingly making use of a variety of etools (such as mobile phones, email, MSN, digital cameras, games consoles and social networking sites) to support their informal learning within formalised educational settings, and that they use the tools that they have available if none are provided for them. Therefore, higher education institutions should encourage the use of these tools. Aims and background This study aimed to explore how e-tools (such as mobile phones, email, MSN, digital cameras, games consoles and social networking sites) and the processes that underpin their use can support learning within educational institutions and help improve the quality of students’ experiences of learning in higher education (pgs 9-11). Methodology The study entailed: (i) desk research to identify related international research and practice and examples of integration of e-tools and learning processes in formal educational settings; (ii) a survey of 160 engineering and social work students across two contrasting Scottish universities (pre- and post-1992) – the University of Strathclyde and Glasgow Caledonian University – and follow-up interviews with eight students across the two subject areas to explore which technologies students were using for both learning and leisure activities within and outside the formal educational settings and how they would like to use such technologies to support their learning in both formal and informal settings; and (iii) interviews with eight members of staff from across the institutions and two subject areas to identify their perceptions of the educational value of the e-tools. (pgs 24-27). Key findings • Students reported making extensive use of a variety of both e-tools (such as mobile phones, email, MSN, digital cameras) and social networking tools (such as Bebo, MySpace, Wikipedia and YouTube) for informal socialisation, communication, information gathering, content creation and sharing, alongside using the institutionally provided technologies and learning environments. • Most of the students owned their own computer or had access to a sibling or parent’s computer. Many students owned a laptop but preferred not to bring it onto campus due to security concerns and because they found it too heavy to carry about. • Ownership of mobile phones was ubiquitous. • Whilst the students’ information searching literacy seemed adequate, the ability of these students to harness the power of social networking tools and informal processes for their learning was low. Staff reported using a few Web 2.0 and social software tools but they were generally less familiar with how these could be used to support learning and teaching. There were misconceptions surrounding the affordances of the tools and fears expressed about security and invasion of personal space. Considerations of the costs and the time it would take staff to develop their skills meant that there was a reluctance to take up new technologies at an institutional level. • Subject differences emerged in both staff and student perceptions as to which type of tools they would find most useful. Attitudes to Web 2.0 tools were different. Engineers were concerned with reliability, using institutional systems and inter-operability. Social workers were more flexible because they were focused on communication and professional needs. • The study concluded that digital tools, personal devices, social networking software and many of the other tools explored all have a large educational potential to support learning processing and teaching practices. Therefore, use of these tools and processes within institutions, amongst staff and students should be encouraged. • The report goes on to suggest ways in which the use of such technologies can help strengthen the links between informal and formal learning in higher education. The recommendations are grouped under four areas – pedagogical, socio-cultural, organisational and technological

Analysis and Lessons Learned Instituting an Instant Messaging Reference Service at an Academic Health Sciences Library: The First Year

In February 2006, Thomas Jefferson University went live with a new instant messaging (IM) service. This paper reviews the first 102 transcripts to examine question types and usage patterns. In addition, the paper highlights lessons learned in instituting the service. IM reference represents a small proportion of reference questions, but based on user feedback and technological improvements, the library has decided to continue the service

Can I Have Your Attention? Implications of the Research on Distractions and Multitasking for Reference Librarians

The media have identified the last decade as “the age of distraction.” People today find it harder to work on long, sustained tasks because distractions are eroding their attention span, fostering a culture of discontinuity. Fields as diverse as psychology, business, education, human-computer interaction, and communication studies have produced a wealth of studies on interruptions, distractions, and multitasking–research that has important implications for reference librarians. The nature of our jobs invites interruptions by the public, requires familiarity with the latest technology, stimulates curiosity about a broad range of subjects, and demands adeptness at multitasking–all factors which can atomize attention

Making Space for Stories: Ambiguity in the Design of Personal Communication Systems

Pervasive personal communication technologies offer the potential for important social benefits for individual users, but also the potential for significant social difficulties and costs. In research on face-to-face social interaction, ambiguity is often identified as an important resource for resolving social difficulties. In this paper, we discuss two design cases of personal communication systems, one based on fieldwork of a commercial system and another based on an unrealized design concept. The cases illustrate how user behavior concerning a particular social difficulty, unexplained unresponsiveness, can be influenced by technological issues that result in interactional ambiguity. The cases also highlight the need to balance the utility of ambiguity against the utility of usability and communicative clarity.Comment: 10 page

PILOTING UNIFIED COMMUNICATION SOLUTION IN ENTERPRISE

Lack of efficient implementation of company’s internal communication sets challenges for IT departments. When implemented efficiently internal communication will increase productivity and degrease costs. On the other hand new systems can be complicated to initiate. This thesis will introduce testing of compatibility of an internal communication system as well as planning of implementation from the perspective of the IT department. This thesis will test compatibility by building a limited access system for internal communication. The system will be planned with the possibility of later use in a production environment. Results from the test environment can be later used in planning and implementation of actual production environment. User feedback gave useful information of compatibility of system for company’s needs and training needs. Company’s future needs and possibilities of expanding system to facilitate external communication were considered when planning a production version implementation. This thesis confirms that the system proved to be compatible with company’s needs. Also integration to existing systems proved successful. Piloting the new system in a limited user base increased buyer knowledge of product and its possibilities. Thorough planning was shown to have a significant impact on the success of implementation of new system. Also user training at the beginning of deployment was shown to increase gains and reduce redundant investments significantly. Step by step documentation provides a positive image of the structure and components of the new system. Documentation also improved quality of maintenance and reduced maintenance time.fi=Opinnäytetyö kokotekstinä PDF-muodossa.|en=Thesis fulltext in PDF format.|sv=Lärdomsprov tillgängligt som fulltext i PDF-format

Unified communications: The search for ROI through tomorrow’s business communication solutions

The traditional workplace is evolving; the way in which businesses communicate today is different than it was in the past and yet is likely to change again in the future. The current state of the economy and globalization has forced every organization to review its future business plans and cut costs everywhere including communications. Organizations are seeking out technology in hopes of finding new ways to reduce their bottom-line communication costs. Today, many enterprise business infrastructures are comprised of separate networks - voice, data, and mobile - yet most of the time these networks never interact. The ability to link business applications from various networks with communications proves to be valuable and is known as convergence. Convergence is defined as the combining of one or more elements into one. Unified Communications is a concept that looks to build on convergence, although it is not a new technology. Unified Communications is the term coined by the communications industry that signifies the comprehensive integration of various communication networks for reasons of increased revenue and reduced costs. Unified Communications will fundamentally transform the way in which people work - from decreased carrier costs to increased response times, the benefits of Unified Communications greatly outweigh the investment. This thesis will analyze the adoption of the Unified Communications paradigm by examining the Unified Communications solutions of tomorrow and prove that establishing a cohesive Unified Communications strategy will indisputably have a return on investment. In doing so, solutions from four Unified Communications vendors (Microsoft, Cisco, IBM, and RIM) will be examined to expose the potential benefits available to any enterprise business. The end result will show the rate of return for reducing costs and increasing revenue to yield a positive ROI for each vendors\u27 UC solution

InfoTech Update, Volume 15, Number 5, September/October 2006

https://egrove.olemiss.edu/aicpa_news/5018/thumbnail.jp

Examining the issues & challenges of email & e-communications. 2nd Northumbria Witness Seminar Conference, 24-25 Oct 2007 Northumbria University, Newcastle upon Tyne.

These proceedings capture the content of the second Witness Seminar hosted by Northumbria University’s School of Computing, Engineering and Information Sciences. It followed the success of the first witness seminar in terms of its format and style but differed in that it focused on one topic - managing email and other electronic communications technologies from a records perspective. As before the witnesses were invited to share their views and opinions on a specific aspect taking as their starting point a pertinent published article(s). Three seminars explored the business, people and technology perspectives of email and e-communications, asking the following questions: What are the records management implications and challenges of doing business electronically? Are people the problem and the solution? Is technology the problem or panacea? The final seminar, 'Futurewatch', focused on moving forward, exploring new ways of working, potential new technologies and what records professionals and others need to keep on their radar screens