Problem solving methods in a global networked age

We believe that the future for problem solving method (PSM) derived work is very promising. In short, PSMs provide a solid foundation for creating a semantic layer supporting planetary-scale networks. Moreover, within a world-scale network where billions services are used and created by billions of parties in ad hoc dynamic fashion we believe that PSM-based mechanisms provide the only viable approach to dealing the sheer scale systematically. Our current experiments in this area are based upon a generic ontology for describing Web services derived from earlier work on PSMs. We outline how platforms based on our ontology can support large-scale networked interactivity in three main areas. Within a large European project we are able to map business level process descriptions to semantic Web service descriptions, to enable business experts to manage and use enterprise processes running in corporate information technology systems. Although highly successful, Web service-based applications predominately run behind corporate firewalls and are far less pervasive on the general Web. Within a second large European project we are extending our semantic service work using the principles underlying the Web and Web 2.0 to transform the Web from a Web of data to one where services are managed and used at large scale. Significant initiatives are now underway in North America, Asia, and Europe to design a new Internet using a 'clean-slate' approach to fulfill the demands created by new modes of use and the additional 3 billion users linked to mobile phones. Our investigations within the European-based Future Internet program indicate that a significant opportunity exists for our PSM-derived work to address the key challenges currently identified: scalability, trust, interoperability, pervasive usability, and mobility. We outline one PSM-derived approach as an exemplar

TENDENCIAS DEL SOFTWARE SOCIAL EN LA EMPRESA

RESUMEN ANALÍTICOLa aplicación de las tecnologías Web 2.0 a nivel organizacional abre una nueva era para las empresas marcada por la colaboración y comunicación. Empresa 2.0 es el término que emerge para describir la adopción de las tecnologías Web 2.0 por parte de las organizaciones. Este artículo pretende examinar las tendencias actuales y el impacto de la Web 2.0 a nivel organizacional, desde el punto de vista administrativo, los empleados, y en el intercambio de información dentro y entre empresas. Este fenómeno se espera que genere otra ola de cambios, que se cree que podría ser similar en magnitud a las que se experimentaron durante la revolución de Internet. En este sentido, como toda nueva tecnología en su proceso de introducción debe superar ciertos retos y conflictos. La seguridad, la privacidad, la ética y las consideraciones jurídicas, desempeñan un papel importante en la forma de desarrollo de estas tecnologías en el tiempo. Sin embargo, ha llegado el momento, que las empresas comiencen a establecer estrategias para lograr su utilización y seguir siendo competitivas en el escenario del negocio global.PALABRAS CLAVES: Software social, Empresa 2.0, Tecnologías de colaboración, Mundos virtuales, Seguridad Web 2.0, Web interactiva, Tecnologías AJAX.  ANALYTICAL SUMMARYThe application of Web 2.0 technologies at the organizational level opens a new era marked by corporate collaboration and communication. Enterprise 2.0 is the term that emerged to describe the adoption of Web 2.0 technologies by organizations. This article aims to examine current trends and impact of Web 2.0 in organizations, from an administrative point of view, employees, and the exchange of information within and between enterprises. This phenomenon is expected to generate another wave of changes in organizations that are believed to be similar in magnitude to those experienced during the Internet revolution. In this sense, like any new technology introduction process must overcome certain challenges and conflicts. Security, privacy, ethics and legal considerations, play an important role in the development of these technologies over time. However, it is time that companies begin to develop strategies for achieving your use and remain competitive in the global business scene.KEYWORDS: Social Software, Enterprise 2.0, Collaborative technologies, Virtual worlds, Security Web 2.0, Interactive Web, AJAX technologies

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

Application of Web 2.0 technologies in e-government: A United Kingdom case study

Electronic government (e-Government) has endured significant transformation over the last decade and currently, it is making further leaps by incorporating modern technologies such as second generation web (Web 2.0) technologies. However, since the development and use of this kind of technology is still at its early stages in the public sector, research about the use of Web 2.0 in this domain is still highly tentative and lacks theoretical underpinning. This paper reports the preliminary findings of an in-depth case study in the United Kingdom (UK) public sector, which explore the application of Web 2.0 technologies in the local government authority (LGA). The findings elicited from the case study offer an insight into information systems (IS) evaluation criterions and impact factors of Web 2.0 from both a practical setting and an internal organisational perspective. This paper concludes that a combined analysis of the evaluation and impact factors rather than a singular approach would better assist the decision making process that leads to effective application of Web 2.0 technologies. It also highlights the significant impact and perceived effect of adoption of such technologies

Final report of work-with-IT: the JISC study into evolution of working practices

Technology is increasingly being used to underpin business processes across teaching and learning, research, knowledge exchange and business support activities in both HE and FE. The introduction of technology has a significant impact on the working practices of staff, often requiring them to work in a radically different way. Change in any situation can be unsettling and problematic and, where not effectively managed, can lead to poor service or functionality and disenfranchised staff. These issues can have a direct impact on institutional effectiveness, reputation and the resulting student experience. The Work-with-IT project, based at the University of Strathclyde, sought to examine changes to working practices across HE and FE, the impact on staff roles and relationships and the new skills sets that are required to meet these changes

A theoretical model for the application of Web 2.0 in e-Government

Government organisations in many countries have started embracing modern technologies such as second generation web (Web 2.0) in an attempt to maximize on the benefits of these technologies as well as keeping up with the current trend. Nevertheless, the advancement and the adoption of these of technologies is in its initial stages in the public sector. Therefore, the research problem is that the literature surrounding the application of Web 2.0 is still highly tentative and exploratory. In particular, there is a lack of research exploring the application of Web 2.0 technologies in the context of local e-Government. This study aims to address this research problem by presenting a comprehensive decision-making tool to aid the effective application of Web 2.0 technologies amongst local government authorities (LGAs). In doing so, resulting in the development of a theoretical model that is underpinned by information systems evaluation criteria and impact factors of Web 2.0 from an internal organizational perspective. By addressing the research problem, this study will make a significant contribution to the normative literature by providing new insights of Web 2.0 technologies within the public sector. This will be of specific relevance to scholars, policy makers, LGAs and practitioners who are interested in the adoption of Web 2.0 technologies in an e-Government context. This paper presents the proposed theoretical model and is largely devoted to an explanation on the development of the model

Web 2.0 and micro-businesses: An exploratory investigation

This is the author's final version of the article. This article is (c) Emerald Group Publishing and permission has been granted for this version to appear here. Emerald does not grant permission for this article to be further copied/distributed or hosted elsewhere without the express permission from Emerald Group Publishing Limited.This article was chosen as a Highly Commended Award Winner at the Emerald Literati Network Awards for Excellence 2013.Purpose – The paper aims to report on an exploratory study into how small businesses use Web 2.0 information and communication technologies (ICT) to work collaboratively with other small businesses. The study had two aims: to investigate the benefits available from the use of Web 2.0 in small business collaborations, and to characterize the different types of such online collaborations. Design/methodology/approach – The research uses a qualitative case study methodology based on semi-structured interviews with the owner-managers of 12 UK-based small companies in the business services sector who are early adopters of Web 2.0 technologies. Findings – Benefits from the use of Web 2.0 are categorized as lifestyle benefits, internal operational efficiency, enhanced capability, external communications and enhanced service offerings. A 2×2 framework is developed to categorize small business collaborations using the dimensions of the basis for inter-organizational collaboration (control vs cooperation) and the level of Web 2.0 ICT use (simple vs sophisticated). Research limitations/implications – A small number of firms of similar size, sector and location were studied, which limits generalizability. Nonetheless, the results offer a pointer to the likely future use of Web 2.0 tools by other small businesses. Practical implications – The research provides evidence of the attraction and potential of Web 2.0 for collaborations between small businesses. Originality/value – The paper is one of the first to report on use of Web 2.0 ICT in collaborative working between small businesses. It will be of interest to those seeking a better understanding of the potential of Web 2.0 in the small business community.WestFocu