INVOLVEMENT PRACTICES IN PERSUASIVE SERVICE ENCOUNTERS: THE CASE OF HOME SECURITY ADVICE

Advisors providing non-commercial service encounters are neither trained nor explicitly incentivized to persuade the advisee. However, a whole range of encounters may benefit from enhanced persuasiveness to prevent the advisee from taking counterproductive decisions. Persuasion literature from the field of social psychology points to the persuadee’s involvement as a central factor of persuasive effect. Nevertheless, little is known on how persuader addresses persuadee’s involvement and how those efforts can be supported by means of modern technology, especially in the non-commercial service encounters. Based on a detailed analysis of experimental service encounters and supported by the in situ studies of real advisory sessions, this study identifies a set of involvement practices, i.e., conversational practices that advisors engage in when trying to improve the advisee’s involvement and illustrates how these practices can be afforded with modern multimedia technology. Thereby, the manuscript proposes to bridge the notions of involvement from the conversation studies and from the persuasion literature. By pointing to the influence of IT on persuasive behaviour in service encounters, it brings together the concept of persuasive technology and service support as a subfield of IS. The manuscript offers novel perspective for framing the conversations and the practices in service encounters

Intransparenz bei komplexen digitalen Dienstleistungen – Der Fall der Beantragung einer Baugenehmigung

In diesem Artikel wird das Ergebnis einer Studie aufgearbeitet, die ergab, dass Behörden trotz ihrer Bemühungen, bürgerfreundlicher zu werden, ihre Ziele nicht erreichen können, solange sie auf Effizienz und Rechtskonformität konzentriert bleiben. Denn dadurch erkennen sie die Transparenzprobleme, mit denen die Einwohnerinnen und Einwohner heute konfrontiert sind, nicht. Diese sind u.a. Informations-, Geschäftsprozess-, Kosten-, Gesetzesintransparenz etc. Der Artikel benennt diese, um die Grundlage für deren Bewältigung zu legen und eine klare Strategie zu ermöglichen, die den Zweck und den Umfang einer Dienstleistung verdeutlicht und ein Datenintegrationskonzept, das über alle Dienstleistungskanäle reicht, ermöglicht

The Digital Transformation of Physician–Patient Consultations: Identifying Problems and Approaches to Improve Adherence

There is evidence for a correlation between effective physician–patient communication in consultations and improved adherence to treatment. Lack of time, limited communication training, growing administrative duties, and low recall of physicians’ information and recommendations by patients are antagonists to effective physician–patient communication. In interviews with physicians, therapists, and patients, we first identify problems of current consultation practices and condense them in a problem scenario. We then use interview results to explore potential solutions, applying modern information technology such as digital medical assistants. Lastly, those potential solutions are condensed in an activity scenario that can be used for further design science research activities

Alumni Journal - Volume 88, Number 3

Features10 | A Letter to Alumni12 | The Alumni Association’s Historical Ties to Research13 | The Opera Singer15 | Interview: It All Began with a Bald Mouse, Gerald G. Krueger ’6618 | Graduation 201732 | The Art of Unconventional Connections34 | A Balancing Act36 | When I Am Not Rewarded Departments2 | From the Editor4 | From the President6 | From the Vice Dean7 | The Student Fund8 | School of Medicine News38 | Placement and Classified Ads39 | Alumni News40 | In Memoriam45 | What\u27s Up Doc? Extras24 | From the Class Presidenthttps://scholarsrepository.llu.edu/sm-alumni-journal/1022/thumbnail.jp

Alumni Journal - Volume 88, Number 3

Features10 | A Letter to Alumni12 | The Alumni Association’s Historical Ties to Research13 | The Opera Singer15 | Interview: It All Began with a Bald Mouse, Gerald G. Krueger ’6618 | Graduation 201732 | The Art of Unconventional Connections34 | A Balancing Act36 | When I Am Not Rewarded Departments2 | From the Editor4 | From the President6 | From the Vice Dean7 | The Student Fund8 | School of Medicine News38 | Placement and Classified Ads39 | Alumni News40 | In Memoriam45 | What\u27s Up Doc? Extras24 | From the Class Presidenthttps://scholarsrepository.llu.edu/sm-alumni-journal/1022/thumbnail.jp

Negotiating with social algorithms in the design of service personalization

Supported by three standalone yet complimentary essays, this thesis investigates the development of service personalization that has been mediated by technologies characterized as having elements of Artificial Intelligence (AI), including prediction, natural language processing, and machine learning. The aim of this work is to expand our understanding of the role emerging technologies play in affording personalization, and personalization’s relationship with systems increasingly capable of mediating experiences directly with users. Data was collected from participant observation of an AI development company over two and a half years and comprised of a detailed mapping of the technologies as well as development documents, chats, meetings, and interviews with developers and key users. We found that the implementation of deeper forms of personalization over time led to the adoption of emerging technologies like AI. In the context of a government agency, these algorithms changed the way employees are screened and selected. We also found that requests for personalization led to increasingly opaque systems where interpretation about how algorithms work emerges in place of an explanation of how they work. Building upon these findings, a framework was developed to investigate 34 discrete cases of personalization across dimensions of ease of design and ease of understanding. We found that the pursuit of deeper personalization leads to the adoption of tools that make increasingly social decisions. That is, we utilize social technologies despite their complexity because they make faster and deeper decisions about individuals from social data than can be done without them. To accomplish this, various strategies are employed to help increase user tolerance for a lack of understanding of their inner workings and to ensure they operate within bounds acceptable to users and the designers of the systems. As these systems gain increasing autonomy, issues of bias amplification, privacy, and an increasingly inexplainable logic behind decision-making remain persistent and this has implications for theory and practice

Practical, appropriate, empirically-validated guidelines for designing educational games

There has recently been a great deal of interest in the potential of computer games to function as innovative educational tools. However, there is very little evidence of games fulfilling that potential. Indeed, the process of merging the disparate goals of education and games design appears problematic, and there are currently no practical guidelines for how to do so in a coherent manner. In this paper, we describe the successful, empirically validated teaching methods developed by behavioural psychologists and point out how they are uniquely suited to take advantage of the benefits that games offer to education. We conclude by proposing some practical steps for designing educational games, based on the techniques of Applied Behaviour Analysis. It is intended that this paper can both focus educational games designers on the features of games that are genuinely useful for education, and also introduce a successful form of teaching that this audience may not yet be familiar with