Overcoming Transactional Distance

Theory is increasingly important as libraries transition traditional reference practices to online learning environments. This paper suggests and explores the boundaries of a new theory of reference interaction in the online environment that is grounded in online learning theories and the educational theory of transactional distance. The paper examines an operational definition of the librarian’s instructional intent in email reference service, considering it the level of customized content in canned, instructional messages at institutions that provide e-mail reference service. This definition is tested statistically, suggesting that when a canned response is edited for content by the responder more instruction is likely to occur and transactional distance is overcome

A model-based approach to service creation

This paper presents a model-based approach to support service creation. In this approach, services are assumed to be created from (available) software components. The creation process may involve multiple design steps in which the requested service is repeatedly decomposed into more detailed functional parts, until these parts can be mapped onto software components. A modelling language is used to express and enable analysis of the resulting designs, in particular the behaviour aspects. Methods are needed to verify the correctness of each design step. A technique called behaviour refinement is introduced to assess the conformance relation between an abstract behaviour and a more concrete (detailed) behaviour. This technique is based on the application of abstraction rules to determine the abstraction of the concrete behaviour such that the obtained abstraction can be compared to the original abstract behaviour. The application of this refinement technique throughout the creation process enforces the correctness of the created servic

Configurability, Maturity, and Value Co-creation in SaaS: An Exploratory Case Study

This study answers the research question, “How do value co-creation components – value, offering, value networks, user involvement, and interaction process – change over time as Software-as-a-Service (SaaS) configurability moves toward maturity?” We conducted a case study of GlobalSchool, a SaaS company providing administrative software to small-sized schools. We refined the SaaS maturity model by integrating the concept of self-service. We further assessed configurability (along with SaaS maturity) from the co-creation of value perspective. Our findings show that value co-creation components are dynamic, changing at different maturity levels. We also identified two drivers for change – knowledge and volume of clients. Our study contributed toward the SaaS and value co-creation literature. The managerial implications include the need for SaaS vendors to balance between providing support and self-service, solicit feedback from long-standing clients, and slowly transition clients to the self-service concept

Technology and Web 2.0

Final draft / post-print of book chapte

Telecommunication Services Engineering- Definitions, Architectures and Tools

This paper introduces telecommunication services engineering through a definition of services, of network architectures that run services, and of methods, techniques and tools used to develop services. We emphasize the Intelligent Network (IN), the Telecommunication Management Network (TMN) and TINA architecture

Opening interlibrary loan to open access

Copyright held by Emerald Group Publishing Limited.Purpose – The purpose of this paper is to examine interlibrary loan requests for open access materials submitted during fiscal years 2010 and 2011 and to determine the impact of open access materials upon fill rate for interlibrary borrowing requests. Design/methodology/approach – Borrowing requests for open access materials were quantitatively analysed and compared to total borrowing requests. Findings – During the period studied, borrowing requests for open access materials increased while overall requests held steady. As the number of requests filled with open access documents continues to rise, IUPUI University Library is able to provide a service to users and cost savings for the library by utilizing this material. The difficulty users have in navigating the online information environment makes it unlikely that interlibrary loan requests will decrease due to the growing amount of open access material available. Originality/value –The literature discussing the use of open access materials to fulfill ILL requests is limited and largely focuses on educating ILL practitioners about open access and providing suggested resources for locating open access materials. This research paper studies actual requests for open access materials and their impact on interlibrary loan. Keywords – open access, interlibrary loan, interlending, academic libraries Paper type – Research pape

Digital Democracy: Episode IV—A New Hope*: How a Corporation for Public Software Could Transform Digital Engagement for Government and Civil Society

Although successive generations of digital technology have become increasingly powerful in the past 20 years, digital democracy has yet to realize its potential for deliberative transformation. The undemocratic exploitation of massive social media systems continued this trend, but it only worsened an existing problem of modern democracies, which were already struggling to develop deliberative infrastructure independent of digital technologies. There have been many creative conceptions of civic tech, but implementation has lagged behind innovation. This article argues for implementing one such vision of digital democracy through the establishment of a public corporation. Modeled on the Corporation for Public Broadcasting in the United States, this entity would foster the creation of new digital technology by providing a stable source of funding to nonprofit technologists, interest groups, civic organizations, government, researchers, private companies, and the public. Funded entities would produce and maintain software infrastructure for public benefit. The concluding sections identify what circumstances might create and sustain such an entity

How Digital Learning Processes Meet The Ever Changing Needs Of The Policing Profession? Enablers And Barriers In Its Application

This is a developmental paper discussing the topic of professional development through digital learning in the context of education and training of public servants. The fieldwork is undertaken with policing organizations, more specifically territorial forces in England and Wales and their national body for professional development. In particular, this empirical study explores the current application of digital learning in the police service across England and Wales and considers how digital learning processes meet the ever-changing needs of the policing profession in order to identify enablers and barriers in its application. The paper contributes to gaining new insights on digital learning in the context of public service organizations. This research raises awareness into the challenges faced by the police in managing digital learning design and implementation to meet the changing demands of the policing service. The findings of this research can be applied in other workplace contexts where organisations require professionals to get upskilled through digital learning