A set of patterns for the web-based interfaces of an employee services system

The provision of Human Resource (HR), especially payroll, is a core function in every organization. Previously, providers of HR/payroll have offered their services to their clients via conventional modes of communication, such as telephones, facsimile, and courier services. In recent years, with the advent of the Internet and the emergence of web-based electronic commerce, there has been a rise in the adoption of web-based technology and information
systems by service providers, thereby enabling them to interact with their clients through this medium. This development necessitates the use of web-based user interfaces as workspaces between the HR/payroll providers and their clients, and thus, raises certain concerns that determine the effectiveness of web-based workflow systems. These concerns, related to the use of web interfaces, form the basis of the patterns discussed in this paper

The cost of recovery protocols in web-based database systems

The cost of recovery protocols is important with respect to system performance during normal operation and failure in terms of overhead, and time taken to recover failed transactions. The cost of recovery protocols for web database systems has not been addressed much. In this paper, we present a quantitative study of cost of recovery protocols. For this purpose, we use an experiment setup to evaluate the performance of two recovery algorithms, namely the, two-phase commit algorithm and log-based algorithm. Our work is a step towards building reliable protocols for web database systems.

Evaluation of phenomenological findings in IS research : a study in developing web-based IS

This paper presents a phenomenological investigation of project managers’ experiences with the implementation of web-based employee service systems (ESS), a domain that has witnessed sharp growth in Australia in recent times. The rich, multidimensional account of project managers’ experiences with the implementation of ESS revealed the social obstacles and fragility of intraorganizational relationships that demanded a cautious and tactful approach. While arriving at such findings usually concludes the cyclical process of phenomenological study, Information Systems (IS) research usually demands some independent assessment of the empirical discovery, which led us to conducting a further study focusing on the evaluation of the collected and packaged project managers’ experience. This phenomenological evaluation is in the focus of this paper. By means of a small case study, this project engaged a number of professional teams to reflect upon the previously captured problem-solving experience and determine its applicability, usefulness and relevance in developing new web-based ESS products and services.

Tropes in advertising: a web-based empirical study

This study examines the role of one type of rhetorical figure, tropes, which are creative devices that entail the arrangement of words in paradoxical relationships. Specifically, its focus lies in investigating whether the influence simple and complex tropes have on persuasion, as reported in previous research by Toncar and Munch (2003), are generalisable beyond the sample they used. In the extant literature, it is argued that by fully understanding the effects of certain types of tropes, advertisers may better apply their persuasive messages. The study finds that, when using subjective measures as initiated by Toncar and Munch (2003), tropes have no influence on persuasion. While it is noted that further research is needed to increase the generalisability of this study, this result holds true when both simple and complex trope types are used.

Toward successful knowledge transfer in web-based self-service for information technology services

Web-based self-service has emerged as an important strategy for providing pre- and post-sales customer support. Yet, there is a dearth of theoretical or empirical research concerning the organisational, customer-oriented, knowledge-based, and employee-oriented factors that enable web-based self-service systems (WSS) to be successful in a competitive global marketplace. In this paper, we describe and discuss findings from the first phase of a multi-method research study designed to address this literature gap. This study explores critical success factors (CSFs) involved in the transfer of support-oriented knowledge from an information technology (IT) services firm to commercial customers when WSS are employed. Empirical data collected in a CSF study of a large multinational IT services business are used to identify twenty-six critical success factors. The findings indicate that best-in-class IT service providers are aware of a range of critical success factors in the transfer to commercial customers of resolutions and other support-oriented knowledge via WSS. However, such firms remain less certain about what is needed to support customer companies after support-oriented knowledge has initially been transferred to the customer firm.

Pervasive computing at tableside : a wireless web-based ordering system

Purpose – The purpose of this paper is to introduce a wireless web-based ordering system called iMenu in the restaurant industry. Design/methodology/approach – By using wireless devices such as personal digital assistants and WebPads, this system realizes the paradigm of pervasive computing at tableside. Detailed system requirements, design, implementation and evaluation of iMenu are presented.

Findings – The evaluation of iMenu shows it explicitly increases productivity of restaurant staff. It also has other desirable features such as integration, interoperation and scalability. Compared to traditional restaurant ordering process, by using this system customers get faster and better services, restaurant staff cooperate more efficiently with less working mistakes, and enterprise owners thus receive more business profits.

Originality/value – While many researchers have explored using wireless web-based information systems in different industries, this paper presents a system that employs wireless multi-tiered web-based architecture to build pervasive computing systems. Instead of discussing theoretical issues on pervasive computing, we focus on practical issues of developing a real system, such as choosing of web-based architecture, design of input methods in small screens, and response time in wireless web-based systems.

Enabling successful web-based information technology support for enterprise customers: a service provider perspective of stakeholder-based issues

An understanding by support organisations of the key factors enabling successful enterprise after-sales customer support provision when using Web-based Selfservice Systems (WSSs) is essential to making  improvements in such systems. This paper reports key stakeholder-oriented findings from an interpretive study of critical success factors (CSFs) for the transfer of after-sales support-oriented knowledge from an information technology (IT) service provider to enterprise customers when a WSS is used. The findings suggest that researchers and practitioners should consider WSSs within a complex network of service providers, business partners and customer firms. The paper also clearly points to a need for support organisations to engage in greater collaboration and integration of WSSs with enterprise customers and business partners.

Understanding knowledge transfer in web-based B2B IT support

In managed information technology (IT) support environments, transferring solution-oriented knowledge from an IT service provider to an enterprise customer offers benefits to both firms. However, the process of inter-organisational knowledge transfer is not well understood in such complex settings where Web-based Self-service Systems (WSSs) are increasingly employed. This paper draws on findings from an interpretive study of six large multinational IT service providers to provide a staged model of after-sales knowledge transfer from an IT service provider to an enterprise customer when a WSS is used. The paper also identifies and discusses the key challenges involved at each stage.

Fuzzy-neuro web-based multilingual knowledge management

This paper presents new methodology towards the automatic development of multilingual Web portal for multilingual knowledge discovery and management. It aims to provide an efficient and effective framework for selecting and organizing knowledge from voluminous linguistically diverse Web contents. To achieve this, a concept-based approach that incorporates text mining and Web content mining using neural network and fuzzy techniques is proposed. First, a concept-based taxonomy of themes, which will act as the hierarchical backbone of the Web portal, is automatically generated. Second, a concept-based multilingual Web crawler is developed to intelligently harvest relevant multilingual documents from the Web. Finally, a concept-based multilingual text categorization technique is proposed to organize multilingual documents by concepts. As such, correlated multilingual Web documents can be gathered/filtered/organised/ based on their semantic content to facilitate high-performance multilingual information access.

Testing the design for Web-based electronic services acceptance model (E-SAM)

This paper reports on the design and testing of a model, which evaluates the relationship components of a Web-based EServices Acceptance Model (E-SAM). The paper proposes that user experience, user motivation, perceived usefulness, perceived ease of use that may determine user acceptance of web-based eServices. The model is tested in a university environment where students and staff use services that have moved from an old paper-based to Web-based eService system. The results of data analysis highlight that user experience is strongly related to perceived ease of use; and perceived usefulness to user motivation in user acceptance of Web-based eServices. The strength of these relationships and the lack of strong relationships between other components suggest that the model's application to eServices is able to highlight the complexity of the eService process and the need for researchers to seek additional components in studying technology acceptance on the World Wide Web.

Language learning : an introduction for teaching

The fourth edition ... continues to provide an accessible and comprehensive explanation of language acquisition and use, written specifically for Australian teacher-education students and teachers.