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.

Exploring the global and local networks of national information system integration initiatives : a case study of national cultural collection integration from an actor-network perspective

Australian Museums Online (AMOL) was the earliest attempt to make Australia’s distributed cultural collections accessible from a single online resource. Despite early successes, significant achievements and the considerable value it offered certain groups, the project ran into operational difficulties and was eventually discontinued. By using Actor-Network Theory and analysing the global and local actor-networks, it is revealed that although the project originated from large, state museums, buy-in was restricted to individuals, rather than institutions and the most significant value was for smaller, regional institutions. Furthermore, although the global networks that governed the project could translate their visions through the local production networks, because the network’s underlying weaknesses were never addressed, over time this destablised the global networks. This case study offers advice for projects attempting to consolidate data sources from disparate sources, and highlights the importance of individual actors in championing the project.

Staff perceptions of the role of technology in experiential learning: a case study from an Australian university

This paper reports on a cross-disciplinary comparative study that examines the interplay between information and communications technologies (ICT) and experiential learning, in the context of seven fields of professional practice in undergraduate education. Our central claim is that academic teachers' framing of the meaning and nature of experiential learning shapes the actual and possible uses of ICT, in supporting the development of professional expertise in academic and workplace learning environments. Implicit in teaching conceptions and practices is an underlying view of the changing nature and conduct of the professions, and the requirements for effective entry level practice in relevant professional fields. The paper explores key indicators of ICT development and usage in supporting the creation of meaningful professional learning, and the design of integrated, coherent, professional learning environments.

Towards a knowledge perspective in information security risk assessments - an illustrative case study

Many methodologies exist to assess the security risks associated with unauthorized leakage, modification and interruption of information for a given organisation. We argue that the traditional orientation of these methodologies, towards the identification and assessment of technical information assets, obscures key risks associated with the cultivation and deployment of organisational knowledge. Our argument is developed through an illustrative case study in which a well-documented methodology is applied to a complex data back-up process. This process is seen to depend, in subtle and often informal ways, on knowledge to sustain operational complexity, handle exceptions and make frequent interventions. Although typical information security methodologies identify people as critical assets, we suggest a new approach might draw on more detailed accounts of individual knowledge, collective knowledge, and their relationship to organisational processes. Drawing on the knowledge management literature, we suggest mechanisms to incorporate these knowledge-based considerations into the scope of information security risk methodologies.

Solar greenhouse technology for food security : a case study from Humla District, NW Nepal

Food security is a significant issue for many people who live in remote mountain areas around the world. Most of these people are also poor because of the lack of opportunity to earn cash. Malnutrition is common because the harsh climate restricts production and access to fresh food. Simple conventional greenhouses can provide some improvement of growing conditions, but the benefits are limited because of the high heat losses from these structures. Solar greenhouses, however, which are designed to store some of the heat generated within the structure can overcome these limitations. This article describes the experiences of a nongovernmental organization that has been introducing community and family-owned solar greenhouses into the remote villages of Humla, a mountainous district of northwest Nepal prone to food insecurity. The overall result has been positive. Family-owned greenhouses, which avoid the issues of community ownership and operation, have been more successful. A validated computer model based on the first solar greenhouse has been used to predict the thermal performance of a new family-sized design. Training and education are vital to the success of solar greenhouse technology in remote mountain areas.

Preliminary insights from a multiple case study on process modelling impact

Process modelling – the design and use of graphical documentations of an organisation’s business processes – is a key method to document and use information about business processes in organisational projects. Still, despite current interest in process modelling, this area of study still faces essential challenges. One of the key unanswered questions concerns the impact of process modelling in organisational practice. Process modelling initiatives call for tangible results in the form of returns on the substantial investments that organisations undertake to achieve improved processes. This study explores the impact of process model use on end-users and its contribution to organisational success. We posit that the use of conceptual models creates impact in organisational process teams. We also report on a set of case studies in which we explore tentative evidence for the development of impact of process model use. The results of this work provide a better understanding of process modelling impact from information practices and also lead to insights into how organisations should conduct process modelling initiatives in order to achieve an optimum return on their investment.

Estimating non-response bias in a web-based survey of technology acceptance : a case study of unit guide information systems

Surveys are mostly challenged by response rates. Among the various types of survey research, web-based (internet-based/electronic/online) surveys are commonly used for data collection for a geographically diverse population. In surveys with high/low response rates, non-response bias can be a major concern. While it is not always possible to measure the actual bias due to non-response there are different approaches and techniques that help to identify reasons of non-response bias. The aims of this paper are twofold. (1) To provide an appropriate, interesting and important non-response bias case study for future web-based surveys that will provide guidance to other Information Systems researchers. The case-study concerns an online-survey to evaluate a technology acceptance model for Unit Guide Information systems (UGIS). (2) To discuss how nonresponse bias in a web-based technology acceptance study of an information system (UGIS in this case) can be contained and managed.

Knowledge transfer in enterprise information technology support using web-based self-service systems

This paper explores Critical Success Factors (CSFs) in the transfer
of after-sales support-oriented knowledge from Information Technology (IT)
support organisations to enterprise customers, using Web-based self-service Systems (WSS). As it appears that best-in-class companies are ahead of the academic work in this area, we approached the topic through an exploratory CSF study of a best-in-class multinational IT services firm and identified 26 CSFs. Key findings from the study indicate that best-in-class IT service organisations may be cognisant of a range of factors relating to supporting customers, but are less aware of what is needed to support their own frontline support agents. Such organisations also lack an understanding of what is needed to provide enterprise support in the later stages of knowledge transfer, where enterprise customers can experience problems attempting to integrate resolutions. The study further showed that many aspects that might be characterised as encompassing socio-technical issues relating to the provision of web-based self-service are still poorly understood.

Contexts of relevance in explanatory case studies in information systems : ubiquitous information technology implementation in organizations

Case studies of the organizational implementation of traditional business computing have often emphasized the importance of context in research design and data analysis. The emergence of computing phenomena that pervade different contexts within and even beyond the organizational boundary suggests the need to disaggregate the notion of context to allow for finer levels of contextual analysis. Indeed we demonstrate that a failure to consider interdependent levels of context in organizational case studies of computing technologies that even approach ubiquity runs the risk of partial and even incorrect conclusions being drawn. We illustrate this argument by means of two explanatory case studies of intranet and mobile technology implementation in organizations. Based on the extant literature on context in case study design and examples drawn from the cases, we propose a range of interconnected and interrelated contexts to consider in the research design of explanatory cases of ubiquitous technology implementation in organizations.

Use of geographical information systems as a tool for predicting fish yield in tropical reservoirs : case study on Sri Lankan reservoirs

Use of geographical information systems (GIS) in inland fisheries has hitherto been essentially restricted to site evaluation for aquaculture development and assessment of limnological changes in time and space in individual water bodies. The present GIS study was conducted on the land-use pattern of the catchments of nine reservoirs in Sri Lanka, for which detailed fishery data, viz. yield, fishing intensity, landing size of major constituent species, together with selected limnological data such as conductivity and chlorophyll-a, were available. Potential statistical relationships (linear, curvilinear, exponential and second-order polynomial) of fish yield (FY, in kg ha−1 yr−1) to different land-use patterns, such as forest cover (FC, in km2) and shrub-land (SL, in km2), either singly, or in combination, and/or the ratio of each land type to reservoir area (RA in km2) and reservoir capacity (RC in km3), were explored. Highly significant relationships were evident between FY to the ratio of SL and/or FC+SL to RA and/or RC. Similarly, the above land-use types to RA and RC ratios were significantly related to limnological features of the reservoirs. The relationships of FY to various parameters obtained in this study were much better correlated than those relationships of FY to limnological and biological parameters used in yield prediction in tropical and temperate lacustrine waters previously.

Issues in developing e-health systems: an Australian case study

Over the last few years, perceptions of the importance of eHealth have increased rapidly, together with the use of IS&T in the delivery of health and social services. Although “e” approaches to health and social services have much potential, they are not panaceas, and the use of new technologies in improving the efficiency and effectiveness of such systems cannot be considered in isolation from their wider context. eHealth systems remain complex socio-organisational systems and, as we will argue and illustrate through this case study, require that a balanced approach to feasibility and desirability analysis be taken.

The case study in this paper describes a feasibility study into the potential effectiveness of a smartdevice-based electronic data collection and payment system which was proposed for the provision of disability services. A key finding of the study was that the most significant impediment to such a system was the highly diffused, fragmented, interlocking organisational structure of the social service administration itself. Rather than raise issues specific to the implementation or diffusion of new technologies in designing e-health services, it raised issues associated with decision making and control in such an environment, and with the design of the underlying organisational system: for service provision, the level of detail required in the service data, and the locus of decision-making power among the stakeholders.

In our account we illustrate the existence of multiple, incommensurate but valid perceptions of the human service provision problem, and discuss the implications for developers or managers of information systems in the arena of e-health or governance. We examine this environment from sociological and information systems perspectives, and confirm the usefulness of socio-organisational approaches in understanding such contexts.

Toward an integrative role for intranets : an interpretive case study of intranet-based dynamic knowledge integration in socio-technical networks

An increasing challenge for contemporary businesses is to be able to respond to perceived opportunities and threats by dynamically integrating knowledge dispersed across and beyond the organisation. This paper provides findings from two interpretive case studies that illustrate how corporate intranets can be dynamically interwoven with other knowledge technologies in socio-technical networks (STNs) to integrate distributed formal and infonnal knowledge. A key finding suggests that businesses should carefully examine employee use of intranets for dynamic knowledge integration, and any implications stemming from this new integrative role for intranets. The paper also provides a theoretical framework for dynamic knowledge integration in STNs, which can underpin future research in this area.