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.

Adopting web-based learning and teaching: a case study in higher education

Most universities worldwide are becoming distance education providers through adopting web-based learning and teaching via the introduction of learning management systems that enable them to open their courses to both on- and off-campus students. Whether this is an effective introduction depends on factors that enable and impede the adoption of such systems and their related pedagogical strategies. This study examines such factors related to adopting a learning management system in a large multicampus urban Australian university. The research method used case study approaches and purposively selected the sample consisting of innovative teaching academics from across the university, who used web-based approaches to teach both on- and off-campus learners. The data were analyzed using a combination of Rogers' theory of diffusion of innovations and actor-network theory and revealed a series of enabling and impeding factors faced by pioneering technology-adopter teaching academics, some of which are technology related while others are policy related and common to large multicampus institutions. The study found that safe adoption environments recognizing career priorities of academics are a result of the continuous negotiation between the evolving institution and its innovative and creative staff. The article concludes with a series of conditions that would form a safe, enabling, and encouraging environment for technology-adopter teaching academics in a large multicampus higher education setting.

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.

Accommodating learner diversity in web-based learning environments: imperatives for future developments

In this article, we focus on the use of Web-based learning environments for university students. We draw on an evaluation of an online environment that was developed to supplement face-to-face components of an undergraduate education unit in an Australian university. We explore learners' affective responses to this environment, finding that students' responses were often related to their familiarity with the learning environment, their skills and confidence with computer technology, and their preferred learning styles. It is not surprising to us that different students experienced the environment differently as this is the foundation of constructivist and socio-cultural understandings of learning. Yet, the models that currently predominate in the provision of online learning environments in universities offer very little in terms of responding and adapting to students' individual needs and preferences. Instead, online Web-based learning environments are most often designed to anticipate an average, or sometimes ideal, learner. We argue that designing for an imagined average or ideal learner does not adequately respond to the challenge of accommodating learner difference. If hopes for student-centred education are to be realised, future technological and pedagogical developments in online course provision need to be sophisticated enough to respond and adapt to individual students' needs and preferences across a wide range of variables.

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.

Understanding the ontological requirements for collaborative web-based experiential learning

The challenge of human-computer interaction forces educationalists to think of new ways to understand the social, historical and contextual nature of learning. Discussion and exchange of ideas enable learners to learn together. However, the granularity of the Webbased learning context is extensive; consequently, e- Courseware design faces new dilemmas. Only through targeted research will it be known with any certainty whether Web-based learning gives rise to a new type of learning dissonance [1]. It has been proposed that converged theoretical paradigms that underpin particular digitised or context-mediated learning systems are forcing learners into new ways of thinking [2]. This paper presents an overview of the plans for an experimental project designed to understand the ontological requirements for experiential instructional environments. This project is a joint research initiative involving three Universities in the Asia/Pacific region. Results will be used to inform educationalists interested in developing instructional strategies for a global community.

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.

Challenges of web-based learning environments: are we student-centred enuf?

The last decade has seen a phenomenal growth in the use of the Web in university education, with various factors influencing the adoption of Web-based technology. The reduction of government funding in the higher education sector has forced universities to seek technological solutions to provide courses for a growing and increasingly diverse and distributed student population [13,14]. Another impetus has been a shift in focus from teacher-centred to learner-centred education, encouraging educators to provide courses which enable students to manage their own learning [6]. In this paper we discuss challenges associated with the design and provision of Web-based learning environments that are truly student-centred. We draw on interview and questionnaire data from an evaluation study to raise issues surrounding the provision of online environments that meet learners' needs. We discuss the challenges of catering for the needs of different learners and the challenges associated with helping students to make the transition into new online learning environments.