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.

A model for enhancing empowerment in farmers using mobile based information system

Farmers living in rural villages of Sri Lanka do not have proper access to information to make informed decisions about their livelihoods and as a result they face constant hardships in their lives. They use mobile phones to communicate but these are not currently connected to the Internet. We are investigating how to provide personalized information to farmers with the aim of empowering them to make informed decisions and take appropriate actions. In this paper we propose an empowerment model that has been designed to achieve their goals which have been identified using a scenario-based approach. The model examines several empowerment processes and supporting tools that would help them to achieve their goals with the hope that they would have an increased sense of control, self-efficacy, knowledge and competency. This empowerment model is applied to the development of a mobile based information system that is being developed by an international collaborative research group to address the issues of the farmers.

Dynamics of Traditional Ecological Knowledge, Local Use and Conservation of Native Trees and Shrubs in the Bolivian Andes

Native trees and shrubs are essential components of rural landscapes in the semi-arid inner-Andean valleys of Bolivia. They can be found as hedges and bushes in various agroecosystems such as terrace walls, slopes, field boundaries and fallow land. Their distribution and floristic composition are the result of dynamic spatial and temporal interactions between local farmers and the environment. Local uses of natural resources and biodiversity reflect the constantly evolving Andean culture, which can be generally characterised as an intertwining of the human, natural, and spiritual worlds. The aim of the present ethnobotanical study was to analyse the dynamics of traditional ecological knowledge, to ascertain local farmers’ perceptions and uses of native woody species in Andean communities and to associate the results with local conservation activities for the trees and shrubs concerned. Our case study was carried out within two communities of the Tunari National Park (Dept. Cochabamba) in Bolivia. For data collection, research methods from social science (semi-structured interviews, participative observation, participatory mapping) as well as vegetation surveys were combined. Local actors included women and men of all ages as well as families from different social categories and altitudinal levels of permanent residence. Our study indicates that, due to a multitude of socio-economic pressures (e.g. migration of young people) as well as changes in use of biodiversity (e.g. replacement of native by exotic introduced species), the traditional ecological knowledge base of native trees and shrubs and their respective uses has become diminished over time. In many cases it has led to a decline in people’s awareness of native species and as a consequence their practical, emotional and spiritual relationships with them have been lost. However, results also show that applied traditional ecological knowledge has led to local conservation strategies, which have succeeded in protecting those tree and shrub species which are most widely regarded for their multifunctional, constant and exclusive uses (e.g. Schinus molle, Prosopis laevigata, Baccharis dracunculifolia). The presentation will discuss the question if and how applied traditional ecological knowledge positively contributes to local initiatives of sustainable use and conservation of biodiversity in rural areas.

Logic Based Pattern Recognition - Ontology Content (2)

Logic based Pattern Recognition extends the well known similarity models, where the distance measure is the base instrument for recognition. Initial part (1) of current publication in iTECH-06 reduces the logic based recognition models to the reduced disjunctive normal forms of partially defined Boolean functions. This step appears as a way to alternative pattern recognition instruments through combining metric and logic hypotheses and features, leading to studies of logic forms, hypotheses, hierarchies of hypotheses and effective algorithmic solutions. Current part (2) provides probabilistic conclusions on effective recognition by logic means in a model environment of binary attributes.

Web-Based Information Systems in the Stock Market Financial Information Domain

The information domain is a recognised sphere for the influence, ownership, and control of information and it's specifications, format, exploitation and explanation (Thompson, 1967). The article presents a description of the financial information domain issues related to the organisation and operation of a stock market. We review the strategic, institutional and standards dimensions of the stock market information domain in relation to the current semantic web knowledge and how and whether this could be used in modern web based stock market information systems to provide the quality of information that their stakeholders want. The analysis is based on the FINE model (Blanas, 2003). The analysis leads to a number of research questions for future research.

AEHRC & QUT at TREC 2011 Medical Track : a concept-based information retrieval approach

The Australian e-Health Research Centre and Queensland University of Technology recently participated in the TREC 2011 Medical Records Track. This paper reports on our methods, results and experience using a concept-based information retrieval approach. Our concept-based approach is intended to overcome specific challenges we identify in searching medical records. Queries and documents are transformed from their term-based originals into medical concepts as de ned by the SNOMED-CT ontology. Results show our concept-based approach performed above the median in all three performance metrics: bref (+12%), R-prec (+18%) and Prec@10 (+6%).

Mining specific features for acquiring user information needs

Term-based approaches can extract many features in text documents, but most include noise. Many popular text-mining strategies have been adapted to reduce noisy information from extracted features; however, text-mining techniques suffer from low frequency. The key issue is how to discover relevance features in text documents to fulfil user information needs. To address this issue, we propose a new method to extract specific features from user relevance feedback. The proposed approach includes two stages. The first stage extracts topics (or patterns) from text documents to focus on interesting topics. In the second stage, topics are deployed to lower level terms to address the low-frequency problem and find specific terms. The specific terms are determined based on their appearances in relevance feedback and their distribution in topics or high-level patterns. We test our proposed method with extensive experiments in the Reuters Corpus Volume 1 dataset and TREC topics. Results show that our proposed approach significantly outperforms the state-of-the-art models.

Building better information products by assessing the information needs of growers of subtropical strawberries in Queensland

Timely access to effective technical information is a key ingredient of profitable strawberry production. Through the Better Berries Program, a joint RD&E initiative of government and industry, a number of information products and services have been provided in recent years to Australia's subtropical strawberry industry, centred in southern Queensland. However, there is a lack of knowledge of how well these are meeting the information needs of growers, both in content and delivery. To better understand grower information use and needs, a stratified sample of 25 growers was interviewed on-farm during the 2004 season. Growers were asked about how they currently accessed information, what they thought of a range of information products and ideas on show, and what advice they would provide for information development in the future. Results indicated that information sought by growers and the style in which it is best presented, varied considerably with grower experience, but little with farm size. New growers had a wide range of needs while the needs of experienced growers were focused mainly on problem identification and new production development. Interestingly, the overwhelming majority across all sectors still preferred paper-based information products despite their extensive use of computers for business purposes. The findings were used to develop a strategy for an improved range of technical information products and services that are more accessible, easier to use, more timely, and more relevant to the needs of growers.

Families as carers-information needs in a cultural context

While the important role of family as a carer has been increasingly recognised in healthcare service provision, particularly for patients with acute or chronic illnesses, the carer’s information needs have not been well understood and adequately supported by current health information systems. In order to effectively provide continuous and home-based care for the patient, a family relative as the primary carer needs sufficient access to medical knowledge and patient’s health information. There are two challenges. First, being a family relative, the primary carer is often a non-medical practitioner. Second, in Australia, many primary carers are family relatives of patients from a non-English speaking background. They are often seen as interpreters in clinical consultation sessions. Their roles and responsibilities as an interpreter and a carer are often mixed and blurry.
Therefore, their information needs are often seen as secondary to the patient or neglected. The primary carer’s information needs are currently not yet well understood.

This paper reports finding from a case study which examines an on-line diary of a husband-carer who provided support and care for his wife, who at the time of care was a lung cancer patient. The case study examines an ongoing learning process that the husband went through, identifies information needs by the carer and cultural factors which played an important role in the husband’s interpretation of information, decision making and provision of care. The finding extends a current model of the user’s information needs in the literature and suggests implications for further research into developing health information systems to meet information needs by the family carer.

Social Support Quality in Internet Based Information and Communication: From "Digital Divide" to "Voice Divide"

National and international studies demonstrate that the number of teenagers using the inter-net increases. But even though they actually do have access from different places to the in-formation and communication pool of the internet, there is evidence that the ways in which teenagers use the net - regarding the scope and frequency in which services are used as well as the preferences for different contents of these services - differ significantly in relation to socio-economic status, education, and gender. The results of the regarding empirical studies may be summarised as such: teenager with low (formal ) education especially use internet services embracing 'entertainment, play and fun' while higher educated teenagers (also) prefer intellectually more demanding and particularly services supplying a greater variety of communicative and informative activities. More generally, pedagogical and sociological studies investigating "digital divide" in a dif-ferentiated and sophisticated way - i.e. not only in terms of differences between those who do have access to the Internet and those who do not - suggest that the internet is no space beyond 'social reality' (e.g. DiMaggio & Hargittai 2001, 2003; Vogelgesang, 2002; Welling, 2003). Different modes of utilisation, that structure the internet as a social space are primarily a specific contextualisation of the latter - and thus, the opportunities and constraints in virtual world of the internet are not less than those in the 'real world' related to unequal distribu-tions of material, social and cultural resources as well as social embeddings of the actors involved. This fact of inequality is also true regarding the outcomes of using the internet. Empirical and theoretical results concerning forms and processes of networking and commu-nity building - i.e. sociability in the internet, as well as the social embeddings of the users which are mediated through the internet - suggest that net based communication and infor-mation processes may entail the resource 'social support'. Thus, with reference to social work and the task of compensating the reproduction of social disadvantages - whether they are medial or not - the ways in which teenagers get access to and utilize net based social sup-port are to be analysed.

A Quantitative Analysis of Developer Information Needs in Software Ecosystems

We present the results of an investigation into the nature of information needs of software developers who work in projects that are part of larger ecosystems. This work is based on a quantitative survey of 75 professional software developers. We corroborate the results identified in the sur- vey with needs and motivations proposed in a previous sur- vey and discover that tool support for developers working in an ecosystem context is even more meager than we thought: mailing lists and internet search are the most popular tools developers use to satisfy their ecosystem-related information needs.

Knowledge Exchange Institutional Repository Workshop

The workshop took place on 16-17 January in Utrecht, with Seventy experts from eight European countries in attendance. The workshop was structured in six sessions: usage statistics research paper metadata exchanging information author identification Open Archives Initiative eTheses Following the workshop, the discussion groups were asked to continue their collaboration and to produce a report for circulation to all participants. The results can be downloaded below. The recommendations contained in the reports above have been reviewed by the Knowledge Exchange partner organisations and formed the basis for new proposals and the next steps in Knowledge Exchange work with institutional repositories. Institutional Repository Workshop - Next steps During April and May 2007 Knowledge Exchange had expert reviewers from the partner organisations go though the workshop strand reports and make their recommendations about the best way to move forward, to set priorities, and find possibilities for furthering the institutional repository cause. The KE partner representatives reviewed the reviews and consulted with their partner organisation management to get an indication of support and funding for the latest ideas and proposals, as follows: Pragmatic interoperability During a review meeting at JISC offices in London on 31 May, the expert reviewers and the KE partner representatives agreed that ‘pragmatic interoperability' is the primary area of interest. It was also agreed that the most relevant and beneficial choice for a Knowledge Exchange approach would be to aim for CRIS-OAR interoperability as a step towards integrated services. Within this context, interlinked joint projects could be undertaken by the partner organisations regarding the areas that most interested them. Interlinked projects The proposed Knowledge Exchange activities involve interlinked joint projects on metadata, persistent author identifiers, and eTheses which are intended to connect to and build on projects such as ISPI, Jisc NAMES and the Digital Author Identifier (DAI) developed by SURF. It is important to stress that the projects are not intended to overlap, but rather to supplement the DRIVER 2 (EU project) approaches. Focus on CRIS and OAR It is believed that the focus on practical interoperability between Current Research Information Systems and Open Access Repository systems will be of genuine benefit to research scientists, research administrators and librarian communities in the Knowledge Exchange countries; accommodating the specific needs of each group. Timing June 2007: Write the draft proposal by KE Working Group members July 2007: Final proposal to be sent to partner organisations by KE Group August 2007: Decision by Knowledge Exchange partner organisations.

Adaptive dual control of topic-based information retrieval

Information Retrieval is an important albeit imperfect component of information technologies. A problem of insufficient diversity of retrieved documents is one of the primary issues studied in this research. This study shows that this problem leads to a decrease of precision and recall, traditional measures of information retrieval effectiveness. This thesis presents an adaptive IR system based on the theory of adaptive dual control. The aim of the approach is the optimization of retrieval precision after all feedback has been issued. This is done by increasing the diversity of retrieved documents. This study shows that the value of recall reflects this diversity. The Probability Ranking Principle is viewed in the literature as the “bedrock” of current probabilistic Information Retrieval theory. Neither the proposed approach nor other methods of diversification of retrieved documents from the literature conform to this principle. This study shows by counterexample that the Probability Ranking Principle does not in general lead to optimal precision in a search session with feedback (for which it may not have been designed but is actively used). Retrieval precision of the search session should be optimized with a multistage stochastic programming model to accomplish the aim. However, such models are computationally intractable. Therefore, approximate linear multistage stochastic programming models are derived in this study, where the multistage improvement of the probability distribution is modelled using the proposed feedback correctness method. The proposed optimization models are based on several assumptions, starting with the assumption that Information Retrieval is conducted in units of topics. The use of clusters is the primary reasons why a new method of probability estimation is proposed. The adaptive dual control of topic-based IR system was evaluated in a series of experiments conducted on the Reuters, Wikipedia and TREC collections of documents. The Wikipedia experiment revealed that the dual control feedback mechanism improves precision and S-recall when all the underlying assumptions are satisfied. In the TREC experiment, this feedback mechanism was compared to a state-of-the-art adaptive IR system based on BM-25 term weighting and the Rocchio relevance feedback algorithm. The baseline system exhibited better effectiveness than the cluster-based optimization model of ADTIR. The main reason for this was insufficient quality of the generated clusters in the TREC collection that violated the underlying assumption.