A theory of change framework for developing cross-faculty programs : an information systems perspective

Information systems (IS) is a discipline that draws upon many other disciplines to bridge theory and practice and address the information and knowledge needs of individuals, organisations and society. We propose that an ideal education in IS would be delivered via cross-faculty programs of study that are not combinations of units from different faculties and disciplines, but programs which include a coherent and cohesive set of units co-designed and co-delivered by teaching staff from more than one faculty. This allows students, and teachers, to appreciate the different content and perspectives within the same context, as they will experience in the workplace, and allow them to develop deeper understandings of the complexity that can arise in their roles as mediators and communicators in finding appropriate IT solutions. Such a model poses a radical change, and thus the framework we offer uses a ‘theory of change’ agenda.

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.

Identifying the determinants of e-learning service delivery quality

In recent years, many universities and educational institutions have made considerable investments in e-learning systems. These are systems that deliver educational services via electronic channels. Service quality has been studied in previous research as a critical factor for measuring systems success. Modest attention has been paid to factors affecting the service delivery quality in the e-learning arena. The objective of this study is to identify the factors considered to impact the e-learning systems service delivery quality through a survey of stakeholders. The sample was 720 students enrolled in online courses at the University of Southern Queensland (USQ).The main finding of this study is that IT infrastructure, system quality, and information quality significantly affect service delivery quality in the e-learning systems field. IT infrastructure services were found to play a critical role in improving system quality and information quality, and this construct can be considered as a foundation of delivering high quality educational services.

What drives the adoption of electronic markets in Australian small-and-medium sized enterprises? – an empirical study

This paper reports a study of the critical determinants for adopting electronic markets (e-Market) in Australian small-and-medium sized enterprises (SMEs) within the technology-organization-environment (TOE) framework. Structural equation modelling and logistic regression are used for identifying the critical determinants for the adoption of e-Markets by Australian SMEs through testing a proposed conceptual model and proposing an alternative model. This study contributes to existing research by enriching an understanding of the critical determinants of adopting an e-Market in Australian SMEs and by providing a validated model for the interrelationships of the determinants in technology adoption.

Who is more susceptible to phishing emails?: a Saudi Arabian study

Phishing emails cause enormous losses to both users and organisations. The goal of this study is to determine which individuals are more vulnerable to phishing emails. To gain this information an experiment has been developed which involves sending phishing email to users and collecting information about users. The detection deception model has been applied to identify users’ detection behaviour. We find that users who have less email experience and high levels of submissiveness have increased susceptibility. Among those, users who have high susceptibility levels and high openness and extraversion are more likely to carry on the harmful action embedded in phishing emails.

How organisations know what they know : a survey of knowledge identification methods among Australian organisations

Literature surrounding the Knowledge Management process of identifying what knowledge exists within an organisation is scarce. This research project set out to fill the research gaps surrounding that particular Knowledge Management process called Knowledge Identification. This paper reports on the findings of a survey sent to 973 Australian organisations to investigate their Knowledge Identification practices. The survey findings show that while organisations do perceive Knowledge Identification to be important, the practice of KI has not reached mainstream adoption yet. The reasons why and why not, and the range of methods organisations currently use to establish what knowledge exists within their four walls are identified. The survey findings also reveal two opposing approaches organisations take in practising KI: proactive KI and reactive KI.

Supporting emotion communication in information systems

Society is becoming increasingly reliant on Information Systems to meet its everyday communication requirements, yet many current implementations lack support for important conversational cues. One such cue is emotion communication. Emotion communication carries with it many signals that affect our behaviour, the interpretation of the message and provide a catalyst to other forms of communication such as empathy and the formation of social ties. Emotion itself can affect the very decision to communicate, or the way in which one may respond to a given communication. To explore the ways in which systems may better support emotion communication between members of a social group, a cloud-based information system was developed and trialled which both large and small groups. This paper presents results on how Information Systems can best support emotion communication in social groups.

The effects of website quality on adoption of e-government service : an empirical study applying UTAUT model using SEM

In today’s global age, e-government services have become the main channel for online communication between the government and its citizens. They aim to provide citizens with more accessible, accurate, real-time and high quality services. Therefore, the quality of government websites which provide e-services is an essential factor in the successful adoption of e-government services by the public. This paper discusses an investigation of the effect of the Website Quality (WQ) factor on the acceptance of using e-government services (G2C) in the Kingdom of Saudi Arabia (KSA) by adopting the Unified Theory of Acceptance and Use of Technology (UTAUT) Model. Survey Data collected from 400 respondents were examined using the structural equation modelling (SEM) technique and utilising AMOS tools. This study found that the factors that significantly influenced the Use Behaviour of e-government services in KSA (USE) include Performance Expectancy (PE), Effort expectancy (EE), Facilitating Conditions (FC) and Website Quality (WQ), while the construct known Social Influence (SI) did not. Moreover, the results confirm the importance of quality government websites and support systems as one of the main significant and influential factors of e-government services adoption. The results of this study can be helpful to Saudi’s governmental sectors to adjust their corporate strategies and plans to advance successful adoption and diffusion of e-government services (G2C) in KSA.

Global positioning systems in the AFL : worthwhile or waste of time?

Global Positioning Systems (GPS) in the Australian Football League (AFL) are the big-ticket item that sees clubs trying to gain any competitive advantage over their opposition that they can. This paper explores whether the current application of GPS by clubs is worthwhile or a waste of time from three core perspectives: technical, organisational and personal. Issues include poor data storage and analysis, inaccurate units, lack of appropriate business processes in place, and resistance to use. Although many of these issues can be addressed through improved technology, resolving the organisational and personal issues will require a change in mindset to ensure the use of GPS in the AFL is a worthwhile endeavour. The paper concludes that the current use of GPS devices in the AFL is a waste of time.

A taxonomy of dependencies in agile software development

Dependencies in a software project can contribute to unsatisfactory progress if they constrain or block the flow of work. Various studies highlight the importance of dependencies in the organisation of work; however dependencies in agile software development projects have not previously been a research focus. Drawing on three case studies of agile software projects, and the IS literature, this paper develops an initial taxonomy of agile software project dependencies. Three distinct categories of dependency are found: task, resource, and knowledge dependencies. This paper contributes to theory by providing a taxonomy of dependency types occurring in the area of agile software development. Practitioners can use this taxonomy as sensitising device to ensure they consider dependencies they might face that could hinder their projects, enabling them to take appropriate and timely mitigating action.

Becoming an analytics-based organisation : strategic agency in the change process in a retail organisation

The paper examines how the upward and downward strategic influences of the head of the BI unit in the case organization have evolved over time and the BI perspective became legitimate in the organization. The analysis covers a decade long period of time. We engaged in an Action Research (AR) inquiry where the change process was explored through the first-hand experiences of one of the co-authors. The model of the strategic agency of middle managers was applied in the analysis. We analyse the evolution as well as the enablers and constraints of the strategic agency of the head of the BI unit in the case organisation and identify the type of strategic agency exhibited in the case.

Potentials of social media for tacit knowledge sharing amongst physicians : preliminary findings

Tacit knowledge sharing amongst physicians, such as the sharing of clinical experiences, skills, or know-how, or know-whom, is known to have a significant impact on the quality of medical diagnosis and decisions. This paper posits that social media can provide new opportunities for tacit knowledge sharing amongst physicians, and demonstrates this by presenting findings from a review of relevant literature and a survey conducted with physicians. Semi-structured interviews were conducted with ten physicians from around the world who were active users of social media. Initial thematic analysis revealed eight themes as potential contributions of social web tools to facilitate tacit knowledge flow amongst physicians. The emergent themes are defined, linked to the literature, and supported by instances of interview transcripts. Findings presented here are preliminary, and final results will be reported after accomplishing all phases of data collection and analysis.

Exploring the current status of call centre offshoring research : a research agenda and future directions

Call centres have become an important and growing part of the service industry, enabling firms to provide better customer service, extend sales capabilities and manage customer relationships. However, the methods taken by firms around recruitment, training and management of overseas call centre agents have been far more complex, leading to high failure rates with Call Centre Offshoring (CCO) practices. To better understand the current CCO practices, this study reviews a current research status. Through a literature review, we identified a number of themes spanning across disciplines related to CCO. We found that the current literature lacked of understanding of socio-cultural elements such as trust, language, communication, national and organisational culture that positively influenced the stakeholder relationships. We argue that a common link can be established among CCO-related studies across disciplines when approaching the topic from a socio-cultural perspective. Our findings discuss the implications and provide a useful reference for future CCO-related studies.

The impact of ITIL (information technology infrastructure library) recommended practices on the IT outsourcing relationship

Over the last two decades, the outsourcing of IT services has become a popular topic for many IS researchers. Furthermore, managing IT services (both internally and externally provided) has become an emerging area for academic research, given the criticality of IT services in modern organizations. One of the better known IT service management frameworks is the Information Technology Infrastructure Library (ITIL) framework. While there are many claims made about the relationship between ITIL and IT outsourcing, these claims still need further empirical research. Using data gathered from a preliminary focus group, this study investigates how ITIL impacts recommended practices on the success of IT outsourcing arrangement.

Enterprise systems for innovation in products and processes : beyond operational efficiency

It has been widely accepted now in industry and academia that Enterprise Systems (ES) can create value for adopting organizations by enabling operational efficiency. However, given the enormous investments they warrant, the potential of such systems to deliver more than improving operations is emerging as a popular area of investigation. This paper reports a research-in-progress that proposes innovation as a means of creating business value with Enterprise Systems. The primary contribution of this paper is a process model that proposes that Enterprise Systems can enable innovation - in products and processes, and supports it with empirical evidence using three case studies. The intention is to test this model further with more case studies and a survey.