Access to information: assessment of the use of automated interaction technologies in call centers

With the purpose of at lowering costs and reendering the demanded information available to users with no access to the internet, service companies have adopted automated interaction technologies in their call centers, which may or may not meet the expectations of users. Based on different areas of knowledge (man-machine interaction, consumer behavior and use of IT) 13 propositions are raised and a research is carried out in three parts: focus group, field study with users and interviews with experts. Eleven automated service characteristics which support the explanation for user satisfaction are listed, a preferences model is proposed and evidence in favor or against each of the 13 propositions is brought in. With balance scorecard concepts, a managerial assessment model is proposed for the use of automated call center technology. In future works, the propositions may become verifiable hypotheses through conclusive empirical research.

Knowledge and technologies in innovative information systems

7th Mediterranean Conference on Information Systems, MCIS 2012, Guimaraes, Portugal, September 8-10, 2012, Proceedings Series: Lecture Notes in Business Information Processing, Vol. 129

Information and communication technologies in education – a web-based intelligent tutoring system on teaching and learning electrical project

Electrical activity is extremely broad and distinct, requiring by one hand, a deep knowledge on rules, regulations, materials, equipments, technical solutions and technologies and assistance in several areas, as electrical equipment, telecommunications, security and efficiency and rational use of energy, on the other hand, also requires other skills, depending on the specific projects to be implemented, being this knowledge a characteristic that belongs to the professionals with relevant experience, in terms of complexity and specific projects that were made.

Estimation Models for the adoption and use of information technology: internet-related technologies at firm level in the Portuguese and European context

Dissertação apresentada como requisito parcial para obtenção do grau de Doutor em Gestão de Informação

OPM3® Portugal project: information systems and technologies organizations: outcome analysis

Increasing the maturity in Project Management (PM) has become a goal for many organizations, leading them to adopt maturity models to assess the current state of its PM practices and compare them with the best practices in the industry where the organization is inserted. One of the main PM maturity models is the Organizational Project Management Maturity Model (OPM3®), developed by the Project Management Institute. This paper presents the Information Systems and Technologies organizations outcome analysis, of the assesses made by the OPM3® Portugal Project, identifying the PM processes that are “best” implemented in this particular industry and those in which it is urgent to improve. Additionally, a comparison between the different organizations’ size analyzed is presented.

Documentation and sport information: the challenges and opportunities brought by new technologies

This text corresponds to the contents of the seminar “Information Services at the Sport Institutions” held by the author as part of the programme of activities of the Invited Professor of Olympism of the International Chair in Olympism (IOC-UAB) in 2001. The seminar discusses the potential of technologies such as the Internet in sports documentation.

Contribution à l'élaboration de mécanismes de détection, de contrôle et de lutte contre le blanchiment d'argent au regard de l'usage des technologies de l'information et de la communication "cas de l'Algérie"

Résumé : Désormais, la lutte contre le blanchiment d'argent constitue une priorité pour les Etats et les gouvernements dans le but, d'une part, de préserver l'économie et l'intégrité des places financières et, d'autre part, de priver les organisations criminelles des ressources financières. Dans ce contexte, la préoccupation majeure des autorités algériennes en charge de la lutte contre ce phénomène est de mettre en place un dispositif capable de détecter les mécanismes de blanchiment, d'en évaluer la menace et sur la base de cette connaissance, de définir et de déployer les moyens de riposte les plus efficaces et efficients. Mais nous constatons que mener des enquêtes de blanchiment en conséquence à un crime sous-jacent a montré ses limites en matière d'établissement de preuves, d'élucidation d'affaires et de recouvrement des avoirs. Par ailleurs, nous pensons qu'il serait plus judicieux de mettre en place en amont un contrôle «systématique» des flux financiers et des opérations inhabituelles et/ou suspectes et de là, identifier d'éventuelles opérations de blanchiment, sans forcément connaître le crime initial, en veillant au maintien de l'équilibre entre le «tout sécuritaire» orienté vers la surveillance accrue des flux et la préservation de la vie privée et des libertés individuelles. Notre thèse apporte un regard critique sur le dispositif actuel de lutte contre le blanchiment existant en Algérie que nous évaluons et sur lequel nous relevons plusieurs lacunes. Pour répondre aux problèmes identifiés nous proposons des solutions stratégiques, organisationnelles, méthodologiques et technologiques intégrées dans un cadre opérationnel cohérent au niveau national et international.

The Strategic Adaptation of Party Organizations to New Information and Communication Technologies : A Study of Catalan and Spanish Parties

Aquest document se centra en els casos dels dos principals partits espanyols (PP i PSOE) i catalans (PSC i CDC) en el període immediatament després de les eleccions generals espanyoles de maig de 2008, quan aquests celebraren els seus congressos. En general, es poden distingir tres tipus d'actors: en primer lloc, els ciberactivistes que tracten d'obtenir el reconeixement formal de la seva activitat en els seus partits. Així com, els líders del partit que poden intentar promoure la presència del partit en el ciberespai, però que també poden romandre indecisos perquè no és clar l'impacte electoral a la xarxa del ciberactivisme. Finalment, alguns militants tradicionals (off-line) solen ser reticents al reconeixement del ciberactivisme perquè amenaça les recompenses previstes dins del partit. Aquest article mostra com els nostres partits varen respondre al desafiament del ciberactivisme i arriba a la conclusió que la seva situació electoral, mediada per la seva ideologia, estructura organitzativa i el tipus de militància, poden ajudar-nos a comprendre el grau diferent d'institucionalització en l'organització del partit.

Information technologies and communication between parents and children

This is an exploratory study that aims, on the one hand, to examine in more detail how children between 12 and 16 years of age use different audiovisual technologies, what they feel and think when using them, and whom they like to speak to about such experiences. On the other hand, we look more deeply into the interactions between adults and children, particularly between parents and their children, in relation to these technologies when children use them at home or in other places. We analysed responses to questionnaires with several common items, administered separately to parents and children. Children’s responses reflect an important level of dissatisfaction when talking with different adults about media activities. Our findings support the thesis that more and more children socialise through new information and communication technologies with little or no recourse to adult criteria, giving rise to the emergence of specific children’s cultures. Crossing of the responses of parents and those of their own children shows us which aspects of media reality adults overestimate or underestimate in comparison to children, and to what degree certain judgements coincide and differ between generations. The results can be applied to the improvement of relations between adults and adolescents, taking advantage of adolescents’ strong motivation to engage in activities using audiovisual media

Informe sobre la I International Conference on Multidisciplinary Information Sciences and Technologies - InSciT2006 (Mèrida, 25, 26, 27 i 28 d'octubre de 2006)

Podeu consultar la versió en castellà a http://hdl.handle.net/2445/8955