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.

Ambivalent implications of health care information systems: a study in the Brazilian public health care system

This article evaluates social implications of the "SIGA" Health Care Information System (HIS) in a public health care organization in the city of São Paulo. The evaluation was performed by means of an in-depth case study with patients and staff of a public health care organization, using qualitative and quantitative data. On the one hand, the system had consequences perceived as positive such as improved convenience and democratization of specialized treatment for patients and improvements in work organization. On the other hand, negative outcomes were reported, like difficulties faced by employees due to little familiarity with IT and an increase in the time needed to schedule appointments. Results show the ambiguity of the implications of HIS in developing countries, emphasizing the need for a more nuanced view of the evaluation of failures and successes and the importance of social contextual factors.

Teas, dietary supplements and fruit juices: a comparative study regarding antioxidant activity and bioactive compounds

Nowadays, new emerging products claiming antioxidant properties are becoming more frequent. However, information about this topic in their labels is usually scarce. In this paper, we analyzed total phenolics, total flavonoids and ascorbic acid contents, as well as DPPH scavenging activity of several commercial samples, namely green tea and other herbal infusions, dietary supplements, and fruit juices, available in the Portuguese market. In general, beverages containing green tea and hibiscus showed higher phenolics contents (including flavonoids) and antioxidant activity than those without these ingredients. A borututu infusion presented the lowest concentrations of bioactive compounds and scavenging activity, due to the low recommended amount of plant to prepare the beverage. Some juices without antioxidant claims in the label presented similar values to those with it.

Probabilistic approach for comparing partitions

3rd SMTDA Conference Proceedings, 11-14 June 2014, Lisbon, Portugal.

Tecnologia, economia e política: o telégrafo como antecessor da Internet

Na história da comunicação moderna, após o desenvolvimento da imprensa, o telégrafo desencadeou uma revolução nas comunicações da qual a Internet é a herdeira contemporânea. A reflexão sobre o telégrafo pode abrir perspectivas sobre as tendências, as possibilidades e os problemas colocados pela Internet. O telégrafo tem sido objecto de estudos que tendem a privilegiar sobretudo a história desta tecnologia, o contexto social e o seu significado institucional (ex. Thompson, 1947; Standage 2007 [1998]). James W. Carey, no seu ensaio “Technology and Ideology. The Case of the Telegraph”, propõe uma abordagem distinta. No telégrafo, vê o protótipo de muitos impérios comerciais de base científico-tecnológica que se lhe seguiram, um modelo pioneiro para a gestão de empresas complexas; um dos promotores da configuração nacional do mercado e de um sistema nacional de comunicações; e um catalisador de um pensamento futurista e utópico das tecnologias da informação. Tendo no horizonte a revolução das comunicações promovida pela Internet, o artigo revisita aquele ensaio seminal para explorar o alcance, mas também os problemas de uma perspectiva que concebe a inovação do telégrafo como uma metáfora para todas as inovações que anunciaram o período histórico da modernidade e que tem determinado até aos nossos dias as principais linhas de desenvolvimento das comunicações modernas.

Defining and Classifying Learning Outcomes: A case study

Bologne came to globalize education in higher education, creating a unified architecture that potentiates higher education and enhances the continued interconnection of the spaces of education policy in higher education in the world, in particular in Europe. The aim of this work consists in the presentation of an identification model and skills’ classification and learning outcomes, based on the official documents of the course units (syllabus and assessment components) of a course of Higher Education. We are aware that the adoption of this model by different institutions, will contribute to interoperability learning outcomes, thus enhancing the mobility of teachers and students in the EHEA (European Higher Education Area) and third countries.

The telegraph as an omen of the future in James W. Carey's vision

In the history of modern communication, after the development of the printing press, the telegraph unleashed a revolution in communications. Today, Internet is in many ways its heir. Reflections on the telegraph may open up perspectives concerning tendencies, possibilities and pitfalls of the Internet. The telegraph has been well explored in important literature on communication and media which tends to emphasize the history of this technology, its social context and institutional meaning [e.g. Robert L. Thompson, 1947, Tom Standage, 2007 [1998]. James W. Carey, the North- American critical cultural studies' mentor, in his essay "Technology and Ideology. The Case of the Telegraph" (2009 [1983]), suggests a distinctive approach. In the telegraph, Carey sees the prototype of many subsequent commercial empires based on science and technology, a pioneer model for complex business management; an example of interest struggle for the patents control; an inductor of changes both in language and in structures of knowledge; and a promoter of a futurist and utopian thought of information technologies. Having in mind a revolution in communications promoted by the Internet, this paper revisits this seminal essay to explore its great attainment, as well as the problems of this kind of approach which conceives the innovation of the telegraph as a metaphor for all the innovations announcing the modern stage of history and determining still today the major lines of development in modern communication systems.

Futures of automobile industry and challenges on sustainable development and mobility

Portugal had only very few foresight exercises on the automobile sector, and the most recent one was a survey held in a project on work organisation systems in the automobile industry, its recent historical paths and the special strategies of location of companies (the WorTiS project). This involved several teams with different disciplinary backgrounds and from two Portuguese universities. The provisional main results of the first round of a Delphi survey held in Portugal on the automotive sector were already published, but a further analysis was not yet done. This foresight survey was done under the WorTiS project, developed in 2004 by IET – Research Centre on Enterprise and Work Innovation (at FCT-UNL), and financed by the Portuguese Ministry of Science and Technology. Some of this experience on foresight analysis is also been transferred to other projects, namely the WORKS project on work organisation restructuring in the knowledge society that received the support from EC and still is running. The majority of experts considered having an average of less knowledge in almost all the scenario topics presented. This means that information on the automotive industry is not spread enough among academics or experts in related fields (regional scientists, innovation economists, engineers, sociologists). Some have a good knowledge but in very specialised fields. Others have expertise on foresight, or macroeconomics, or management sciences, but feel insecure on issues related with futures of automobile sector. Nevertheless, we considered specially the topics where the experts considered themselves to have some knowledge. There were no “irrelevant” topics considered as such by the expert panel. There are also no topics that are not considered a need for co-operation. The lack of technological infrastructures was not considered as a hindered factor for the accomplishment of any scenario. The experts’ panel considered no other international competence besides US, Japan or Germany in these topics. Special focus will be made in this paper on the topic 2. Public policy and automobile industries, and more specifically on the technological and/or research policies issues, where one can specify the automobile’s role in transport policies with further implications like environment, safety, energy, mobility.

Scheduling a cutting and treatment stainless steel sheet line with self-management capabilities

With advancement in computer science and information technology, computing systems are becoming increasingly more complex with an increasing number of heterogeneous components. They are thus becoming more difficult to monitor, manage, and maintain. This process has been well known as labor intensive and error prone. In addition, traditional approaches for system management are difficult to keep up with the rapidly changing environments. There is a need for automatic and efficient approaches to monitor and manage complex computing systems. In this paper, we propose an innovative framework for scheduling system management by combining Autonomic Computing (AC) paradigm, Multi-Agent Systems (MAS) and Nature Inspired Optimization Techniques (NIT). Additionally, we consider the resolution of realistic problems. The scheduling of a Cutting and Treatment Stainless Steel Sheet Line will be evaluated. Results show that proposed approach has advantages when compared with other scheduling systems

An integrated reusable remote laboratory to complement electronics teaching

The great majority of the courses on science and technology areas where lab work is a fundamental part of the apprenticeship was not until recently available to be taught at distance. This reality is changing with the dissemination of remote laboratories. Supported by resources based on new information and communication technologies, it is now possible to remotely control a wide variety of real laboratories. However, most of them are designed specifically to this purpose, are inflexible and only on its functionality they resemble the real ones. In this paper, an alternative remote lab infrastructure devoted to the study of electronics is presented. Its main characteristics are, from a teacher's perspective, reusability and simplicity of use, and from a students' point of view, an exact replication of the real lab, enabling them to complement or finish at home the work started at class. The remote laboratory is integrated in the Learning Management System in use at the school, and therefore, may be combined with other web experiments and e-learning strategies, while safeguarding security access issues.

Extensible metadata repository for information systems

Thesis submitted to Faculdade de Ciências e Tecnologia of the Universidade Nova de Lisboa, in partial fulfillment of the requirements for the degree of Master in Computer Science

Digital disease detection and participatory surveillance: overview and perspectives for Brazil

ABSTRACT This study aimed to describe the digital disease detection and participatory surveillance in different countries. The systems or platforms consolidated in the scientific field were analyzed by describing the strategy, type of data source, main objectives, and manner of interaction with users. Eleven systems or platforms, developed from 1996 to 2016, were analyzed. There was a higher frequency of data mining on the web and active crowdsourcing as well as a trend in the use of mobile applications. It is important to provoke debate in the academia and health services for the evolution of methods and insights into participatory surveillance in the digital age.

Crossing balanced and stair nested desings

Balanced nesting is the most usual form of nesting and originates, when used singly or with crossing of such sub-models, orthogonal models. In balanced nesting we are forced to divide repeatedly the plots and we have few degrees of freedom for the first levels. If we apply stair nesting we will have plots all of the same size rendering the designs easier to apply. The stair nested designs are a valid alternative for the balanced nested designs because we can work with fewer observations, the amount of information for the different factors is more evenly distributed and we obtain good results. The inference for models with balanced nesting is already well studied. For models with stair nesting it is easy to carry out inference because it is very similar to that for balanced nesting. Furthermore stair nested designs being unbalanced have an orthogonal structure. Other alternative to the balanced nesting is the staggered nesting that is the most popular unbalanced nested design which also has the advantage of requiring fewer observations. However staggered nested designs are not orthogonal, unlike the stair nested designs. In this work we start with the algebraic structure of the balanced, the stair and the staggered nested designs and we finish with the structure of the cross between balanced and stair nested designs.

Integrated ecological-economic modelling and assessment aproach for coastal ecosystem management

Thesis submitted to the Faculty of Sciences and Technology, New University of Lisbon, for the degree of Doctor of Philosophy in Environmental Sciences

Avaliação da Usabilidade de um Projeto de eHealth, enquadrado na visão europeia de Health Technology Assessment (HTA)

Trabalho de projeto apresentado à Escola Superior de Comunicação Social como parte dos requisitos para obtenção de grau de mestre em Audiovisual e Multimédia.