The media and the development of the tourism industry during the 20th and 21st centuries: an analysis of four noteworthy cases

The aim of this paper was to explore the role of the media within the context of tourism, specifically with regard to how the media has influenced the activities and perceptions of the tourism sector. In this paper, the term ‘media’ is referred to as mass communication, specifically with regard to newspapers, magazines and broadcasting. It is important to gain a better understanding of the ways in which the media has interacted with the tourism sector, as this information can provide practitioners and academics with insights as to how the media can best be employed to benefit stakeholders of the tourism industry. Lessons can be learned from the past so that the experience gained from it can contribute to best practice in the future. In this way, strategies can be developed to minimise the vulnerability of the tourism sector to damaging or erroneous portrayals of it and its activities in the media.
The case study method was used to explore the role of the media within the context of tourism. Four case studies provided insights on this topic. The four case studies were selected based on their diversity, within the context of the tourism sector, and because they covered a considerable period of time. These variables provided the researchers with a wide-ranging perspective on the topic.
The paper firstly focuses on the 1920’s Waiters’ Strike in the resort town of San Sebastián, Spain, and discusses the role of the media in relation to this event. The second case investigates the use of the media as a destination-marketing tool and reflects on an early manipulation of this process by the German authorities in the documentary Olympia, a film produced for the summer Olympics in 1936. The third case study reports on the manner in which the media has created tensions between connoisseurs of fine food and drink and hospitality industry professionals, and its subsequent implications on service quality. The final case investigates the role of the media in reducing demand for hospitality services in Melbourne on New Year’s Eve 2000.
Through an analysis of these diverse, but important case studies, it can be seen that the media has had, and continues to have, an impact on the development of the tourism industry in both positive and negative ways. The limitations of this research are discussed and recommendations are made for further research that will assist in developing a more comprehensive typology of the media’s role in tourism.

IT outsourcing issues in Singapore : the vendor's perspective

Most studies undertaken in the area of IT outsourcing seem to focus only on the customer’s perspective leaving a gap in knowledge about the vendor’s perspective. This study aims to correct this deficiency by investigating the views of four organisations providing IT services in Singapore, and comparing this to the current literature base of customer views. The findings showed that the vendor’s views about security, contract management and flexibility differed from the customer’s point of view. However, two issues, partnerships and vendor inexperience, seem to match the vendor issues found in this study. Additionally, two approaches were found to be used by vendors in the IT outsourcing activities, multiple-team approach and single-team approach. A multiple–team approach is likely to be used by vendors having a contract-based relationship and single-team approach is likely to be used by vendors having a partnership-based relationship.

The road to internet banking: understanding emerging customer issues

This paper presents findings from an empirical study of banking customer experiences with the adoption of Internet banking. Using a qualitative, interpretive grounded theory approach and single and group interviews, the study explores customer perceptions and experiences and provides an understanding of how and why specific factors affect their decision whether or not to bank on the Internet in the current era. The findings are used to develop a theoretical framework which conceptualizes and links consumer issues influencing the adoption of this application, and we also provide a set of recommendations for banks. Specifically, the findings suggest that convenience – in particular, time savings – is the major motivator to bank on the Internet, while there are a range of other influential factors which could be modulated by banks. The results also highlight increasing online risk acceptance by customers and the growing importance of deep levels of customer support for online services. Key gender differences in attitudes to Internet banking are highlighted. This study suggests that organizations will improve their management of customer attitudes to new Internet service applications by understanding the need to proactively address customer fears and misconceptions about the technologies involved.

There are always two sides to a story: the use of social dramas as a mode of data analysis in information systems

With the continually evolving social nature of information systems research there is a need to identify different “modes of analysis” (Myers, 1997) to uncover our understanding of the complex, messy and often chaotic nature of human factors. One suggested mode of analysis is that of social dramas, a tool developed in the anthropological discipline by Victor Turner. The use of social dramas also utilises the work by Goffman (1959; 1997) and enables the researcher to investigate events from the front stage, reporting obvious issues in systems implementation, and from the back stage, identifying the hidden aspects of systems implementation and the underpinning discourses. A case study exploring the social dramas involved in systems selection and implementation has been provided to support the use of this methodological tool.

Managing collaborative business process in knowledge-intensive environment

Business processes especially those in knowledge intensive environments often emerge rather than following predefined steps. Supporting emergent processes is one of the key issues for collaborative knowledge sharing. This paper first introduces a component-based workspace metamodel used to support emergent processes. A loose-coupled collaborative process management model WorkPath is proposed based on the workspace structure to support flexible process evolution management and coordination among processes. Key elements that construct workspace and WorkPath, such as role, action, artifact, workspace and reference relation, are described in detail. An implementation prototype and future work is also discussed at the end of the paper.

Mobile healthcare information systems : thru' the ant lens

Deployment of mobile technologies and applications in health care are becoming prevalent worldwide. As mobile innovation and standards in wireless continue to evolve, so does the mobile health care information systems framework. In this paper, we explore this evolving framework by synthesising current technologies, applications, issues and examining this through the actor-network theory (ANT) which seeks to understand socio-technical change by adopting a symmetric treatment of people and technologies.

Leveraging the Commonwealth Games in Melbourne for community engagement: an examination of Equal First and the Adopt-a-Second-Team program

Event leverage provides information about what outcomes occur as a result of an event. Unlike event impact studies, event leverage analysis identifies why particular outcomes occurred, and the processes that can be used to optimise desired event outcomes. While research has been directed towards understanding how events can be leveraged to provide optimal economic outcomes for host communities, there is little research that examines social leverage within the context of events. The research presented in this paper is part of a larger study that investigated social leverage within the context of the 2006 Commonwealth Games, held in Melbourne, Australia. This paper presents preliminary results relating to two Victorian regions with regard to one the over-arching social policy, Equal First, and a subsidiary program called, Adopt-a-Second-Team. Participant observations and stakeholder interviews were employed to explore the development, operationalisation, implementation and outcomes of Equal First and Adopt-a-Second-Team. The results suggest that although each region achieved outcomes that were consistent with the directions of Equal First, each implemented the Adopt-a-Second-Team differently. The two case studies presented in this paper highlight that the model of implementation developed by the City of Port Phillip may provide a benchmark in social leverage of events. Implications for leveraging social impacts and managing social legacies of events through an approach that includes consideration of policy development and operationalisation from the event organising body and program implementation from the perspective of local community event organisers are discussed.

Anzac day in the new millennium: insights from New Zealand millennials

Since 1916, New Zealanders have honoured soldiers of war on the 25th of April at commemorative events. The day is now known as Anzac Day, and the acronym ‘Anzac’ stands for the Australian and New Zealand Army Corps, which was established in World War I. Anzac Day commemorative events are emerging a popular cultural activity in which New Zealanders, many of whom are young, are now participating. From an event management perspective, however, the increasing popularity of attendance at the commemorative events is problematic, with potential to negatively impact the experience of attendance and the sites at which they are held. There is a need to gain a greater understanding of the experience of attendance at the events so that strategies can be developed to maintain and enhance their authenticity and integrity, while optimising their sustainability in the New Millennium.

The aim of this study was to provide information about the experience of attendance from the attendee’s perspective for later use by managers of the events. The study employed the theory of emotions to examine the consumption experience, and used a qualitative approach for this purpose. Two focus groups were undertaken in New Zealand comprised members of the generational segment, the Millennials. The data were analysed considering the literature on emotions, special event tourism, as well as the literature on dark tourism. In some ways, the special event tourism and dark tourism literatures seem to be paradoxical, however, in this study they seemed to compliment each other. A complex set of motivations, emotions and resulting attitudes, behavioural intentions, and behaviours were revealed. With this information, event managers are better able to understand the experience of attendance and consider these issues when developing strategies to manage the events. The results presented here are part of a larger study, as further data is currently being collected on the topic in Australia. Hence, there are opportunities for cross-cultural analysis about this important aspect of New Zealand, and Australian, culture.

Graduate nurses communication with health professionals when managing patients medications

Aim and objectives. The aim was to examine how graduate nurses communicated with other health professionals about their medication management activities in the acute care context. The objectives were to determine the types of information communicated about patients' medications and the communication processes used during interactions with other nurses, doctors and pharmacists.

Background. Graduate nurses are challenged with enormous responsibilities and their competence is constantly tested in an ever-changing arena. One of their responsibilities involves communicating with other health professionals about patients' medications.

Design. A qualitative exploratory research design was used for this study.

Methods. Participant observation and semi-structured interviews were conducted to elicit information from 12 graduate nurses with university degrees employed in a metropolitan public hospital, in Melbourne, Australia. Graduate nurses were observed once for two hours and interviewed on the same day of the observation at a mutually convenient time. The purpose of these interviews was to clarify activities observed and to obtain further information.

Results. The results highlighted how work dynamics of the clinical setting had an impact on the ability of graduate nurses to communicate effectively with other nurses, doctors and pharmacists. These work dynamics included the availability of doctors and the structure of ward rounds. The results also demonstrated the value graduate nurses placed on communicating particular information such as evaluating the effect of medication changes and organizing discharge medication.

Conclusions. Graduate nurses were effective in communicating about medication management activities when they initiated or were prepared for such interactions. When graduate nurses were not prepared, such as during impromptu ward rounds, they did not participate effectively and important information was not communicated.

Relevance to clinical practice. It is important to understand how collegial communication facilitates accurate exchange of information and effective decision-making to achieve optimal health care outcomes for patients.

Managing complex medication regimens: perspectives of consumers with osteoarthritis and healthcare professionals

BACKGROUND: Managing medications is complex, particularly for consumers with multiple coexisting conditions for whom benefits and adverse effects are unpredictable and health priorities may be variable.

OBJECTIVE: To investigate perceptions of and experiences with managing drug regimens from the perspectives of consumers with osteoarthritis and coexisting chronic conditions and of healthcare professionals from diverse backgrounds.

METHODS: Using an exploratory research design, focus groups were formed with 34 consumers and 19 healthcare professionals. Individual interviews were undertaken with 3 community medical practitioners.

RESULTS: Consumers' management of medications was explored in terms of 3 themes: administration of medications, provision of information, and the perceived role of healthcare professionals. In general, consumers lacked understanding regarding the reason that they were prescribed certain medications. Since all consumer participants had at least 2 chronic conditions, they were taking many drugs to relieve undesirable symptoms. Some consumers were unable to achieve improved pain relief and were reluctant to take analgesics prescribed on an as - needed basis. Healthcare professionals discussed the importance of using non-pharmacologic measures to improve symptoms; however, consumers stated that physicians encourage them to continue using medications, often for prolonged periods, even when these agents are not helpful.

CONCLUSIONS: Consumers were dissatisfied about the complexity of their medication regimens and also lacked understanding as to how to take their drugs effectively. Dedicated time should be devoted during medical consultations to facilitate verbal exchange of information about medications. Pharmacists must communicate regularly with physicians about consumers' medication needs to help preempt any problems that may arise. Instructions need to be revised through collaboration between physicians and pharmacists so that "as needed" directions provide more explicit advice about when and how to use such drugs. Future research, using large, generalizable samples, should examine trends related to consumers' experiences of symptomatic relief from chronic conditions and their understandings about medications.

Managing email overload with an automatic nonparametric clustering approach

Email overload is a recent problem that there is increasingly difficulty people have faced to process the large number of emails received daily. Currently this problem becomes more and more serious and it has already affected the normal usage of email as a knowledge management tool. It has been recognized that categorizing emails into meaningful groups can greatly save cognitive load to process emails and thus this is an effective way to manage email overload problem. However, most current approaches still require significant human input when categorizing emails. In this paper we develop an automatic email clustering system, underpinned by a new nonparametric text clustering algorithm. This system does not require any predefined input parameters and can automatically generate meaningful email clusters. Experiments show our new algorithm outperforms existing text clustering algorithms with higher efficiency in terms of computational time and clustering quality measured by different gauges.

Relational ethics, global business and information and communications technology: interconnections explored

This paper explores, through practitioner experience and literature review, the impact of increased use of information technology in a global business environment on relational ethics. These three variables interact in a dynamic field that supports and challenges global managers in entrepreneurial endeavors. While information and communication technology (ICT) is rapidly expanding, the opportunities for global business and relational ethics affects, and is affected by, the interconnections. Drawing on experiences from daily practice, current literature, and insights gained from a relational approach to ethics, readers are invited to reflect on the ways that relationships influence ethical actions—and outcomes—and how they can be improved. This analysis exposes the critical issues, develops a general framework and makes recommendations for ways to work with and further develop the interconnections between global business, ICT and relational ethics.

RQF publication quality measures: methodoligical issues

The Research Quality Framework uses Thomson-ISI citation benchmarks as its main set of objective measures of research quality. The Thomson-ISI measures rely on identifying a core set of journals in which the major publications for a discipline are to be found. The core for a discipline is determined by applying a nontransparent process that is partly based on Bradford’s Law (1934). Yet Bradford was not seeking measures about quality of publications or journals. How valid then is it to base measures of publication quality on Bradford’s Law? We explore this by returning to Bradford’s Law and subsequent related research asking ‘what is Bradford’s Law really about?’ We go further, and ask ‘does Bradford’s Law apply in Information Systems?’ We use data from John Lamp’s internationally respected Index of Information Systems Journals to explore the latter question. We have found that Information Systems may have a core of journals only a subset of which is also in the list of Thomson-ISI journals. There remain many unanswered questions about the RQF metrics based on Thomson-ISI and their applicability to information systems.