Service blueprinting : a potential tool for improving cause-donor exchanges

This paper examines the potential for using service blueprinting to assist non-profit organizations in better managing donor exchanges. In many cases organizations are unclear of donors' expectations in relation to the overall giving experience. Failure to deliver on expectations could potentially result in donor 'dissatisfaction', which in turn may result in reductions of future donations to these organizations. This article begins with a review of blueprinting and the benefits of using such as tool as to assist in understanding the donation exchange. Zeithaml and Bitner's (2000) steps in building a blueprint are explained in the context of non-profit-donor exchanges. An example of a hypothetical blueprint provided to highlight the complexity and divergence encountered in such exchanges and used to identify potential problems associated with the various aspects of the donation experience. Finally, implications for managing giving and suggestions for future research are offered.

Developing an interactive writing tool for business law students

Students’ performance in assessment tasks requiring logical written answers to case study problems can be adversely affected by difficulties in constructing a full length, logical written argument that demonstrates understanding to the level expected. This paper describes a teaching and learning tool developed to assist students in constructing logical full-length answers to given problems, using individual understanding of underlying concepts and their application. The tool allows students to see their thoughts and reasoning written into full-length answers of different styles. Developed initially for Business law students, this Answer Styles tool has scope to assist students’ writing in many disciplines.

Email correspondence : a qualitative data collection tool for organisational researchers

This paper proposes a novel method for qualitative data collection in organisational research, that of email correspondence. This approach involves written communication between the researcher and each respondent, as a conversational dialogue is constructed. An overview of this method of engaging vvith respondents is provided. The author then discusses how email correspondence was used in two studies of middle managers, outlining both the benefits and challenges experienced. Lessons learned for future use of the method are also considered. Email correspondence proved a valuable tool in revealing respondents' workplace experiences, and this method provides opportunity for organisational researchers seeking to explore employees' personal reflections.

Function length as a tool for malware classification

The proliferation of malware is a serious threat to computer and information systems throughout the world. Antimalware companies are continually challenged to identify and counter new malware as it is released into the wild. In attempts to speed up this identification and response, many researchers have examined ways to efficiently automate classification of malware as it appears in the environment. In this paper, we present a fast, simple and scalable method of classifying Trojans based only on the lengths of their functions. Our results indicate that function length may play a significant role in classifying malware, and, combined with other features, may result in a fast, inexpensive and scalable method of malware classification.