Facilitating online privacy on eCommerce websites: an Australian experience

As traditional organizations using their websites for eCommerce transactions are increasing at an exponential rate, privacy concerns of users are also on the rise. To gain an insight into these concerns, existing policies and legislation, we conducted the research reported in this paper, in 2003. To augment the literature synthesis, a multiple case study analysis was conducted, based on six large organisations in Australia. Our research findings suggested that in the Australian context, an online privacy policy (OPP) on the website which complies with the Privacy Act, supported by few best practices are reasonably able to address online privacy concerns. However, these findings are restricted in time frame, indicative and relevant in the Australian context. Nevertheless, we hope to stimulate academic research enquiry and discussion forums through this research.

Online teaching - the experience of a 'new' academic

A 'new' academic will share her fIrst experience of online teaching in a university environment. As an experienced user of computer technology this academic who is new to teaching in a university environment shared the experience of being 'new' to online teaching and learning with Masters level students. This paper explores the issues associated with online learning from the perspective of the 'teacher' as weIl as that of the 'learners'. The learners in this study participated in project-based learning experiences in an online unit taught by staff in the Faculty of Education. It will consider the issues that arose during the semester including the use of a new technology (new to the university) as well as the experience of participation in project-based learning in an online learning environment. The manner in which students dealt with the issues associated with this learning experience in an online environment will be presented.

Service guarantees and customer satisfaction: an empirical study of guarantee type and service experience

Scenario analysis was used to examine empirically the relationships between guarantee type and service experience, and consumer satisfaction, for the service of an Internet Service Provider (ISP). The scenarios involved hypothetical situations in which several factors were varied: the existence of a problem; the invocation of a guarantee, the identity of the invoker; and the manner of resolution of any problem. Alternative service guarantees were associated with each hypothetical experience: a specific guarantee, and an unconditional guarantee. Overall, consumer satisfaction related to the nature of the service experience much more strongly than it did to the difference in guarantee type.

The student experience of working in teams online

The research reported here is part of a project undertaken at a large Australian university in late 2005. The overall aim of the project was to identify the characteristics of student learning in an online environment. A university-wide student survey was conducted to ascertain student views of online learning and also of online teaching as part of the project. In the survey students were asked questions about their experiences of team work in online environments. The student perceptions of teams and team work are the focus of this paper.

The findings from the survey indicated that students appreciated the opportunity of working in diverse teams. They supported the view that their opinions were valued in such teams. Student views of how teaching should be conducted in units with online teams were also expressed. Concerns about team interactions, technological barriers and communication and cultural issues were also raised. The implications for teaching with online student teams are presented and discussed.

What's wrong with me? Concerns about online medical self-diagnosis

Self-service technologies (SSTs) are becoming increasingly commonplace in healthcare. However, research on the customer (patient) experience in this context is rare. This paper focuses on online medical self-diagnosis, a type of e-health service. This SST can provide customers with benefits such as greater convenience and control, yet we argue that this form of do-it-yourself doctoring also raises concerns for customers. This paper contributes to the service domain by presenting research propositions on the potential negative implications for customers, and their antecedents, of online medical self-diagnosis. We propose that this form of self-diagnosis is related to harms, such as customer anxiety, customer willingness to bypass healthcare professionals, and self-medication. Future research opportunities are discussed, along with implications for policy and practice.

Phenomenology and the online : the importance of studying experience

 Phenomenological research into the online experience offers real value to Internet Studies and Digital Humanities scholars for three key reasons. Firstly, as an explicitly qualitative approach, it offers a way to gain insights into the experience of going online that are not identified by those who study behaviour alone. Secondly, as phenomenological studies focus on the individual rather than the collective, the resulting small sample size means that the investment required in terms of time spent with participants is minimised. Finally, the interpretation that emerges through the phenomenological research process produces categorisations that could form the basis on which larger scale, Big Data, quantitative research projects could be built.
This paper will explore the above ideas through the lens of my doctoral research, which uses hermeneutic phenomenology to investigate the experience of persona construction by artists on the fringes of the traditional art world, specifically craftivists, tattoo artists, street artists, and performance poets. By incorporating the interpretive categorisations that have come from my early discussions, I will demonstrate the strength of a phenomenological approach to investigating the experience of using the world and social media to present the self to the world.

Online peer mentoring with pre-service teachers : a learning experience

In 2010, 34 pre-service teachers at Deakin University were invited to use Web 2.0 technologies to support practicum in rural and regional schools. Students in their final year of the Bachelor of Education Primary course were given access to an online forum, a ‗ning‘, to facilitate development of mentoring relationships within a community of peers. Access to the ning was presented as an optional extra available only to students undertaking their professional experience in rural and regional settings. Based on the work of Le Cornu (2005), mentoring was framed as a collaborative and collegial arrangement through which participants could hone the interpersonal and critical reflection skills crucial to practicum. A ning was selected as it: 1) allowed the creation of a closed, protected social network with customised options, and 2) requires little technological skills and investment of time from participants in terms of setting up a profile and participating in the online community. These features seemed to make it an ideal platform for pre-service teachers to analyse and reflect on professional experience. However, the small pre-service cohort did not choose to access the site. This unexpected outcome seems to challenge contemporary discourses about the current generation‘s attitudes to web based technology. It also highlights the importance of coupling use of template-based online tools, such as the ning, with awareness of Bourdieu‘s (1977) social capital to ensure uptake. In capturing the learnings from the project and systematically reviewing relevant literature, this paper provides a set of recommendations for conceptualising and engaging pre-service teachers in the use of online forums.

Inspiring connections: The student experience of an online creative arts journal

This study investigates the learning potential of students' experiences working as editors and publishers for a university's creative arts e-journal. The study is based on a project which aimed to strengthen creative arts students' graduate attributes and employability skills associated with interpersonal and written communication skills, specifically editing and e-publication. The participants were surveyed prior to and after e-publication of each issue of the journal over a two year period. The study focuses on students' and teachers' perceptions of participating in a non-graded, discipline-based work-integrated learning (WIL) activity. The data were analysed in order to explore students' and teachers' attitudes and responses to the challenges with participating in an e-publication process. The findings indicated that students chose to participate in the activity to address certain employability skills as well as desiring an authentic work-based challenge that enhanced the university experience. The results revealed that students require more guidance and informal set lesson plans. The teachers' responses indicated that the most important teaching methods were: (i) provide authentic communication to students and (ii) illustrate relevant industry experience. Recommendations are made for the careful implementation and integration of the online creative arts WIL project into the University's curriculum in order to: (i) connect WIL pedagogy, courses, policies and objectives in higher education, (ii) provide career and self development for WIL teaching and learning practices, and (iii) continually redevelop and evaluate the WIL activity in order to pursue accreditation.

Online Shopping Websites: An Evaluation of User Experience and Interface Ergonomic Criteria from the Perspective of Older Users

This paper presents a user experience evaluation of two online shopping websites from the perspective of older users (those aged 50 and older). Two online shopping websites were evaluated using methodological procedures established in prior research [1]. The methodology consists of four steps: (1) heuristic interface evaluation using an ergonomic criteria checklist, (2) online identification and experience questionnaire, (3) evaluation of user experience and interface interaction, and (4) satisfaction questionnaire. Results of the study revealed the analyzed websites are not suitable for older users, who find it difficult to interact with these interfaces.

Customer response to media in marketing promotion: print versus online

Il lavoro di tesi, che si compone di tre articoli di ricerca, analizza, nel contesto della marketing promotion, la risposta del consumatore ai media in termini di ricordo, intenzione di acquisto, comportamento di acquisto e preferenza per il medium. Il lavoro, in particolare, mette a confronto due tipologie di media, carta e online, nell’ambito della price e loyalty promotion, utilizzando due disegni di ricerca sperimentali ed uno correlazionale. I risultati del lavoro mostrano che la risposta del consumatore alla comunicazione promozionale e ai media è eterogenea: segmenti di clienti diversi rispondono in maniera differente sia alla comunicazione promozionale che a carta e digitale. Online e carta hanno in media la stessa efficacia sui comportamenti di acquisto dei clienti, ma differiscono rispetto all’effetto su ricordo e atteggiamento e rispetto alla preferenza per il medium espressa dalla clientela. Lo spostamento delle risorse di marketing dalla carta al digitale permetterebbe quindi di ridurre i costi mantenendo lo stesso livello di efficacia. Inoltre, il presente lavoro mostra come sia possibile aumentare la risposta dei consumatori ai media attraverso un approccio di segmentazione della clientela.

Experience facilitation process e o posicionamento estratégico de unidades hoteleiras

A indústria hoteleira é hoje reconhecida como uma indústria global, com produtores e consumidores espalhados por todo o mundo. Um dos grandes desafios dos nossos dias passa por maximizar a satisfação do seu consumidor e simultaneamente garantir um crescimento exponencial da procura face à concorrência. O EFP (Experience Facilitation Process) tem levantado novos desafios na gestão do turismo e da hotelaria, associado aos novos processos de gestão de negócios turísticos e à emergência de novos produtos e atributos valorizados pelos turistas. O presente estudo visa compreender até que ponto os hotéis facilitam a experiência turística e o usufruto dos seus hóspedes, maximizando a sua satisfação. Pretende-se, neste contexto, perceber se o posicionamento estratégico preconizado pelo sector coloca o enfase no elemento mais importante de uma organização, o cliente. Para o efeito, é proposto um modelo em que a EFP (Experience Facilitation Process) influencia a recomendação do hotel. O EFP é por sua vez explicado pela easiness in performance, pela tecnologia adotada, pela qualidade de F&B e pelas facilidades. O modelo foi empiricamente testado através da aplicação de uma amostra de 299 questionários recolhidos online. Tendo o modelo conceptual sido testado a partir dum modelo de equações estruturais, por recurso ao AMOS 21. Os resultados indicam que a perceção de experiência facilitada se traduz em indicadores tangíveis tais como a easiness in performance e a tecnologia. A facilitação da experiência determina a recomendação, ainda que esta recomendação seja modesta. As implicações teóricas e de gestão foram discutidas mostrando que a facilitação da experiência é um processo determinante para a satisfação dos turistas. Estes resultados empíricos, ainda que não generalizáveis, revelam a complexidade do serviço hoteleiro ao mesmo tempo que emprestam à análise do posicionamento competitivo uma nova perspetiva.