Online-questionnaire design:establishing guidelines and evaluating existing eupport

As a new medium for questionnaire delivery, the internet has the potential to revolutionise the survey process. Online (web-based) questionnaires provide several advantages over traditional survey methods in terms of cost, speed, appearance, flexibility, functionality, and usability [1, 2]. For instance, delivery is faster, responses are received more quickly, and data collection can be automated or accelerated [1- 3]. Online-questionnaires can also provide many capabilities not found in traditional paper-based questionnaires: they can include pop-up instructions and error messages; they can incorporate links; and it is possible to encode difficult skip patterns making such patterns virtually invisible to respondents. Like many new technologies, however, online-questionnaires face criticism despite their advantages. Typically, such criticisms focus on the vulnerability of online-questionnaires to the four standard survey error types: namely, coverage, non-response, sampling, and measurement errors. Although, like all survey errors, coverage error (“the result of not allowing all members of the survey population to have an equal or nonzero chance of being sampled for participation in a survey” [2, pg. 9]) also affects traditional survey methods, it is currently exacerbated in online-questionnaires as a result of the digital divide. That said, many developed countries have reported substantial increases in computer and internet access and/or are targeting this as part of their immediate infrastructural development [4, 5]. Indicating that familiarity with information technologies is increasing, these trends suggest that coverage error will rapidly diminish to an acceptable level (for the developed world at least) in the near future, and in so doing, positively reinforce the advantages of online-questionnaire delivery. The second error type – the non-response error – occurs when individuals fail to respond to the invitation to participate in a survey or abandon a questionnaire before it is completed. Given today’s societal trend towards self-administration [2] the former is inevitable, irrespective of delivery mechanism. Conversely, non-response as a consequence of questionnaire abandonment can be relatively easily addressed. Unlike traditional questionnaires, the delivery mechanism for online-questionnaires makes estimation of questionnaire length and time required for completion difficult1, thus increasing the likelihood of abandonment. By incorporating a range of features into the design of an online questionnaire, it is possible to facilitate such estimation – and indeed, to provide respondents with context sensitive assistance during the response process – and thereby reduce abandonment while eliciting feelings of accomplishment [6]. For online-questionnaires, sampling error (“the result of attempting to survey only some, and not all, of the units in the survey population” [2, pg. 9]) can arise when all but a small portion of the anticipated respondent set is alienated (and so fails to respond) as a result of, for example, disregard for varying connection speeds, bandwidth limitations, browser configurations, monitors, hardware, and user requirements during the questionnaire design process. Similarly, measurement errors (“the result of poor question wording or questions being presented in such a way that inaccurate or uninterpretable answers are obtained” [2, pg. 11]) will lead to respondents becoming confused and frustrated. Sampling, measurement, and non-response errors are likely to occur when an online-questionnaire is poorly designed. Individuals will answer questions incorrectly, abandon questionnaires, and may ultimately refuse to participate in future surveys; thus, the benefit of online questionnaire delivery will not be fully realized. To prevent errors of this kind2, and their consequences, it is extremely important that practical, comprehensive guidelines exist for the design of online questionnaires. Many design guidelines exist for paper-based questionnaire design (e.g. [7-14]); the same is not true for the design of online questionnaires [2, 15, 16]. The research presented in this paper is a first attempt to address this discrepancy. Section 2 describes the derivation of a comprehensive set of guidelines for the design of online-questionnaires and briefly (given space restrictions) outlines the essence of the guidelines themselves. Although online-questionnaires reduce traditional delivery costs (e.g. paper, mail out, and data entry), set up costs can be high given the need to either adopt and acquire training in questionnaire development software or secure the services of a web developer. Neither approach, however, guarantees a good questionnaire (often because the person designing the questionnaire lacks relevant knowledge in questionnaire design). Drawing on existing software evaluation techniques [17, 18], we assessed the extent to which current questionnaire development applications support our guidelines; Section 3 describes the framework used for the evaluation, and Section 4 discusses our findings. Finally, Section 5 concludes with a discussion of further work.

Importance-Performance Analysis of Guest Entertainment Technology Amenities in the Lodging Industry

An assessment of how hotel guests view in-room entertainment-technology amenities was conducted to compare the importance of these technologies to how they performed. In-room entertainment technology continues to evolve in the hotel industry. However, given the multitude of entertainment products available in the marketplace today, hoteliers have little understanding of guests’ expectations and of which in-room entertainment-technology amenities will drive guest satisfaction and increase loyalty to the hotel brand. Given that technology is integral to a hotel stay, this study seeks to evaluate the importance and performance of in-room entertainment-technology amenities. Findings indicate that free-to-guest television (FTG TV) and high-speed Internet access were the two most important inroom entertainment-technology amenities when it comes to the selection of a hotel for both leisure and business travelers. The Importance/Satisfaction Matrix presented in the current study showed that many of the in-room entertainment-technology amenities are currently a low priority for guests. Keywords: importance-performance analysis, hotel, in-room entertainment technologies

As práticas comunicacionais do pós-venda: o SAC na era das redes sociais on-line

Estudo sobre as práticas comunicacionais da área de pós-vendas nas redes sociais on-line, com relação ao atendimento das empresas e os canais por elas disponibilizados para interação com o consumidor. Dentre as etapas, realizou-se uma análise sobre os hábitos dos consumidores de realizar buscas nas redes socais on-line; com o intuito de chamar a atenção das empresas sobre problemas de pós-venda nestes canais (reclamações, dúvidas técnicas, sugestões etc.). O objetivo principal foi elaborar de forma cronológica e estruturada a práticas de comunicação no pós-venda por meio dos diversos canais do SAC; resgatando as fases evolutivas do SAC, a lei de proteção do consumidor, desde a era analógica (sem acesso à internet e espontânea), até a chegada das redes sociais on-line. Para tal estudo foram realizados: levantamento bibliográfico, exploratório e documental sobre a área de pós-venda, marketing de relacionamento e de resultados de pesquisas sobre os hábitos dos consumidores conectados à internet; apresentação de casos que exemplificam as práticas comunicacionais do mercado; entrevista aplicada com oito especialistas do mercado; e formulário eletrônico aplicado com gestores das centrais de atendimento. Com todas essas análises, foi possível traçar um diagnóstico sobre a realidade atual da área de atendimento ao cliente das empresas selecionadas, nas redes sociais on-line, além de reforçar sensivelmente a ideia do consumidor produtor de conteúdo (prosumer) e a mudança no fluxo comunicacional consumidor versus empresa.

Más allá del tecnologicismo, más acá del miserabilismo digital. Procesos de co-construcción de las desigualdades sociales y digitales en la Argentina contemporánea

En el presente artículo se reflexiona sobre los modos - dinámicos y cambiantes - en que la apropiación de las Tecnologías de Información y Comunicación (TIC) opera en la constitución de las desigualdades sociales y sobre las categorías utilizadas para comprenderlos. La reflexión se ilustra con los hallazgos de una investigación que compara la apropiación de las TIC por jóvenes de clases medias - altas y clases populares urbanas en el Gran La Plata. En el actual contexto de marcado crecimiento del acceso a la computadora e Internet, es preciso revisar las nociones de "brecha digital" y "nativos e inmigrantes digitales", superar resabios tecnologicistas y desplazar la mirada de los objetos a los procesos que resultan significativos para los propios actores: cómo se configuran las trayectorias de acceso; por qué se han convertido las TIC y ciertos saberes y habilidades en bienes de alta deseabilidad colectiva; qué procesos habilitan o permiten en el marco de una sociabilidad específica y qué diferencias logran así los actores suplir. De este modo, se espera contribuir a una evaluación cualitativa de las políticas públicas sobre el terreno "realmente existente" en que operan las desigualdades en la sociedad argentina contemporánea.

Más allá del tecnologicismo, más acá del miserabilismo digital. Procesos de co-construcción de las desigualdades sociales y digitales en la Argentina contemporánea

En el presente artículo se reflexiona sobre los modos - dinámicos y cambiantes - en que la apropiación de las Tecnologías de Información y Comunicación (TIC) opera en la constitución de las desigualdades sociales y sobre las categorías utilizadas para comprenderlos. La reflexión se ilustra con los hallazgos de una investigación que compara la apropiación de las TIC por jóvenes de clases medias - altas y clases populares urbanas en el Gran La Plata. En el actual contexto de marcado crecimiento del acceso a la computadora e Internet, es preciso revisar las nociones de "brecha digital" y "nativos e inmigrantes digitales", superar resabios tecnologicistas y desplazar la mirada de los objetos a los procesos que resultan significativos para los propios actores: cómo se configuran las trayectorias de acceso; por qué se han convertido las TIC y ciertos saberes y habilidades en bienes de alta deseabilidad colectiva; qué procesos habilitan o permiten en el marco de una sociabilidad específica y qué diferencias logran así los actores suplir. De este modo, se espera contribuir a una evaluación cualitativa de las políticas públicas sobre el terreno "realmente existente" en que operan las desigualdades en la sociedad argentina contemporánea.

Más allá del tecnologicismo, más acá del miserabilismo digital. Procesos de co-construcción de las desigualdades sociales y digitales en la Argentina contemporánea

En el presente artículo se reflexiona sobre los modos - dinámicos y cambiantes - en que la apropiación de las Tecnologías de Información y Comunicación (TIC) opera en la constitución de las desigualdades sociales y sobre las categorías utilizadas para comprenderlos. La reflexión se ilustra con los hallazgos de una investigación que compara la apropiación de las TIC por jóvenes de clases medias - altas y clases populares urbanas en el Gran La Plata. En el actual contexto de marcado crecimiento del acceso a la computadora e Internet, es preciso revisar las nociones de "brecha digital" y "nativos e inmigrantes digitales", superar resabios tecnologicistas y desplazar la mirada de los objetos a los procesos que resultan significativos para los propios actores: cómo se configuran las trayectorias de acceso; por qué se han convertido las TIC y ciertos saberes y habilidades en bienes de alta deseabilidad colectiva; qué procesos habilitan o permiten en el marco de una sociabilidad específica y qué diferencias logran así los actores suplir. De este modo, se espera contribuir a una evaluación cualitativa de las políticas públicas sobre el terreno "realmente existente" en que operan las desigualdades en la sociedad argentina contemporánea.

Sustainability and Community Networks

Community networks are IP-based computer networks that are operated by a community as a common good. In Europe, the most well-known community networks are Guifi in Catalonia, Freifunk in Berlin, Ninux in Italy, Funkfeuer in Vienna and the Athens Wireless Metropolitan Network in Greece. This paper deals with community networks as alternative forms of Internet access and alternative infrastructures and asks: What does sustainability and unsustainability mean in the context of community networks? What advantages do such networks have over conventional forms of Internet access and infrastructure provided by large telecommunications corporations? In addition what disadvantages do they face at the same time? This article provides a framework for thinking dialectically about the un/sustainability of community networks. It provides a framework of practical questions that can be asked when assessing power structures in the context of Internet infrastructures and access. It presents an overview of environmental, economic, political and cultural contradictions that community networks may face as well as a typology of questions that can be asked in order to identify such contradictions.

Digitizing dissent: cyborg politics and fluid networks in contemporary Cuban activism

Communication technologies shape how political activist networks are produced and maintain themselves. In Cuba, despite ideologically and physically oppressive practices by the state, a severe lack of Internet access, and extensive government surveillance, a small network of bloggers and cyberactivists has achieved international visibility and recognition for its critiques of the Cuban government. This qualitative study examines the blogger collective known as Voces Cubanas in Havana, Cuba in 2012, advancing a new approach to the study of transnational activism and the role of technology in the construction of political narrative. Voces Cubanas is analyzed as a network of connections between human and non-human actors that produces and sustains powerful political alliances. Voces Cubanas and its allies work collectively to co-produce contentious political discourses, confronting the dominant ideologies and knowledges produced by the Cuban state. Transnational alliances, the act of translation, and a host of unexpected and improvised technologies play central roles in the production of these narratives, indicating new breed of cyborg sociopolitical action reliant upon fluid and flexible networks and the act of writing. 

Vaness: DNS for nomadic users in vehicular networks

Vehicular networks, also known as VANETs, are an ad-hoc network formed by vehicles and road-side units. Nowadays they have been attracting big interest both from researchers as from the automotive industry. With the upcoming of automotive specific operating systems and self-driving cars, the use of applications on vehicles and the integration with common mobile devices is becoming a big part of VANETs. Although many advances have been made on this field, there is still a big discrepancy between the communication layer services provided by VANETs and the user level services, namely those accessible through mobile applications on other networks and technologies. Users and developers are accustomed to user-to-user or user-tobusiness communication without explicit concerns related with the available communication transport layer. Such is not possible in VANETs since people may use more than one vehicle. However, to send a message to a specific user in these networks, there is a need to know the ID of the vehicle where the user is, meaning that there is a lack of services that map each individual user to VANETs endpoint (vehicle identification). This dissertation work proposes VANESS, a naming service as a resource to support user-to-user communication within a heterogeneous scenario comprising typical ISP scenario and VANETs focused on mobile devices. The proposed system is able to map the user to an end point either locally (i.e. there is not internet connection at all), online (i.e. system is not in a vehicular network but has direct internet connection) and using a gateway (i.e. the system is in a vehicular network where some of the nodes have internet access and will act as a gateway). VANESS was fully implemented on android OS with results proving his viability, and partially on iOS showing its multiplatform capabilities.

Rule Generalisation in Intrusion Detection Systems using Snort

Intrusion Detection Systems (IDSs) provide an important layer of security for computer systems and networks, and are becoming more and more necessary as reliance on Internet services increases and systems with sensitive data are more commonly open to Internet access. An IDS’s responsibility is to detect suspicious or unacceptable system and network activity and to alert a systems administrator to this activity. The majority of IDSs use a set of signatures that define what suspicious traffic is, and Snort is one popular and actively developing open-source IDS that uses such a set of signatures known as Snort rules. Our aim is to identify a way in which Snort could be developed further by generalising rules to identify novel attacks. In particular, we attempted to relax and vary the conditions and parameters of current Snort rules, using a similar approach to classic rule learning operators such as generalisation and specialisation. We demonstrate the effectiveness of our approach through experiments with standard datasets and show that we are able to detect previously undetected variants of various attacks. We conclude by discussing the general effectiveness and appropriateness of generalisation in Snort based IDS rule processing. Keywords: anomaly detection, intrusion detection, Snort, Snort rules

PERSPECTIVE FROM THE OPTICAL SCANNING OF COPYRIGHT

Digitalization is, nowadays, a very important mechanism to help information get where it’s needed, thanks specially to the universality of internet access. However, it carries within the responsibility of making a good use of it, in means of copyright, guarding the existing legislation in Costa Rica and the international agreements in which the country takes part. Legislation allows, under certain premises, the use of digitalization. Nevertheless, it’s necessary to define the parameters in which these premises will be applied, so it’s used correctly.

Rule Generalisation in Intrusion Detection Systems using Snort

Intrusion Detection Systems (IDSs) provide an important layer of security for computer systems and networks, and are becoming more and more necessary as reliance on Internet services increases and systems with sensitive data are more commonly open to Internet access. An IDS’s responsibility is to detect suspicious or unacceptable system and network activity and to alert a systems administrator to this activity. The majority of IDSs use a set of signatures that define what suspicious traffic is, and Snort is one popular and actively developing open-source IDS that uses such a set of signatures known as Snort rules. Our aim is to identify a way in which Snort could be developed further by generalising rules to identify novel attacks. In particular, we attempted to relax and vary the conditions and parameters of current Snort rules, using a similar approach to classic rule learning operators such as generalisation and specialisation. We demonstrate the effectiveness of our approach through experiments with standard datasets and show that we are able to detect previously undetected variants of various attacks. We conclude by discussing the general effectiveness and appropriateness of generalisation in Snort based IDS rule processing. Keywords: anomaly detection, intrusion detection, Snort, Snort rules

Boost Software Business Products with Hybrid Development

This paper presents how new paradigms and methodologies for software development are changing rapidly in the last two years. In the current scenario where we live on, occurs a transition that, although slight, reflects the rapid manner in which the software production paradigms are reinvented due to the change of display devices and interaction with the end user. Studies indicate that in 2013 was the turn out of the internet access domain for mobile devices over the traditional desktop device, which is currently at around 60% mobile, against 40% desktop. This field will tend to grow in the coming years and it is expected that the use of internet for a desktop terminal tends to be less each day (comScore). In this context, the software industry has been re-invented and updated with respect to technologies that promote software and mobile applications, building products capable of responding to the user market. The development of software products, such as applications, must be put into production for different user environments, such as Web, iOS and Android in a way to enhance efficiency, optimization and productivity in the software development cycle (Langer, Arthur M.).

Accessing dental anxiety online support groups: An exploratory qualitative study of motives and experiences

Objectives: In recent years, Internet access has grown markedly providing individuals with new opportunities for online information retrieval, psychological advice and support. The objectives of the present study were to explore the context through which dentally anxious individuals access an online support group and the nature of their online experiences. Methods: An online questionnaire was completed by 143 individuals who accessed the Dental Fear Central online support group bulletin board. Qualitative analysis was conducted on the responses. Results: Analysis revealed three emergent themes which reflected the motives and experiences of individuals: ‘Searching for help’, ‘Sharing fears’ and ‘I feel empowered’. Conclusion: This exploratory study suggests that for most individuals accessing this online support group was a positive and beneficial experience. Practice Implications: Online support groups may represent a convenient and beneficial tool that may assist certain individuals to confront their debilitating anxiety/phobia and successfully receive dental care.

Social support in cyberspace: A content analysis of communication within a Huntington’s Disease online support group

Objective: Huntington’s Disease (HD) is an inherited disorder, characterised by a progressive degeneration of the brain. Due to the nature of the symptoms, the genetic element of the disease and the fact that there is no cure, HD patients and those in their support network often experience considerable stress and anxiety. With an expansion in Internet access, individuals affected by HD have new opportunities for information retrieval and social support. The aim of this study is to examine the provision of social support in messages posted to a HD online support group bulletin board. Methods: In total, 1313 messages were content analysed using a modified version of the Social Support Behaviour Code developed by Cutrona & Suhr (1992). Results: The analysis indicates that group members most frequently offered informational (56.2%) and emotional support (51.9%) followed by network support (48.4%) with esteem support (21.7%) and tangible assistance (9.8%) least frequently offered. Conclusion: This study suggests that exchanging informational and emotional support represents a key function of this online group. Practice implications: Online support groups provide a unique opportunity for health professionals to learn about the experiences and views of individuals affected by HD and explore where and why gaps may exist between evidence-based medicine and consumer behaviour and expectations.