Form Follows Function: Designing For Tensions Of Conversational Agents In Service Encounters

2022 | European Conference On Information Systems | Citations: 0

Authors: Bucher, Andreas; Staehelin, Dario; Dolata, Mateusz; Schwabe, Gerhard

Abstract: The proliferation of conversational agents (CAs) promises efficiency and qualit ... Expand

Abstract: The proliferation of conversational agents (CAs) promises efficiency and quality improvements while enabling a more seamless integration of technology into service encounters. However, it remains unclear how CAs should be designed to provide the optimal experience for the key users: clients and frontline employees. Based on qualitative research with those key users, this study delivers a vision of an adaptable CA. It proposes a differentiated approach toward the design of CA: there is no "one-sizefits-all" design regarding the level of social presence, autonomy, or agency. The analysis reveals three tensions in user expectations leading to inconsistent design requirements for CAs. To resolve those tensions, CAs should be adapted to the changing context of a service encounter considering the appropriate level of autonomy, task complexity, interpersonal intimacy, and social role of the CA. The study contributes three design principles emphasizing the importance of the context for which a CA is designed. Collapse

Topics: social presence video conference information technology capability human computer interaction usability

Methods: qualitative interview design artifact design principle survey chatbot

Contextual Explanation: Alternative Approaches and Persistent Challenges

2019 | Management Information Systems Quarterly | Citations: 64

Authors: Avgerou, Chrisanthi

Abstract: This paper identifies challenges facing the development of contextual theory in ... Expand

Abstract: This paper identifies challenges facing the development of contextual theory in Information Systems research. The IS literature is examined to identify the variation of approaches through which IS research accounts for contextual influences in the formation of IS phenomena. The literature review reveals issues that require methodological and theoretical attention. These concern the generalization of context-specific research findings; the partiality of theory due to trade-offs of scale and detail; the development of sociomaterial perspectives of contextual influences on IS phenomena; and the challenge posed to contextual explanation from ontologies that give primacy to processes of continuous change over existing entities. From the exploration of these issues, comparative research is suggested as a promising approach to generalization; an argument is made for research framing with explicit consideration of scale of the context domain under inquiry to allow for the comparison and complementarity of research findings; alternative theoretical perspectives of context related with theories of technology and theories of action are identified; and directions toward the development of a sociomaterial perspective of context are suggested. Collapse

Topics: information system use knowledge representation

Methods: literature study literature sample ontological modelling design artifact contextual inquiry

Theories: sociomaterialism theory information systems theory

Why do you ask all those questions? Supporting client profiling in financial service encounters

2017 | HICSS | Citations: 1

Authors: Kilic, Mehmet; Dolata, Mateusz; Schwabe, Gerhard

Abstract: Client data is key to provide personalized services and products. Therefore, ban ... Expand

Abstract: Client data is key to provide personalized services and products. Therefore, banks go through great efforts to profile their clients during financial advisory service encounters. Since traditional pen-and-paper profiling does not satisfy the banks’ needs, they strive to digitalize this activity. This paper offers j o i n t p r o f i l i n g as a solution: The advisor and the client jointly create a client’s profile using a shared display. However, test clients provided a mixed response to a first joint profiling prototype. They wondered, why the bank needs all this information. In a second iteration, joint profiling was augmented by task awareness, i.e., linking all profiled information to the client's goal. This t a s k a w a r e j o i n t p r o f i l i n g was far better accepted by the clients. This paper offers research insights on the role of profiling in face-to-face advisory service encounters, on its acceptance by the clients, and on design principles for digital profiling in financial service encounters. Collapse

Topics: computer supported cooperative work problem solving system support user centered design

Methods: design artifact experiment qualitative interview parametric test Student's t-test

Theories: yield shift theory of satisfaction

The Agile UX Development Lifecycle: Combining Formative Usability and Agile Methods

2017 | HICSS | Citations: 0

Authors: Kieffer, Suzanne; Ghouti, Aissa; Macq, Benoit

Abstract: This paper contributes a method variation that helps cross-functional teams comb ... Expand

Abstract: This paper contributes a method variation that helps cross-functional teams combine both formative usability and agile methods to develop interactive systems. Both methods are iterative, continuous and focus on delivering value to users, which makes their combination possible. The “agile UX development lifecycle” supports and facilitates the synchronization of the steps involved in both formative usability and agile sprints in an operable manner and is intended for design and development settings. We present a case study that illustrates the extent to which this tool meets the needs of real-world cross-functional teams, describing the gains in efficiency it can provide but also guidelines for increasing the benefits gained from this combination in design and development settings. Collapse

Topics: usability agile software development mobile health systems development mobile system

Methods: case study design artifact usability testing experimental task design science

Are Stakeholders the Only Source of Information for Requirements Engineers? Toward a Taxonomy of Elicitation Information Sources

2016 | ACM Transactions on Management Information Systems | Citations: 1

Authors: Burnay, Corentin

Abstract: Requirements elicitation consists in collecting and documenting information abou ... Expand

Abstract: Requirements elicitation consists in collecting and documenting information about the requirements from a system-to-be and about the environment of that system. Elicitation forms a critical step in the design of any information system, subject to many challenges like information incompleteness, variability, or ambiguity. To deal with these challenges, requirements engineers heavily rely on stakeholders, who turn out to be one of the most significant provider of information during elicitation. Sometimes, this comes at the cost of less attention being paid by engineers to other sources of information accessible in a business. In this article, we try to deal with this issue by studying the different sources of information that can be used by engineers when designing a system. We propose TELIS (a Taxonomy of Elicitation Sources), which can be used during elicitation to review more systematically the sources of information about a system-to-be. TELIS was produced through a series of empirical studies and was partially validated through a real-world case study. Our objective in this article is to increase the awareness of engineers about the other information providers within a business. Ultimately, we believe our taxonomy may help in better dealing with classical elicitation challenges and increase the chances of successful information systems design. Collapse

Topics: requirements elicitation enterprise resource planning electronic mail misinformation user requirement

Methods: qualitative interview case study hierarchical clustering card sorting literature study

Contextualist Inquiry into IT-enabled Hospital Revenue Cycle Management: Bridging Research and Practice

2015 | Journal of the Association for Information Systems | Citations: 0

Authors: Mindel, Vitali; Mathiassen, Lars

Abstract: Approximately a quarter of all U.S. non-for-profit hospitals operate with negati ... Expand

Abstract: Approximately a quarter of all U.S. non-for-profit hospitals operate with negative margins. In this unsustainable situation, revenue cycle management (RCM), the business process that drives revenue collection and accounts receivable administration, becomes increasingly crucial for healthcare organizations. RCM is at the center of an incredibly complex network of external and internal links, and its success chiefly depends on a smooth flow of timely, accurate information. While IS research increasingly focuses on clinical health information technologies (HITs), IT's potential as an enabler of hospitals' administrative activities remains by and large unexplored. To advance research into administrative HIT, we draw on Pettigrew's (1987, 1990) theoretical contextualist framework of organizational transformation. Contextualist inquiry is particularly well suited to the study of complex organizational change processes, and it affords a comprehensive view on the opportunities and challenges involved in transforming IT-enabled RCM. Leveraging these strengths, we review the diverse body of academic literature related to RCM transformation and juxtapose the findings with the prevalent discourse in practitioner publications on RCM. These analyses reveal major gaps between extant theory and the problems faced in practice. In conclusion, we draw on these insights to propose research themes and theoretical lenses that can help bridge the gap between theory and practice. Collapse

Topics: financial performance IS downsizing search engine information system use electronic health record

Methods: literature sample path analysis literature study contextual inquiry natural language processing

Understanding the impact of business cases on IT investment decisions: An analysis of municipal e-government projects

2013 | Information & Management | Citations: 0

Authors: Berghout, Egon; Tan, Chee-Wee

Abstract: This study synthesizes the extant literature to derive an integrative developmen ... Expand

Abstract: This study synthesizes the extant literature to derive an integrative developmental framework for IT business cases that can be applied to diagnose the feasibility of technological investments. We then construct a theoretical model that postulates the impact of IT business case elements on the initial cost estimates of technological investments. Subsequently, our theoretical model is subjected to empirical validation through content analysis of IT business cases developed for municipal e-government projects. Findings indicate that the richness of the richness of business cases translates to more initial costs being identified in technological investments, thereby conserving resources for the organization through informed investment decisions. Collapse

Topics: government system IT project IT investment project management systems evaluation

Methods: qualitative content analysis literature sample case study regression analysis method theory development

The Impact of Data Quality Tags on Decision-Making Outcomes and Process

2011 | Journal of the Association for Information Systems | Citations: 0

Authors: Price, Rosanne; Shanks, Graeme

Abstract: It has been proposed that metadata describing data quality (DQ), termed DQ tags, ... Expand

Abstract: It has been proposed that metadata describing data quality (DQ), termed DQ tags, be made available in situations where decision makers are unfamiliar with the data context, for example, in data warehouses. However, there have been conflicting reports as to the impact of such DQ tags on decision-making outcomes. Early studies did not explicitly consider the usability and semantics of the DQ tag designs used experimentally or the impact of such tags on decision process, except in suggestions for future research. This study addresses these issues, focusing on the design of usable DQ tags whose semantics are explicitly specified and exploring the impact of such DQ tags on decision outcomes and process. We use the information quality framework InfoQual, the interaction design technique of contextual inquiry, and cognitive process tracing to address DQ tag semantics, usability, and impact on decision process, respectively. In distinct contrast to earlier laboratory experiments, there was no evidence that the preferred decision choice changed with DQ tags, but decision time was significantly increased and there were indications of reduced consensus. These results can be explained by understanding the impact of DQ tags on decision process using concurrent protocol analysis, which involves participants verbalizing thoughts while making a decision. The protocol analysis study shows that DQ tags are associated with increased cognitive processing in the earlier phases of decision making, which delays generation of decision alternatives. Collapse

Topics: decision making usability problem solving database system data quality

Methods: experiment qualitative coding design science protocol analysis experimental design

THE ROLE OF CONTEXT IN MANAGING INFORMATION INFRASTRUCTURE SERVICES

2010 | International Conference on Information Systems | Citations: 0

Authors: Augustsson, Nils-Petter; Nilsson, Agneta; Holmström, Jonny

Abstract: Contemporary organizations are increasingly dependent on information infrastruct ... Expand

Abstract: Contemporary organizations are increasingly dependent on information infrastructures to deliver their services. However, information infrastructures are highly complex and dynamic, which lead to considerable management challenges. This research aims to contribute to our understanding of these challenges through an in-depth investigation of a team responsible for information infrastructure services at a large business and technology service company. The complexity and dynamics faced by the team emphasizes the important role of context in managing its information infrastructure services and underlying technology platform. To investigate the team’s practice we therefore adopt contextualist inquiry in combination with a pluralist approach based on four complementary theoretical lenses; technological frames of references, risk management, control versus drift, and dynamic capabilities. As contributions, this research has the dual goal to improve the teams’ practices while at the same time providing new theoretical insights about the role of context in management of information infrastructure services. Collapse

Topics: information technology infrastructure risk management competitive advantage human resource management knowledge base

Methods: focus group qualitative interview case study qualitative content analysis participant observation

Theories: technological frames of reference dynamic capabilities theory

Designing an evaluation framework for IT service management

2010 | Information & Management | Citations: 17

Authors: McNaughton, Blake; Ray, Pradeep; Lewis, Lundy

Abstract: Applying IT Service Management (ITSM) is a key issue in the management of an org ... Expand

Abstract: Applying IT Service Management (ITSM) is a key issue in the management of an organisation's IT function. The IT Infrastructure Library (ITIL) is the most popular and influential framework for applying ITSM. With adoption growing globally it is important to understand the benefits that ITIL processes can bring to an organisation. To date the benefits of implementing and using ITIL processes have been predicted or assumed with very little research and minimal anecdotal evidence. We present a design of a holistic evaluation framework for ITSM improvement efforts with particular focus on ITIL. Collapse

Topics: ITIL IT manager business process management service quality

Methods: survey qualitative interview contextual inquiry qualitative content analysis design artifact

Theories: SERVQUAL