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New Communication Technologies (new + communication_technology)

Distribution by Scientific Domains
Humanities and Social Sciences40%
Business, Economics, Finance and Accounting40%

Selected Abstracts

Service Personnel, Technology, and Their Interaction in Influencing Customer Satisfaction,

DECISION SCIENCES, Issue 1 2006
Craig M. Froehle
ABSTRACT Managing both the technologies and the personnel needed for providing high-quality, multichannel customer support creates a complex and persistent operational challenge. Adding to this difficulty, it is still unclear how service personnel and these new communication technologies interact to influence the customer's perceptions of the service being provided. Motivated by both practical importance and inconsistent findings in the academic literature, this exploratory research examines the interaction of media richness, represented by three different technology contexts (telephone, e-mail, and online chat), with six customer service representative (CSR) characteristics and their influences on customer satisfaction. Using a large-sample customer survey data set, the article develops a multigroup structural equation model to analyze these interactions. Results suggest that CSR characteristics influence customer service satisfaction similarly across all three technology-mediated contexts. Of the characteristics studied, service representatives contribute to customer satisfaction more when they exhibit the characteristics of thoroughness, knowledgeableness, and preparedness, regardless of the richness of the medium used. Surprisingly, while three other CSR characteristics studied (courtesy, professionalism, and attentiveness) are traditionally believed to be important in face-to-face encounters, they had no significant impact on customer satisfaction in the technology-mediated contexts studied. Implications for both practitioners and researchers are drawn from the results and future research opportunities are discussed. [source]

Managing electronic documents and work flows: Enterprise content management at work in nonprofit organizations

NONPROFIT MANAGEMENT & LEADERSHIP, Issue 4 2007
Joel Iverson
Web management and knowledge management systems have made significant technological advances, culminating in large information management systems such as enterprise content management (ECM). ECM is a Web-based publishing system that manages large numbers of electronic documents and other Web assets intended for publication to Web portals and other complex Web sites. Work in nonprofit organizations can benefit from adopting new communication technologies that promote collaboration and enterprisewide knowledge management. The unique characteristics of ECM are enumerated and analyzed from a knowledge management perspective. We identify three stages of document life cycles in ECM implementations,content, reification, and commodification/process,as the content management model. We present the model as a mechanism for decision makers and scholars to use in evaluating the organizational impacts of systems such as ECM. We also argue that decision makers in nonprofit organizations should take care to avoid overly commodifying business processes in the final stage, where participation may be more beneficial than efficiency. [source]

Problems and Risks of Unsolicited E-mails in Patient-Physician Encounters in Travel Medicine Settings

JOURNAL OF TRAVEL MEDICINE, Issue 3 2001
Andreas Sing
Background: International travel and use of modern information technology are expressions of modern life style. Seeking on-line travel health advice via E-mail for preventive (teleprevention) or diagnostic reasons may become increasingly popular among patients with financial resources and Internet access. This study was undertaken to compare the behavior of travel clinic or tropical medicine physicians and other providers of travel-related medical information services toward unsolicited E-mails from fictitious patients in pretravel and post-travel scenarios. We also wanted to test the potential of E-mail advice for preventive medicine (teleprevention), and to find out how the "Good Samaritan Law" is observed. Methods: Two different E-mails were posted to E-mail addresses of 171 physicians (members of travel health and/or tropical medicine societies) and services offering advice on travel health issues identified by an AltaVista search. These E-mails, from two different fictitious travelers, were asking for advice regarding malaria prophylaxis in a pretravel scenario and describing symptoms suggesting acute malaria. Results: Of the contacted addresses 43.3% and 49.7% respectively, replied to the pre- and post-travel E-mail. Of those suggesting antimalarial chemoprophylaxis in the pretravel scenario, 13.2% proposed inadequate regimens, and at least 3.5% of the post-travel replies were inappropriate. The "Good Samaritan Law" was observed by a significant number of physicians. Conclusions: Both patients and physicians have to be aware of the limitations of E-mail communication. Guidelines protecting physicians against legal and ethical consequences of this new communication technology are urgently needed. [source]

The Globalization of Taxation?

INTERNATIONAL STUDIES QUARTERLY, Issue 2 2003
Electronic Commerce, the Transformation of the State
The anticipated growth of new communications technologies, including the Internet and other digital networks, will make it increasingly difficult for states to tax global commerce effectively. Greater harmonization and coordination of national tax policies will likely be required in the coming years in order to address this problem. Given that the history of the state is inseparable from the history of taxation, this "globalization of taxation" could have far-reaching political implications. The modern state itself emerged out of a fiscal crisis of medieval European feudalism, which by the 14th and 15th centuries was increasingly incapable of raising sufficient revenues to support the mounting expenses of warfare. If new developments in the technology of commerce are now undermining the efficiency of the state as an autonomous taxing entity, fiscal pressures may produce a similar shift in de facto political authority away from the state and toward whatever international mechanisms are created to expedite the taxation of these new forms of commerce. [source]

Materials for an exploratory theory of the network society1

THE BRITISH JOURNAL OF SOCIOLOGY, Issue 1 2000
Manuel Castells
ABSTRACT This article aims at proposing some elements for a grounded theory of the network society. The network society is the social structure characteristic of the Information Age, as tentatively identified by empirical, cross-cultural investigation. It permeates most societies in the world, in various cultural and institutional manifestations, as the industrial society characterized the social structure of both capitalism and statism for most of the twentieth century. Social structures are organized around relationships of production/consumption, power, and experience, whose spatio-temporal configurations constitute cultures. They are enacted, reproduced, and ultimately transformed by social actors, rooted in the social structure, yet freely engaging in conflictive social practices, with unpredictable outcomes. A fundamental feature of social structure in the Information Age is its reliance on networks as the key feature of social morphology. While networks are old forms of social organization, they are now empowered by new information/communication technologies, so that they become able to cope at the same time with flexible decentralization, and with focused decision-making. The article examines the specific interaction between network morphology and relationships of production/consumption, power, experience, and culture, in the historical making of the emerging social structure at the turn of the Millennium. [source]