© carsten sørensen, lse is471 lectures12 & 13 from information systems to information services...
TRANSCRIPT
© Carsten Sørensen, LSE
IS471 Lectures12 & 13
From Information Systems
to Information Services(and a preview of a few issues from IS414/IS480)
© Carsten Sørensen, LSE 2
Declare
SearchEvaluate
Explore
• Browser Back and Forward Arrow • Auto URL Extensions• History Log• Bookmark File• Bookmark System• Search Engine (Type 1) • Classification Structure (Type 2)• Reminder Systems• Recommender Systems• Forgetting Bookmark System• Browsing Visualisation• Site Visualisation
(Sørensen, Macklin & Beaumont, 2001)
Web Navigation
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EmbeddedPart of or the entire functionality is embedded in or part of a Web page downloaded, such as browser plug-in, JavaScript panel, or Java applet
BrowserPart of or the entire Web navigation support functionality is provided as an integral part of the Web browser
Navigation Support TypesApplication
Part of or the entire functionality is provided in a separate application which is installed on the client computer
ServerPart of or the entire functionality resides in a server. Access to this functionality can either be through a Web page or by a client application
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Y2K Agent
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Portfolio Tracker
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• POINT-TO-POINT: telephone and the telegraph supported conversation or messages transmitted by wire
• COMPUTATION: data were stored and manipulated by transaction processing systems such as the computer
• BROADCASTING: radio and TV provided broadcasts transmitted through the air
• digital convergence of technologies
• electronic mail
• voice mail
• the cellular telephone interfacing with personal digital assistants
• pagers
• pay-per-view television
• interoperability via gateways
• send faxes and SMS messages via the Internet
• read e-mails from the telephone.
Digital Convergence
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Applications & InfrastructuresMobility
Convergence Mass Scale
Infrastructure
Applications
We all have one!PC + TV + Telephone
Take it with you!
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Computers in everyday life
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Convergence or Divergence?
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• new definitional challenges
• moving from the factory to the service society
• the role of people and technology as institutionalised practices
• integration of discrete networks
• overcoming temporal and spatial boundaries
• mobility and use of mobile information technology
New issues on the agenda
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Everything is connected to everything
• everything connected to everything else
• pervasive information infrastructures
• Internet, GSM, 3G, EDI, XML
• applications developed by cloning existing applications
• by “gluing” together existing components
• tinkering, or bricolage balanced with ‘rational’ design
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Products and services
Physical Object
Service Product
Information
Transporting goods Pharmaceutical
Toaster
Custon builtsales tracking
system
Programmingservice
Doing yardwork
Legal advice
PsychiatryDemographic
database
Word processor
Encyclopedia
Customizedpension plan
Custom builthome
(Steve Alter)
© Carsten Sørensen, LSE(Zuboff & Maxmin)
The ServiceSociety?
Phases of Capitalism•19th Century
•Early Modern Consumption
•New Middle Classs
•Products
•20th Century
•Mass Consumption
•Mass Society
•Products and Services
•21st Century
•New Society of Individuals
•Individuated Consumption
•Support
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© Carsten Sørensen, LSE
• Service types (Rai)
• Production line (Fast-food outlet)
• Self-service (Internet bank)
• Personalised (Expensive hotel)
• Services as interactions
“an act or performance by one party to another. Although the process may be tied to a physical product, the performance is essentially intangible…Services are economic activities that create value and provide benefits for customers at specific times and places”. Lovelock et al. (1999)
Services
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• Encounters vs Relationships (Gutek)
• Discrete transactions and continuous delivery (Lovelock)
• Transactional vs Relational marketing (Coviello & Brodie)
• Transaction vs Relationship economics (Zuboff & Maxmin)
• Services (Grönroos, 2000; Kaitovaara, 2004)
• Intangibility
• Inseparability of production and consumption,
• Potential variability
• Perishability
• Lack of ownership
Services
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•From systems to services
•SaaS = Software as a Service
•http://en.wikipedia.org/wiki/SaaS
•Web and Internet delivery
•Portfolios of services
•Alta Vista Search
•Amazon
•eBay
•Blogger
•Windows Live
•SaaCS = Software as a Customised Service
•Does IT Matter? (Carr)
Information Services
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© Carsten Sørensen, LSE
© Carsten Sørensen, LSE
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Algorithms vs Objects
•“Algorithms are 'sales contracts' delivering an output in exchange for an input, while objects are ongoing 'marriage contracts'. An object's contract with its clients specifies its behavior for all contingencies of interaction (in sickness and in health) over the lifetime of the object (till death do us part).”
•(Wegner, 1997)
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Linking Artifacts & Business
• Business services
•provided through business processes enabled by..
• Information Services
•enabled by ....
• Software Services
•provided through computational processes
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High
Low
UncertaintyHighLow
AdaptingInteraction
Transform
ation
Consume informationNeed-to-do-something
Produce informationNeed-to-know-something
Collaborating
Computing Networking
Equ
ivoc
ality
Mem
ory essentialA
lgorithmic codification
(Mathiassen & Sørensen 2008)
Relationship
Encounter
Encountersautomatingdecisions
Encountersobtaining
information
Relationships negotiating standard information
Relationshipsupporting
mutual adjustment
Information Workspace
Process Connection
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Calculating your weekly work hours on
spreadsheet
Ask a colleague for help on a mobile
phone
Frequently updating your position as taxi-driver through system
Writing a joint document in a
collaborative writing tool
High
Low
UncertaintyHighLow
Relationship
Encounter
Dissipate information Generate informationE
quiv
ocal
ity
Adaptive Collaborative
Computational Networking
Example Services
© Carsten Sørensen, LSE
AdaptiveStandardising
Information
(Client tech.)
Collaborative
Standardising Material
(Workspace tech.)
Computational
Standardising Process
(Server tech.)
NetworkingStandardising Connection
(Network tech.)
High
Low
UncertaintyHighLow
Relationship
Encounter
Dissipate information Generate informationE
quiv
ocal
ity
Technologies and Standardisation
© Carsten Sørensen, LSE
Processes
Massive automation of standardised processes
Helps make standard decisions effective
Limits to relevant standardisation
Information
Standardisation of what information we record
Information overload when 1000 of forms are circulated to everyone
Connections
Standardising how we can reach each other and information resources
Interaction overload when we have 100 emails/day
Collaboration
Standardising the shared material we work on
Support for memory and mutual adjustment
Limits to remote working
Technology Amplify or Standardise What?
© Carsten Sørensen, LSE
ComputationalService
AdaptiveService
NetworkingService
CollaborativeService
ICT DevelopmentEra
(Mathiassen, 1998)
Era I:Mainframes
From Era I:Mainframes to EraII: PCÕs
From Era II: PCsto Era III: GlobalNetworks
From Era I:Mainframes to EraII: PCÕs
ICT Use Stages(Dahlbom, 1996)
Stage 1:Transaction
Stage 2: PersonalComputing
Stage 4: MediaInfrastructures
Stage 3:CollaborativeComputing
Technology View(Dahlbom, 1996)
Technology assystem andinfrastructure
Technology astool
Technology assystem andinfrastructure &Technology asmedium
Technology assystem andinfrastructure &Technology asmedium
ICT Tool View(Orlikowski andIacono, 2001)
Laborsubstitution tool.Informationprocessing tool
Productivity tool Social relationstool
Collaboration tool
KnowledgeDiscourse
(Kakihara andSærensen, 2002)
Knowledge asobject
Knowledge asinterpretation
Knowledge asrelationship
Knowledge asprocess
© Carsten Sørensen, LSE
ComputationalService
AdaptiveService
NetworkingService
CollaborativeService
ICT DevelopmentEra
(Mathiassen, 1998)
Era I:Mainframes
From Era I:Mainframes to EraII: PCÕs
From Era II: PCsto Era III: GlobalNetworks
From Era I:Mainframes to EraII: PCÕs
ICT Use Stages(Dahlbom, 1996)
Stage 1:Transaction
Stage 2: PersonalComputing
Stage 4: MediaInfrastructures
Stage 3:CollaborativeComputing
Technology View(Dahlbom, 1996)
Technology assystem andinfrastructure
Technology astool
Technology assystem andinfrastructure &Technology asmedium
Technology assystem andinfrastructure &Technology asmedium
ICT Tool View(Orlikowski andIacono, 2001)
Laborsubstitution tool.Informationprocessing tool
Productivity tool Social relationstool
Collaboration tool
KnowledgeDiscourse
(Kakihara andSærensen, 2002)
Knowledge asobject
Knowledge asinterpretation
Knowledge asrelationship
Knowledge asprocess
Mainframes
PC’s
Global Networks
Transaction
Computing
Collaborative Computing
Media Infrastructures
© Carsten Sørensen, LSE
ExampleServices
&Issues
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Collaboration&
Web 2.0
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Post-IT Notes
Space
Tim
e
Co-located Distributed
Asynchronous
Synchronous
Notice Boards
Distributed information-bases
Workflow management
Face-to-face meetings
Meeting systems
Electronic conference system
Phone conversation
Instant Messaging?
SMS
Instant Messaging?
Time and Space
Recommendations
Recommendations
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Collaboration
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Part
icip
at i
on
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www.wherethehellismatt.comWeb
Google maps
BlogYouTube & Advertising
Viral video download
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Make moviesMake moviesEdit PhotosEdit Photos
Make musicMake music
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Publish from applicationPublish from application
Publish your own bookPublish your own book
Publish on the web
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© Carsten Sørensen, LSE
Digital Traces
© Carsten Sørensen, LSE 41
Structure and Chaos
The world produces between 1 and 2 exabytes of unique information per year, which is roughly 250 megabytes for every man, woman, and child on earth. An exabyte is a billion gigabytes, or 1018 bytes. Printed documents of all kinds comprise only .003% of the total.
http://www2.sims.berkeley.edu/research/projects/how-much-info-2003/
© Carsten Sørensen, LSE 42
Digital Traces
Intended Use
Extended Use
Focused Peripheral
Traces in Use
Traces Stored
Credit card warnings
Sharing web bookmarks
AutonomyYahoo
Digital traces of human activities Digital footprints in Cyberspace Survey Patterns Monitor Change Support Use Support Navigation
© Carsten Sørensen, LSE 43
UPS 1
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UPS 2
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CyberGeo Maps
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Clustering Text
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Stable
Dynamic
Stable Dynamic
Information Need
Information Source
Grand ChallengeInformation Filtering
Information Retrieval
Database Query
Process Information Need Information Sources
Information Filtering Stable & Specific Dynamic & Unstructured
Alerting Stable & Specific Dynamic & Unstructured
Data Mining Stable & Specific Stable
Information Retrieval Dynamic & Specific Stable & Unstructured
Database Access Dynamic & Specific Stable & Unstructured
Exploration Broad Varied
Information Filtering
(Oard, 1997)
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SocialNetworkin
g
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© Carsten Sørensen, LSE
© Carsten Sørensen, LSE
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Locked becauseLocked becauseof updateof updateWho?Who?
What?What?Why?Why?
When?When?
From Information to Communication
© Carsten Sørensen, LSE
Mobility
© Carsten Sørensen, LSE 55
•Various debates on “mobile ---” Technological aspects
- Mobile communication (Mobile phones)- Mobile computing (Wearable computing)- Mobile devices (PDAs), etc.
Social aspects- Mobile work (Telework)- Mobile office (Virtual office)- Mobile society (Nomadic society), etc.
An rapid upsurge of interest in “mobile ---”, but little debate on “what is mobility?”, “what does ‘being mobile’ mean?”
Mobility
© Carsten Sørensen, LSE 56
Mobilisationof Interaction
Spatial
Temporal Contextual
Rigidly confined Moving freely
Linear clock time Social time
Locally conditioned Flexibly coordinated
Expanding the ‘Mobility’ Concept
© Carsten Sørensen, LSE 57
Interpassive Interactive
Them
You
They want to include you (good or bad)…
change over time
Interpassive
Interactive
Mutual desire to be left alone
Prioritising threads of interaction. You want to get out. They want to get in or continue
You may want to get hold of them. You may want to include them.
Fluid Work & Interaction Asymmetry
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Zonemaster
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Overload
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•Diffusion of innovations
• Your first email, fax and phone conversation
•Domestication
• Integral part of daily practice
•Unintended consequences
• 2-3 hours overtime each day answering emails
•Instant availability
• Managing interaction
• Abandon, drown, postpone, filter, cope?
From Diffusion to Distraction
61
© Carsten Sørensen, LSE 62
Spam
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