© Carsten Sørensen, LSE IS471 Lectures12 & 13 From Information Systems to Information Services...

IS471 Lectures12 & 13

From Information Systems

to Information Services(and a preview of a few issues from IS414/IS480)

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

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

Y2K Agent

Portfolio Tracker

• 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

Applications & InfrastructuresMobility

Convergence Mass Scale

Infrastructure

Applications

We all have one!PC + TV + Telephone

Take it with you!

Computers in everyday life

Convergence or Divergence?

• 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

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

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)

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

• 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

• 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

•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

•Google

•eBay

•Blogger

•Windows Live

•SaaCS = Software as a Customised Service

•Does IT Matter? (Carr)

Information Services

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)

Linking Artifacts & Business

• Business services

•provided through business processes enabled by..

• Information Services

•enabled by ....

• Software Services

•provided through computational processes

UncertaintyHighLow

AdaptingInteraction

Transform

Consume informationNeed-to-do-something

Produce informationNeed-to-know-something

Collaborating

Computing Networking

ory essentialA

lgorithmic codification

(Mathiassen & Sørensen 2008)

Relationship

Encounter

Encountersautomatingdecisions

Encountersobtaining

information

Relationships negotiating standard information

Relationshipsupporting

mutual adjustment

Information Workspace

Process Connection

Calculating your weekly work hours on

spreadsheet

Ask a colleague for help on a mobile

Frequently updating your position as taxi-driver through system

Writing a joint document in a

collaborative writing tool

UncertaintyHighLow

Relationship

Encounter

Dissipate information Generate informationE

Adaptive Collaborative

Computational Networking

Example Services

AdaptiveStandardising

Information

(Client tech.)

Collaborative

Standardising Material

(Workspace tech.)

Computational

Standardising Process

(Server tech.)

NetworkingStandardising Connection

(Network tech.)

UncertaintyHighLow

Relationship

Encounter

Dissipate information Generate informationE

Technologies and Standardisation

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?

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

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

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

ComputationalService

AdaptiveService

NetworkingService

CollaborativeService

ICT DevelopmentEra

(Mathiassen, 1998)

Era I:Mainframes

From Era II: PCsto Era III: GlobalNetworks

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

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

ExampleServices

&Issues

Collaboration&

Web 2.0

Post-IT Notes

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?

Time and Space

Recommendations

Collaboration

www.wherethehellismatt.comWeb

Google maps

BlogYouTube & Advertising

Viral video download

Make moviesMake moviesEdit PhotosEdit Photos

Make musicMake music

Publish from applicationPublish from application

Publish your own bookPublish your own book

Publish on the web

Digital Traces

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/

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

CyberGeo Maps

Clustering Text

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)

SocialNetworkin

Locked becauseLocked becauseof updateof updateWho?Who?

What?What?Why?Why?

When?When?

From Information to Communication

Mobility

•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

Mobilisationof Interaction

Spatial

Temporal Contextual

Rigidly confined Moving freely

Linear clock time Social time

Locally conditioned Flexibly coordinated

Expanding the ‘Mobility’ Concept

Interpassive Interactive

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

Zonemaster

Overload

•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

$15.00 fee (in Australian dollars) for all unsolicited spam mail. Spam includes all mail that is neither specifically requested by me nor a personal communication. By sending me anything that may qualify as spam, you have agreed to the terms and conditions of my service. If in any doubt, you may send me an enquiry as to whether or not your message will be construed as Spam. There is no charge for this service.

(John Venable, and I’m not giving you his email address ;-)

Barabási, A.-L. (2002): Linked: The New Science of Networks. Cambridge, MA: Perseus.

Barley, S. R. & G. Kunda (2004): Gurus, Hired Guns, and Warm Bodies: Itinerant Experts in a Knowledge Economy Princeton University Press. 0691119430.

Brown, B., N. Green, & R. Harper, ed. (2001): Wireless World Springer-Verlag UK.

Brown, J. S. & P. Duguid (2000): The social life of information. Harvard Business School Press.

Carr, N. G. (2004): Does IT Matter? Information Technology and the Corrosion of Competitive Advantage. Harvard Business School Press.

Castells, M. (1996): The rise of the network society. Oxford: Blackwell. Castells, M. (2001): The Internet Galaxy: reflections on the Internet,

Business, and Society. Oxford: Oxford University Press. Ciborra and Associates, C. U. (2000): From Control to Drift. Oxford: Oxford

University Press.Ciborra, C. (2002): The Labyrinths of Information: Challenging the

Wisdom of Systems. Oxford University Press. Dourish, P. (2001): Where the action is: The foundations of embodied

interaction. MIT Press. Friedman, T. L. (2005): The World is Flat: The Globalized World i the

Twenty-First Century. London: Penguin. Gladwell, M. (2002): The Tipping Point: How Little Things can Make a Big

Difference. New York: Back Bay Books. Goffman, E. (1959): The Presentation of Self in Everyday Life. New York,

NY: Bantam. Granovetter, M. S. (1973): The strength of weak ties. American Journal of

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home becomes work. New York: Owl Books. Kristoffersen, S. & F. Ljungberg (2000): Mobility: From stationary to

mobile work. In Planet Internet, ed. K. Braa, C. Sørensen, and B. Dahlbom. Lund, Sweden: Studentliteratur, pp. 41-64.

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Mathiassen, L. & C. Sørensen (Forthcoming): A Theory of Organizational Information Services. Under Review for International Journal.

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Zuboff, S. & J. Maxmin (2002): The Support Economy: Why Corporations are Failing Individuals and the Next Episode of Capitalism. London: Penguin.

© Carsten Sørensen, LSE IS471 Lectures12 & 13 From Information Systems to Information Services...

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