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A cross disciplinary approach to analyze the effects of digitalized service implementationThècle ALIX, IMS-LAPS, BordeauxDavid REYMOND, MICA-GRESIC, Bordeaux
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A cross disciplinary approach to analyze the effects of digitalized service
implementation
Thècle ALIX, IMS-LAPS, Bordeaux David REYMOND, MICA-GRESIC, Bordeaux
Research position Sponsors and context Issues in fieldwork Case study: content production, method,
expected results Conclusion
Digital services (DS) replace prior services or allow innovation
But: DS must be settled on an inner manufacturing
process (Alter 08) People replaced by a DS are often forgotten
during the quality process evaluation We guess that they are a key in evaluation
RAUDIN::Axis 3 research project (Feder N°31462, Regional Council of Aquitaine and University of Bordeaux 3)
Objective: Define performance and quality indicators in web communication
Fieldwork: universities websites
Web Analytics (Audience) Allows reports on web usages (from logs/hits) Allows the measure of the Return On Investments Allows the definition of the Behaviors of
“clients” …
But: Limited on interpretation (only used by
webmaster) Not applicable in evaluation performance of
information/communication by web media No knowledge on what should change in content
production
Status: no way to infer on the organization of content
production and publication processes from the several audience measures that can be performed.
Futhermore, only specific services, websites or content are measured independently from their inscription on the global organization processes
Idea: Deal with the information production service of the organization
What about the inner organizational people practices regarding the service? Experience feedback? Practices level depends on psychological items, skills,
and communication processes on the service.
CMS’s as DS widely used serve content production, increase quality
(metadata, W3C compliant), structure information, and decentralize production…
are intrusive in the IS, prefilled content, flow control…
should replace traditional flows from inner-users of the organization to web publication Autonomy of users but constraints Possibility to serve most needs but not alls
no rules in re-engineering process
Fieldwork : almost 2,000 expected users Focus on the organization editing process:
1. questionnaire to get a categorization of general web and profile kinds of web contribution
2. interviews of actors attached to digital service, from different hierarchical level to observe the hierarchy inside the organization: from the operators using the service to the strategists, to appreciate the maturation of the interest of the service settled up
Work in progress First results expected in June
MICA-GRESIC UMR 5218 – IMS – Groupe productique LAPS ENSC LaBRI
Acknowledgements Feder N°31462, CR Aquitaine and University of Bordeaux 3