Proceedings of the 25th Australasian Conference on Information Systems, 8th - 10th December, Auckland, New Zealand

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https://hdl.handle.net/10292/7977

"Integral IS: The Embedding of Information Systems in Business, Government and Society"

Information Systems (IS) as an integral part of society. Integral is defined as: “belonging as an apart of the whole; necessary or the completeness of the whole; or as important, vital, central, essential.” Integral IS means information and technology seamlessly integrated into our social and working lives. As IS researchers and practitioners, we create, design, implement and maintain the systems that play an increasingly important, almost inescapable, role in our lives today. The implementation and effects of seamless integration on such a large scale raises a number of very important issues for practice and research: issues that the Information Systems community should be taking the lead to explore and explain to the wider community.

ISBN: 978-1-927184-26-4

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Now showing 1 - 20 of 179

Comparison of Redemption of Print and Electronic Coupons
(ACIS, 2014) Alpar, Paul; Winter, Patrick
Promotion via coupons is one of wide-spread marketing tools on Internet. But despite the growth of E-business printed coupons remain in use. We, therefore, compare the performance of printed and electronic coupons as measured by their redemption rates. The coupons come in different flavours. The consumer can be granted a fixed discount, a certain percentage off the purchase price, or a gift. Therefore, it is also of interest what works better in terms of redemption and, in the case of discount offers, how the size of the discount influences the redemption rate. We estimate response functions based on empirical data of 185 coupon campaigns distributed over various print outlets and web sites. Preliminary results indicate that E-coupons did not perform significantly better than off-line coupons. The U-shape of the redemption curve could be confirmed for print coupons.
Archival Analysis of Service Desk Research: New Perspectives on Design and Delivery
(ACIS, 2014) Rahman, Md Istehadur; Eden, Rebekah; Alarifi, Abdulrahman Hamad E; Sedera, Darshana
Our analysis of service desk studies shows the extent to which researchers have neglected important aspects of service desk design and delivery. The observations are made through an archival analysis of 58 peer reviewed publications in top tier outlets. Our analysis led to the development of a generic framework which identified three themes in service desk design – (1) user groups, (2) support models, and (3) technology types – and two themes in service desk delivery – (1) direction of delivery, and (2) executive support level. This paper makes a twofold contribution to service desk research. First, it provides an understanding of service desk functions and the challenges faced by organisations in delivering those functions. Second, it identifies established and emerging areas in the service desk field. This archival analysis is the first attempt to systematically analyse the service desk literature.
Understanding post-adoptive adaptation process in organisational CRM implementations
(ACIS, 2014) Techakriengkrai, Wallayaporn; Techatassanasoontorn, Angsana A; Tan, Felix B
Past research on CRM largely focuses on organisational initial adoption decisions. However, there has been little research concerning the continued use of CRM and the associated change process in the post-adoption stage. This study attempts to fill this gap by examining post-adoptive adaptation process in organisational CRM implementations. The research questions are: (i) How do organisational changes unfold in the CRM implementation process? and (ii) How do individuals adapt to CRM applications at the post-adoptive stage? The study uses coping theory, institutional theory, and a socio-technical perspective as sensitising devices and the case study methodology to examine multi-level changes associated with CRM implementations in organisations. This research aims to develop a multi-level theory of post-adoptive adaptation process. The findings may assist organisations in providing appropriate resources and support successful post-adoption implementations of CRM.
Understanding the Determinants of the Reputation of Information Systems Departments
(ACIS, 2014) Karimikia, Hadi; Singh, Harminder; Olesen, Karin
How well information systems are governed in an organization depends critically on the relationship between the IS department and other business units. Infrequent communication and a lack of shared knowledge between these groups have shown, for example, to lead to failed and abandoned projects. While IS-business relationships have been extensively studied at the individual level of analysis, little work has been done on group-level relationships. This is a significant issue, because relationships between individuals are influenced by the quality of the interaction between and within the organizational units they belong to. In addition, most studies have examined how these relationships affect the performance of the IS unit, but not the reputation of this unit in the organization. The reputation of the IS unit in an organization is worth studying because reputation is an indicator of its success in executing and supporting the organization’s strategy. Cognitive judgments of the IS unit’s influence also determine to some extent the level of resources provided to it for its operations. This study uses the concepts of leader-member exchange and team-member exchange to examine how relationships between IS and business units, and within IS units, can affect the performance and reputation of the IS unit. We develop a theoretical multi-level model and propose hypotheses which will be tested in the future.
Analysis of Research in Adoption of Person-Centred Healthcare Systems: The Case of Online Personal Health Record
(ACIS, 2014) Najaftorkaman, Mohammadreza; Ghapanchi, Amir Hossein; Talaei-Khoei, Amir
Although the personal health record (PHR) has enormous potential to ameliorate both documentation of health-related information and care of individuals, it has not been adopted as originally expected. The purpose of this paper is to analyse research studies in PHR adoption and provide a comprehensive taxonomy of the factors affecting PHR adoption. We searched three categories of key terms across nine academic databases and identified an initial set of 7,468 research studies. We filtered papers on the basis of their title, abstract and full text (91 remaining papers) to have relevant PHR adoption research studies. Based on the conceptualisation of adoption factors in the 91 included papers, a list of factors that impacted on PHR adoption was identified and we categorised them into six main clusters. This review is a good starting point for researchers who are interested in adoption of PHR systems. Furthermore, it provides valuable information for healthcare practitioners and PHR system developers.
A Study of Bruneian Customers Use of Mobile services: Examining Theory of Consumption Value with Customer Loyalty & Behavior
(ACIS, 2014) Seyal, Afzaal; Rahman, Noah Abd
The study investigates the 220 mobile services users selected randomly among students and staff of a technical university in Brunei Darussalam in understanding as how the various factors of perceived value and loyalty factors are considered significant in predicting the users’ intention of using various mobile services in Brunei Darussalam. The data analyzed through SPSS regression analysis further indicates that user’ social values’ significantly contribute toward customers ‘loyalty for the service providers that in turn lead to the behavioral intentions in using the mobile services. All other attributes of perceived values remained insignificant.
The Construction of Identity Offences Taxonomy: An Australian Context
(ACIS, 2014) Smith, Stephen; Winchester, Donald; Pang, Vincent
The objective of this project is to create an identity crimes taxonomy as a foundation for highlighting the importance of a National Identity Security Strategy (NISS 2012) initiated by the Commonwealth of Australia. The purpose of the taxonomy is to ensure that there is a common reference point for identity (related) crimes in the future for all the Commonwealth, State and Territory Government agencies. That is, the same identity definitions can be applied consistently across all Government agencies. This, in turn, will facilitate the measurements of the different identity (related) crime classifications across Australia, and therefore, enable the design of a holistic strategy for implementing solutions for managing identity crimes in Australia. Our challenge is to ensure that the taxonomy build for the Commonwealth of Australia can also be applied in the academic research. The taxonomy is constructed from a modified Nickerson et al. (2013)’s taxonomy development methodology.
Credibility of Social Media Postings: A Genetic Algorithmic Approach to Stock Market Contexts
(ACIS, 2014) Chakrabarti, Amitrajit; Seal, Soumalya; Sarkar, Uttam
Affordable access to electronic news and social media have increased the propensity of people to browse abundant opinions expressed by others and get influenced by those opinions while taking related decisions. The degree of the uncertainty looming over the optimality of the decision and its associated stake influence the intensity of this inclination. The stock market is one example where the uncertainty is high and so are the stakes. Ordinary investors skim through freely available expert opinions and recommendations in the social media on buying or selling a stock without knowing how much those advices were worth. Interpretation and assessment of an opinion get complicated because it is expressed in a natural language, such as English, which is not easily amenable to an unambiguous quantification of the expressed opinion. This research proposes a novel method of quantifying unstructured textual opinions of stock market experts in a genetic algorithmic framework. It explores to what extent the stock price movements of some stocks are more in sync with expert recommendations compared to other stocks, and how contrasting the predictions induced by the recommendations of different experts are. Empirical studies have been performed with a large volume of publicly available stock market data and associated expert opinions expressed in various social media. The findings indicate the proposed method to be a credible way of treating opinions in the domain of stock markets. By using the method an investor can empower herself while treating social media information in accordance with its merit.
Beyond the Game: Issues with Social Media and Sporting Events
(ACIS, 2014) Halliwell, Matthew; Freeman, Mark
Society today is being transformed through the use of Social Media. While the resulting changes are typically marketed as having positive benefits on society, there is a negative side to Social Networking platform usage. This paper considers the case of Social Networking use for a perceived sports betting incident at Super Bowl XLVIII with boxer Floyd Mayweather, to demonstrate the modified experience during the sporting event for some users as a result of Social Networking. Analysis of the broadcast of negative sentiments associated with inappropriate use and misinformation demonstrates how Social Networking allows opinions and ideas to be spread on a global scale. This paper further illustrates how rumour can lead to ramifications beyond the Social Networking platform. Analysis is conducted through a theoretical framework that reflects the presence of individual users and identifies their behaviour as active participants in the information exchange process.
The Impact of Knowledge Interpretation and Organizational Context on the Use of Electronic Recordkeeping Systems
(ACIS, 2014) Lewellen, Matthew; Hooper, Val; Oliver, Gillian
Transparency and accountability in society is underpinned by the requirement to create and maintain trustworthy digital records. The need (often mandated by legislation) to manage these records has been the primary motivator for the implementation of enterprise-wide Electronic Document and Records Management Systems (EDRMS). However, EDRMS implementations have proved challenging in terms of end-user acceptance of the technology. Drawing on Structuration Theory, the Records Continuum Model and the Technology Acceptance Model, this research explored the factors that influence a user’s intention to contribute documents to an EDRMS. The findings of a quantitative survey undertaken in the context of the New Zealand public sector and the subsequent structural equation modeling revealed a unique set of factors influencing use, including one not previously identified, namely the perceived value of records.
A Contingent Model for Evaluating Enterprise Systems' Benefits Using Competing Value Approach
(ACIS, 2014) Teo, Leon Kok Yang; Singh, Mohini; Cooper, Vanessa
Enterprise Systems (ES) are complex IT systems adopted by organisations to support business and increased productivity and efficiencies from integration, automation and reengineering of processes, as well as management of large volumes of data. Although investment in ES implementations is large, not all organisations achieve the benefits anticipated from ES implementations. A critical review of literature suggests that contingency factors such as organisational learning and innovation have an impact on ES benefits achieved. The conceptual framework proposed in this paper extends an exploratory study on the impact of organisational learning and innovation on ES benefits realisation using the Competing Value Theory for evaluating ES benefits.
Success in the Digital Economy: Cloud Computing, SMEs and the impact to National Productivity
(ACIS, 2014) Fakieh, Bahjat; Blount, Yvette; Busch, Peter
The literature is scant around the take up rates of cloud computing by Small and Medium Enterprises (SMEs). This is important because Small and Medium Enterprises (SMEs) play a significant role in increasing national productivity. In Australia, SMEs employed around 70% of the total numbers of employees in 2011. This paper proposes a research program to examine how cloud computing can provide SMEs with the potential to achieve competitive advantage, increase efficiency and lift national productivity. The research will use both quantitative and qualitative measures to establish the take up rate of cloud computing and identify the critical success factors for SMEs when adopting cloud computing technologies.
IT systems deployment during standards adoption: a socio-technical approach
(ACIS, 2014) Hameed, Tahir; Marin, Alejandra; Cordier, Jason
This research in progress paper explores the role of technological deployment within the framework of standards adoption. Set within the context of a business school seeking and obtaining an industry recognized quality assurance standard, four information systems were deployed within several months of each other to support disparate work processes related directly and indirectly to the standard adoption. Whereas the IT systems adoption gained traction during the initial stages of deployment, their usage during an eighteen month period reveals variations in how embedded processes were embraced by different types of users in letter and spirit, especially after the b-school was accredited. Using the notion of coupling levels, two of the systems appear tightly coupled following accreditation, whereas two show malignant coupling and benign coupling respectively. This inductive research attempts to explicate the inner details behind the noted variations. A detailed case study is developed based on usage data of the four IT systems, user interviews, documents analysis, and historical analysis. Initial results indicate IT systems play a role in supporting the management of power and accountability. This is then interrelated with the adoption or resistance to the IT system based standardization. The study contributes to a limited body of literature that explores relationships of power dynamics in organizations and information technology. Our work hopes to confirm and provide the basis for a socio-technical framework when studying social regulation in organizations using technology.
Mandatory e-government has arrived: The silent protest from staff calls for the committed scholar – resistance must never be futile!
(ACIS, 2014) Berger, Jesper Bull
The great potential in e-government - the provision of public services to citizens through the internet - is widely recognized by governments and expectations of the benefits are high. E-government research has been preoccupied with its evolution, public websites and citizen adoption from a ‘natural growth and voluntary use’ perspective. Little attention has been drawn to mandatory e-government. This paper reports from an exploratory study on a Danish mandatory e-government initiative – enforced e-communication between local government and citizens. Civil servants’ perception was investigated through two Focus groups. Civil servants reported that some citizens find it really hard to manage computer and e-communication. Moreover, the civil servants feel that they are not allowed to offer the necessary assistance, which makes them frustrated. They find that especially weak citizens may lose welfare benefits due to e-communication. This has a negative effect on motivation and work life quality and may affect the public sector ethos. Increased efficiency by mandatory e-government may be the next hype. How will it affect citizens, civil servants and the ‘public good’? How can it ensure that citizens’ rights are not violated? This paper calls for critical research on e-government impact and for e-government scholars to play an active part ensuring ethical e-government.
Deriving Information Systems Innovation Execution Mechanisms
(ACIS, 2014) Lokuge, Sachithra; Sedera, Darshana
Despite a wealth of studies focusing on innovation, types of innovations and their outcomes, the process of innovation has largely been under studied. In 2010, Swanson calls for researchers to address the ‘innovation process black box’, to better understand how IT innovation potential can be exploited upon. This study derives and instantiates three unique and mutually exclusive innovation execution mechanisms: Continual, Progressive and Plug and Play. The innovation execution mechanisms of this study are developed with reference to Swanson (1994) Information Systems innovation types. Furthermore, we introduce the importance of selecting the appropriate composition of innovation execution mechanisms, considering the organizational capabilities, goals and awareness.
A Qualitative Study of Satisfaction of IT Academics with Transnational Education
(ACIS, 2014) Toohey, Danny; McGill, Tanya
As Australian universities’ involvement in Transnational Education (TNE) continues to grow, little thought is given to the role of the academic. It is important that academics are engaged positively with TNE in order to mitigate some of the risks associated with TNE. A study of IT academics has shown that while they are less satisfied with TNE than their normal teaching role, they still show a marginal degree of satisfaction with TNE teaching. This paper reports on a qualitative study aimed at exploring and explaining the factors associated with academic satisfaction and TNE in terms of the Job Characteristics Model (Hackman and Oldham 1976). It suggests there is a fine balance between being satisfied and not; the aspects of TNE that are seen to be associated with a higher degree of academic satisfaction (e.g., face-to-face interaction with students, collegial relationships and interactions with TNE teaching staff) need to be encouraged and facilitated through university procedures and policies. On the other hand, those aspects of TNE that cause dissatisfaction (e.g., extra administrative load) need to be understood, managed and mitigated where possible.
Games people play: social media and recruitment
(ACIS, 2014) Dery, Kristine; Tansley, Carole; Hafermalz, Ella
Gamification in organisations is not new and is typically used to modify the behaviours and practices of employees to deliver organizational value. Recent developments in digital technologies have, however, enabled new possibilities for gamified processes to be more interactive, mobile and complex. In this paper we examine the graduate recruitment process of a large professional services firm. We apply actor network theory to explore the way applicants engage with the technology and each other to both compete and co-operate as they attempt to understand the recruitment process to position themselves more favourably in the quest for a graduate role. We find that the lens of ‘a game’ is very useful to understand the practices of applicants and posit that gamification potentially offers new ways to re-imagine processes such as graduate recruitment to deliver better organizational outcomes.
Challenges in Managing Knowledge through Medical Record Management: A Case Study of an Australian Hospital
(ACIS, 2014) Pathoumthong, Saovaloth; Burstein, Frada; Bain, Christopher
The healthcare industry produces a huge amount of data and information. The growing of number of patients, diseases, medical research areas as well as the rapid changes in the healthcare environment result in demands for better provision of quality healthcare information. Healthcare organisations use various information systems to support the management of knowledge and one example of such system is Medical Records System (MRS). In this paper we look at the extent doctors and medical practitioners use MRS to manage their knowledge and the challenges they face in doing so. Through an exploratory case study of a large Australian metropolitan hospital, a set of key factors was identified that may influence and inhibit knowledge management (KM) processes in health practices. These factors were then mapped onto the functionality of MRS providing a better understanding of the role of patients’ medical records as part of a comprehensive KM system.
Improving Online Banking Quality in Developing Nations: A Libyan Case
(ACIS, 2014) Elgahwash, Fouad; Freeman, Mark
While the global banking sector is one of the most up-to-date industries with regard to the use of the Internet and mobile technologies, developing countries (such as Libya) have not broadly adopted these technologies. For example, online banking is not offered or provided on a restricted basis by many banks in Libya. As developing countries now seek to catch up with the global environment, both banks and customers are likely to face challenges. Understanding the perceptions of customers with regard to online banking quality in developing countries is useful for informing future adoption strategies and hence improving relationships between banks and their customers. This paper provides an analysis of survey questions pertaining to online banking quality leading to customer satisfaction.
Contradictions in Value Co-Creation in IT-Enabled Services: A Case of Geocaching
(ACIS, 2014) Vartiainen, Tero; Tuunanen, Tuure
Negative consequences of value co-creation in consumer information systems are rarely assessed in information systems (IS) research. In this empirical case study, we focus on contradictions and structural tensions in information technology (IT)-enabled value co-creation: geocaching. Geocaching is a treasure-hunting, recreational activity that uses Global Positioning System (GPS) technology. Based on analysis, we identified four contradictions: i) an open secret society exists; ii) hedonism-seeking undermines hedonistic experiences; iii) one can experience nature while consuming it; and iv) building community occurs with competition. Based on the results, we offer implications for research on value co-creation and the practice of geocaching.

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