The extent to which social media can potentially add value within various service contexts is not well understood. While at a general level it would seem that direct and immediate interactive communication with customers and stakeholders would be of benefit in terms of general communications, the integration of new media alongside more traditional marketing activities is not without difficulty. Many organisations appear seduced by what new technological communication channels are capable of but evidence suggests that those same organisations may have limited sensitivity to the appropriateness of employing social media to add value to the customers' service experience. Launching social media initiatives appears low cost and fairly straightforward, technically, but managing the subsequent interactions and engagement appropriately, and indeed profitably, can often be beyond a firm's resources and competencies. In this book the challenges of effectively managing interactive communications through social media is described in various service contexts, (e.g. healthcare, travel, small businesses) and within prevailing, yet ever more crucial marketing concepts, such as customer relationship management (CRM) and customer complaining behaviour. This book was originally published as a special issue of the Service Industries Journal.

This book is concerned with the provision of health information remotely via the latest communications technologies. The rapidly aging population has led governments to seek more effective methods of maintaining high standards of public health through the cultivation of healthy living, as well as improved and more efficiently delivered health advice and diagnostic services. Experiments with remote provision of health information and transactional services have been piloted to assess in this context the efficacy of new communications technologies, such as personal computers linked to the Internet, interactive digital television in the home, and electronically networked touch-screen kiosks in public locations. Such developments represent part of a wider agenda--through electronic government--to cultivate more dynamic democracies and involve citizens of a time of growing political alienation. The impact of such developments can only properly be established through systematic empirical research. This book examines what has been learned from research-based evaluations of digital health projects.
It draws upon research from different parts of the world and offers an up-to-date review of the literature in this field. It also presents a detailed account of recent research carried out in Britain on the effectiveness of government-sponsored pilot health information, advice and transactional services provided via kiosks, the Internet, and interactive digital television. It considers the effectiveness of these communications technologies in relation to a range of distinct applications, their use by the public and perceived usefulness and authority, and the potential of remote health deliveryto support or supplant more traditional and direct forms of health diagnosis and treatment.
The book will be of interest to those involved in the academic study of digital media developments, e-government and remote health, as well as to policy-makers and practitioners working in these rapidly growing fields of endeavor.

This book is concerned with the provision of health information remotely via the latest communications technologies. The rapidly aging population has led governments to seek more effective methods of maintaining high standards of public health through the cultivation of healthy living, as well as improved and more efficiently delivered health advice and diagnostic services. Experiments with remote provision of health information and transactional services have been piloted to assess in this context the efficacy of new communications technologies, such as personal computers linked to the Internet, interactive digital television in the home, and electronically networked touch-screen kiosks in public locations. Such developments represent part of a wider agenda--through electronic government--to cultivate more dynamic democracies and involve citizens of a time of growing political alienation. The impact of such developments can only properly be established through systematic empirical research. This book examines what has been learned from research-based evaluations of digital health projects.
It draws upon research from different parts of the world and offers an up-to-date review of the literature in this field. It also presents a detailed account of recent research carried out in Britain on the effectiveness of government-sponsored pilot health information, advice and transactional services provided via kiosks, the Internet, and interactive digital television. It considers the effectiveness of these communications technologies in relation to a range of distinct applications, their use by the public and perceived usefulness and authority, and the potential of remote health deliveryto support or supplant more traditional and direct forms of health diagnosis and treatment.
The book will be of interest to those involved in the academic study of digital media developments, e-government and remote health, as well as to policy-makers and practitioners working in these rapidly growing fields of endeavor.

Over the past decade, the World Wide Web has dramatically changed the face of technical communication, but the teaching of writing has thus far altered very little to accommodate this rapidly changing context. Technical Communication and the World Wide Web offers substantial and broadly applicable strategies for teaching global communication issues affecting writing for the World Wide Web. Editors Carol Lipson and Michael Day have brought together an exceptional group of experienced and well-known teacher-scholars to develop this unique volume addressing technical communication education. The chapters here focus specifically on curriculum issues and the teaching of technical writing for the World Wide Web, contributing a blend of theory and practice in proposing changes in curriculum and pedagogy. Contributors offer classroom examples that teachers at all levels of experience can adapt for their own classes. The volume provides comprehensive coverage of the technical communication curriculum, from the two-year level to the graduate level; from service courses to degree programs. This volume is an important and indispensable resource for technical writing educators, and it will serve as an essential reference for curriculum and pedagogy development in technical communication programs.

In Building Interactive Worlds in 3D readers will find turnkey tutorials that detail all the steps required to build simulations and interactions, utilize virtual cameras, virtual actors (with self-determined behaviors), and real-time physics including gravity, collision, and topography. With the free software demos included, 3D artists and developers can learn to build a fully functioning prototype. The book is dynamic enough to give both those with a programming background as well as those who are just getting their feet wet challenging and engaging tutorials in virtual set design, using Virtools. Other software discussed is: Lightwave, and Maya. The book is constructed so that, depending on your project and design needs, you can read the text or interviews independently and/or use the book as reference for individual tutorials on a project-by-project basis. Each tutorial is followed by a short interview with a 3D graphics professional in order to provide insight and additional advice on particular interactive 3D techniques-from user, designer, artist, and producer perspectives.
* Create interactive, 3D sets - virtual buildings, terrains, as well as other virtual prototypes for games, film/video pre-visualization, and virtual reality design for the Web from sketch to fully-working prototype
* Interviews with experts in the field provide additional insight into each tutorial
* Dozens of tutorials on CD-ROM, and dozens more on author's website

Over the past decade, the World Wide Web has dramatically changed the face of technical communication, but the teaching of writing has thus far altered very little to accommodate this rapidly changing context. Technical Communication and the World Wide Web offers substantial and broadly applicable strategies for teaching global communication issues affecting writing for the World Wide Web. Editors Carol Lipson and Michael Day have brought together an exceptional group of experienced and well-known teacher-scholars to develop this unique volume addressing technical communication education. The chapters here focus specifically on curriculum issues and the teaching of technical writing for the World Wide Web, contributing a blend of theory and practice in proposing changes in curriculum and pedagogy. Contributors offer classroom examples that teachers at all levels of experience can adapt for their own classes. The volume provides comprehensive coverage of the technical communication curriculum, from the two-year level to the graduate level; from service courses to degree programs. This volume is an important and indispensable resource for technical writing educators, and it will serve as an essential reference for curriculum and pedagogy development in technical communication programs.

Filled with fascinating glimpses behind today's financial headlines. "Underwriting the Internet is a fast-paced story of one of the most exciting business developments that has ever occurred. This comprehensive treatment of the technical advances, financial engineering, and entrepreneurial genius behind the Internet revolution includes actual corporate case studies, stock market analyses, and synopses of regulatory investigations. While focusing on the Internet's commercial development, the author describes the little understood technical and financial areas of the Internet revolution. He shows how the industry set off an investment frenzy built on biased financial research, executive malfeasance, and lax oversight by corporate directors and government agencies that ultimately destroyed the majority of dot-com startups as well as countless investment portfolios across America. Hiraoka analyzes specific and corporate alliances that contributed to the Internet's development, and compares the startup companies that began operating with questionable business plans that inevitably failed. He covers the anit-trust case against Microsoft; the successes of eBay, Amazon, Yohoo, and Google; roadkills along the information highway such as the forgotten eToys; as well as the Enron implosion and the other corporate scandals. After tracing this amazing story he concludes that the illegal practices and the ensuing $7 trillion loss in equity markets slowed the Internet revolution but could not snuff it out, and today e-business surges onward.

Filled with fascinating glimpses behind today's financial headlines, Underwriting the Internet is a fast-paced story of one of the most exciting developments that has ever occurred. This comprehensive treatment of the technical advances, financial engineering, and entrepreneurial genius behind the Internet revolution includes actual corporate case studies, stock market analyses, and synopses of regulatory investigations. While focusing on the Internet's commercial development, the author describes the little understood technical and financial areas of the Internet revolution. He shows how the industry set off an investment frenzy built on biased financial research, executive malfeasance, and lax oversight by corporate directors and government agencies that ultimately destroyed the majority of dot-com startups as well as countless investment portfolios across America. Hiraoka analyzes specific events and corporate alliances that contributed to the Internet's development, and compares the startup companies that began operating with questionable business plans that inevitably failed. He covers the anti-trust case against Microsoft; the successes of eBay, Amazon, Yahoo, and Google; "road-kills" along the information highway such as the forgotten eToys; as well as the Enron implosion and other corporate scandals. After tracing this amazing story he concludes that the illegal practices and the ensuing $7 trillion loss in equity markets slowed the Internet revolution but could not snuff it out, and with worldwide economic recovery e-business surges onward.

This volume offers unique and timely insights on the state of online news, exploring the issues surrounding this convergence of print and electronic platforms, and the public's response to it. It provides an overview of online newspapers, including current trends and legal issues and covering issues of credibility and perceptions by online news users. The heart of the book is formed by empirical studies - mostly social surveys - coming out of the media effects and uses traditions. The chapters are grounded in theoretical frameworks and bring much-needed theory to the study of online news. The frameworks guiding these studies include media credibility, the third-person effect, media displacement, and uses and gratifications. The book ends with a section devoted to research on online news postings. This book is appropriate for scholars, researchers, and students in journalism, mass communication, new media, and related areas, and will be of interest to anyone examining how people use the web as a source for news.

This volume offers unique and timely insights on the state of online news, exploring the issues surrounding this convergence of print and electronic platforms, and the public's response to it. It provides an overview of online newspapers, including current trends and legal issues and covering issues of credibility and perceptions by online news users. The heart of the book is formed by empirical studies - mostly social surveys - coming out of the media effects and uses traditions. The chapters are grounded in theoretical frameworks and bring much-needed theory to the study of online news. The frameworks guiding these studies include media credibility, the third-person effect, media displacement, and uses and gratifications. The book ends with a section devoted to research on online news postings. This book is appropriate for scholars, researchers, and students in journalism, mass communication, new media, and related areas, and will be of interest to anyone examining how people use the web as a source for news.

Laurence Kotlikoff, one of our nation's premier personal finance experts and coauthor of the New York Times bestseller Get What's Yours: The Secrets to Maxing Out Your Social Security, harnesses the power of economics and advanced computation to deliver a host of spellbinding but simple money magic tricks that will transform your financial future. Each trick shares a basic ingredient for financial savvy based on economic common sense, not Wall Street snake oil. Money Magic offers a clear path to a richer, happier, and safer financial life. Whether you're making education, career, marriage, lifestyle, housing, investment, retirement, or Social Security decisions, Kotlikoff provides a clear framework for readers of all ages and income levels to learn tricks like: * How to choose a career to maximize your lifetime earnings (hint: you may want to consider picking up a plunger instead of a stethoscope). * How to buy a superior education on the cheap and graduate debt-free. * Why it's smarter to cash out your IRA to pay off your mortgage. * Why delaying retirement for two years can reap dividends and how to lower your average lifetime tax bracket. Money Magic's most powerful act is transforming your financial thinking, explaining not just what to do, but why to do it. Get ready to discover the economics approach to financial planning-the fruit of a century's worth of research by thousands of cloistered economic wizards whose now-accessible collective findings turn conventional financial advice on its head. Kotlikoff uses his soft heart, hard nose, dry wit, and flashing wand to cast a powerful spell, leaving you eager to accomplish what you formerly dreaded: financial planning.

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'A fascinating expose of the world behind your screen. Timely, often disturbing, and so important' Caroline Criado Perez, author of Invisible Women 'Takes us beyond Zuckerberg, Bezos et al to a murkier world where we discover how everything online works and who benefits from it. Fascinating, engaging and important' Observer 'Could not be more timely' Spectator The internet is a network of physical cables and connections, a web of wires enmeshing the world, linking huge data centres to one another and eventually to us. All are owned by someone, financed by someone, regulated by someone. We refer to the internet as abstract from reality. By doing so, we obscure where the real power lies. In this powerful and necessary book, James Ball sets out on a global journey into the inner workings of the system. From the computer scientists to the cable guys, the billionaire investors to the ad men, the intelligence agencies to the regulators, these are the real-life figures powering the internet and pulling the strings of our society. Ball brilliantly shows how an invention once hailed as a democratising force has concentrated power in places it already existed - that the system, in other words, remains the same as it did before.

Although the dot-com bubble has burst, that doesn't mean e-commerce is dead. This books shows how to build a successful e-commerce operation, incorporating careful planning of the customer experience, effective design, cutting-edge programming, and robust server configuration, as well as marketing, customer service, order processing, warehousing, and shipping. Hardware and software options are also discussed.

Contents:
Notes on contributors Preface Acknowledgements List of Tables and Illustrations
Part I: Introduction and Contexts Cyberspace, Digital Media and the Internet 2 Mapping Cyberspace 3 ICT, Telecommunications and Cyberspace Part II: Using Cyberspace 4 Using the Internet 5 Cyberspace Technologies 6 Webcasting and Digital Broadcasting 7 Games and Entertainment Part III: Reading/Writing Cyberspace 8 Sources, Resources and Research 9 Online News and Journalism 10 E-Zines 11 Online Writing 12 Web Design Part IV: Regulations, Institutions and Ethics 13 Regulation and Cybercrime 14 Cyberspace and the Public Sphere 15 Ethics in Cyberspace
Glossary Web resources Bibliography Index

This revised edition has more breadth and depth of coverage than the first edition. Information Technology: An Introduction for Today's Digital World introduces undergraduate students to a wide variety of concepts that they will encounter throughout their IT studies and careers. The features of this edition include: Introductory system administration coverage of Windows 10 and Linux (Red Hat 7), both as general concepts and with specific hands-on instruction Coverage of programming and shell scripting, demonstrated through example code in several popular languages Updated information on modern IT careers Computer networks, including more content on cloud computing Improved coverage of computer security Ancillary material that includes a lab manual for hands-on exercises Suitable for any introductory IT course, this classroom-tested text presents many of the topics recommended by the ACM Special Interest Group on IT Education (SIGITE). It offers a far more detailed examination of the computer and IT fields than computer literacy texts, focusing on concepts essential to all IT professionals - from system administration to scripting to computer organization. Four chapters are dedicated to the Windows and Linux operating systems so that students can gain hands-on experience with operating systems that they will deal with in the real world.

Need to know how to buy a phone switch for your call center? How to measure the productivity of agents? How to choose from two cities that both want your center? No problem. "The Call Center Handbook" is a complete guide to starting, running, and im Establish and operate an efficient call center with this authoritative guide that covers everything from choosing the best site and buying the right equipment to managing agents, monitoring productivity, and enhancing customer relationships.

The Internet is developing quicker in Asia than in any other region of the world. This book is the first comprehensive analysis of the information society in an Asian context, and the impact of these technologies in Asia. These impacts are inevitably uneven and conditioned by issues of telecommunications infrastructure, government policies, cultural and social values, and economic realities. The combination of original research, theoretical innovation and detailed case studies make this an important book for scholars and students in Asian studies, media studies, communication studies and sociology.

The Internet, Organizational Change and Labor challenges assumptions about the advantages of the virtual workplace, and describes the uses of the Internet that advance organizational performance and economic equality. It incorporates both managerial and employee perspectives and evaluates the impact of the Internet on human resources and the balance of power between labour and management.
The Internet is considered both in terms of how it has allowed a mobilization of the workforce, leading to less cohesive and more vulnerable working conditions, but also how it facilitates the dissemination of information and knowledge and accelerates organizational analysis, innovation and improvement.
This book draws practical conclusions but is grounded in the philosophy of knowledge and organizations. It is essential reading for anyone interested in the fields of human resource management and employee relations, technology management, managing information systems and organization theory.

How does the concept of 'space' impact upon International Relations? This book examines this interesting subject with reference to the ideas of French sociologist Henri Levebre and applies his theories to the use by NGOs of advances in information communications technologies, particularly the internet.

The Internet, Organizational Change and Labor challenges assumptions about the advantages of the virtual workplace, and describes the uses of the Internet that advance organizational performance and economic equality. It incorporates both managerial and employee perspectives and evaluates the impact of the Internet on human resources and the balance of power between labour and management.
The Internet is considered both in terms of how it has allowed a mobilization of the workforce, leading to less cohesive and more vulnerable working conditions, but also how it facilitates the dissemination of information and knowledge and accelerates organizational analysis, innovation and improvement.
This book draws practical conclusions but is grounded in the philosophy of knowledge and organizations. It is essential reading for anyone interested in the fields of human resource management and employee relations, technology management, managing information systems and organization theory.

Contents:
1. Introduction, Paul Jackson and Peter Eckersley 2. The Business Environment for e-Commerce, Fintan Clear, Brunel University and Leslie Budd, Open University 3. e-Commerce Technology, Nandish Patel, Brunel University 4. Organisational Considerations for e-Business, Lisa Harris, Brunel University and Nelarine Cornelius, Brunel University 5. Using Marketing Databases in e-Business, Michael Collins, chartered Marketer 6. The Ethics Environment for e-Business, Laura Spence, Brunel University 7. e-Business and the Law, Dave Wadsworth, Brunel University 8. e-Commerce: A Global Overview, Geraldine Cohen, Brunel University 9. e-Government, Noah Curthoys, Brunel University Peter Eckersley and Paul Jackson, e-Government Forum, IPF

This volume presents a wide range of methodological strategies that are designed to take into account the complex, emergent, and continually shifting character of virtual worlds. It interrogates how virtual worlds emerge as objects of study through the development and application of various methodological strategies. Virtual worlds are not considered objects that exist as entities with fixed attributes independent of our continuous engagement with them and interpretation of them. Instead, they are conceived of as complex ensembles of technology, humans, symbols, discourses, and economic structures, ensembles that emerge in ongoing practices and specific situations. A broad spectrum of perspectives and methodologies is presented: Actor-Network-Theory and post-Actor-Network-Theory, performativity theory, ethnography, discourse analysis, Sense-Making Methodology, visual ethnography, multi-sited ethnography, and Social Network Analysis.

This is a comprehensive textbook that considers all of the key business, management and technical issues of
e-business. It examines and explains how new technologies provide organizations in both the public and private sector with new ways of doing things. Accessible, jargon free and written by experts, this book uses case studies to illustrate to readers the issues at hand and equipping them with the skills to analyze the changing world in which we work.