Digitalization enables public organizations to personalize their services, tuning them to the specific situation, abilities, and preferences of the citizens. At the same time, digital services can be experienced as being less personal than face-to-face contact by citizens. The large existing volume of academic literature on personalization mainly represents the service provider perspective. In contrast, in this paper we investigate what makes citizens experience a service as personal. The result are eight dimensions that capture the full range of individual experiences and expectations that citizens expressed in focus groups. These dimensions can serve as a framework for public sector organizations to explore the expectations of citizens of their own services and identify the areas in which they can improve the personal experiences they offer.
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By analysing intelligence-gathering reform legislation this article discusses access to justice for communications interception by the intelligence and security services. In the aftermath of the Snowden revelations, sophisticated oversight systems for bulk communications surveillance are being established across the globe. In the Netherlands prior judicial consent and a binding complaint procedure have been established. However, although checks and balances for targeted communications interference have been created, accountability mechanisms are less equipped to effectively remedy indiscriminate interference. Therefore, within the context of mass communications surveillance programs, access to justice for complainants remains a contentious issue.
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Human rights groups are increasingly calling for the protection of their right to privacy in relation to the bulk surveillance and interception of their personal communications. Some are advocating through strategic litigation. This advocacy tool is often chosen when there is weak political or public support for an issue. Nonetheless, as a strategy it remains a question if a lawsuit is strategic in the context of establishing accountability for indiscriminate bulk data interception. The chapter concludes that from a legal perspective the effect of the decision to litigate on the basis of the claim that a collective right to group privacy was violated has not (yet) resulted in significant change. Yet the case study, the British case of human rights groups versus the intelligence agencies, does seem to suggest that they have been able to create more public awareness about mass surveillance and interception programs and its side-effects
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Present study focuses on revealing and developing personal constructs regarding problem behaviour in classrooms. The main idea is that teachers opinions about their students and themselves influence the way they interact with them. Their thoughts and ideas about students - their personal constructs - are generally unconscious. We used the Personal Construct Theory from Kelly (1955) and his Repertory Grid Technique for exploration mental constructs. They can give an impulse to the development of thinking and acting of teachers. We think it can help them to build up their professional identity towards problem children. Twenty-nine teachers formed the sample that worked with this method. We investigated the number of unique construct pairs mentioned by the teachers. This number happened to be remarkably high. While assessing pupils, the teachers use primarily personality characteristics. There is hardly any agreement between the teachers constructs, which complicates their communication about their pupils. We considered the number of construct pairs named by one participant. This number seems to depend on the type of education the teacher is involved in. The type of the school the teacher is working at also influences the average scores on the constructs. We shall also turn to the issue of pupils sex and its role if any in the teachers scores. No significant differences have been found.
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Customer-supplier relationships are becoming more digital. However, a personal approach still seems to be a key success factor in the service journey, creating an optimal customer experience. In this research, we investigated the effects of a personal communication approach on customer experience and customer relationship. The personal touch was operationalised in two studies focusing on written forms of communication (Study 1) and spoken forms of communication (Study 2) amongst customers of an energy company. Both studies show that a personal tone of voice in customer contact results in a more positive customer experience (in terms of consumption emotions, customer satisfaction and recommendation intention). However, it does not impact the long term relationships between service provider and customers. Customers do not adjust previously built relationship norms when they are approached in a more or less personal way, as long as the chosen approach does not violate relationship norms. The research is relevant for organisations interested in the effects of a more personal approach in customer contact. The paper combines existing theories on customer experience and customer communication with the existing theories on relational models.
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This paper describes teacher educators’ understanding of language for classroom communication in higher education. We argue that teacher educators who are aware of their personal practical knowledge of language have a better understanding of their students’ language use and provide better support for knowledge construction. Personal practical knowledge originates from teachers’ professional practice and is based on their past experience, current awareness and future expectation. Data from focus group interviews with teacher educators (N = 35) were used for content analysis. Findings demonstrate an emerging conceptualization resulting in two language modalities of personal practical knowledge, speci ed as: ‘language-sensitive and interpersonally oriented’ and ‘language-focused and pedagogically oriented.’The insights contribute to building a professional practical knowledge base of language and communication-oriented teaching.
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The purpose of the research was the development of a questionnaire that can measure the behaviour of groups of students (for instance departments' cohorts) in Personal Information Management (PIM). Variables for the questionnaire were derived from the international literature on PIM. The questionnaire has been tested out on 79 students (last year before graduation) from four different departments of the Academy of ICT&Media at The Hague University of Applied Sciences. The students' responses were checked on consistency, item non response, desirability bias and information value of the results. All these criteria indicated that the questionnaire is an adequate tool for the assessment of PIM at an institutional level. The results that have been found for the four departments have not yet been discussed with the managers of the Academy and those of the individual departments. [De hier gepubliceerde versie is het 'accepted paper' van het origineel dat is gepubliceerd op www.springerlink.com . De officiële publicatie kan worden gedownload op http://www.springerlink.com/content/n0h3k71u85024xnt/]
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Although most authors on Information Literacy do not really differ in their definitions of the information literacy concept, phenomenographic research makes clear that in the context of education at least two different conceptions can be distinguished: an “Information Problem Solving” conception and a “Personal Knowledge Base” conception [1]. The conception of “Information Problem Solving” has been elaborated on in various models by many researchers but the operationalization of the “Personal Knowledge Base conception” has, until now, been ignored in LIS research. Based on educational literature a model for the content of a “Personal Knowledge Base” will be proposed. Two kinds of internalized knowledge are distinguished: the body of knowledge of the discipline and metacognitive knowledge. Both of these elements display sub content. This conception of information literacy as a “Personal Knowledge Base” is consistent with the idea that “learning to learn” is one of the main goals of Higher Education. Copyright / opmerkingen: De hier gepubliceerde versie is het 'accepted paper' van het origineel dat is gepubliceerd op www.springerlink.com . De officiële publicatie kan worden gedownload op http://link.springer.com/chapter/10.1007/978-3-319-14136-7_4
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In an era of information overload, relevance is key. Even more so in thephysical store, where consumers are in a ‘shopping state of mind’ (Shankaret al., 2010), and where still a significant proportion of all purchasedecisions is being made.Relevance can be achieved by filtering information and targeting shopperswith context-aware messages (Riegger at al. 2022). A commonly studiedexample is that of location-based messaging (i.e. aligning the message withthe consumers’ geographic position; Meents et al. 2020). An alternativeapproach is to adapt the message to the characteristics and behavior of thein-store receiver in question, implying personalization of communication.Various technological devices can be used by retailers to transferpersonalized messages to shoppers in their stores. The focus of this studyis on digital signage (DS) in stores, as these are commonly used byretailers for their digital in-store communication.While the personalization of DS messages may benefit customers (e.g.message relevance), it also comes with high perceived risk to individualprivacy (Hess et al. 2020) To employ these type of personalized messageseffectively, it is important to understand how customers feel and respond.The present study has four objectives, examining (1) whether theperceived benefits of varying levels of personalized DS communication atthe point-of-sale outweigh the perceived risks, (2) why or why not, and (3)who is more and less open to it, and (4) for which specific situations is itmore accepted. We address these objectives both from a practitioner andconsumer perspective, using a mixed-methods approach.First, we have conducted 16 exploratory expert interviews with variousspecialists in the domain of artificial intelligence, shopper marketing, datamanagement and consumer privacy. Transcripts have been contentanalyzedusing NVIVO 12 software. Insights emerged in terms of how toimplement personalized targeting via DS in retail stores, minding legal aswell as ethical challenges in preserving consumer privacy. For example,the level of personalization via in-store digital screens differs greatly; DScontent can be adapted based on customers’ demographics, emotions,preferences and shopping behavior, and all possible combinations of suchpersonal information. It is expected that customers will responddifferently, depending on the level of personalization.In Spring 2023, these results will be complemented based on a consumersurvey. That way, consumers and a multitude of specialists in the smartservices context of personalized communication at the point-of-sale havebeen investigated, allowing for setting the boundaries in terms ofdesirability and feasibility (technology- and privacy preservation-wise).
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The current transnational climate (British Council, 2014) in Europe is likely to continue to generate institutional and classroom situations which dictate that difference and otherness be the norm rather than the exception. Unfortunately, in the 1960's, Black and minority ethnic (BME) migrants from the former British colonies had less-than-favorable educational experiences in Britain due to prejudice and stereotyping mainly arising from cultural differences. Since then there have been a plethora of studies, policies, and reports regarding the perpetuation of discrimination in educational institutions. Today, British higher educational institutions have finally begun to recognize the need to reduce progression and attainment gaps. However, their focus tends to only consider the student “Black and Minority Ethnic attainment gap” with almost no attention being given to educators', or more specifically there is a distinctive lack of thought given to the female BME educators' progression and attainment in British HEIs. As such, this paper draws theoretically and conceptually on critical cultural autoethnography, to illustrate the value of conducting research into a female's BME educators' personal and professional experiences, and “gives voice to previously silenced and marginalized experiences” (Boylorn and Orbe, 2014, p. 15). In doing so, I highlight how higher educational institutions underutilisation of such competencies and contributions have and continue to perpetuate BME underachievement. I conclude the paper by questioning the accountability of providing support for BME educators progression and attainment, challenge educational leaders to consider the value and utilization of cultural knowledge, and implore all educators to reflect on how their personal experiences influence their professional identity.
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