The user experience of our daily interactions is increasingly shaped with the aid of AI, mostly as the output of recommendation engines. However, it is less common to present users with possibilities to navigate or adapt such output. In this paper we argue that adding such algorithmic controls can be a potent strategy to create explainable AI and to aid users in building adequate mental models of the system. We describe our efforts to create a pattern library for algorithmic controls: the algorithmic affordances pattern library. The library can aid in bridging research efforts to explore and evaluate algorithmic controls and emerging practices in commercial applications, therewith scaffolding a more evidence-based adoption of algorithmic controls in industry. A first version of the library suggested four distinct categories of algorithmic controls: feeding the algorithm, tuning algorithmic parameters, activating recommendation contexts, and navigating the recommendation space. In this paper we discuss these and reflect on how each of them could aid explainability. Based on this reflection, we unfold a sketch for a future research agenda. The paper also serves as an open invitation to the XAI community to strengthen our approach with things we missed so far.
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accepted abstract Quis14 conference Field findings show that value dimensions in legal services are functional, social and emotional. The last category emerges not only within but also outside the interaction with the lawyer. Recommendation of others or the trackrecord of lawyers for example, which play a role before or after the service, contribute to emotional values like trust and reassurance and help clients to reduce the perceived purchase risk, which is inherent to the nature of credence services. Also due to the credential character of legal services we conclude that not only professional skills but also service aspects as client involvement play an important role in the emergence of value because professional skills are difficult to judge even by routine buyers.
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The participating universities and their associated partners under the Committed project have formulated the following recommendations to help the European legislators create a coherent system in educating and preparing the HEIs for proper handling of compliance risks and issues in research and education activities. To lay down the fundamentals of a uniform, European export compliance andrisk management system for higher education and scientific research, the project members scrutinized the currently existing and effective European regulations, the European Commission’s recommendation in this subject and the respective national rules, and also U.S. legislation in the field of deemed export.
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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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In een door het lectoraat Revalidatie uitgevoerd onderzoek bij jongeren met niet aangeboren hersenletsel (NAH) hebben veertien studenten van de Academie voor Gezondheid geparticipeerd. Bij jongeren hebben zij, twee jaar na het oplopen van hersenletsel door een ongeval of hersenaandoening, tijdens een huisbezoek, verschillende vragenlijsten over sociaal-maatschappelijke participatie afgenomen. In de periode voorjaar 2010 tot najaar 2012 zijn in vier wervingsrondes hoofdfase studenten via drie methoden geworven voor participatie in het NAH-onderzoek. In dit artikel worden werkwijze werving, voorbereiding en begeleiding van de studenten beschreven. De voorbereiding bestond uit informatieverstrekking en training. De begeleiding vond plaats in de vorm van supervisie. Studenten kwamen in dit onderzoek rechtstreeks en intensief met deelnemers in contact. Bij dit contact worden (beroeps)competenties op de proef gesteld: in vele opzichten een belangrijke aanvulling op hun opleiding. De belangrijkste aanbeveling is, dat studentenparticipatie in praktijkgericht onderzoek goed voorbereid en ondersteund moet worden en aanzienlijk makkelijker verloopt als dit onderdeel is van het curriculum van de opleiding. Ook zal participeren in analyse en verwerking van de onderzoeksgegevens naast dataverzameling meerwaarde voor de student hebben. ABSTRACT Fourteen students of the Academy of Health participated in a research about the social impact of acquired brain injury (ABI) in adolescents. This research was performed by the research group Rehabilitation. The students conducted several questionnaires about social functioning while visiting the adolescents with ABI at home, two years after the youths had suffered from brain injury, through accident or brain illness. During four selection rounds that took place between Spring 2010 and Autumn 2012, students were recruited by three methods to participate in the data collection of the ABI research. This article describes methods of recruitment, preparation and supervision of the selected students. The preparation consisted of education and training. The supervision consisted of feedback and encouragement. Students were in direct and intensive contact with participants during this research. Their (professional) competencies were therefore put to the test and in many respects this was an important addition to their education. The most important recommendation is that student participation be properly prepared and supported in practically oriented research and be a much more integrated component of the programme curriculum. In addition to data collection, participation in the analysis and processing of research data will also be of added value for the student.
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In the decision-making environment of evidence-based practice, the following three sources of information must be integrated: research evidence of the intervention, clinical expertise, and the patient’s values. In reality, evidence-based practice usually focuses on research evidence (which may be translated into clinical practice guidelines) and clinical expertise without considering the individual patient’s values. The shared decision-making model seems to be helpful in the integration of the individual patient’s values in evidence-based practice. We aim to discuss the relevance of shared decision making in chronic care and to suggest how it can be integrated with evidence-based practice in nursing. We start by describing the following three possible approaches to guide the decision-making process: the paternalistic approach, the informed approach, and the shared decision-making approach. Implementation of shared decision making has gained considerable interest in cases lacking a strong best-treatment recommendation, and when the available treatment options are equivalent to some extent. We discuss that in chronic care it is important to always invite the patient to participate in the decision-making process. We delineate the following six attributes of health care interventions in chronic care that influence the degree of shared decision making: the level of research evidence, the number of available intervention options, the burden of side effects, the impact on lifestyle, the patient group values, and the impact on resources. Furthermore, the patient’s willingness to participate in shared decision making, the clinical expertise of the nurse, and the context in which the decision making takes place affect the shared decision-making process. A knowledgeable and skilled nurse with a positive attitude towards shared decision making – integrated with evidence-based practice – can facilitate the shared decision-making process. We conclude that nurses as well as other health care professionals in chronic care should integrate shared decision making with evidence- based practice to deliver patient-centred care.
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Purpose: This is a position paper describing the elements of an international framework for assistive techhnology provision that could guide the development of policies, systems and service delivery procedures across the world. It describes general requirements, quality criteria and possible approaches that may help to enhance the accessibility of affordable and high quality assistive technology solutions. Materials and methods: The paper is based on the experience of the authors, an analysis of the existing literature and the inputs from many colleagues in the field of assistive technology provision. It includes the results of discussions of an earlier version of the paper during an international conference on the topic in August 2017. Results and conclusion: The paper ends with the recommendation to develop an international standard for assistive technology provision. Such a standard can have a major impact on the accessibility of AT for people with disabilities. The paper outlines some the key elements to be included in a standard.
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Objective: To describe the development of a goal-directed movement intervention in two medical wards, including recommendations for implementation and evaluation. Design: Implementation Research. Setting: Pulmonology and nephrology/gastroenterology wards of the University Medical Centre Utrecht, The Netherlands. Participants: Seven focus groups were executed including 28 nurses, 7 physical therapists and 15 medical specialists. Patients' perceptions were repeatedly assessed during the iterative steps of the intervention development. Intervention: Interventions were targeted to each ward's specific character, following an Intervention Mapping approach using literature and research meetings. Main measures: Intervention components were linked to Behavior Change Techniques and implementation strategies will be selected using the Expert Recommendation Implementing Change tool. Evaluation outcomes like number of patients using the movement intervention will be measured, based on the taxonomy of Proctor. Results: The developed intervention consists of: insight in patients movement behavior (monitoring & feedback), goal setting (goals & planning) and adjustments to the environment (associations & antecedents). The following implementation strategies are recommended: to conduct educational meetings, prepare & identify champions and audit & provide feedback. To measure service and client outcomes, the mean level of physical activity per ward can be evaluated and the Net Promoter Score can be used. Conclusion(s): This study shows the development of a goal-directed movement intervention aligned with the needs of healthcare professionals. This resulted in an intervention consisting of feedback & monitoring of movement behavior, goal setting and adjustments in the environment. Using a step-by-step iterative implementation model to guide development and implementation is recommended.
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