Social and Behavioral Sciences Commons^™

Knowledge Management In Information Technology Help Desk: Past, Present And Future, Kar Yin Leung, Sim K. Lau

Dr Sim Kim Lau

Information technology has changed the way organizations function. This resulted in the reliance of help desks to deal with information technology related areas such as hardware, software, and telecommunication. Besides, the adoption of business process reengineering and downsizing have led to the shrinkage of the size of help desk. The shorter information technology product life cycle has worsened the situation by increasing the already sizeable help desk’s user base. Consequently, the help desk has to cover more information technology products and resolute more technical enquiries with less staff. Thus, the outcome is clear that users have to wait comparably longer …

Slides: Environmentally Friendly Drilling Systems Program (Efd), Rich Haut

Best Practices for Community and Environmental Protection (October 14)

Presenter: Rich Haut, Houston Advanced Research Center

23 slides

Consumer's Product Comprehension: Limitations Of Past Work And Recommendations For New Directions, Amina Ait El Houssi, Sara Dolnicar

Faculty of Commerce - Papers (Archive)

Advertising has to effectively explain new products to consumers. Product comprehension research provides the theoretical insights needed to do so. Yet, results from product comprehension research are limited because the stimuli used were not really new products and the validity of the comprehension measures used is questionable. We contribute by providing a brief literature review supporting the above claims and proposing two improvements for future work: the use of extensive pre-studies to identify stimuli of varying innovativeness levels and the inclusion of services new to consumers, not the market. Empirical illustrations of the value of both propositions are provided.

Knowledge Management In Information Technology Help Desk: Past, Present And Future, Kar Yin Leung, Sim K. Lau

Faculty of Commerce - Papers (Archive)

Information technology has changed the way organizations function. This resulted in the reliance of help desks to deal with information technology related areas such as hardware, software, and telecommunication. Besides, the adoption of business process reengineering and downsizing have led to the shrinkage of the size of help desk. The shorter information technology product life cycle has worsened the situation by increasing the already sizeable help desk’s user base. Consequently, the help desk has to cover more information technology products and resolute more technical enquiries with less staff. Thus, the outcome is clear that users have to wait comparably longer …

Celebrating The Past: Financial Management In The Third Sectore, Anne Abraham

Faculty of Commerce - Papers (Archive)

The centrality of the mission, as opposed to the importance of fmancial outcomes, created many problems in the early financial management of third sector organisations. Thus, it is important to celebrate the contribution made by these early managers as they struggled to guide their organisation in a fiscally responsible manner. This paper has two parts. First, it considers the need for accountability from an internal organisational perspective and also as a response to the external demand for accountability. Secondly, it provides a case study of an eighty year old organisation whose early leaders were responsible for putting in place procedures …