Change search
Refine search result
12 1 - 50 of 51
CiteExportLink to result list
Permanent link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
Rows per page
  • 5
  • 10
  • 20
  • 50
  • 100
  • 250
Sort
  • Standard (Relevance)
  • Author A-Ö
  • Author Ö-A
  • Title A-Ö
  • Title Ö-A
  • Publication type A-Ö
  • Publication type Ö-A
  • Issued (Oldest first)
  • Issued (Newest first)
  • Created (Oldest first)
  • Created (Newest first)
  • Last updated (Oldest first)
  • Last updated (Newest first)
  • Disputation date (earliest first)
  • Disputation date (latest first)
  • Standard (Relevance)
  • Author A-Ö
  • Author Ö-A
  • Title A-Ö
  • Title Ö-A
  • Publication type A-Ö
  • Publication type Ö-A
  • Issued (Oldest first)
  • Issued (Newest first)
  • Created (Oldest first)
  • Created (Newest first)
  • Last updated (Oldest first)
  • Last updated (Newest first)
  • Disputation date (earliest first)
  • Disputation date (latest first)
Select
The maximal number of hits you can export is 250. When you want to export more records please use the Create feeds function.
  • 1.
    Bernhard, Irene
    et al.
    University West, Department of Economics and IT, Division of Media Production.
    Blomgren, Roger
    Flensburg, Per
    University West, Department of Economics and IT, Divison of Informatics.
    Grundén, Kerstin
    University West, Department of Economics and IT, Division of Computer Science and Informatics.
    En kritisk analys av IT-visioner inom hälsa och kultur2010In: Förvaltning och medborgarskap i förändring: etablerad praxis och kritiska perspektiv / [ed] Lindblad-Gidlund, Katarina, Ekelin, Annelie, Eriksén, Sara, Ranerup, Agneta, Lund: Studentlitteratur, 2010, 1, p. 251-270Chapter in book (Other academic)
  • 2.
    Bernhard, Irene
    et al.
    University West, Department of Economics and IT, Division of Media and Design.
    Grunden, Kerstin
    University West, Department of Economics and IT, Divison of Informatics.
    A Study of Small Enterprises with Focus on Entrepreneurship and E-government in a Regional Development Context2015In: A Nordic Perspective on Co‐Operation for Sustainable Destination and Regional Development / [ed] Iréne Bernhard & Anna Karin Olsson, Trollhättan: University West , 2015, p. 59-75Chapter in book (Refereed)
    Abstract [en]

    This chapter aims to describe and analyze a sample of small enterprises located in a region undergoing structural change with focus on entrepreneurship and e-government and is a further development of a previous study that focused on how municipalities supported entrepreneurship and destination development. In this study the focus is extended to include small enterprises contributing to development of tourist destinations within the same region. In-depth qualitative interviews weremade with twelve managers from ten small enterprises. Based on a theoretical discussion of entrepreneurship, e-government and regional development, the results indicate that networks and strategic networking were important for these small enterprises both in terms of developing the enterprise butalso to develop entrepreneurship for regional development. The findings further indicate that municipal information, communication and competence development in order to support entrepreneurship and the development of small enterprises could be improved. The importance of face-to-face contacts was stressed. The use of local e-government was hitherto limited to e-services for public procurement. The entrepreneurs who used the e-services had mainly positive experiences, although despite the complexity of the e-services. The respondents did not ask for more municipal e-services, but that could be a consequence of their limited experience of the potential of local e-government. The use of social media among the enterprises was limited due to lack of time, competence and motivation for most of the enterprises, although the potential of social media for marketing was seen as extensive. A few of the respondents were on the other hand very skilled in their use ofdigital media, as a consequence of their professional knowledge and business orientation.

  • 3.
    Bernhard, Irene
    et al.
    University West, Department of Economics and IT, Division of Media and Design.
    Grunden, Kerstin
    University West, Department of Economics and IT, Divison of Informatics.
    Challenging Organizational Issues When Municipal Contact Centers are Implemented in Sweden2013In: Electronic Journal of e-Government, ISSN 1479-439X, E-ISSN 1479-439X, Vol. 11, no 2, p. 198-209Article in journal (Refereed)
    Abstract [en]

    Two case studies of the implementation of Contact Centres(CCs) in Swedish municipalities were compared and discussed from anorganizational perspective. The research method was semi-structured qualitative interviews with different personnel categories in both municipalities. Several challenging organizational issues for management and employees were identified:the implementation strategies varied among the cases and affected the pace of implementation, attitudes and motivation, the mental construct and understanding of the implementation. The financing of the CC and recruitment strategies created problems, but in somewhat different ways and in phases of the process in each case. The potential of using registered information as asource for planning and decision-making was not fully utilized, although somestatistics were produced. In both cases there was a combination of formal andinformal learning strategies and flexible co-operation among the employees inthe CCs which contributed to continuous learning processes and a good,co-operative working climate. There was a need for continuous updating ofskills in both cases, but with slightly different focus, related to theorganization of the work. The organization in response groups required morespecialist competence, compared with the organization without response groups,which required more general competence. Some challenges for the caseadministrators in the back offices were to adapt to a more process-oriented organizationof their work, and to co-operate more with their colleagues both in the backoffice and at the CC. They now had the possibility to plan their administrativework in a better way than before, but some administrators missed the previousspontaneous contacts with citizens. Initially, many case administrators wereafraid of losing their jobs and work tasks to CC, contributing to negativeattitudes towards CC and hampering the learning process in taking part in theimplementation process.

  • 4.
    Bernhard, Irene
    et al.
    University West, Department of Economics and IT, Division of Media and Design.
    Grunden, Kerstin
    University West, Department of Economics and IT, Divison of Informatics.
    Municipal Support of Entrepreneurship and Business Development from an e-government Perspective2015In: A Nordic Perspective on Co‐Operation for Sustainable Destination and Regional Development / [ed] Iréne Bernhard & Anna Karin Olsson, Uddevalla: University West , 2015, p. 44-58Chapter in book (Refereed)
    Abstract [en]

    This article will contribute to the debate about regional development in peripheral areas by examining the social capital in 14 villages in a Danish municipality, and particularly the influence of social media on the social capital.Contrary to the current public discourse in Denmark on peripheral communities and how they are falling apart because of demographic changes, economic cut backs, and structural changes, this study did not find one single village, where the social capital seems to be in any imminent danger. The article also proposes a different perspective on the operationalization of social capital. Social capital is typically measured in big international values surveys based on the variables network, trust and reciprocity. However, this study is based on a qualitative research with interviews in 14 villages in a peripheral Danish municipality. This in depth research shows that when examining the social capital of communities, the most valuable parameter is to look at the most typical proxy for network: associations and in particular the character of these associations. They furthermore give an indication of the kind of social capital they are building and maintaining.The study also shows that we might have to extend the notion of network to include that of social media as this type of network gets increasingly more important. However, the study cannot conclude that the communities not using the social media have less social capital then the one who does, nor that they are disconnected from the citizens.

  • 5.
    Bernhard, Irene
    et al.
    University West, Department of Economics and IT, Division of Media and Design.
    Grunden, Kerstin
    University West, Department of Economics and IT, Divison of Informatics.
    Networking and e-government for local development: experiences gained by entrepreneurs in small enterprises in Sweden2016In: International Journal of Entrepreneurship and Small Business, ISSN 1476-1297, E-ISSN 1741-8054, Vol. 29, no 2, p. 154-175Article in journal (Refereed)
    Abstract [en]

    This paper aims to analyse experiences gained by entrepreneurs in small enterprises located in a region undergoing structural change, focusing on networking and e-government for local development. The study is a further development of a study that focused on how municipalities supported entrepreneurship and destination development. In-depth qualitative interviews were made with twelve entrepreneurs from ten small enterprises. Based on a theoretical discussion of networking, e-government and social media marketing, the results indicate that networks and strategic networking were important in order to develop their enterprises, which also contributed to local development. The importance of initial face-to-face contacts in order to build business relationships in networks was stressed. The use of local e-government was hitherto limited to e-services for public procurement, the use of social media marketing was limited due to lack of time, competence and motivation for most of the entrepreneurs.

  • 6.
    Bernhard, Irene
    et al.
    University West, Department of Economics and IT, Division of Media and Design.
    Grundén, Kerstin
    University West, Department of Economics and IT, Divison of Informatics.
    A Study of Small Enterprises with Focus on Entrepreneurship and E-government in a Regional Development Context2014In: Uddevalla Symposium 2014. Geography of Growth. The Frequency, Nature and Consequences of Entrepreneurship and Innovation in Regions of Varying Density: Revised papers first presented at the 17th Uddevalla Symposium, 12-14 June, Uddevalla, Sweden. / [ed] Irene Bernhard, Trollhättan: Högskolan Väst , 2014, p. 165-183Chapter in book (Other academic)
    Abstract [en]

    This paper aims to describe and analyse a sample of small enterprises located in a region undergoing structural change with focus on entrepreneurship and e-government and is a further development of a previous study that focused on how municipalities supported entrepreneurship and destination development. In this study the focus is extended to include small enterprises contributing to development of tourist destinations within the same region. In-depth qualitative interviews were made with twelve managers from ten small enterprises.

       Based on a theoretical discussion of entrepreneurship, e-government and regional development, the results indicate that networks and strategic networking were important for these small enterprises both in terms of developing the enterprise but also to develop entrepreneurship for regional development. The findings further indicate that municipal information, communication and competence development in order to support entrepreneurship and the development of small enterprises could be improved. The importance of face-to-face contacts was stressed. The use of local e-government was hitherto limited to e-services for public procurement. The entrepreneurs who used the e-services had mainly positive experiences, although despite the complexity of the e-services. The respondents did not ask for more municipal e-services, but that could be a consequence of their limited experience of the potential of local e-government. The use of social media among the enterprises was limited due to lack of time, competence and motivation for most of the enterprises, although the potential of social media for marketing was seen as extensive. A few of the respondents were on the other hand very skilled in their use of digital media, as a consequence of their professional knowledge and business orientation.

  • 7.
    Bernhard, Irene
    et al.
    University West, Department of Economics and IT, Division of Media Production.
    Grundén, Kerstin
    University West, Department of Economics and Informatics, Divison of Informatics.
    Kompetensstrategier vid införande av kundcenter i kommuner2010In: Lärande i och för det nya arbetslivet / [ed] Lagrosen, Stefan, Lundh-Snis Ulrika, Nehls, Eddy, Lund: Studentlitteratur, 2010, 1, p. 31-46Chapter in book (Other academic)
  • 8.
    Bernhard, Irene
    et al.
    University West, Department of Economics and IT, Division of Media and Design.
    Grundén, Kerstin
    University West, Department of Economics and IT, Divison of Informatics.
    Lessons Learned from the Implementation of Contact Centers in Swedish Municipalities2013In: Proceedings of the 13th European Conference on e-Government: University of Insubria, Varese, Italy, 13-14 June 2013 / [ed] Elena Ferrari and Walter Castelnovo, Reading, 2013, p. 63-71Conference paper (Refereed)
    Abstract [en]

    Abstract: Two case studies of the implementation of contact centers (CCs) in Swedish municipalities were compared and analyzed. The purpose of the article is to focus on lessons learned from the perspectives of the management and the employees in the organizations according to the MOA-model. The research method used was semi-structured qualitative interviews with different personnel categories in both municipalities. According to our findings the implementation strategies varied among the two cases. The strategies affected the pace of implementation, attitudes and motivation aspects and understanding of the implementation. The potential of using registered information as a source for planning and decision-making was not fully utilized in the municipal organizations, although some statistics were produced. In both cases there was a combination of formal and informal learning strategies and flexible co-operation among the employees in the CCs which contributed to continuous learning processes and a good, co-operative working climate. Some learning challenges for the handling officers at the back offices were to adapt to a more process-oriented organization. Initially, many handling officers at the back-office were afraid of losing their jobs and work tasks to CC, contributing to negative attitudes towards CC, and hampering the learning process in taking part in the implementation process. The establishment of a CC is a comprehensive organizational change process affecting the whole municipal administration. A challenge for the municipalities is to formulate relevant strategies and manage the implementation in order to involve all employees.

  • 9.
    Bernhard, Irene
    et al.
    University West, Department of Economics and IT, Division of Media and Design.
    Grundén, Kerstin
    University West, Department of Economics and IT, Divison of Informatics.
    Municipal Support of Entrepreneurship and Business Development from an e-Government Perspective2013In: Uddevalla Symposium 2013 Innovation, High-Growth Entrepreneurship and Regional Development: Revised papers presented at the 16th Uddevalla Symposium 13-15 June, 2013, Kansas City, MO, USA / [ed] Irene Bernhard, Trollhättan: University West , 2013, 1, p. 177-193Chapter in book (Refereed)
    Abstract [en]

    This paper aims to describe and analyze municipal support of entrepreneurship and business development from an e-government perspective. We analyze two Swedish municipalities and a local tourism company partly owned by the municipalities located in a region undergoing structural change, focusing on efforts of municipalities to develop digital services to support entrepreneurship and business development to promote local and regional development. The research method is based on case study methodology. The case studies are part of the research project “Maritime Inlands – past, present and future strengths” (Marifus) financed by Interregional European Union Regional Development Fund (Interrreg). Based on theoretical discussions of entrepreneurship and e-government theories, the analyses of the two case studies show substantial variations in how they supported entrepreneurship. The findings indicated that e-government services so far have under-used potential for the studied municipalities and the tourism company in order to support efficient communication and information towards the entrepreneurs and businesses aiming at local and regional development.

  • 10.
    Bernhard, Irene
    et al.
    University West, Department of Economics and IT, Division of Media and Design.
    Grundén, Kerstin
    University West, Department of Economics and IT, Divison of Informatics.
    Towards Inclusive E-Government: The Development of Municipal Contact Centers in Sweden2013In: Developing E-Government Projects: Frameworks and Methodologies / [ed] Zaigham Mahmood, Hershey, PA: Information Science Reference, 2013, 1, p. 225-247Chapter in book (Refereed)
    Abstract [en]

    In this chapter, five case studies of the implementation of contact centers in Swedish municipalities are described and discussed with a focus on inclusive e-government. The research methods used are mainly qualitative interviews with different categories of municipal personnel and also with some citizens. The main conclusions are that the implementation of contact centers contributes to increased accessibility of municipal services, even for those citizens who might have problems using Internet services. The study indicates and development towards increased equal treatment of citizens and a contribution to reducing problems related to the “digital divide.” Municipal services became more adapted to citizens’ needs by using citizen-centric methods and dialogue during the development process and in the daily work of the contact centers. The implementation of municipal contact centers can thus be seen as a step towards inclusive e-government, but there is still a need to go further in this direction.

  • 11.
    Bernhard, Irene
    et al.
    University West, Department of Economics and IT, Division of Media and Design.
    Grundén, Kerstin
    University West, Department of Economics and IT, Divison of Informatics.
    Value Creation of networks and networking for small enterprises and destination development2014In: The 23rd Nordic Symposium on Tourism and Hospitality Research: THE values of tourism / [ed] Budeanu, Adriana; Möckel, Marie & Gyimóthy, Szilvia, Köpenhamn, 2014, p. 81-82Conference paper (Refereed)
    Abstract [en]

    Literature recognizes that networks and networking are vital for firm performance and enterprises of all sizes are joining international networks (Lechner & Dowling, 2003; Bernhard & Karlsson, 2014; Cesário & Noronha Vaz, 2014;). Further research claims that networking is an important business activity for entrepreneurs, especially important for small businesses during start-up, which can then contribute to the growth of the business and superior performance. The emerging information society challenges relations not only between public agencies such as municipalities and citizens but also small enterprises in many ways. Earlier research also claims that entrepreneurship is a key issue in destination development.

    This study aims to describe and analyze the value creation of networks for small enterprises and destination development. The enterprises are located in two municipalities in a region undergoing structural change, due to the closure of a big car plant. We will focus on the value creation of different forms of networks and networking such as face-to-face and digital-based networks. Further we focus on value creation related to different actors within the networks, such as the role of entrepreneurs, municipalities, customers and sub-contractors. Theories on entrepreneurship, e-government, social media and network are important for our study.

    The research method is based on case study methodology with use of qualitative in-depth interviews, observations and document studies. Twelve interviews were conducted with managers from ten small enterprises (defined as microenterprises according to European Commission (Ekonomifakta, 2014). We contacted the public managers at the business offices in each municipality and they selected a list of companies involved in destination development within their municipality. Two of the ten enterprises were chosen from the list made by the managers. The remaining eight were selected from the list of members of the tourism company’s website. The tourism company is partly owned by the two municipalities and managed by a non-profit association for tourism development. Each interview took about an hour and was recorded before transcribing. All interviews were conducted in autumn 2013 and were made together by the authors. The analysis was made by qualitative content analysis and done in two steps; first separately by each author, after which the analysis was discussed together. This was done in order to increase the validity of the analysis. Regarding some issues respondents have received follow-up questions in order to get further understanding.

    The main findings indicated that networks and municipal support were important for the small enterprises. The municipalities could for example support network building for destination development. The use of local e-government was hitherto limited to e-services for public procurement. The respondents did not ask for more municipal e-services, but that could be a consequence of their limited experience of the potential of local e-government.

    The respondents stressed the importance of face-to-face contacts for establishing and maintaining their networks. The use of social media among the enterprises was limited due to lack of time, competence and motivation for most of the enterprises, although the potential of social media for marketing was seen as extensive. A few of the respondents on the other hand were very skilled in their use of social media, as a consequence of their professional knowledge and business orientation. Strategic choices of networks and relevant competence to handle social contacts (both face-to-face and digitally) contributed to the value creation.

    This research provides insight into and deeper understanding of some important aspects that contribute to value creation for small enterprises and destination development.

  • 12.
    Grundén, Kerstin
    University West, Department of Economics and IT.
    A Social Perspective on Implementation of e-Government: A Longitudinal Study at the County Administration of Sweden2012In: Case Studies in e-Government / [ed] Frank Bannister, Reading, UK: Academic Publishing International, 2012, 1, p. 120-144Chapter in book (Refereed)
  • 13.
    Grundén, Kerstin
    University West, Department of Economics and IT, Division of Computer Science and Informatics.
    A Social Perspective on Implementation of e-Government: A Longitudinal Study at the County Administration of Sweden2009In: Electronic Journal of e-Government, ISSN 1479-439X, E-ISSN 1479-439X, Vol. 7, no 1, p. 65-76Article in journal (Refereed)
    Abstract [en]

    longitudinal study of implementation of e-Government at the County Administration of Sweden was analysedcand discussed from a social perspective. Two interview studies at the legal and traffic departments were compared.Interviews were made with decision makers, handling officers and administrative assistants focussing on socialcconsequences of work situations, work processes and quality of e-services to the clients. The MOA-model was used as a frame of reference for the study. According to the analysis, coping and sense making strategies by the respondents increased. e-Government made demands for new competencies for employees and clients. Internal and external digital divides are social consequences of the implementation of e-services. Management increased their focus on efficiency aspects related to e-Government. There is a need to integrate competence of social aspects into the development process of e-Government. The users were aware of the importance of social aspects of IT implementation. There is a need for competence development of social consequences related to IT implementation also for development personnel and different interest groups

  • 14.
    Grundén, Kerstin
    University West, Department of Economics and IT, Division of Computer Science and Informatics.
    A Study Circle Approach for Competence Development of e-Government Implementation2010In: Electronic Government and Electronic Participation: Joint Proceedings of Ongoing Research and Projects of IFIP EGOV2010 and ePart 2010 / [ed] Chappelet, Jean-Loup, Glassey, Olivier, Janssen, Marijn, Macintosh, Ann, Scholl, Jochen, Tambouris, Efthimios, Wimmer, Maria, A., Berlin: Springer , 2010Conference paper (Refereed)
    Abstract [en]

    Implementation of e-Government means cultural changes involving changes of attitudes and competences, apart from technological changes. An interview study of a web-based course for issues related to implementation of e-Government at the County Academy of Sweden is described and analysed. The course was developed with a study circle pedagogical approach. Interviews were made with eighteen respondents from different authorities, different geographical locations and different professional roles. The respondents were especially positive to the group discussions of the studied course. The discussions were relevant for support of behaviour changes and competence development related to implementation of e-Government. A study circle approach could be relevant in order to encourage development-oriented learning needed for implementation of e-Government. There is also a need for pedagogical learning of producers and organisers of web-based education in public organisation, in order to make them conscious about the importance of different pedagogical approaches for different education objectives.

  • 15.
    Grundén, Kerstin
    University West, Department of Economics and IT, Division of Computer Science and Informatics.
    An Evaluation Model for CSCW Systems2002In: Ninth European Conference on Information Technology Evaluation / [ed] Brown, Ann, Remenyi, Dan, Reading, UK: MCIL , 2002, p. 181-188Conference paper (Refereed)
    Abstract [en]

    CSCW systems usually involve complex informal communication between several users at different geographical locations. An evaluation model focussing especially on organisational and social aspects is the MOA-E model. This model is used for the evaluation of the use of videoconferences for healthcare planning. The case study has a multi-method approach with the combination of participated observation, interviews and questionnaire. The use of the MOA-E model has contributed to a comprehensive understanding of the case study.

  • 16.
    Grundén, Kerstin
    University West, Department of Economics and Informatics.
    An Evaluation Model for Work-Integrated Learning2003In: Proceedings of E-Learn 2003 World Conference on E-Learning in Corporate, Government, Healthcare, & Higher Education / [ed] Rossett, Allison, Norfolk, USA: Association for the Advancement of Computing in Education , 2003, p. 217-224Conference paper (Refereed)
    Abstract [en]

    An evaluation study of the development and test of a work-integrated e-learning course for dealing with official registers at the Swedish County Administration is presented and discussed. An evaluation model MOA-L was used as a frame of reference for the evaluation study, In this model especially the work situation, the work process and the quality of the service are focussed, when a new e-learning course is introduced. The use of the model contributed with an understanding of the norms and routines in the community of practice dealing with official registers. Further evaluation work is needed in order to examine effects of the individual learning on the organisational learning and work culture.

  • 17.
    Grundén, Kerstin
    University West, Department of Informatics and Mathematics.
    Arbetsintegrerat E-lärande vid länsstyrelsen: utvärdering av ett pilotprojekt avseende diarieföring i Diabas2003Report (Other academic)
  • 18.
    Grundén, Kerstin
    University West, Department of Economics and Informatics.
    Back-office Implementation of E-Government: A Learning Process2007In: Proceedings of the 7th European Conference on e-Government / [ed] Remenyi, 2007, p. 201-208Conference paper (Refereed)
    Abstract [en]

    An interview study of back-office aspects of eGovernment implementation at the County Administration of Sweden is analysed and reported. The aim of the interviews was to identify attitudes towards the implementation of eGoverment and competence development needs. The respondents were very aware of social aspects of eGovernment.  The implementation of eGovernment means a cultural change of attitudes, knowledge and competence for the personnel. Different perspectives from users and providers could be reasons behind neglecting social aspects. The respondents requested a bottom-up strategy of the implementation work. Participation of users in project work and thorough analysis of work culture, work routines before implementation could make focus of implementation work more relevant and make the implementation to a learning process for the users and increase their motivation. A web-based study circle focussing on eGovernment was developed and implemented in the organisation, as a consequence of the results from the interview study. A study circle could be one way of competence development stimulate development-oriented learning by the personnel (compared with adaptive learning). Competence development for eGovernment should be seen as process development where many educational initiatives could be combined in different blended learning situations.

     

  • 19.
    Grundén, Kerstin
    University West, Department of Economics and IT, Division of Computer Science and Informatics.
    Competence Development of E-Government: A Study Circle Approach2012In: Handbook for E-Government in Emerging Economies Adoption, Continuance usage, e-Participation, and legal frameworks / [ed] Bwalya, Kevin Joseph, Zulu, S. F., IGI Global , 2012, p. 591-604Chapter in book (Refereed)
    Abstract [en]

    Implementation of e-Government means cultural changes involving changes of attitudes and competences, apart from technological changes. There is a need for competence development of employees and citizens using relevant educational forms and pedagogical approaches. An interview study of a web-based course for issues related to implementation of e-Government is described and analysed. The course was developed with a study circle pedagogical approach. Interviews were made with eighteen respondents from different authorities, different geographical locations and different professional roles. The respondents were especially positive to the group discussions of the studied course. The discussions were relevant for support of behaviour changes and competence development related to implementation of e-Government. A study circle approach could be relevant in order to encourage development-oriented learning needed for implementation of e-Government. There is also a need for pedagogical learning of producers and organisers of web-based education in public organisation, in order to make them conscious about the importance of different pedagogical approaches for different education objectives.

                         

  • 20.
    Grundén, Kerstin
    University West, Department of Economics and IT, Division of Computer Science and Informatics.
    E-learning at work: Towards a participative approach2009In: E-Learning and Digital Media, ISSN 2042-7530, E-ISSN 2042-7530, Vol. 6, no 2, p. 206-220Article in journal (Refereed)
    Abstract [en]

    A case study focusing on learning outcomes from a web-based course and integration ofn new knowledge into work practices at the County Administration of Sweden is analysed. The study has a process-orientated longitudinal character combining different methodological approaches. The current work situation of the workers was studied using interviews. A questionnaire was distributed to the first hundred learners after they had passed the course. Telephone interviews were then made a month after the course. The respondents were more positive with respect to the usefulness of the course for their work immediately after completing the course, compared with their interview responses a month later. When they answered the questionnaire they also thought it was easier to get time for the course, than they indicated later in the telephone interviews. Likely reasons for this discrepancy are considered. The study shows the risk of obtaining inflated positive judgements of a course when the evaluation is made immediately following course completion. Instead, a processoriented evaluation is recommended, evaluating both the work situation before the course, the comprehension of the course immediately after the course has been passed, and evaluation a month after the course has been passed. Although a majority of the learners had an overall positive judgement of the course, about half of them had not applied the new knowledge to their work, a month after thecourse. A participative approach with discussions in local work groups before and after the course supported by local management, is proposed in order to facilitate integration of knowledge from the course into the work practices.

  • 21.
    Grundén, Kerstin
    University West, Department of Economics and IT, Division of Computer Science and Informatics.
    E-Learning Processes in Organisations2004In: Proceedings of ED-Media 2004 World Conference on Educational Multimedia, Hypermedia and Telecommunications / [ed] Cantoni, Lorenzo, McLoughlin, Catherine, 2004Conference paper (Refereed)
    Abstract [en]

    In this article two different types of e-learning processes in organisations are presented and discussed; adaptive and development-oriented learning. Both adaptive and development-oriented learning are seen as complementary. Two evaluation studies of IT-mediated learning illustrate these types of learning. Consciousness of these types of learning could lead to appropriate design of web-based courses and the organising of project work, supporting both organisational and individual learning processes.

  • 22.
    Grundén, Kerstin
    University West, Department of Economics and IT, Division of Computer Science and Informatics.
    Evaluation of Contact Centre Implementation in a Swedish Municipality with Focus on Social Aspects2010In: Proceedings of the 10th European Conference on e-Government / [ed] O’Donnell, David, Limerick: Academic Publishing International , 2010Conference paper (Refereed)
    Abstract [en]

    A case study of the implementation of a contact centre in a Swedish municipality was analysed and discussed. The MOA-E model was used as a theoretical frame of reference of the study. In the study mainly social consequences from the perspective of the employees were focussed. Semi-structured interviews were made with managers and employees at the contact centre and the governmental agencies. Negative attitudes from handling officers at governmental agencies affected were one of the most difficult problems to solve when the contact centre was implemented. Some reasons behind the negative attitudes were related to fears for loosing work tasks or even loose their jobs and to professionalization struggles. The management had their main focus on the employees at the contact centre during the implementation process compared with the professionals at the governmental agencies. A lack of management attention caused a feeling of inadequacy among some professionals at the governmental agencies. There is a need for more focus from management also on work aspects at the governmental agencies during the implementation process of the contact centre. The management need also to be more aware of social aspects affecting the implementation process. Increased user participation during the implementation could be a way to increase the motivation and lead to more positive attitudes.

     

  • 23.
    Grundén, Kerstin
    University West, Department of Economics and IT, Division of Computer Science and Informatics.
    Evaluation of eGovernment Implementation from a Social Perspective2008In: Proceedings of the 2nd European Conference on Information Management and Evaluation / [ed] Remenyi, Dan, Reading, UK: Academic Publishing Limited , 2008, p. 203-210Conference paper (Refereed)
    Abstract [en]

    An interview study focussing on experiences of the on-going implementation of eGovernment for the County Administration of Sweden is presented and discussed. The study was made during 2007 in the region of West Gotaland. Eighteen interviews were made with different personnel groups in the traffic and legal departments. The interviews especially focussed on experience of the implementation and social consequences of work situations, work processes and customer services. A new electronic system for dealing with official matters has been implemented at the legal authority. They have also implemented e-services for security guards and foundations. Implementation of e-services for drivers' licence applications was in progress at the traffic authority. According to the results some social consequences are benefits, such as fast, efficient treatment of e-services, facilitating the handling process from both a citizen's and an employee's perspective. But other aspects are barriers, such as risks for a more stressful job, and more impersonal, slow routines for manual applications from citizens and an increased schism among different user groups. Therefore, it is important to integrate knowledge about social aspects into implementation processes, in order to get more overall positive consequences for work situations, work processes and services to the client.

  • 24.
    Grundén, Kerstin
    University West, Department of Economics and Informatics.
    Evaluation of E-Learning at Work: Methodological Aspects2007In: Proceedings of the European Conference on Information Management and Evaluation / [ed] Remenyi, Dan, 2007, p. 189-198Conference paper (Refereed)
    Abstract [en]

    An internally developed web-based course (Diabas) at the County Administration of Sweden was analysed. The course focussed on dealing with official records in the organisation. The evaluation model MOA-L was used as a theoretical frame of reference and the use of the model was process-oriented. The current work situation was studied before the course. A questionnaire was distributed to the first hundred learners after they had passed the course. A phone interview was then made a month after they had passed the course. The main focus of the evaluation was the usefulness of the course, for the learners’ ordinary work. The respondents were more positive to the usefulness of the course when they answered the questionnaire compared with the phone interviews a month later. They also thought it was easier to get time for the course, when they answered the questionnaire, compared with answers from phone interviews. Probable reasons for this discrepancy are discussed. Some conclusions of the study are that traditional ways of carrying out course evaluations immediately after a course has been passed may not be relevant for evaluation of internal courses at work. The study shows the risk of more positive judgements of the course when the evaluation was made immediately after the course had been passed. Instead a process-oriented evaluation is recommended, evaluating both the work situation before the course, the comprehension of the course immediately after the course has been passed, and also evaluation about a month after the course has been passed in order to examine the relevance of the course for the learners ordinary work. Other important aspects that could affect attitudes towards the course are whether the participation in the course is voluntary or cogent, and whether the contents of the course is properly adjusted to the pre-knowledge level of the student.

  • 25.
    Grundén, Kerstin
    University West, Department of Economics and IT, Division of Computer Science and Informatics.
    Evaluation of e-Learning in Health Care: A Qualitative Approach2009In: World Conference on E-Learning in Corporate, Government, Healthcare, & Higher Education: E-Learn 2009 / [ed] Bastiaens, Theo, Dron, Jon, Xin, Cindy, 2009Conference paper (Refereed)
    Abstract [en]

    An interactive web-based course was studied with the aim to improve the behaviour of health care professionals when they interact with disabled patients. The course was offered to about 45.000 employees within the health care sector in a region of Sweden. According to a survey most respondents showed a positive attitude towards the course, but only four respondents had changed their behaviour towards disabled due to the course. A qualitative study was then made focussing on the reasons behind the fact that very few of the respondents changed their behaviour after the course, and what aspects did affect the total impact of the course. Aspects that influenced the total impact were engagement of management and co-ordinators, the relevance of the course contents for the work, the organisation of the studies, the aim and marketing of the course, time aspects, and the study form of the course.

     

  • 26.
    Grundén, Kerstin
    University West, Department of Economics and IT, Division of Computer Science and Informatics.
    Evaluation of the Development Process of a CSCW System for Health Care Planning2006In: Proceedings of the 13th European Conference on Information Technology Evaluation / [ed] Remenyi, Dan, Brown, Ann, 2006, p. 274-282Conference paper (Refereed)
    Abstract [en]

    In this article an evaluation study of the development and test of a CSCW system for health care planning, is reported. The system supports the co-operative health care planning process for hospital care, primary care and municipality organised care. A CSCW system often affect informal aspects of work, and the use of the evaluation model MOA-E contributed to explain the logics of a CSCW system focussing on both work situation of the individuals, work process and quality produced to the patients. The system development was criticised for taking too long time by the stakeholders. They did not seem to understand the special characteristics of developing a CSCW system compared with a more traditional system. The evaluation model contributed to explain for the long time used for developing the system. Interviews with test users focussed their experiences of the development process. Much time has been spent on analysis of the work routines in the development work in an iterative “learning by doing” process. This participate development work has served as a learning process for the participants. The participative development style seems to be relevant for CSCW systems, but is more time consuming compared with traditional systems development.

  • 27.
    Grundén, Kerstin
    University West, Department of Economics and IT, Division of Computer Science and Informatics.
    Evaluation of the Development Process of a CSCW System for Health Care Planning2008In: Communication in Dependability and Quality Management International Journal (CDQM), ISSN 1450-7196, Vol. 11, no 1, p. 87-97Article in journal (Refereed)
    Abstract [en]

    In this article an evaluation study of the development and test of a CSCW system for health care planning, is reported. The system supports the co-operative health care planning process for hospital care, primary care and municipality organised care. A CSCW system often affect informal aspects of work, and the use of the evaluation model MOA-E contributed to explain the logics of a CSCW system focussing on both work situation of the individuals, work process and quality produced to the patients. The system development was criticised for taking too long time by the stakeholders. They did not seem to understand the special characteristics of developing a CSCW system compared with a more traditional system. The evaluation model contributed to explain for the long time used for developing the system. Interviews with test users focussed their experiences of the development process. Much time has been spent on analysis of the work routines in the development work in an iterative “learning by doing” process. This participate development work has served as a learning process for the participants. The participative development style seems to be relevant for CSCW systems, but is more time consuming compared with traditional systems development.

     

  • 28.
    Grundén, Kerstin
    University West, Department of Economics and IT, Division of Computer Science and Informatics.
    Evaluation of the use of videoconferences for healthcare planning2001In: Health Informatics Journal, Vol. 7, no 2, p. 71-80Article in journal (Refereed)
    Abstract [en]

    The use of CSCW systems in general involves complex informal communication between many users at different geographical places. An evaluation strategy of such systems has to be complex and focussing especially on organisational and social aspects. The MOA-E evaluation model is used for the evaluation of the use of videoconferences for health care planning. The case study has a multi-method approach with the use of participated observation, interviews and questionnaire. If the patients are not healthy enough personnel meetings are found as more appropriate than videoconferences for health care planning. The case study could be seen as a “critical case” for the use of videoconferences for elderly persons. The MOA-E model has contributed to a comprehensive understanding of the case study.

  • 29.
    Grundén, Kerstin
    University West, Department of Economics and IT, Divison of Informatics.
    Implementation of a contact Centre in a Swedish Municipality2011In: Proceedings of the 11th European Conference on e-Government / [ed] Klun, Maja, Decman, Mitja and Jukic, Tina., Reading, UK: Academic Publishing Limited , 2011, p. 296-303Conference paper (Refereed)
    Abstract [en]

    Implementation of a contact centre (CC) in a Swedish municipality was analysed and discussed. Interviews were made with 16 respondents in different organizational units and positions. The implementation of CC was successful so far, but it will be a challenge to have continuous learning possibilities for the municipality guides, in order to avoid future monotonous work situations. There was an alternation between a top down and bottom up approach in the implementation work. There was even a need for increased focus on back-office and social aspects in the further implementation work. There was also a need to communicate personnel strategies related to the transfer of work tasks from the administrations and CC, in order to reduce anxiety and concerns about change of work situations for the handling officers. There were some problems with different mental images among the handling officers and the project management regarding the vision for the implementation.  There was also a need for more co-operation between the project team and the handling officers in order to have a more homogenous implementation process at the different units. Furthermore, there was a need for increased competence development education of the handling officers. E-learning combined with group discussions could be relevant educational forms.

  • 30.
    Grundén, Kerstin
    University West, Department of Economics and IT, Division of Computer Science and Informatics.
    Implementation of "Vision of E-Government 2007" at the County Administration of Sweden2005In: / [ed] Irani, Z., Elliman, T., Sarikas, O.D., London, England: Brunel University , 2005Conference paper (Refereed)
    Abstract [en]

    In this article a current interview study is presented and discussed. A vision of E-government was formulated by the County Administration of Sweden and should be implemented at the end of 2007. The interviews focus on knowledge and attitudes towards E-government of personnel in the organisation, before implementation. The respondents mainly had a positive attitude towards E-government, although they also mentioned some negative aspects. The results of the study indicate that the implementation of the vision of “E-Government 2007” need to focus more on information, attitudes, and work culture issues, than on pure technology issues. Web-based information and education could be used in flexible forms, such as study circles, for the work-integrated learning needed in the implementation process.

  • 31.
    Grundén, Kerstin
    University West, Department of Economics and IT, Divison of Informatics.
    Integration of e-learning outcomes into work processes2011In: Eleed. e-learning & education., Vol. 7Article in journal (Refereed)
    Abstract [en]

    Three case studies of in-house developed e-learning education in public organizations with different pedagogical approaches are used as a starting point for discussion regarding the implementation challenges of e-learning at work. The aim of this article is to contribute to the understanding of integrating mechanisms of e-learning outcomes into work processes in large, public organizations. The case studies were analyzed from a socio-cultural perspective using the MOA-model as a frame of reference. Although the pedagogical approaches for all of the cases seemed to be relevant and most of the learners showed overall positive attitudes towards the courses, there were problems with integration of the e-learning outcomes into work processes. There were deficiencies in the adaption of the course contents to the local educational needs. There was also a lack of adjusting the local work organization and work routines in order to facilitate the integration of the e-learning outcomes into the work processes. A lack of local management engagement affected the learners’ motivation negatively. Group discussions in local work groups facilitated the integration of the e-learning outcomes. Much of the difficulties of integrating e-learning outcomes into work processes in big organizations are related to the problems with adjusting centrally developed e-learning courses to local needs and a lack of co-operation among among the developers (often IT-professionals) and the Human Resources Department of the organizations.

  • 32.
    Grundén, Kerstin
    University West, Department of Economics and IT, Division of Computer Science and Informatics.
    Internal Digital Divide in Organizations2012In: E-Governance and Civic Engagement: Factors and Determinants of E-Democracy / [ed] Aroon Manoharan & Marc Holzer, Hershey, US: Information Science Reference, 2012, p. 235-250Chapter in book (Refereed)
    Abstract [en]

    In this chapter, internal digital divide problems in organizations are identified and discussed. A longitudinal case study focusing on the implementation of e-Government at a public organization in Sweden is used as a starting-point for the discussion. Although the general use of information and communication technology is very high in Sweden there are still problems with digital divide. Such problems could hamper the implementation process of e-Government. In the case study the older employees were especially stressed and had problems to renewing their competencies and adapting to new working situations due to the implementation of e-Government. Internal digital divide is however a complex phenomenon and involve aspects of learning, motivation, professionalization, management strategies and organizational culture. Some ways of bridging the internal digital divide problems are discussed. Soft systems methodology could be used for analysis and change of internal digital divide aspects involving a discussion with the concerned communities.

  • 33.
    Grundén, Kerstin
    University West, Department of Economics and Informatics.
    Is videoconference a useful tool for co-ordinated health care planning?: An evaluation study in progress2000In: Proceedings of the 23rd Information System Research Seminar in Scandinavia: Doing IT together / [ed] Svensson, Lars, Snis, Ulrika, Sörensen, Carsten, Fägerlind, Hanna, Lindroth, Thomas, Magnusson, Maria, Östlund, Christian, Uddevalla: Laboratorium for Interaction Technology University of Trollhättan Uddevalla , 2000, p. 1385-1400Conference paper (Refereed)
    Abstract [en]

    In this article, some initial results from an evaluation study of test work in progress with videoconferences for co-ordinated health care planning are reported and discussed. Two wards at the hospital of Alingsås in Sweden participate in the test, as well as some staff from the municipality of Vårgårda. The MOA-U model is used as an evaluation model. The patient perspective is especially focussed, but the experiences from the staff also are studied. Methods that are used in the evaluation work are participating observation, interviews and an inquiry.

  • 34.
    Grundén, Kerstin
    University West, Department of Economics and IT, Division of Computer Science and Informatics.
    MOA - An Evaluation Model for Implementation and Use of IT in Organizations2009In: Proocedings of the 3rd European Conference on Information Management and Evaluation (ECIME) / [ed] Remenyi, Dan, Reading, UK: Academic Publishing Limited , 2009, p. 187-194Conference paper (Refereed)
    Abstract [en]

    MOA is an evaluation model for implementation of IT in organisations, developed by the author. The model has been used for several evaluation studies, and has been slightly modified in order to be useful for different fields of informatics.  The MOA-E model has been used for case studies within the field of Computer-Supported Co-operative Work and implementation of e-Government. The MOA-L model has been used for case studies within the field of e-Learning at work for web-based internally developed courses. The MOA model has also been used as a scenario model (MOA-S). The basic model primarily focuses on the three different aspects work processes (from a management perspective), work situations (from the perspectives of the employees) and quality of services (or product) produced (from the perspective of the customers/clients or patients). The model has mainly been used in a process-oriented way, studying implementation and use at different stages of the development process. The aim of the paper is to describe the model and the main experiences from the use of the model. Some experiences from the use of the model are usefulness for many different fields of informatics and flexibility. The model combines simplicity and complexity in a flexible way. The focus on different perspectives of the model facilitates the design of technology, organisation (and education) leading to a “win-win”-scenario for the different interest groups, and also the evaluation of consequences for different interest groups.

  • 35.
    Grundén, Kerstin
    University West, Department of Economics and Informatics.
    MOA-E, An Evaluation Model for CSCW Systems2001In: Proceedings of the 24th Information Systems Research Seminar in Scandinavia / [ed] Björnestrand, Solveig, Moe, Richard, E., Mörch, Anders, I., Opdahl, Andreas, L., 2001, p. 631-644Conference paper (Refereed)
    Abstract [en]

    The use of CSCW systems in general involves complex informal communication between any users at different geographical places. An evaluation strategy of such systems has to be complex and focussing expecially on organisational and social aspects. The MOA-E evaluation modell is used for the evaluation of the use of videoconferences for health care planning. The case study has a multi-method approach with the use of participated observations, interviews and questionnaire. If the patients are not healthy enough personnel meetings are found as more appropriate than videoconferences for health care planning. The case study could be seen as a "critical case" for the use of videoconferences for elderly persons. The MOA-E model has contributed to a comprehensive understanding of the study.

  • 36.
    Grundén, Kerstin
    University West, Department of Economics and IT, Division of Computer Science and Informatics.
    MOA-S A Scenario Model for Integrating Work Organization Aspects into the Design Process of CSCW Systems2000In: IFIP TC WG8.2 International Working Conference on the Social and Organizational Perspective on Research and Practice in Information Technology / [ed] Baskerville, Richard, Stage, Jan, DeGross, Janice, I., ssachusetts, USA: Kluwer Academic Publishers , 2000, p. 409-428Conference paper (Refereed)
    Abstract [en]

    Scenarios using the MOA-S model is proposed as a method for discussion and design of the future work organisation of CSCW systems The CSCW technology has the potential to enable a flexible design of the organisation as it can be used for more flexible communication patterns than before. We still have, however, lack of methods for the design process of CSCW systems. A case study is presented of the development and test of a prototype in Lotus Notes for dealing with social insurance matters within the Swedish Social Insurance Board. The focus of the case study is on integration of work organisation aspects into the development process of CSCW systems. Different design of the technology and the organisation could affect the work organisation as well as efficiency and quality aspects.

     

  • 37.
    Grundén, Kerstin
    University West, Department of Economics and Informatics.
    Människa, organisation, ADB-system: Mot en människoorienterad syn på systemutveckling1992Doctoral thesis, monograph (Other academic)
    Abstract [en]

    The background for this thesis is the author's experience of working as a system analyst during the years 1975-1081. During this period, the system development work can be characterized as expert-oriented, very often leading to the construction of large, integrated EDP-systems. The social consequences of the computerization were unplanned and unforeseen. In the first part of this thesis different system development approaches are presented and analyzed. These approaches are "traditional system development", "socio-technically oriented system development (e g Mumford's ETHICS-model), "a perspective of different interest groups", and finally, "modern system development". These approaches are analyzed from a human-oriented perspective emphasizing the consequences of each tradition regarding possibilities to develop human resources in the work situation. In the second part of the thesis the human-oriented perspective (the MOA-perspective) and the MOA-model are developed. Leavitt's well-known model is taken as a departure for the construction of the MOA-model (MOA= Människa (Human Being), Organisation (Organization), ADB-system (EDP-system). The human-oriented perspective is primarily a theoretical perspective in the field of sociology.  Knowledge, mostly from literature studies, has been put together in a logical framework reflecting the interplay between the three levels of analysis "ideas of coordination and steering", "means for cooperation and steering" (e g EDP-systems and organization structure) and "possibilities of development in work for the employee's". The MOA-model illuminates this logic in a wider context of the enterprise. With the use of the MOA-perspective special parts of the MOA-model are focused upon. The theoretical starting-point has been the basis for the development of some practical applications: a structure for development of the enterprise, and a method for analyzing changes within work situations ("job analysis").

  • 38.
    Grundén, Kerstin
    University West, Department of Economics and IT, Division of Computer Science and Informatics.
    New Organizational Forms can Emerge when CSCW systems are Implemented in the Swedish Social Insurance Board1999In: Proceedings of the 22nd Information Systems research Seminar in Scandinavia: Enterprise Architectures for Virtual Organisations / [ed] Käköla, Timo, K., Jyväskylä, Finland: Jyväskylä University Printing House , 1999, p. 377-398Conference paper (Refereed)
    Abstract [en]

    The CSCW technology enables a flexible design of the organisation compared with the old technology. New organisation forms emerge that are flexible, boundless and process-oriented. In this article a case study is presented of the development and test of a prototype in Lotus Notes for dealing with social insurance matters within the Swedish Social Insurance Board. The focus of the case study is on integration of work organisation aspects into the development process of CSCW systems. The design of the technology and the organisation could affect the work organisation of the individual as well as efficiency and quality aspects. Scenarios are proposed as a technique for discussion and design of the future work organisation of CSCW systems.

  • 39.
    Grundén, Kerstin
    University West, Department of Economics and IT, Division of Computer Science and Informatics.
    Professionals and Learning in Organizations2004In: Proceedings of the International Conference on Intellectual Capital and Knowledge Management / [ed] Remenyi, Dan, 2004, p. 119-124Conference paper (Refereed)
    Abstract [en]

    Efficient IT-mediated learning processes are crucial for modern knowledge organisations. Two case studies from Swedish public organisations are presented. These case studies illustrate two different aspects of professional conflicts affecting the learning processes of the organisations. Such power struggles could prevent or delay the learning process an also affect co-operation and motivation. Power struggles among professionals in organisations are not enough noticed in modern theories about learning in organisations.

  • 40.
    Grundén, Kerstin
    University West, Department of Economics and IT, Division of Computer Science and Informatics.
    Reflection Meetings as a Method for Learning and Evaluation2004In: Proceedings of the 11th European Conference on Information Technology Evaluation / [ed] Remenyi, Dan, 2004, p. 169-174Conference paper (Refereed)
    Abstract [en]

    Reflection meetings were used as a method for learning and evaluation in the project County Academy at the County Administration of Sweden. An internal organisation for the administration of in-house education should be developed in the project. The project group consisted of both researchers and practitioners. The reflection meeting became an arena for ptoblem setting, analysis, reflection and evaluation. There were no pre-defined agendas for the meetings. The discussions often focused on different psychosocial aspects of the project. The discussions at the previous project meetings focused more on technical-oriented aspects.

  • 41.
    Grundén, Kerstin
    University West, Department of Economics and Informatics.
    Transparancy Aspects of eGovernment2006In: Proceedings of the 6th European Conference of e-Government / [ed] Remenyi, Dan, Reading, UK: Academic Conferences Limited , 2006, p. 197-204Conference paper (Refereed)
    Abstract [en]

    Implementations of eGovernment are criticised as being too focused on technical issues that lead to consequences such as user resistance. For example, a transparent problem analysis could contribute to define real problems and find proper solutions. Different professional competencies are needed in order to focus and analyse different aspects of problem situations. Traditional work culture and the competence of systems developers as well as professional territories towards other professionals could hinder cooperation in multi-professional teams.

     

  • 42.
    Grundén, Kerstin
    University West, Department of Economics and Informatics.
    Utvärdering av arbetsintegrerat e-lärande vid länsstyrelsen2004In: Arbetsintegrerat lärande / [ed] Theliander, Jan, Grundén, Kerstin, Mårdén, B., Thång, Per-Olof, Lund: Studentlitteratur , 2004, 1, p. 285-300Chapter in book (Other academic)
  • 43.
    Grundén, Kerstin
    et al.
    University West, Department of Economics and IT, Division of Computer Science and Informatics.
    Bernhard, Irene
    University West, Department of Economics and IT, Division of Media and Design.
    Implementation of a Contact Centre: a Local eGovernment Initiative2012In: Proceedings of the 12th European Conference of e-Government: ESADE Ramo Llull University Barcelona, Spain 14-15 June 2012 / [ed] Dr. Mila Gascó, Reading, UK: Academic Publishing International, 2012, p. 329-335Conference paper (Refereed)
    Abstract [en]

    Abstract: A case study of the implementation of a contact centre (CC) in a Swedish municipality was described and discussed. The implementation was an example of a local e-Government initiative. Seventeen employees at the municipality were interviewed. The initial implementation of the CC was done quickly, with a top-down approach. There were initial problems with negative attitudes towards the CC from the employees at the municipal departments. The new technology systems contributed to increased efficiency and to a more process-oriented organization. The CC was largely well-functioning, and many handling officers were relieved of work tasks related to the implementation of CC. There was a need for further competence development among the service handling officers at the CC. The number of incoming matters increased, related to the increased availability to citizens of municipal services.

  • 44.
    Grundén, Kerstin
    et al.
    University West, Department of Economics and IT, Divison of Informatics.
    Flensburg, Per
    University West, Department of Economics and IT, Divison of Informatics.
    Lessons learned from the development of an e-circle for munipalities2012In: Proceedings of World Conference on E-Learning in Corporate, Government, Healthcare, and Higher Education 2012 / [ed] T. Bastiaens & G. Marks, Chesapeake, VA: AACE , 2012, p. 577-585Conference paper (Refereed)
    Abstract [en]

    A case study is analyzed and lessons learned from the emergence of the Sambruk Academia for Swedish municipalities are discussed. The case study of an e-learning project was part of the Innoveta project, supporting and evaluating the establishment of contact centers in Swedish municipalities. An e-circle and video films were developed using Moodle as a Learning Management Systems. The main results were that it is important not to imitate successful solutions from other organizations, because of the different contexts and cultures. Instead good examples could be used in order to inspire, but there is a strong need of initial investigation and understanding of the learning cultures in the organizations, in order to develop e-learning courses that are relevant and used. It is also important to create a project group with members both from the organization and researchers, in order to have a mutual responsibility and understanding of the work.

  • 45.
    Grundén, Kerstin
    et al.
    University West, Department of Economics and IT, Division of Computer Science and Informatics.
    Frisk, Elisabeth
    The Electronic Journal of Information Systems Evaluation (EJISE): ECIME2009 Special2010Conference proceedings (editor) (Other academic)
  • 46.
    Grundén, Kerstin
    et al.
    University West, Department of Economics and IT.
    Lagrosen, Stefan
    Linnéuniversitetet.
    Social Media Marketing - A Win-win situation?2014In: Proceedings of the European Conference on Social Media, University of Brighton, UK 10-11 July 2014 / [ed] Rospigliosi, A. & Greener, S., Reading, UK, 2014, p. 201-207Conference paper (Refereed)
    Abstract [en]

    The use of social media for marketing has been increasingly popular recent years, but still there is a lack of research studies. In this article, social media marketing in six wellness companies in Sweden is focused using in-depth qualitative interviews as research method. The interviews are analysed according to the qualitative content analysis method. The evaluation model MOA-SM is used as a theoretical reference frame for the analysis of the consequences of social media marketing for the stakeholders. The analysis show that there is no simple win-win situation for the stakeholders. Instead management, marketers and customers could have different advantages, disadvantages as well as challenges using social media marketing. It is a challenge for management to organize work processes in a relevant way for social media marketing and to recruit staff with appropriate skills, as well as to ensure that their competences are developed in relevant ways. Social media could be integrated with other systems such as “the digital reception”, which makes the work more efficient and understandable, and could lead to increased productivity. The benefits of social media marketing are however often unclear and formulating goals of social media marketing as well as monitoring and evaluating the goals, are challenges for management. The work situation for the employees working with social media marketing has changed fundamentally. The work has become more stressful and demanding as a consequence of social media marketing, but the work could also be more meaningful due to the informal contacts with the customers. New competences are needed. The customers who use social media marketing could receive a more informal relationship with the company, and their views and attitudes could indirectly affect the services of the organization. They could participate in contests and sometimes receive lower prices for the services. Customers not using social media, do not have the same advantages.

     

  • 47.
    Grundén, Kerstin
    et al.
    University West, Department of Economics and IT.
    Lagrosen, Stefan
    Linnéuniversitetet.
    Social media marketing - An evaluation study in the wellness industry2013In: Proceedings of 7th European Conference on Information Management and Evaluation (ECIME 2013) / [ed] Lech, P. (ed.), Reading; UK, 2013, p. 51-57Conference paper (Refereed)
    Abstract [en]

    An evaluation study focusing the use of social media in six Swedish wellness companies is described and analysed. The study is a part of the research project “Efficient learning for quality in the wellness industry”. Social media have become increasingly popular the last few years, and are rapidly changing the ground for marketing activities. The field is however,  still immature, and there are hitherto very few studies focusing the actual use by service organizations and the efficiency and quality effects of the use of social media for marketing. The research method in this evaluation study is qualitative in-depth interviews carried out with employees responsible for the social media activities in the studied companies. The interviews are analysed according to contents analysis method. The main results are that the initiation of the use of social media in the organizations generally was started by an “enthusiast” in the organizations. The enthusiast could be very good at initiating the use, but it could be dangerous to rely on only one employee in the long run. However, most often the use is spread to more employees in the organizations after some time. The use of social media and the shift towards relationship marketing has affected the marketing profession substantially. According to the interviews the work of the respondents had been more hectic and difficult to plan due to fast technological changes and rapid feed-back from the customers. New skills and competencies are needed due to this change of the profession. There is also a need to develop clear policies regarding the use of social media by the employees. Unclear policies tend to contribute to misunderstandings and misbehaviour by some employees, such as confounding the private and professional use of social media, which could lead to negative consequences for the organization. According to the results most of the studied organizations express uncertainty concerning planning and evaluation of their use of social media for marketing. They also experience lack of time for this work. They argue that using social media for marketing is important; but the benefits are often unclear. Formulating and monitoring the goals, management could develop social media into powerful marketing tools which also contribute to the organization’s efficiency and quality. Developing skills and practices for this is a challenge as well as a potential.

     

  • 48.
    Lagrosen, Stefan
    et al.
    University West, Department of Economics and IT, Division of Business Administration.
    Grunden, Kerstin
    University West, Department of Economics and IT, Divison of Informatics.
    Social media marketing in the wellness industry2014In: The TQM Journal, ISSN 1754-2731, E-ISSN 1754-274X, Vol. 26, no 3, p. 253-260Article in journal (Refereed)
    Abstract [en]

    Purpose - The advent of social media is dramatically changing the way marketing communication is conducted. This paper reports a study regarding the use of social media in the wellness industry. This industry is competitive and utterly dependent on creating mutually beneficial relationships with customers. The purpose of this paper is to investigate the use of social media marketing in the wellness industry. Design/methodology/approach - Qualitative methods have been used. In-depth interviews have been carried out with marketing communication professionals in seven leading Swedish spa-hotels. The data from the interviews were analysed utilising the constant comparative method from the grounded theory approach. Findings - Dimensions describing the activities, challenges and results of social media in the hotels have been defined. The findings are related to service quality theory, in particular the service dominant logic of marketing (SDL), and a comprehensive framework is proposed. Research limitations/implications - The findings should be useful for the scientific understanding of the effects of social media in marketing. The study is based entirely on qualitative data. Practical implications - The results of the study should be useful for managers trying to market their offers effectively through social media. Originality/value - The connections between social media and the SDL has not previously been studied in the wellness industry and such studies in other industries are rare. © Emerald Group Publishing Limited.

  • 49.
    Lagrosen, Yvonne
    et al.
    University West, Department of Engineering Science, Division of Process and Product Development.
    Grundén, Kerstin
    University West, Department of Economics and IT, Divison of Informatics.
    Lind, Linda
    University West, Department of Economics and IT, Division of Business Administration.
    Lagrosen, Stefan
    University West, Department of Economics and IT, Division of Business Administration.
    Organisational learning and service quality for health and fitness entrepreneurs2011In: 4th Annual EuroMed Conference of theEuroMed Academy of Business: October 20th-21st, 2011, Elounda, Crete, Greece, 2011, p. 1037-1047Conference paper (Refereed)
    Abstract [en]

    This paper presents a study of learning, entrepreneurship and service quality in the health and fitness sector. The purpose is to outline the theoretical framework and to propose a methodological approach for the study. The theoretical basis for the project lies in the field of service dominant logic of marketing. One aim is to develop this field by integrating knowledge from organisational learning, entrepreneurship and quality management. Theories from those fields are presented and their relevance is discussed. On this basis, a methodology for an empirical study is proposed.

  • 50.
    Lagrosen, Yvonne
    et al.
    University West, Department of Engineering Science, Division of Mechanical Engineering.
    Grundén, Kerstin
    University West, Department of Economics and IT.
    Tosteby, Jonas
    University West, Department of Engineering Science.
    Exploring the OCN method as a means of organizational learning2012In: Exploring the OCN method as a means of organizational learning, 2012Conference paper (Refereed)
    Abstract [en]

    Purpose -. The aim of the paper is to examine whether the use of the OCN-method also leads to organizational learning. The studied organisations are one municipality (Lerum) in west Sweden and one nonprofit professional Swedish organization, the Swedish Association of Body workers.

     

    Methodology/approach - The empirical data are derived from two focus group interviews of selected employees having different functions in the studied organisations and one in-depth interviews. The interviews are analyzed in accordance with grounded theory.  We also examine which strengths and possibilities for improvements the OCN-method has regarding organisational learning.

     

    Findings -  The interview questions are semi-structured and examine the degree and type of learning that is created by using the OCN-method. Using open-ended questions is assumed to be well suited for research in new areas.  The findings from the interviews are related to the five disciplines of the learning organisation.

     

    Research limitation/implication- The empirical data is limited to two different kinds of organisations. It would be of general interest to examine whether the usage of the OCN-method also contributes to learning in organisations.   

     

    Orginality/value - The connection between the OCN -method (Open College Network) and the learning organisation is not very well examined.

     

12 1 - 50 of 51
CiteExportLink to result list
Permanent link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf