In this paper, we examine the process of technical support work and the role of knowledge in enhancing the productivity of such work. We develop the concepts of problem-solving tasks and moves to describe technical support work, while using call resolution time and problem escalation as measures of productivity. Using hierarchical log-linear modeling, we establish the link between problem-solving moves and productivity. We find that the mix of moves exercised in technical support strongly depends on the formulation of tasks by those requesting support. Because the formulation of tasks is performed by users, knowledge management initiatives must target users as well as support providers to have the desired impact on productivity.Technical Support, Call Center, Diagnostic Problem Solving, Distributed Cognition, Knowledge Management, Log-Linear Modeling

This paper presents a model of the drivers of e-government maturity. We differentiate "maturity" from "readiness" on the basis that the former refers to demonstrated behavior, while the latter provides an idea of a country's potential to achieve e-government, and argue that maturity is a more accurate measure of a country's realized progress. We investigate the prevalence of affluent countries in many e-government rankings using a model where the relationship between GDP and e-government maturity is mediated by ICT infrastructure, human capital, and governance. Using data from authoritative sources, we find that most of the positive influence of GDP on e-government maturity occurs through ICT infrastructure. More mature e-government, however, does not necessarily reflect better governance; in fact our data show a weak but significant negative relationship between e-government maturity and the quality of governance. We suggest plausible explanations for these findings and how the future evolution of egovernment might change the observed relationships.

We assembled a panel data set for the period 2002-2008 and fitted a mixed-effects regression model to study how the maturity of e-Government around the globe was influenced by changing levels of affluence, information communication technology (ICT) infrastructure, human capital, and governance. We found that e-Government matured faster with rising affluence (in terms of gross domestic product (GDP) per capita) and improvements in ICT infrastructure. Human capital and the quality of governance had no significant effect on e-Government maturity. The results suggest that a high level of e-Government maturity can be attained purely through investment in ICT infrastructure, without substantial changes to human capital or governance.

Certain nano-materials are known to have plant growth promoting effects, which could find applications in agriculture.

Oxidative stress is a condition when the concentration of free radicals and reactive molecular species rise above certain level in living systems. This condition not only perturbs the normal physiology of the system but also has been implicated in many diseases in humans and other animals. Hydrogen peroxide (H2O2) is known to be involved in induction of oxidative stress and has also been linked to a variety of ailments such as inflammation, rheumatoid arthritis, diabetes, and cancer in humans. It is one of the more stable reactive molecular species present in living systems. Because of its stability and links with various diseases, sensing the level of H2O2 can be of great help in diagnosing these diseases, thereby easing disease management and amelioration. Nanoceria is a potent candidate in free radical scavenging as well as sensing because of its unique redox properties. These properties have been exploited, in the reported work, to sense and quantify peroxide levels. Nanoceria has been synthesized using different capping agents: Hexamethylene-tetra-amine (HMTA) and fructose. CeO2-HMTA show rhombohedral and cubic 6.4 nm particles whereas CeO2-fructose are found to be spherical with average particle diameter size 5.8 nm. CeO2-HMTA, due to the better exposure of the active (200) and (220) planes relative to (111) plane, exhibits superior electrocatalytic activity toward H2O2 reduction. Amperometric responses were measured by increasing H2O2 concentration. The authors observed a sensitivity of 21.13 and 9.6 μA cm(-2) mM(-1) for CeO2-HMTA and CeO2-fructose, respectively. The response time of 4.8 and 6.5 s was observed for CeO2-HMTA and CeO2-fructose, respectively. The limit of detection is as low as 0.6 and 2.0 μM at S/N ratio 3 for CeO2-HMTA and CeO2-fructose, respectively. Ceria-HMTA was further tested for its antioxidant activity in an animal cell line in vitro and the results confirmed its activity.

Purpose – This paper aims to report on the information security behaviors of smartphone users in an affluent economy of the Middle East. Design/methodology/approach – A model based on prior research, synthesized from a thorough literature review, is tested using survey data from 500 smartphone users representing three major mobile operating systems. Findings – The overall level of security behaviors is low. Regression coefficients indicate that the efficacy of security measures and the cost of adopting them are the main factors influencing smartphone security behaviors. At present, smartphone users are more worried about malware and data leakage than targeted information theft. Research limitations/implications – Threats and counter-measures co-evolve over time, and our findings, which describe the state of smartphone security at the current time, will need to be updated in the future. Practical implications – Measures to improve security practices of smartphone users are needed urgently. The findings indicate that such measures should be broadly effective and relatively costless for users to implement. Social implications – Personal smartphones are joining enterprise networks through the acceptance of Bring-Your-Own-Device computing. Users’ laxity about smartphone security thus puts organizations at risk. Originality/value – The paper highlights the key factors influencing smartphone security and compares the situation for the three leading operating systems in the smartphone market.

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SrFeO3−δ has been earlier reported to exhibit a large area-specific resistance even though it possesses high mixed ionic–electronic conductivity both in oxidizing and reducing conditions. The present study clarifies this aspect and investigates the defect chemistry and electrochemical performance correlations in SrFeO3−δ for the possible use as a symmetric electrode in solid oxide fuel cells. A conventional solid-state reaction method is adopted for powder synthesis. Structural characterization indicates an orthorhombic perovskite phase formation with a δ of 0.21. High dc electrical conductivities of ∼114.9 and 0.26 S·cm–1 are observed at 800 °C in air and reducing conditions, respectively. The area-specific resistance (ASR) for the SrFeO3−δ electrode is measured in a symmetrical half-cell configuration under various gas environments. At 800 °C, SrFeO3−δ offered low ASRs of 0.082, 0.055, and 0.122 Ω·cm2 in air, oxygen, and 3% H2O/H2, respectively. Although the ASR possesses excellent temporal stability in an oxidizing atmosphere, it increases to 0.42 Ω·cm2 after 100 h in reducing conditions owing to the brownmillerite phase formation. The redox cycling performance is also affected with the ASR rising from 0.13 to 0.24 Ω·cm2 at 800 °C in 3% H2O/H2 after 20 cycles. A maximum power density of 202 mW·cm−2 is achieved from the electrolyte-supported symmetric single cell based on the SrFeO3−δ electrodes at 800 °C. The results demonstrate the viability of using a SrFeO3−δ -based electrode for symmetrical solid oxide fuel cells.