Resumo: Mídias digitais estão cada vez mais presentes no cotidiano do ser humano. Este fato contribui para que o volume de conteúdo gerado por usuário aumente consideravelmente. De um ponto de vista prático, as análises desses dados requerem diferentes perspectivas e métodos para se obter resultados satisfatórios. Essas análises podem subsidiar a tomada de decisão por gestores por meio da identificação de necessidades e problemas, guiando o processo de melhoria continuada de produtos e serviços. Diante disso, este trabalho propõe uma análise de reclamações postadas em uma plataforma online de reclamações, a fim de identificar pontos que orientem a tomada de decisões das empresas e, consequentemente, melhorar o relacionamento com clientes. Os resultados obtidos permitem a identificação de uma cadeia de problemas relacionados. A principal contribuição deste estudo está na provisão de uma abordagem que auxilia no planejamento estratégico de corporações, levando em consideração situações reportadas pelos consumidores.

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Energy Communities are finding their way into the local energy systems as new regulations surge. However, they often lack resources due to their limited size, and depend heavily on subsidies for providing competitive offerings. In parallel, new technologies support the development of smart services for the energy market and provide chances for increasing the competitiveness of energy communities. This paper utilizes the multi-criteria mapping (MCM) method to discuss with stakeholders from energy communities in Germany the relevance and priorities for realizing specific smart services. A general ranking, as well as four perspective-based rankings, are analyzed by discussing contrasts and uncertainties. The results provide relevant insights on potentials from each service and a basis for the design of new information systems and architectures for energy communities.

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Improving intellectual property (IP) literacy among small and medium-sized enterprises (SMEs) has lately been discussed as a means for improving IP culture within these companies. Diverse public and private actors have, therefore, developed some tools to improve IP awareness and literacy in small companies. We analysed existing tools, intending to create a better design of innovative and effective IP instruments. This study is considered an important step among the first phases of designing a new artefact. The analysis used criteria created with the support of the literature and features of the tools. We further present design recommendations for improving effectiveness of new platforms that would improve IP literacy. The final recommendations suggest that new tools should rely on customisation, interaction and reliability, and their development should be based on the criteria used in the analysis