Don’t be afraid! Persuasive Practices in the Wild

Proceedings of the Annual Hawaii International Conference on System Sciences

2020

Self Cite

The need for qualified people to manage the digital transformation in public administration is tremendous. University curricula require adjustments to qualify graduates adequately. Business and engineering departments run practice-oriented university courses to tackle real-world digitalization challenges. In doing so, they shaped digital transformation in many companies. While potentially effective, such approaches remain rare in public administration teaching. It is unclear how to combine a contemporary, practice-oriented training approach towards digitalization with the contents of public administration curricula. The paper outlines the structure and methods employed in a course offered to public administration students at a German University. The preliminary evidence shows that the course was successful among students and practice-partners. Overall, the paper illustrates how public administration universities can contribute towards digital transformation by collaborating with municipalities and by empowering students to manage and drive digital transformation in the public sector.

Section: Unit 2: Trends and Developmentsmentioning

confidence: 99%

Facilitating Digital Transformation through Education: A Case Study in the Public Administration

Schenk

Proceedings of the Annual Hawaii International Conference on System Sciences

2020

Self Cite

“…Following the earlier research, we frame burglary prevention advisory services as persuasive encounters, i.e., ones that aim at changing advisee's behaviour or attitude (Dolata et al, 2016;Dolata and Schwabe, 2018). In persuasive service encounters, an effective process should consider the decisions to be taken after the advice, as well as the roles of the advisor and the advisee as a persuader and a persuadee.…”

Section: Service Encounter As Collaborative Problem Solvingmentioning

confidence: 99%

“…The advice may include suggestions to improve windows and doors with modern and specific technical solutions, install an alarm, redesign the environment or change behaviour of the residents and neighbours. The advisor often engages in persuasion to make their advisees address the recommendation without leaving gaps (Dolata et al, 2016;Dolata and Schwabe, 2018): the burglars are good at finding the weakest point.…”

Section: Preliminary Studies and The Design Of The Smartprotectormentioning

confidence: 99%

“…By now, the SmartProtector reached the maturity of a productive system and is used by the advisors in large areas of Germany and Switzerland in their daily work. A more detailed description of this artefact is provided by several other publications (Giesbrecht et al, 2015;Comes and Schwabe, 2016a;Dolata and Schwabe, 2018). .…”

Section: Preliminary Studies and The Design Of The Smartprotectormentioning

confidence: 99%

See 1 more Smart Citation

Translation and Adoption: Exploring Vocabulary Work in Expert-Layperson Encounters

Comput Supported Coop Work

Schwabe

2019

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An advisory service encounter brings together a domain expert with a layperson in a complex life situation. Because of the different backgrounds and expertise levels, the interlocutors and meanings is an essential part of advisory services and, generally, of expert-layperson collaboration. Establishing and maintaining a common lexicon is a specific and, at the same type, frequent type of collaborative work. Nevertheless, it remains unclear what efforts this collaborative work involves and what role collaborative IT applications play in this regard. A collaborative application can well support the maintenance of a common lexicon by providing a way to externalize terms or definitions. Or it can generate additional work by providing further terms and definitions to be incorporated in the common lexicon. That puzzle gets reflected in specific design dilemmas: should the system use expert or conventional terms, what is the source of the adequate terminology, to what extent should the system adapt to the individual lexical choices, etc. This manuscript explores the work involved in establishing and maintaining a common lexicon in advisory services between an expert and a layperson. In particular, it demonstrates how external material, a dedicated collaborative application developed for supporting advisory services, impacts the maintenance of a common lexicon. First, the manuscript depicts practices involved in translation and adoption of terminology from the system into the conversation. Second, it characterizes the system's impact on interlocutors' vocabulary. Overall, the study contributes to the discourse on expert-layperson collaboration by characterizing an important type of work, the vocabulary work, and by depicting the role of collaborative applications for this type of work.Abstract. An advisory service encounter brings together a domain expert with a layperson in a complex life situation. Because of the different backgrounds and expertise levels, the interlocutors require a common lexicon to guarantee for smooth collaboration. Consequently, the negotiation of terms and meanings is an essential part of advisory services and, generally, of expert-layperson collaboration. Establishing and maintaining a common lexicon is a specific and, at the same type, frequent type of collaborative work. Nevertheless, it remains unclear what efforts this collaborative work involves and what role collaborative IT applications play in this regard. A collaborative application can well support the maintenance of a common lexicon by providing a way to externalize terms or definitions. Or it can generate additional work by providing further terms and definitions to be incorporated in the common lexicon. That puzzle gets reflected in specific design dilemmas: should the system use expert or conventional terms, what is the source of the adequate terminology, to what extent should the system adapt to the individual lexical choices, etc. This manuscript explores the work involved in establishing and maintaining a common lexicon in advis...

“…However, automated processing and documentation bears chance to reduce the pre-and post-processing overhead for the advisors [5], and enhance the transparency and persuasiveness [6]- [8]. Consequently, researchers made significant effort to hide the computer and to integrate the automated processing as much as much as possible with existing practices [9], [10].…”

Section: Introductionmentioning

confidence: 99%

When a computer speaks institutional talk: Exploring challenges and potentials of virtual assistants in face-to-face advisory services

Proceedings of the Annual Hawaii International Conference on System Sciences

Kılıç

Schwabe

2019

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Advisory services are a highly sensitive form of collaboration: they rely on a clear distribution of roles between human participants who act according to an implicit set of practices and scripts. As such, they do not offer a specific role to a virtual assistant. At the same time, the technological improvements make the promise that institutional settings may be soon complemented with technology that allows for asking questions using natural speech, understands the context, and provides answers based on online processing of data. This article explores challenges and potentials of virtual assistants in advisory services while analyzing data from interviews and a workshop with clients and advisors from financial advisory services. It links the insights from the field with the institutional talk perspective. The findings unveil, that the concerns and hopes of potential users relate to their position and an implicit understanding of what an advisory service is about. This calls for careful and attentive design approach towards virtual assistants in advisory services.