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Learning Objectives
Understand the difference between the levels
of individual, work group, and organization.
Define and discuss individual-level systems.
Define and discuss work grouplevel systems.
Define and discuss organizational-level
systems.
Define and discuss inter-organizational-levelsystems.
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Copyright 2006 - John Wiley & Sons, Inc
Why study HCI?
To help make IS users more productive,
To help IS professionals develop moreusable and successful systems,
To enhance organizational effectiveness,
To provide researchers with cohesive andcumulative knowledge for theory building,and,
To apply this theoretical knowledge toenhance real information systems.
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Conceptos de Sistemas
Definicin de Sistema: Conjunto de elementos
interrelacionados para lograr un objetivo comn.
Los sistemas existen en el medio ambiente de forma
natural, mucho antes de existir el hombre, pero ha
sido hasta su aparicin y posterior organizacin para
desarrollar actividades que tienen que ver con
creaciones de l que se han desarrollado teoras
para poder crear nuevos sistemas, modificar los
existentes, mantener con vida los existentes, mejorarlos existentes.
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Clasificacin de los Sistemas
Naturales: Sistemas fsicos y
biolgicos.
Creados por el hombre: Sistemas
que crea para facilitar sus tareas.Abstractos
Tarea Humana
Por su
Comporta
-miento
Abiertos: Son aquellos que intercambian materiales, energa o
informacin con su medio ambiente. Pueden cerrarse: cortando
su relacin medio ambiente incluyendo la parte de relacin.
Cerrados: Sistemas que no interactan con su medio a. Solo
existen en teora.
Por su
Accin
Adaptables: Reaccionan ante los cambios del medio
ambiente tomando en cuenta la finalidad para la que fueron
diseados.
Inadaptables: No reaccionan a cambios
Por su origen
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Elementos de un sistema
Proceso: funcin de transformacin por medio de la cual los elementos de
entrada al sistema se convierten en elementos de salida.
Entrada: Elementos sobre los cuales se aplican los recursos con los que
cuenta el sistema.
Salida: Resultado o beneficio de la conversin obtenida de la aplicacin de los
recursos a los elementos de entrada.
Control: se relaciona con la naturaleza del sistema, son los elementos que les
permiten averiguar si trabajan dentro de sus estndares, de lo contrario toman
acciones correctivas. Estos elementos usan:
Un estndarpara lograr un desempeo aceptable.
Un mtodo para medir el desempeo actual.
Un medio para compararel desempeo actual contra el estndar.
Un mtodo de retroalimentacin
ENTRADA PROCESO SALIDA
CONTROL
RETROALIMENTACION
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Componentes de un sistema
Un elemento de un sistema se forma por
entidades, las cuales se relacionan y de esa
relacin surge la estructura del sistema.
Atributos: Son las caractersticas de cadauno de los elementos que conforman al
sistema
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Dato, Informacin, Conocimiento
Dato: Valor aislado que por si solo no expresada nada. Son los
valores almacenados en la realidad en la Base de Datos.
Informacin: Resultado de aplicarle una o mas operaciones
de procesamiento a un dato o conjunto de ellos. Es el
significado de los valores almacenados en la Base de Datosdesde el punto de vista de un usuario.
Conocimiento: Es la informacin a la cual se le han agregado
experiencias, sensaciones, etc.
Copyright 2006 - John Wiley & Sons, Inc
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Dr. Irma Becerra-Fernadez, FIU
Knowledge - Definitions
Two types of knowledge are tacitand explicit
Explicit knowledge can be expressed in
numbers and words and shared formally and
systematically in the form of data,
specifications, manuals, and the like)
Tacit knowledge includes insights, intuitions,and hunches, is difficult to express and
formalize, and therefore difficult to share
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Overview of types of systems [2]
Structured
decisionesNeed for
Information
Daily operations
DSS
MIS
TIS
TIS
High
Less
Less
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Categoras de los sistemas de
informacinCaractersticas
Sistema para procesamiento de
transacciones
(TIS)
Sustituye los procedimientos manuales por otros basados
en computadoras.
Trata con procesos de rutina bien estructurados.
Incluye aplicaciones para el mantenimiento de registros.
Sistema de informacinadministrativa
(MIS)
Proporciona la informacin que ser empleada en losprocesos de decisin administrativos.
Trata con el soporte de situaciones de decisin bien
estructuradas.
Es posible anticipar los requerimientos de informacin
ms comunes.
Sistema para el soporte dedecisiones
(DSS)
Proporciona informacin a los directivos que deben tomardecisiones sobre situaciones particulares.
Apoyan la toma de decisiones en circunstancias que no
estn bien estructuradas
Sistemas Expertos
(ES)
Un sistema experto es un sistema que emplea
conocimiento humano capturado en una computadora para
resolver problemas que ordinariamente requieren de
experiencia humana
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System classification by
organizational level
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Copyright 2006 - John Wiley & Sons, Inc
1. Individual Level Systems [1]
CustomersSelf Service
Ordering systems
Recruits
Resume self- service
Benefits enrollment
Office Support Staff
Document preparation systems
Data entry systems
Customer service systems
Knowledge Workers
Computer Assisted Design and
Manufacturing systems
Systems development environments
Middle Managers
Decision Support Systems
Executives
Decision Support Systems
Executive Support Systems
Office Support Staff
Document preparation systems
Data entry systems
Customer service systems
Knowledge Workers
Computer Assisted Design and
Manufacturing systems
Systems development environments
Middle Managers
Decision Support Systems
Executives
Decision Support Systems
Executive Support Systems
External Systems Internal Systems
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Copyright 2006 - John Wiley & Sons, Inc
1.1 Office Automation Systems [1]
Office Automation Systems: Systems
designed to automate and support the work
of white-collar support staff members.
Interface consistency is critical to the successof these systems.
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Copyright 2006 - John Wiley & Sons, Inc
Document Preparation Systems
Document Preparation Systems: Office
Automation systems that are designed to
support document preparation such as word
processors, presentation software,publication software, and others.
Examples: word processors, spreadsheets,
presentation and desktop publishing
software.
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Copyright 2006 - John Wiley & Sons, Inc
Document Preparation Systems (Multi-layer Model
task, semantic, syntactic, lexical)
Tasks
Create useful, meaningful, and aesthetically pleasingdocuments
Easy and accurate input
Management and output of unstructured data and somestructured data such as tables
Semantics and Syntactical
Documents or Files (open, save, print)
Blocks of text (cut, paste, copy, move, find)
Objects (pictures, tables, charts)
Tools (spell check, Thesaurus) Lexical
Menus
Dialog boxes
Message boxes
Icons
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Copyright 2006 - John Wiley & Sons, Inc
Document Preparation Systems
Figure 2.2 Screen shot of File Menu and text in Microsoft Word
Figure 2.3 Screen shot of Edit Menu in Microsoft Word
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Copyright 2006 - John Wiley & Sons, Inc
Individual Level Systems:
Data Entry Systems
Data Entry Systems: Systems used to
support the manual processes of data entry.
These systems are generally proprietary and
developed in-house specifically to accomplishdata entry tasks.
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Copyright 2006 - John Wiley & Sons, Inc
Data Entry Systems (TSSL)
Task:
to support entry of data
to give the user control
to eliminate redundant entries
support natural navigation of the screens Semantic:
save,
open,
update,
delete, create, and
append.
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Copyright 2006 - John Wiley & Sons, Inc
Syntactical:
Form fields: Labels,
Text-boxes,
Check boxes, List boxes,
Combo boxes,
Command buttons, etc.
Lexical:
Short-cut keys
Tab keys
Mouse clicks
Interfaces that are easy to read and easy to learn.
Data Entry Systems (TSSL)
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Copyright 2006 - John Wiley & Sons, Inc
Data Entry Systems
Figure 2.5 Screen Shot from a Self-serve Internet Order Form
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Copyright 2006 - John Wiley & Sons, Inc
Customer Account Management Systems
Customer Account Management Systems:
These systems support the management of
customer accounts. They may be purchased
as part of an off-the-shelf system.
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Copyright 2006 - John Wiley & Sons, Inc
Task:
transfer funds,
make payments,
check balances,
apply for new accounts, etc.
Semantic: Login
Retrieval of accounts
Payments
Transfers
Syntactical: Submitting a parameter (like an account number)
Retrieving information Lexical:
Mouse clicks
Keystrokes List selection
Customer Account Management
Systems (TSSL)
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1.2 Knowledge Work Systems
(KWS)
Single-user systems designed to support
knowledge creation activities.
Components:
Diagram support
Stress and capacity testing
Simulation
Prototyping tools KWS vary from domain to domain and/or task
to task
Copyright 2006 - John Wiley & Sons, Inc
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Knowledge workers perform three key roles that are critical to
the organization and to the managers who work within the
organization:
Keeping the organization current in knowledge
Serving as internal consultants regarding the areas of theirknowledge
Acting as change agents
Knowledge workers rely on traditional office systems but often
require highly specialized knowledge work systems with
powerful graphics, analytical tools, and communications anddocument management capabilities. These systems require
great computing power, access to external databases, easy-to-
use interfaces, and optimization for the specific tasks to be
performed.
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KWS components
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Examples of knowledge work systems
CAD/CAM systems: Computer-aided design (CAD) and
Computer-aided manufacturing (CAM) systems automate the
creation and revision of designs, using computers and
sophisticated graphics software. They provide engineers,
designers, and factory managers with precise manufacturing
control over industrial design and manufacturing
Virtual reality systems: These use interactive graphics
software to aid drug designers, architects, engineers, and
medical workers by presenting precise, three-dimensional
simulations of objects.
Investment workstations: These are high-end PCs used in the
financial sector to analyze trading situations instantaneously and
facilitate portfolio management.
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The Four Modes of Knowledge
Conversion [3]
Knowledge is created through the interaction
between tacit and explicit knowledge.
Nonaka identifies four possible modes:
socialization, externalization, combination,
and internalization
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The Four Modes of Knowledge
Conversion
Socialization Externalization
Internalization Combination
Tacit Knowledge To Explicit Knowledge (K)
Tacit K
From
Explicit K
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The Four Modes of Knowledge
Conversion
Externalization
Involves the expression of tacit K and its
conversion into comprehensible forms which
others can understand
Involves techniques that help to express
ideas or images as words, concepts, visuals,
or figurative language
Metaphors, analogies, narratives
T To Explicit Knowledge (K)
Tacit K
From
Explicit
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The Four Modes of Knowledge
Conversion
Combination
Involves converting explicit K into more
complex sets of explicit K.
Key issues are communication anddiffusion processes and the
systemization of K into a K system.
Computer databases
T To Explicit Knowledge (K)
Tacit K
From
Explicit
K
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The Four Modes of Knowledge
Conversion
Socialization
The sharing of tacit K between individuals,usually through joint activities rather than written
or verbal instructions.
Transferring ideas and images in an
apprenticeshipK is produced in a group setting through the
sharing of a common understanding.
Tacit Knowledge To Explicit
Tacit K
From
Explicit
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The Four Modes of Knowledge
Conversion
Internalization
The process of embodying explicit K
into ones self tacit K
Learning by doing, on-the-job training,learning by observation, and face-to-
face meetings
Tacit Knowledge To Explicit
Tacit From
Explicit
K
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Copyright 2006 - John Wiley & Sons, Inc
1.3 Decision Support Systems [1]
Decision Support Systems: Single-user
systems designed to support decision making.
DSS components include: database, model-
base and user interface. The user interfaceis critical to the success of a DSS.
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Graficamente [2]
Diversos
sistemas basados
en computadoras
Administracin
del modelo
Administracin
de datos
Administracin
del
conocimiento
Administracindel dialogo
Administracin
(Usuario)
Datos; Externos
e Internos
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Decision Support Systems (TSSL)
Tasks: Sales forecasting,
Resource allocation,
Scheduling,
Routing,
Cost minimization,
Profit maximization, etc. Semantic:
Problem definition,
Data selection,
Model selection,
Execution.
Syntactical: Tables
Mathematical functions
Lexical: Input - Q&A
Output - graphical format
Help
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Copyright 2006 - John Wiley & Sons, Inc
Decision Support Systems
Figure 2.8 Sales Forecasting
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Copyright 2006 - John Wiley & Sons, Inc
1.4 Executive Support Systems [1]
Executive Support Systems: Strategic
systems designed to support executives.
These systems give executives the capability
of viewing data from an aggregate level andthey allow drill down to the more detailed
level of data to help executives understand
the nature of the aggregate level of data.
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Graficamente [2]
Fuentes no
computacionales
EjecutivosOtras fuentes
computacionales
Executive Information System (EIS)Presentacin integrada y personalizada de:
Indicadores Clave
Estado y tendencias de la informacin
Excepciones
MIS
Bsquedas en el medio
ambiente
Bases de datos comerciales
y servicios de InformacinProcesamiento de
Transacciones
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Copyright 2006 - John Wiley & Sons, Inc
Executive Support Systems (TSSL)
Tasks: monitor the critical success factors
Semantic:
information retrieval
Find
Open Extract
Summarize etc.
Syntactical:
SQL (Structured Query Language) Predefined reports
Lexical: Natural language interface
Query-by-Example
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Copyright 2006 - John Wiley & Sons, Inc
Executive Support Systems
Figure 2.9 An ESS Interface
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Task Nature User Type System Organizational Concern Interface Focus
Routine,
repetitive,
Highly
structured
Office support staff Document
Preparation
Technology Acceptance
User Productivity
User Satisfaction
Document
Data entry staff or
Customer self-
entry via Internet
forms
Data Entry User Productivity
User Satisfaction
Flow
Trust
Technology acceptance
Data entry form
Customer service
representatives or
Customer self-
service via Internet
Customer
Account
Management
Technology acceptance
Trust
Motivation to use
Account
Intermittent,
Semi- or
unstructured
Upper or middle-
level managers
DecisionSupport
Systems
Technology acceptanceTrust
Motivation to use
Graphs and charts
Executive
Support
Systems
Technology acceptance
Trust
Motivation to use
Graphs Charts
Visualization
Table 2.1 Summary Table for Individual User Level
in the Organizational Context
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Copyright 2006 - John Wiley & Sons, Inc
2. Work Group Level Systems [1]
Work Group Level: Groups of people who
work together such as departments and
project teams.
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Copyright 2006 - John Wiley & Sons, Inc
2.1 Project Management Systems
(PMS) [1]
Project Management Systems: Systems
designed to support the management of
projects. These systems include
mechanisms for decomposing large tasks intosmaller, more manageable subtasks. They
also include modules that help to manage
resources including time, labor, and money.
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Copyright 2006 - John Wiley & Sons, Inc
Tasks:
Manage Time,
Cost,
Resources, etc.
Semantic: Activities,
Durations,
Dependencies,
Work break down structures.
Syntactical: Rules
Cells
Lexical:
Similar to a spreadsheet.
Project Management Systems (TSSL)
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Copyright 2006 - John Wiley & Sons, Inc
Project Management Systems
Figure 2.10 GANTT CHART and Work Breakdown Structure
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Copyright 2006 - John Wiley & Sons, Inc
2.2 Work Flow Management
Systems [1]
Work Flow Systems: Systems that are
designed to manage the flow of work. These
systems include routing information (the path
that work follows from person-to-person ordepartment-to-department). Other
components of work flow systems include
version control and work specification.
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Work Flow Management Systems (TSSL)
Tasks: Discrete activities
Computer operations
Rules
Semantic: Workflow type definition Activity
Transition conditions
Invoked application
Syntactical: Symbols
Terms
Lexical: Selection (drag and drop)
Build diagrams
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Work Flow Management Systems
Figure 2.13 Work flow diagram chart.
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Copyright 2006 - John Wiley & Sons, Inc
2.3 Group Support Systems (GSS) [1]
Group Support Systems: Systems designed
to support group processes including:
decision making, communication, meetings,
document control, calendaring, and others.
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Group Support Systems (GSS) Summary Table
Tasks Duration User type
Technical
staff
System
Work Flow
Systems
Organizational
Concern
Shared
Workspace
Interface
Focus
Tasks
Flow diagrams
ProjectManagement Ad hoc User reps ProjectManagement
Systems
GroupSatisfaction,
Coordination,
Leadership,
Motivation
WorkBreakdown
Structures
Gantt charts
PERT charts
Managerial
Strategic
Decision
Making
On-going Managers Group
SupportSystems
Coordination,
Anonymity,
Leadership
Graphs
Charts
Organization
Charts
Table 2.2 Summary Table of Work Group Level in the Organizational Context
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Copyright 2006 - John Wiley & Sons, Inc
3. Organizational Level Systems [1]
Organizational Level: These systems are
designed to support the entire organizational
entity and include communications, personnel
management, and organizational learning.
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Copyright 2006 - John Wiley & Sons, Inc
3.1 Communication Systems [1]
Enterprise Communication Systems:
Systems designed to support enterprise-level
communications including email systems and
conferencing systems.
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Copyright 2006 - John Wiley & Sons, Inc
Communication Systems
Task: Messaging
Threaded discussions
Chatting
Asynchronous communication
Calendar-related functions
Semantic: Send
Open
Reply
Organize
Delete, etc.
Syntactical: time and/or date related
Lexical: Mouse-clicks
Keystrokes
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Communication Systems
Figure 2.15 Screen for Outlook Calendar.
3 2 E t i R Pl i
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Copyright 2006 - John Wiley & Sons, Inc
3.2 Enterprise Resource Planning
(ERP) [1]
Enterprise Resource Planning (ERP)
Systems: Systems designed to support all
the functions and activities of an organization
including marketing, production management,order fulfillment, accounting, personnel
management, and financial management.
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Copyright 2006 - John Wiley & Sons, Inc
Customer relationship management (CRM)
systems enable organizations to better serve
their customers via software in contrast to
customer service systems (mentionedabove). The term CRMcan be used to
describe either the software itself or the
whole business strategy.
3.3 Customer Relationship Management
(CRM) [1]
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Copyright 2006 - John Wiley & Sons, Inc
CRM
Figure 2.16 Customer recommendations from eGourmet.
Table 2 3 S mmar of Organi ational Le els
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User Type System OrganizationalConsiderations InterfaceFocus
Communication
All levels
and types
of users
systems
and document
management
systems
Communication
effectiveness
Anthonys pyramid
E-mails
Documents
Calendars
Personnel
management
Intranet
human
resource
portal
Locus of control
Forms
Announcements
Policies
Organizational
learning
E-training Organizational learningTraining
modules
Functional
systemsERP
Organizational
effectiveness and
efficiency
Reports and
data retrieval
Extra-
organizationalCRM
Revenue generation and
customer service
Customer
service
Table 2.3 Summary of Organizational Levels
in the Organizational Context
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Copyright 2006 - John Wiley & Sons, Inc
4. Inter-organizational Systems [1]
Inter-organizational systems are those
systems that link companies with external
organizations (not individual customers).
Usually this link is a B2B (business-to-business) link between suppliers and
business customers.
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Copyright 2006 - John Wiley & Sons, Inc
Supply Chain Management Systems
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Summary
This chapter is structured around four levels
of information systems: the individual, the
work group, the entire organization, and the
inter-organizational level.At each level, various systems that support
the level are presented along with the four
levels of HCI (task, semantic, syntactic, and
lexical).