A cross disciplinary approach to analyze the effects of digitalized service

implementation

Thècle ALIX, IMS-LAPS, Bordeaux David REYMOND, MICA-GRESIC, Bordeaux

 Research position  Sponsors and context  Issues in fieldwork  Case study: content production, method,

expected results  Conclusion

 Digital services (DS) replace prior services or allow innovation

 But:   DS must be settled on an inner manufacturing

process (Alter 08)   People replaced by a DS are often forgotten

during the quality process evaluation   We guess that they are a key in evaluation

 RAUDIN::Axis 3 research project (Feder N°31462, Regional Council of Aquitaine and University of Bordeaux 3)

 Objective: Define performance and quality indicators in web communication

 Fieldwork: universities websites

 Web Analytics (Audience)   Allows reports on web usages (from logs/hits)   Allows the measure of the Return On Investments   Allows the definition of the Behaviors of

“clients”   …

 But:   Limited on interpretation (only used by

webmaster)   Not applicable in evaluation performance of

information/communication by web media   No knowledge on what should change in content

production

  Status:   no way to infer on the organization of content

production and publication processes from the several audience measures that can be performed.

  Futhermore, only specific services, websites or content are measured independently from their inscription on the global organization processes

  Idea: Deal with the information production service of the organization

 What about the inner organizational people practices regarding the service?   Experience feedback?   Practices level depends on psychological items, skills,

and communication processes on the service.

 CMS’s as DS widely used  serve content production, increase quality

(metadata, W3C compliant), structure information, and decentralize production…

 are intrusive in the IS, prefilled content, flow control…

 should replace traditional flows from inner-users of the organization to web publication   Autonomy of users but constraints   Possibility to serve most needs but not alls

 no rules in re-engineering process

 Fieldwork : almost 2,000 expected users  Focus on the organization editing process:

1.  questionnaire to get a categorization of general web and profile kinds of web contribution

2.  interviews of actors attached to digital service, from different hierarchical level to observe the hierarchy inside the organization: from the operators using the service to the strategists, to appreciate the maturation of the interest of the service settled up

 Work in progress  First results expected in June

 MICA-GRESIC  UMR 5218 – IMS – Groupe productique LAPS  ENSC  LaBRI

Acknowledgements Feder N°31462, CR Aquitaine and University of Bordeaux 3