telecommunication

Telecommunication

Communication protocol (16)
Computer networks (13509)
Data transfer rates (147)
Fax (117)
Global network (69)
Intercom (1)
Mobile telecommunications technology (202)
Offline (125)
Telecommunication (942)
Telecommunications companies (18)
Teleconference (4)
Telephone (2221)
Telephone companies (229)
Text messaging (4)
Videoteleconference (24)

1 1. 2. Computer sciences, the Internet and mass media...7 1. 2. 1. Example of applying environmental principles...

Open Innovation 2. 0. Living Labs (or any open innovation ecosystem) interlinked with other same-minded sites can be very powerful drivers for large-scale solutions engaging all stakeholders.

Advertisement-based business models empowered by Internet make customers unhappy with what they have and push them to buy something newer and better right now (consumerism).

Architecture Design Project project for designing a new generation computer network architecture supported by the National Institute of Information and Communications technology (NICT) of Japan ANR:

Cisco systems. Available at: http://www. cisco. com/CRM: Customer Relation Management CSR: Corporate Social Responsibility EC:

Organization conducting studies in the field of broadcasting and telecommunications. Available at: http://www. idate. org INRETS:

Today, a few non-governmental organizations (NGOS) are trying to draw the attention of consumers on the possible harmful effects of genetically modified organisms (GMOS), cell phone antennas and nanotechnologies.

Although many companies display their initiatives on their corporate websites only a few are seriously practicing it.

The Google business model based on advertisements generates intellectual and visual pollution and is an important theft of time time to find how to close the advertisement window

and later the Internet, shortened distances between places and people, created new opportunities for businesses,

The invention of the computer and the quick development of computer science has had a very significant impact on our lives. 1. 2. Computer science, the Internet and mass media Computers

multimedia and the Internet have conquered all the categories of users. The smartphones have became powerful computers in our pocket/hands.

The Internet has opened the highway to the world of information and knowledge, amplified commerce, offered distance learning to all,

helped people to communicate and become clever in communication in order to become leaders. People share their knowledge through Wikipedia, blogs and social networks.

Advertisers have understood the advantages of this tool and all the services it provides very quickly. Every click and like is tracked

The Internet and Web 2. 0 services may have created a lot of opportunities, but they have opened also a highway for cyber-criminality.

Social networks may be used to build or destroy reputations. Influence on behavior from bad to good is one of the most important challenges of the 21st Century;

smithsonian. com) The satellites and the spread of the Internet and mobile devices, smartphones and tablets have led to a veritable deluge of data, further accelerating the move toward the Internet of things.

The topics of Digiworld 2013 were connected objects, video as a service, digital malls and digital money, smart city and digital living, future Internet and games.

The Future Internet focuses on new network architectures and more useroriented services. Among the objectives are:

machine to machine-machine (M2m) communication and Internet-enabled innovation. We could hope for a disruptive innovation, for example biometrics instead of logging and password,

According to Google Product Manager, their undersea fiber optical cable system needs extra protection because of shark attacks.

For that, Google cables are being wrapped in Kevlar-like material to prevent shark bites from damaging the line.

3 http://www. digiworldsummit. com. 10 The Innovation Biosphere Google has evolved from search engine to many other services related to data collected from users

but their ethics should be reviewed it is impossible to see a video on Youtube without losing 30 s,

as well as various comparators working for companies that pay for the number of clicks on their websites;

Social networks, especially Facebook, are another contributor to big data. All these data are stored in data centers that must be powered and cooled.

The first European data center of Facebook was established in Luleå, Sweden. Figure 1. 3 presents its energetic architecture.

Figure 1. 3. Facebook Luleå data center, Sweden This provides Facebook center local job creation and impacts the regional economy.

Concerning the environmental aspects they mention the Innovation Landscape and Fields 11 availability of cheap,

For cooling, Facebook has developed its own technology. This center reuses the know-how and technology of Prineville, Oregon.

Another ethic of publishing on Facebook may considerably decrease the need for big data. Google are said to use 50%less energy than the typical data center.

Designed to best use the natural environment and conditions, they use outside air and sea water in cold climates (Hamina,

Google also developed a machine-learning algorithm (artificial intelligence (AI)) that learns from operational data to model plant performance

data center calories are recovered now to heat offices at the site. The new modular outsourcing center opened in 2013 is targeting a high level of energy efficiency.

if all U s. business users shifted their email, productivity software, and CRM software to the cloud, the primary energy footprint of these software applications might be reduced by as much as 87,

NOTE. this study was sponsored by Google offering cloud services. We can certainly improve these results

The continuous improvement of electronic equipment, such as computers, mobile phones, TV, in-car electronics, cameras and game consoles, led to reduce the power consumption

According to scientific studies5, our cell phones may cause brain tumors. Today, cell phones, tablets, consoles and other devices are in the living room;

this second screen is said to be necessary. Many are playing for hours on these devices.

Addiction to cell phones CIS 14, games and social networks is rampant in Generations Y and Z. The workers from Generation Y use three screens.

Social networks, in particular Facebook, as well as online games, have a strong impact on the culture of communication

on the Internet, may seriously influence the young and less young players. Another consequence may be obesity because of the lack of physical activity.

Our smartphones and tablets are manufactured from parts made in the Far east that are transported then thousands of kilometers into the countries buying them.

Some of the smartphones'companies, such as Nokia and Sony, are collecting obsolete devices from the users.

or telephone equipment that are not yet at the end of their lifecycle. 5 http://www. cancer. gov/cancertopics/factsheet/Risk/cellphones.

The fact that Google bought the drones-maker Titan Aerospace is not insignificant. Drones also serve a military purpose that targets people, not always terrorists.

for example tracking the user of a smartphone to suggest they buy or visit objects available in their area.

Smartphones and future devices embedded with machine-learning techniques will learn from real-time Innovation Landscape and Fields 21 interactions with the user and not from navigation (too many errors) or a published profile only.

the fire department or dispatching a response team to the emergency site. Camera records are analyzed to identify the offenders.

Its popularity has been increasing greatly in recent years due to much higher affordability and simplicity through smartphone and tablet connectivity.

The Internet of things facilitates taking control of all connected objects from outside using a smartphone. The challenge for companies is to install this automation in every home

Service providers via the Internet, such as railways and others, change their user's interface, without asking them;

The users of Microsoft, Google, Ecosia and others have to set a search language, which will limit the results of search to the chosen language.

Internet has facilitated the exchange of medical data and experiences. Health care practices are supported now by electronic processes and communication (ehealth.

The Internet's quick access to the patients'data is useful in an emergency, but it may also be used maliciously.

although this is not clearly mentioned in their website. 16 http://www. wisecity. hk/project. Innovation Landscape and Fields 41 1. 7. Tourism and business travel

The ICT offers a very good quality of videoconferencing and other distance communication tools, but paradoxically, it has decreased not the business travels.

For example, French scientists have studied the influence of the smartphone on the human brain over a period of 5 years

from a local market to the global one; from sustainable products to planned obsolescence and we thereby created new problems to solve.

A plethora of services were born due to the Internet and smartphone. Technologyempowered communication, television (TV), cinema, video games, writing and creation of other cultural assets changed the need for skills.

m-learning (mobile) and e-commerce work is becoming e-work and m-work. The first and second industrial revolution paradigm is no longer valid,

/2 http://www. millau-viaduc-tourisme. co. uk/.3 http://en. wikipedia. org/wiki/Pay per click. 52 The Innovation Biosphere for success?

however, the sectors of tertiary, such as entertainment, telecommunication services, cinema, creative and cultural industry, health, tourism, restaurants, banking and insurance, are concerned also with innovation involving knowledge about clients BEY 13.

However, their Website does not publish how many successful matches and long-term collaborations were initiated through this event.

Google recently announced their diagnostic system using nanotechnology inside the human body for early detection of diseases.

limited to professional software, organizational Website, Intranet, social network and office tools. Often, the management of cultural aspects is limited to diversity management (mandatory),

because this Environment Social Culture Technology=social networks Economy Environment Social Culture Technology Economy Innovation Ecosystems 69 element is evaluated not for ranking

Elements of knowledge are found in electronic and paper documents, on the Web, in different computers and other mobile devices, in Clouds, in design, decision and diagnostics support systems as well.

Mobile phone transmitters are pointed also out as a potential cause of Cancer cell phones emit radio frequency energy,

which can be absorbed by tissues closest to where the phone is held. The amount of radio frequency energy that a cell phone user is exposed to depends on the technology of the phone

the distance between the phone's antenna and the user, the extent and type of use,

and the user's distance from cell phone towers. According to the National Cancer Institute, studies thus far have not shown a consistent link between cell phone use and cancers of the brain, nerves,

or other tissues of the head or neck. More research is needed because cell phone technology

and how people use cell phones have been changing rapidly 11. In some cases, a sophisticated simulation system based on the collection of multidisciplinary knowledge may help understand the impact and consequences.

A distinction between an useful innovation and one that simply allows one to make money could help us better. 11 http://www. cancer. gov/cancertopics/factsheet/Risk/cellphones.

Another potential barrier is the lack of social appropriation by potential users and the fear of novelty. iphone,

Washing machines, refrigerators, vacuum cleaners, computers, smartphones and many others were accepted immediately. While three-dimensional (3d printer is extremely useful for prototyping, quickly providing spare parts,

This communication is practiced mostly in professional social networks used to evaluate the person who talks instead of creating synergies

health, buying behaviors in the Google or Facebook servers without any possibility to control them by tracked persons?

What are the current challenges that can be faced by innovation? 3 Challenges and Innovation Policies 3. 1. Challenges for the next decades Despite the extraordinary advancement of technology and apparent improvement of human's condition, the world is still facing many serious challenges

Supermarkets are offering services of mobile phone payement. To avoid the long lines, shoppers can just scan barcodes of the items they are picking out

These challenges should be addressed by applicants to various calls published on the website of the Agency.

Their global network of problem solvers and cloud-based innovation management platform help their clients in quick matching of offer and demand.

and Earth science data recently made available on the Open NASA Earth Exchange (Opennex) platform on Amazon web services (AWS) in new and creative ways;

the Appendix on French Policy was elaborated by the UK consultant who gathered available information on the web without checking the real situation in service innovation policy.

Challenges and Innovation Policies 101 A large amount of documents on innovation policy are available on the website of the EU;

Including 5 http://i3s. ec. europa. eu/commitment/39. html. 6 http://www. knowledge4innovation. eu/.106 The Innovation Biosphere the Internet,

Providing fast and ultrafast Internet to match world leaders such as South korea and Japan, Europe needs download rates of 30 Mbps for all of its citizens and at least 50%of European households subscribing to the Internet connections above 100 Mbps by 2020;

2) providing new public digital service infrastructures through Connecting Europe Facility financial instruments; 3) launching Grand Coalition on Digital Skills and Jobs (in IT) in the face of a critical shortfall of talented ICT experts.

Future Internet Research and Experimentation Development research programs have been funded by the EU to foster research on the future developments of the Internet architecture, technology and services.

tools supporting collaborative business models and social network applications; technologies ensuring the robustness and security of the networks, managing identities,

The Future Internet Initiatives and activities are grouped in the EC portal http://www. future-internet. eu. 108 The Innovation Biosphere 3. 3. 1. 4. European Open Innovation Strategy

and enable social networking among innovators and the communities they serve OPE 14. Challenges and Innovation Policies 111 This statement does not take into account the necessary conditions to influence such collaborations,

The EU website offers a who is who facility9. The search engine facilitates consulting in three ways:

Their offer relies on CDMA6 mobile phone voice and data communication, primarily via Verizon Wireless in the United states and Bell Mobility in Canada,

such as the vast digital systems and man machine interactions that are made possible by the Internet.

and covers biology and medicine, social sciences and humanities, energy and transport, environment and society, IT and telecommunications,

there are four on smart cities, two on the Future Internet, two involving crossborder and cross-sector collaboration, two on user-centered design, one on big data,

and Future Internet Technologies to address the sustainability issues of a city and blends technological and social innovation.

Its objective was to deploy convergent Future Internet platforms and services for the promotion of sustainable lifestyles in and across emergent networks of smart peripheral cities in Europe

Its Open Service Convergence Platform, an Internet by and for the People, extends and enhances the Save Energy project's Social Information Architecture, integrating key new components sensor networks, real-time 3d and mobile location-based services with the Future Internet

(FI) paradigms of Internet of things, Internet of Services and Internet of People. It defines five Arenas specific urban spaces:

Smart Neighborhood: where media-based social interaction occurs; 8 http://www. openlivinglabs. eu/.9 http://www. peripheria. eu. Experimentations and Results 139 Smart Street:

and therefore enhance the sharing of live subjective interpretations with Semiotic Web, which is the Web of signs rather than the Web of objective things,

i e. the Semantic web. Experimentations and Results 141 Figure 4. 2. Instrumental e-learning service codesigned on a Creativity Platform CON 12 This project reuses the experience from previous Vibrant FP7 program

(http://vbrant. eu) supporting the development of virtual research communities involved in biodiversity science for managing biodiversity data on the Web using biologists and computer scientists.

The Open Living Lab Knowledge Centre has been opened to share knowledge and experiences among developers researchers and other stakeholders of the living labs. Enoll members meet on a regular basis and continue to collaborate,

The DG Environment website offers access to the base of Good Practice. As usual, the access to this base follows the traditional IT logic access by area,

Some companies such as Bouygues telecom organize Open Days to show their innovations and get feedback from visitors.

Companies in this area have set a Website http://www. le-sentier-paris. com/to be stronger together

Some of the supported companies have been bought by Twitter or Intralinks; experimenting new forms of collaboration,

Run in France since 2005 by Silicon Sentier and FING, joined in 2010 by the Mobile Marketing Association France,

and in partnership with Orange, Blackberry and Figaro, Mobile Monday Paris celebrated its 35th year at the Mobile World Congress 2010 at The french Pavilion.

Web 2. 0 services are modifying the whole landscape everything becomes virtual e-and connected.

Social networks connect people that decide common useful actions, 158 The Innovation Biosphere but also influence them.

The Internet facilitates finding, but it does not contain all knowledge from the past, lost, because of the lack of transfer.

The Internet facilitates access to information only if someone registered it. There are many books and patents that nobody has read for different reasons, such as publication language or simply lack of interest in the past.

and Sustainable Success 173 The American house spider (Parasteatoda tepidariorum) produces a web with adhesion that can be strong enough to stick to a wall

The spider anchors its web to a wall, a ceiling or a similar surface by weaving highly adhesive patches of silk called scaffolding disks,

gumfoot disks allow the web to detach with ease and yank off the ground any prey that has walked into it.

and its context that may influence a solution. 3g (generation) organization of innovation may be more successful than 1g only.

Publishing on the Internet is free but Rifkin's book is not on https://creativecommons. org

Rifkin is a very good example of using the Internet for his own promotion but in reality, there are people who talk

managed by the almighty Google, a world full of devices and brainless people driven by technology. 182 The Innovation Biosphere To face the crisis,

sometimes interesting books are not on the Web. Anticipate your contribution to the above translator.

ALP 14 ALPENIA A.,Google's Nanotechnology, Red herring, available at http://www. redherring. com/hardware/googles-nanotechnology-microsoft-bandhp-goes-3d/,2 november 2014.

BER 09 BERTRAND J. A.,Home movie, available at https://www. youtube. com/watch? v=jqxenmkaecu, 2009.

BLE 08 BLED DECLARATION, Future internet, available at http://www. futureinternet. eu/publications/bled-declaration. html, 2008.

com/sites/default/files/140618cpdrone. pdf, 2012. BOU 14 BOUYGUES TELECOM, History of home automation, Domotique.

Quand l'habitat devient smart available at http://innovations. bouyguestelecom. fr/dossiers/domotique-quand-l-habitat-devient-smart, 2014.

Bibliography 187 BOY 12 BOYAN S.,How the oceans can clean themselves, available at https://www. youtube. com/watch?

CAS 13 CASADO C.,VIDAL E.,Planned obsolescence, available at https://www. youtube. com/watch?

semiotic web as a new paradigm for teaching and learning in the future internet, in MERCIER-LAURENT E.,BOULANGER D. eds), Artificial intelligence for Knowledge management, Revised Selected Papers, Springer IFIP AICT 422, pp. 170 188,2012.

CRG 15 COUNCIL FOR RESPONSIBLE GENETICS, available at http://www. councilforresponsiblegenetics. org/Viewpage. aspx? pageid=102,2015.

igbp. net/download/18.316f18321323470177580001401/NL41. pdf, 2000. CUR 13 CURLEY M.,SALMELIN B.,Open Innovation 2. 0:

FAN 64 FANTOMAS CAR, available at https://www. youtube. com/watch? v=roxq TOAOR0I, 1964.

GOO 14 GOOGLE GREEN, Designing efficient data centers, http://www. google. com/green/efficiency/datacenters/,2014.

JOY 14 JOYEUX H.,Changez d'alimentation, 7th ed.,Editions du Rocher, available at his blog http://www. professeur-joyeux. com, 2014.

documentary on the intelligence of plants, National, available at https://www. youtube. com/watch? v=Nex6st7 rexs, August 2014.

SAR 13 SARWAR M.,SOOMRO T. R.,Impact of smartphone's on society, European Journal of Scientific research, vol. 98, no. 2, pp. 216 226, March 2013.

SLA 12 SLAT B.,How the oceans can clean themselves TEDXDELFT, available at https://www. youtube. com/watch?

available at http://blogs. wsj. com/digits/2014/04/11/philippe-starck-betting-on-3-d-printing-forbespoke-design/,2014.

97,101, 119,128, 130,153, 177 funding, 60,61, 75,86, 91,104, 108,116, 118,120, 125,141, 148,152, 177 future centers, 65,114 150 internet, 9, 107,138

, 14,16, 17,34, 82,91, 94,117, 124,150, 151,152, 158,159, 163,174, 179 water footprint, 155 Web, 7, 71,94, 99,140, 141,157, 172,183 well-being, 25,38

51 Sandy Kemsley Leveraging Social media for Process Innovation. A Conceptual Framework...59 Peter Trkman and Monika Klun The Role of Enterprise Systems in Process Innovation...

Lessons Learned from a Smartphone-Based Insurance Telematics Initiative...85 Jens Ohlsson, Peter Ha ndel, Shengnan Han,

and social media, have come to the fore in recent years, which seems to accelerate the speed of business innovation and transformation.

Innovations that have a substantive influence on many or even all parts of the economy (e g. the Internet.

smartphones serve as a good example to illustrate the shift in the rate of innovation across time.

Smartphones represent a product innovation combining various functionalities such as the ones of mobile phones web browsers, or navigation systems.

When the first smartphones entered the market, the rate of this product innovation was very high.

Meanwhile, however, this product innovation has led to countless process innovations in both private and business life, ranging from individual assistance (e g. on health care) to corporate app stores innovating sales processes for instance.

Even though smartphones as such are not highly innovative any more, they still enable manifold process innovations in all kinds of application areas.

and social media clearly illustrate the enormous impact of IT on society in terms of enabling competitiveness and welfare (vom Brocke, Debortoli, Mu ller, & Reuter, 2014).

The digital age is characterized increasingly by usage of the Internet through anyone and anything at anytime and anywhere:

Looking at new generations growing up with the Internet, i e. so-called digital natives, their expertise with IT is advanced even more,

working with the Internet comes ever more naturally to them and is increasingly taken for granted. Not only people are online today,

however, as nearly anything can be connected to the Internet, including cars, houses, clothes, tools, and Business Process Management:

since 2013 more things are on the Internet than people (Mclaughlin, 2013). The possible connection of anyone and anything to the Internet is a key characteristic of the digital age.

Anywhere: Another key characteristic of the digital age refers to the ubiquity of the Internet.

Technically it is possible to realize a comprehensive network coverage that enables Internet access around the globe.

Internet providers for such services are omnipresent and Internet-togo use is growing as it becomes more and more affordable.

Being able to go online anywhere can fundamentally change social and economic processes. Potentially, ubiquitous Internet access might increase efficiency as waiting

Online platforms, social media, and mobile apps, for example, are used increasingly to technologically support collective efforts to develop new products and services,

including the redesign of process steps through integrating IT products such as smart phones and tablets or IT services such as mobile apps.

mobile phone apps that allow for new sales processes, and big data analytics that allow for real-time process decisions based on data available from products in use.

outlining how mobile, cloud, social, and analytical technologies initiate change in the nature of work and

Peter Trkman and Monika Klun report on Leveraging Social media for Process Innovation. A Conceptual Framework.

and J. vom Brocke how social media can be used in various phases of business process life cycles to support, for example, the modeling, execution, monitoring and improvement of organizational processes.

Lessons Learned from a Smartphone-Based Insurance Telematics Initiative. They present the potentials of behavioral-based insurance

They show how analyzing process execution logs offline can detect deviant behavior that leads to performance changes

Mikael Lind and Sandra Haraldson provide details On air) port Innovations as Ecosystem Innovations. They show how business process modeling can be used to facilitate digital innovations in ecosystems with multi-actor collaborations

Cisco Blog. Mu ller, O.,Schmiedel, T.,Gorbacheva, E, . & vom Brocke, J. 2014). Toward a typology of business process management professionals:

In the future, businesses will establish global networks that incorporate their machinery, warehousing systems and production facilities in the shape of Cyber-Physical Systems (Lee, 2008.

Retrieved from http://www. google. dk/books? id LTR93XIADTEC&PGIS 1 Butner, K. 2010. The smarter supply chain of the future.

Retrieved from http://www. amazon com/The-Real-time-Enterprise-Competing-Revolutionary/dp/0929652304 Grigori, D.,Casati, F.,Castellanos, M.,Dayal, U.,Sayal, M,

-and-respond organizations (Google ebook)( p. 295). Harvard Business Press. Retrieved from http://books google. com/books?

Retrieved from http://www. whitehouse. gov/sites/default/files/microsites/ostp/pcast-advanced-manufacturing-june2011. pdf Hugos, M. H. 2004.

Retrieved from http://www. amazon com/Building-Real-time-Enterprise-Executive-Briefing/dp/0471678295 Hugos, M. H. 2009.

Retrieved from http://www. amazon com/Business-Agility-Sustainable-Relent lessly-Competitive-ebook/dp/B001vlxnii/ref sr sp-btf title 1 7?

Retrieved from http://www. plattform-i40. de/sites/default/files/Report industrie4. 0 engl 1. pdf Lee, E. A. 2008.

https://smartmanufacturingcoalition. org/sites/default/files/spm -an operations and technology roadmap. pdf Welke, R. J. 2015. Thinking tri-laterally about business processes, services and business models:

It offers a mobile phone voice and data service to its targeted customers (primarily teens and young adults) consistent with its youthful, innovative brand.

it's granularity, its mode or channel of delivery (e g. web-based, walk-in bricks-and-mortar, etc.),

Examples abound, such as Apple's introduction of the ipod and smartphone, or Skype's introduction of consumer VOIP.

And, of course, the Internet and the World wide web. What made many of these more compelling is that they represent services as platforms for other services (and thus additional innovation) and

An appropriately formulated Google search can easily identify a range of offerings for a particular PTBS that compete with an organization's internal and external service offering (s). The key issues here are:

We previously noted Virgin Mobile as one that has done this masterfully. But many other examples abound.

these are described next to provide context for the following sections on BPM technologies. 2. 1 Mobile and Cloud Mobile and cloud,

On the surface, mobile and cloud are just deployment platforms: mobile is the platform for the end user,

Mobile has become mainstream for consumer applications finding when the next bus is coming while you are walking to the station,

or using your phone to pay at your favorite coffee shop but is also making inroads with remote and mobile enterprise workers.

An industrial site inspector can input inspection data directly, triggering maintenance requests. Enterprise mobile applications can improve efficiency

computers, mobile phones, vehicles, industrial equipment, sensors, security systems, building automation systems, and even social networks such as Twitter.

The result is a flood of data that may contain valuable information, if that information can be detected.

For example, an internal social network that allows employees to create profile pages can be used for locating others with specific skills

and web-based tools facilitate collaboration across business units and with other organizations. As the 54 S. Kemsley community forms around the collaborative process discovery tools, new uses will be discovered for process discovery and management,

Lessons learned from a smartphone-based insurance telematics Emerging Technologies in BPM 57 initiative. In J. vom Brocke & T. Schmiedel (Eds.

The match of business process management and social media A conceptual framework. In J. vom Brocke & T. Schmiedel (Eds.

Business Process Management Journal, 20 (4), 530 548.58 S. Kemsley Leveraging Social media for Process Innovation.

Potentials for achieving this lie in social media, as an increasingly popular option in the digital world with which to involve the creativity and opinions of various stakeholders from both within and outside an organization.

Yet, it is still not well researched how companies can harness the various benefits for using social media to better involve both employees and customers in various phases of the business process life cycle.

We propose a conceptual framework that enables the classification of various types of social media use (e g. within organization

and continuity are social media(‘SM), 'as an increasingly popular option in the digital world with which to involve the creativity and opinions of various stakeholders from both within and outside an organization (Kaplan & Haenlein, 2010;

SM are a group of Internet-based applications that build on the ideological and technological foundations of Web 2. 0,

Second life) and virtual game worlds (e g. World of Warcraft. Kane, Alavi, Labianca, and Borgatti (2014) define SM as information technologies that support interpersonal communication

and collaboration using Internet-based platforms. We here understand SM to be a service that facilitates networking among employees and stakeholders,

regardless whether this solely includes internal, or also encompasses external stakeholders. Several authors have discussed already coupling strategies, benefits,

2011) introduce a new paradigm of the life cycle of business processes that enables agile business process management by applying social media in the business process life cycle.

and Reijers (2010) discuss social networks and their proximity as a possibility of sharing and exchanging process models.

SM, especially web-based, represent a communication tool of choice for many organizations the powerful

Social networking tools provide intensified collaboration among all stakeholders by providing a common network for interaction,

expediting execution and Leveraging Social media for Process Innovation. A Conceptual Framework 61 adding customer value (Dumas, La Rosa, Mendling, & Reijers, 2013;

or governing authority is the characteristic of general SM like Facebook, but can prove too passive for the business environment.

Some companies and organizations are already blocking the access to such sites (Frosch, 2007), but studies show that SM adapted to an organization setting can provide substantial benefits for organizations (Sena & Sena, 2008).

1) increase awareness of all stakeholders regarding Leveraging Social media for Process Innovation. A Conceptual Framework 63 process modeling and execution,(2) aggregate information, relevant for process modeling by different participants,

which enable communication and collaboration among all employees by providing job-specific tools and applications on the intranet IBM-News, 2006).

and evaluating ideas for process improvement from stakeholders Leveraging Social media for Process Innovation. A Conceptual Framework 65 4. 2 Modeling Phase for External Participants Organizations today strive to be customer-centric

which used Facebook to communicate with passengers during a natural disaster. When the Eyjafjallajo kull volcano erupted in May 2010 flights were cancelled at most European airports.

TAP was able to reach a much wider audience via Facebook instead of one customer at a time via the call center (Vaz Vieira & Jaklic, 2013.

In turn suppliers can access these sites and contribute innovation ideas. An example thereof is the connect+develop site of Proctor and Gamble;

a networking base for outsourcing process development (Proctor&gamble, 2014. Among other inventions, the site enabled expedited development of their pulsating toothbrush,

which was only an idea at the time and would have needed up to 5 more years in development.

found through their open innovation site, the joint research and development effort resulted in the product being on the market in a single year.

One way of using SM in the recruitment efforts is for companies to inspect popular sites

such as Facebook, for additional information about the candidate. In such processes SM are applied as an evaluation device,

Leveraging Social media for Process Innovation. A Conceptual Framework 67 The acquired feedback during the monitoring phase gives information on the appropriateness of a process and its execution.

while at the same time using SM to infuse flexibility in all phases of a business Leveraging Social media for Process Innovation.

How to use social media to tap the collective genius of your customers and employees. Boston, MA:

The potential of social network analysis. Paper presented at the 44th Hawaii International Conference on System Sciences (HICSS.

Social media marketing: An hour a day. San francisco, CA: Wiley. Fenn, J, . & Raskino, M. 2008).

Using social network analysis to measure IT-enabled business process performance. Information systems Management, 26 (1), 61 76.

Heymann-Reder, D. 2011. Social media marketing. Erfolgreiche Strategien f€ur Sie und Ihr. Mu nchen: Unternehmen.

Houy, C.,Fettke, P, . & Loos, P. 2010). Empirical research in business process management analysis of an emerging field of research.

IBM's intranet one of the world's top ten. Retrieved from http://www-03. ibm. com/press/us/en/pressrelease/19156. wss Jerome, L. W. 2013.

Innovation in social networks: Knowledge spillover is not enough. Knowledge management Research and Practice, 11 (4), 422 431.

What's different about social media networks? A framework and research agenda. MIS Quarterly, 38 (1), 275.

The challenges and opportunities of social media. Business Horizons, 53 (1), 59 68. Kemsley, S. 2010.

Social media? Get serious! Understanding the functional building blocks of social media. Business Horizons, 54 (3), 241 251.

Kolind, L. 2013. Why organisational charts don't work. Retrieved from http://unboss. com/2013/why-organisational-charts-dont-work/Kolind, L,

Leveraging Social media for Process Innovation. A Conceptual Framework 71 Manfreda, A.,Kovac ic, A s temberger, M. I,

Social media and business process management (BPM) enable customer centricity White paper by Wipro Technologies. Retrieved from http://www. wipro. com/Documents/Social%20mediabpm-Whitepaper. pdf Pereira, N.,Vera, D,

Business process management and the social web. IT Professional, 13 (6), 58 59. Proctor&gamble. 2014).

Corporate social networking. Issues in Information systems, 9 (2), 227 231. Silva, A r.,Meziani, R.,Magalhaes, R.,Martinho, D.,Aguiar, A,

Adoption of social media for internal usage in a global enterprise. Paper presented at the Proceedings of the IEEE 27th International Conference on Advanced Information Networking and Applications (AINA), Barcelona, Spain.

A wiki as intranet: A critical analysis using the Delone and Mclean model. Online Information Review, 33 (6), 1087 1102.

Business process management and social networks: A case study in an airline organization. Paper presented at the Active Citizenship by Knowledge management & Innovation:

A lifecycle based requirements analysis. Paper presented at the Semantic business process and product lifecycle management workshop at 3rd European semantic web conference.

Leveraging Social media for Process Innovation. A Conceptual Framework 73 The Role of Enterprise Systems in Process Innovation Bernd Schenk Abstract Process innovation redefining the way of doing business is of paramount importance for the sustainable success of organizations.

Fast changing environments, like value webs as a form of interorganizational cooperation, increase the frequency of change for both an organization and its systems,

Lessons Learned from a Smartphone-Based Insurance Telematics Initiative Jens Ohlsson, Peter Ha ndel, Shengnan Han,

In this chapter, we demonstrate the insurer's process innovation with smartphone-based insurance telematics, using the example of the If Safedrive campaign

BPM Driving Innovation in a Digital World, Management for Professionals, DOI 10.1007/978-3-319-14430-6 7 85 1 Introduction The smart cellular phone,

or smartphone, has become a ubiquitous personal device influencing a large portion of the contemporary individual's daily life.

The capabilities of smartphones exhibit a dramatic increase compared to traditional feature phones due to (1) the user-friendly human-machine interface design;(

Contemporary smartphones are equipped with a large set of sensors which sense the surrounding environment, including means for positioning via e g.,

, used for the detection of the orientation of the smartphone for automatic rotation of the displayed information;

which enhance the calculated position, direction and movement of the bearer of the smartphone. By combining measurements from sensors with complementary properties, information with enhanced properties can typically be extracted.

Sensor-equipped measurement platforms with processing capabilities existed prior to the introduction of the smartphone,

but the smartphone made it a ubiquitous device available in large volumes and distributed to a large portion of the population a fact that opens up opportunities for developing a range of disruptive technologies.

The sensing capabilities of the smartphone create exciting new application areas (Lane et al. 2010). ) Connecting millions or even billions of smartphones into large scale sensing systems enable time or location-based services in environment monitoring, intelligent transportation systems, applications in health and support for the ageing populations,

to mention only a few. Sheng, Tang, Xiao, and Xue (2013) list two paradigms for sensing via large-scale smartphone-based measurement systems, namely,(1) participatory sensing and (2) opportunistic sensing, where the former is based on an active

participation on the part of the smartphone owner and the latter has automated sensing without the interaction of the end-user.

The evolution of smartphone technologies together with its social and technical capabilities creates a solid foundation for innovating business processes in various industries.

An innovation is defined as new to the state of the art, which basically means without known precedent (Abrahamson, 1996;

which a smartphone-based Usage Based Insurance (UBI) product for a personalised car insurance is realized. It is believed that the findings are of a general interest as an example of a disruptive technology,

like a smartphone (Fig. 1, pictures from left to right). An insurer can access actual driving behaviour data through an insurance telematics program.

The possibility of obtaining a scalable technology for insurance telematics has increased the insurance companies'interest in smartphone-based programs

also thanks to the smartphones'high penetration, the development talent within the telecom industry, and the ease of deployment by using the regular means for distribution of mobile applications like Appstore or Google Play.

Fig. 1 Progressive insurance snapshot measurement probe for the onboard diagnostics (left; sensing device for the cigarette lighter outlet by Movelo (middle;

and smartphone with insurance telematics software from Movelo (right) 88 J. Ohlsson et al. 2. 1 The Smartphone-Based Insurance Telematics Application At the Department of Signal Processing, KTH

With the progress of the cellular phone from a low-functionality feature phone to versatile software-configurable sensing platform,

a new smartphone-based measurement probe is developed and subsequently deployed for commercial purpose (Ha ndel, Ohlsson, Ohlsson, Skog, & Nygren, 2014).

The clear advantages using the smartphone in this context include its high availability, competitive price-performance metric,

or a smartphone, as illustrated in Fig. 1. The probe monitors and transmits risk-related information to the insurers such as the speeding,

http://www. movelo. se/wordpress/om-oss/)The trends in sensor and smartphone development in combination with the research activities at the universities were a catalyst for the moving vehicle logger campaign that was set up by Movelo

such as a smartphone solution, the insurers need innovated marketing and sales processes to facilitate and get a maximum effect out of the new product.

and sales process by getting a new customer channel and improved customer relations through the new possibility of communicating to their customers via the smartphone;(

The process innovation and redesign work was done by means of an iterative approach Movelo prototyped the smartphone solution

Fig. 2 Examples of the smartphone interface and feedback to car-drivers from top to down/left to right:

The purpose of the commercial release was to implement the smartphone application in real driving scenarios with larger group customers/car drivers.

if the smartphone-based UBI fulfilled the initiative objectives, e g.,, creating salesvolumes and acquiring new customers. 3. 1 The Process Innovation:

Customer Acquisition Process The application of the smartphone-based UBI telematics transformed the insurer If's sales and marketing process in the campaign.

or web-channel costs. 3. 1. 2 The To-Be Customer Acquisition Process Already in the start events,

and implemented with the aims of taking maximum advantage of the new customer channel (the Smartphone) and its communication capabilities.

Car-Driver Car-Driver Download app Received invitation to safe-driving challenge or curious of testing safe-drivning qualification Qualify for Safe-driving scores Communicate Quote via Smartphone Accept Quote Pay invoice Customer insured Challenge one

or more friends Valid insurance letter for one year Fig. 4 The To-Be customer acquisition process Process Innovation with Disruptive Technology in Auto Insurance 93 between marketing

If Safedrive application to want to download it, test it, and then start a qualification for safe-driving scores,

In this activity of the To-Be process the end user received feedback from his/her smartphone on driving behaviour after each drive (see Fig. 2). The feedback consisted of scores 0 100 based on braking, acceleration and speeding behaviour,

the smartphone should be mounted on the dash board, thus, a cradle to put the smartphone in should be fixed in the car,

which results in extra costs for end users. Thus the feedback during the driving was passive,

In the smartphone solution one can set up an auto-start function, thus the end users can have the application start by itself when driving.

filtering GPS data combined with sensor fusion from the accelerometer and gyroscope in the smartphone,

and combined with map-data in the smartphone (Ha ndel et al.,2014). ) The complementary parameters for the risk-assessment process

worldwide, utilizing the processing power of smartphones. The data quality was assured by rigorous soft computing methods.

and large majority of the users recommended the smartphone application to friends, it failed to recruit the desired amount of new customers.

Table 1 The advantages of the To-Be customer acquisition process Process/subprocess As-Is (static) To-Be (dynamic) To-Be process advantages Customer acquisition Consumer makes insurance request through Internet Call centre Broker

Or Insurer makes an outbound call to recruit new customer Consumer makes insurance request through Smartphone App New customers recruitments are made by word-of-mouth, e g. inviting friends, social communities, etc.

The core technology of the smartphone-driven insurance telematics has yielded the advantage of improving risk assessments activities by collecting

For instance, they criticized that the insurance industry's hunger to chart customers in real-time may prove larger than Facebook and Google (Computersweden, 2013.

Discussion In the case of the If Safedrive campaign, the smartphone-based insurance telematics was tested

where the insurer applied smartphone-based insurance telematics to innovating business processes, i e. customer acquisition, risk assessment and price calculation.

Smartphone-based measurement systems for road vehicle traffic monitoring and usage-based insurance. IEEE Systems Journal, 8 (4), 1238 1248. doi:

A survey of mobile phone sensing. IEEE Communications Magazine, 48,140 150. Malcolm, G. 2000. The tipping point:

while exploiting the Internet of Events (Ioe). The Ioe is composed of: The Internet of Content (Ioc:

all information created by humans to increase knowledge on particular subjects. The Ioc includes traditional web pages, articles, encyclopedia like Wikipedia, Youtube, e-books, newsfeeds, etc.

The Internet of People (Iop: all data related to social interaction. The Iop includes e-mail, facebook, twitter, forums, Linkedin, etc.

Theinternet of Things (Iot: all physical objects connected to the network. The Iot includes all things that have a unique id and a presence in an internet-like structure.

Things may have an internet connection or be tagged using Radio-Frequency Identification (RFID), Near Field Communication (NFC), etc.

Theinternet of Locations (Iol: refers to all data that have a spatial dimension. With the uptake of mobile devices (e g.,

, smartphones) more and more events have geospatial attributes. Note that the Ioc, the Iop, the Iot, and the Iol partially overlap.

For example, a place name on a webpage or the location from which a tweet was sent. See also Foursquare as a mixture of the Iop and the Iol.

The Internet of Events (Ioe) mentioned earlier provides a wealth of data. However, these data are a not in a form that can be analyzed easily,

which has been investigated in the (web) services (Aalst, 2013c). ) In Aalst, Mooij, Stahl, and Wolf (2009) and Barros, Decker, Dumas,

2005) a technique is presented for correlating messages with the goal to visualize the execution of web services.

& Benatallah (2011) developed techniques for event correlation and process discovery from web service interaction logs.

but cannot be applied easily to selections of the Internet of Events (Ioe) where data is distributed heterogeneous

The 15 case studies listed on the web page of the IEEE Task force on 124 W. M. P. van der Aalst Process Mining (IEEE Task force on Process Mining,

Formal methods for web services (Lecture Notes in Computer science, Vol. 5569, pp. 42 88. Berlin:

Event correlation for process discovery from web service interaction logs. VLBD Journal, 20 (3), 417 444.

Web services navigator: Visualizing the execution of web services. IBM Systems Journal, 44 (4), 821 845.

Extracting Event Data from Databases to Unleash Process Mining 127 Reichert, M, . & Weber, B. 2012).

A further subject will be how innovations can be converted from confidence-based to evidence-based models due to affordances of digital infrastructures such as large-scale enterprise software or social media.

Thus, the physical IPHONE was the obvious attractor, but it was the App store that created an innovative and novel business model that provided a separate ongoing value proposition and added income stream.

or even Youtube videos) to convey messages such as we should be doing this too. Cases or videos and stories of cases can provide only limited evidence,

share and collaborate (think of social networking or social media) as well as those that exist specifically to create and assist process management

and innovation efforts (such as BPM engines, modeling tools or those that allow for open innovation, idea exchange or collaborative design).

recent years have seen also a rapid uptake of modern digital infrastructures that transcend the business-private life boundary, such as social networking platforms,

A classical example is that of Google analytics that offers free analysis of web browsing behavior, ready at the fingertips of any decision-maker.

Crowdsourcing systems on the worldwide web. Communications of the ACM, 54 (4), 86 96. Dreiling, A,

Tracing the progress of innovations borne on enterprise social network sites. Paper presented at the 34th International Conference on Information systems, Milan, Italy.

Deviance mining deals with the analysis of process execution logs offline in order to identify typical deviant executions

In Proceedings of on the move to meaningful internet systems (OTM)( pp. 287 304. Berlin: Springer. Kang, B.,Kim, D,

In Proceedings of on the move to meaningful Internet systems (OTM)( pp. 82 99. Berlin: Springer. Maggi, F.,Di Francescomarino, C.,Dumas, M,

On the move to meaningful Internet systems: OTM 2008 workshops, OTM confederated international workshops and posters, ADI, AWESOME, COMBEK, EI2N, IWSSA, MONET, Ontocontent+QSI, ORM, Persys, RDDS, SEMELS,

Twitter sentiment analysis: The good the bad and the OMG! In fifth international AAAI conference on weblogs and social media (pp. 538 541.

Barcelona, Spain. Lange, C. F. J.,Dubois, B.,Chaudron, M. R. V, . & Demeyer, S. 2006).

Actors within the telecommunication sector forecast 50 billion connected devices just within a couple of years. An increased connectivity for enhanced collaboration could be met by digital innovations that bring new values and opportunities for existing and new actor participation in the ecosystem see also chapter by Schmiedel and vom Brocke (2015.

Some parking lots can be booked pre via the airport website. When the car has been parked the passenger needs to get to the right terminal

which was found on the website ariscommunity. com. It shows an abstract process-oriented representation of an insurance company.

The adapters created in this way may communicate with the Context Provider through web services to acquire information from the context

the Context Provider is a web service that stores the results-chain and that uses business intelligence mechanisms to extract data from performance indicators.

-organizational business processes, integrating emerging technologies or social media, real-time adaptation to changing workflows to execution context, advanced process analytics results,

In on the move to meaningful internet systems: OTM 2011 (pp. 82 99. Berlin: Springer. Pitthan, D. K. J,

and then focus on social media as new technologies. 2. 1 IT Supports Drastic Process Improvements Business process reengineering (BPR) is the ultimate domain of drastic process improvements to create IT-enabled end-to-end processes.

an organization consists of a web of interacting processes and people (like in a supply chain, a business network or for outsourcing).

IT, especially the Internet, is seen now as the most important enabler to connect the world in a seamless web of transactions.

, also through new technologies like social media. Nowadays, social media have gained in importance. Not only do millions of people

(or customers) have an account with one or more of the social media tools like Twitter,

Facebook, Linkedin, Google+,Youtube, Pinterest, etc. but many organizations have jumped also on the social bandwagon,

and try to create value from social media. Since social media make use of Web 2. 0 as a technological platform,

they can be seen as the next step in the Internet evolution (Dachisgroup, 2012; Woodcock, Green, & Starkey, 2011.

Social media use within an organization requires a multi-disciplinary approach, which means that it is limited not to marketing or IT departments.

Social Customer relationship management (social CRM) is the ultimate key domain to illustrate how social media can affect new and existing business processes.

Social CRM is: a philosophy and a business strategy, supported by a technology platform, business rules, workflow, processes and social characteristics, designed to engage the customer in a collaborative conversation

in order to provide mutually beneficial value in a trusted and transparent business environment (Greenberg, 2009). As such, social CRM means truly listening to customers,

) Regarding existing business processes, feedback or complaints received by means of social media can give insightful input towards adjusting an organization's way of working (i e. business rules and operations.

and found out that already 88%monitor customer feedback and conversations on social media platforms and 64%of respondents collect online feedback and also turn them into process improvements or product improvements.

Social media can also stimulate internal collaboration, for instance by internal networks like Yammer, resulting in a better customer service delivery.

Social media can also facilitate people's involvement from idea generation to the realization of new products and services,

and social media) as an enabler for (redesigning business processes. Particularly the first two key domains still present business processes as being dominated by engineering.

based on information found on the website http://www. bpmroundtable. eu, /the cultural research conducted in Liechtenstein is situated mainly in the upper layer of the framework (with organizational characteristics that impact the whole process portfolio),

Community relationship management and social media. Database Marketing and Customer Strategy Management, 18 (1), 31 38.

Retrieved from http://c. ymcdn. com/sites/www. simnet. org/resource/group/62bde4a1-974a-4105-BE98-BA41ED782AA3/presentations/makingitmatterinbusinessinno. pdf Forrester.

://i. dell. com/sites/doccontent/corporate/secure/en/Documents/listening -and-engaging-in-the-digital-mar keting-age. pdf Greenberg, P. 2009).

video conference meeting In advance to the process strategy Process review Quarterly meeting Subsequent to the process operation Process strategy Quarterly meeting In advance of the strategy review Strategy review Quarterly meeting 282

His work is cited highly (highest H-index among European computer scientists, 115 according to Google Scholar. In 2012, he received the doctor honoris causa from Hasselt University, Belgium.

She worked in the large projects carried out with Duodecim (the Finnish Medical Society), Pfizer Finland Ltd, Nokia Ventures, Nokia Mobile phones, etc.

She writes the popular Column 2 BPM blog at www. column2. com and is featured a conference speaker on BPM.

stakeholders, 70 Internal controls, 248,249 Internet of events (Ioe), 106,107 124 Internet of things (Iot), 3, 7, 20,27, 106 Interpersonal communication, 60 JJOB-to-be done (JTBD), 40,41, 45 KKITCOM, 248,252 257 LLAYER, 24,78, 79,83

Mobile technologies 61 Modeling convention, 180 182,188 Modeling tools, 13,136, 177 189 Monitoring, 5, 9, 11,13, 22,55, 60,63 65,67 68,83, 86 88,145

(7pmg), 181,183 Skills, 17,53 56,131, 134,260, 267,269, 272 Smartphone, 7, 42,85 100,106 Smartphone-based monitoring, 86 Smart processes, 23,25 Social

BPM, 54 55 Social collaboration, 52 53,56 Social media, 3, 7, 9, 12,13, 59 70,136, 257,260

262,263 Social networks, 53,54, 60,61, 136 Stakeholder, 10,59 65,67 70,99, 111,131, 150,186, 195,196, 200,201, 208,221, 260,264, 269,272, 276 Stakeholder involvement, 59,69