-creation (Winsor, 2005), or user innovation communities (von Hippel, 2005. Therefore, even though previous studies have made important
customer involvement, user innovation, external networking and outsourcing of R&d tools are among the most frequently applied open innovation
The new SME definition †User Guide and Model Declaration, Enterprise and Industry Publication 24.
Users of the world, unite! The challenges and opportunities of Social Media, Business Horizons, 53 (1), pp. 59-68
Determinants and archetype users of open innovation, R&d Management 39 (4), pp. 331-341 40.
the design of the user experience, MIS Quarterly, 35 (3), pp. 773-788 41. Kozinets R. V.,Hemetsberger A. and Schau H. J. 2008.
it a user-centred approach, because the customers were not able to envisage that the properties of a
problems and needs bicycle users and value chain partners †experience. This proactive design process guaranteed that Curana would always create extraordinary products that differed from existing
manufacturers, professional organizations, user groups, social representatives, and teaching institutions that created a totally new concept for the patient hospital room:
professional and ordinary users. The liquid is used also in aviation and is designed especially so that the temperature would not affect the barometer†s reading.
but it also studied the problems and needs of bicycle users and value chain partners.
however, that many professional users did not trust the barometers they used. Applications for airports, blood testing, treating lung patients,
users can fry several foods at once without mixing their flavors†no one wants their apple fritters tasting like halibut
The Strada radiator had a panel on top of the radiator that users sometimes had to remove to clean the battery
Universities, research labs, crowds of experts, lead users, and knowledge brokers are just a few examples of potential external sources of kn owledge.
as if the user is at sea level. The effective air pressure is measured not, but the air pressure in relation to 0 metres is measured.
was to build a better way to recommend movies to its users than its own software.
First of all, firms may benefit from user-initiated innovations by decreasing the need to generate and evaluate ideas or concepts, by reducing R&d and
to consider users'constrains and requirements in the design of innovation, often leads to difficulties in commercialization (Cooper and Kleinschmidt, 1995;
producer and user (Foxall and Johnston, 1987), and successful conflict resolution Newman and Noble, 1990.
More recently, firms stimulate users to co-develop products or technologies, such as in the open source software (Henkel
Users in the form of economic markets inform the design of technology and may even initiate the
whether users or developers are most likely to receive the greatest economic benefit (von Hippel, 1988.
customers of users. The survey data contained a summary variable indicating customer involvement, i e. a dummy coded 1
innovation process, involvement of users in the innovation process, involvement of non-R&d employees in the innovation process
%and to involve user in the innovation process (61 %Many SMES believe it is necessary to use a broad set of methods to meet the ever
venturing, participation in other firms, involvement of external parties, and user 31 involvement lists corporate renewal as a reason to further pursue a specific innovation
Property rights Ownership of developed innovations, user rights when different parties cooperate Quality of partners Partner does not meet expectations,
User acceptance Adoption problems, customer requirements misjudged Customer demand Customer demand too specific, innovation appears not to fit the market
parties and users (resp. 48%and 30%.%These types of open innovation require cooperation among different organizations,
--User acceptance%--13 -Customer demand%--28 -Competent employees %--24 Commitment%--51 Idea management%--8 Other%8 3-8
User involvement goes together with problems related to property rights, adoption and too specific customer demands When involving employees,
mainly within the context of large, technology user firms (Chesbrough, 2003. In this study we have addressed this gap by analyzing open innovation practices of SMES in
other firms and to involve user in the innovation process. Most SMES use a broad set
lead users may play a role in the deployment of open innovation in SMES. In similar
Strategies of user-initiated product innovation Technovation 6 (1), 77-102 Franke, N.,Shah, S.,2003.
User involvement in innovation projects: toward an information processing model. Journal of Engineering and Technology
concepts via the lead user method: A case study in a"low tech"field. Journal of
The commercialization of user innovations: the development of the rodeo kayak industry. R&d Management 36,273-294
User involvement as an interaction process: A case study. Information systems Research 1, 89-113 Nalebuff, B. J.,Brandenburger A m.,1996.
H200814 16-10-2008 User Innovation in SMES: Incidence and Transfer to Producers H200813 30-9-2008 How Does Entrepreneurial Activity Affect the Supply of
work of Von Hippel (2005) users are regarded increasingly not as just passive adopters of innovations, but they may
Users for example regularly modify their current machines, equipment and software to better satisfy process needs, and because producers fail to provide an adequate
involve user in the innovation process (61%.%Many SMES believe it is necessary to use a broad set of methods to meet
involvement of external parties and users (resp. 48%and 30%).%)These types of open innovation require cooperation
IPR Ownership of developed innovations, user rights when different parties cooperate †Quality of partners
User involvement goes together with problems related to property rights, adoption and too speciï c customer demands.
This result conï rms the importance of user innovation Von Hippel, 2005) for many SMES:
Manufacturers are heavy-users of innovation policies, and for †political†reasons the commissioner of
work of Von Hippel (2005) users are regarded increasingly not as just passive adopters of innovations, but they may
Users for example regularly modify their current machines, equipment and software to better satisfy process needs, and because producers fail to provide an adequate
involve user in the innovation process (61%.%Many SMES believe it is necessary to use a broad set of methods to meet
involvement of external parties and users (resp. 48%and 30%).%)These types of open innovation require cooperation
IPR Ownership of developed innovations, user rights when different parties cooperate †Quality of partners
User involvement goes together with problems related to property rights, adoption and too speciï c customer demands.
This result conï rms the importance of user innovation Von Hippel, 2005) for many SMES:
Manufacturers are heavy-users of innovation policies, and for †political†reasons the commissioner of
it a user-centred approach, because the customers were not able to envisage that the properties of a
problems and needs bicycle users and value chain partners †experience. This proactive design process guaranteed that Curana would always create extraordinary products that differed from existing
manufacturers, professional organizations, user groups, social representatives, and teaching institutions that created a totally new concept for the patient hospital room:
professional and ordinary users. The liquid is used also in aviation and is designed especially so that the temperature would not affect the barometer†s reading.
but it also studied the problems and needs of bicycle users and value chain partners.
however, that many professional users did not trust the barometers they used. Applications for airports, blood testing, treating lung patients,
users can fry several foods at once without mixing their flavors†no one wants their apple fritters tasting like halibut
The Strada radiator had a panel on top of the radiator that users sometimes had to remove to clean the battery
Universities, research labs, crowds of experts, lead users, and knowledge brokers are just a few examples of potential external sources of kn owledge.
as if the user is at sea level. The effective air pressure is measured not, but the air pressure in relation to 0 metres is measured.
was to build a better way to recommend movies to its users than its own software.
and strong institutional complementarity with user industries. The paper compares the history of IT in
is a heavy user of ICT. Of particular importance is the stream of research originated by the construction
by a group of universities and computer users which held a meeting at the Computation Center of the
challenging requirements in the user sector generate a feedback on the creation of new ideas, and new
considering for example user entrepreneurs who develop solutions for their own interest and then start selling them
It would empower the user to discover new knowledge and open opportunities without having to process extensive data and information from various sources.
considering for example user entrepreneurs who develop solutions for their own interest and then start selling them
It would empower the user to discover new knowledge and open opportunities without having to process extensive data and information from various sources.
underrepresented, will make the site more interesting for the users, and should therefore be encouraged. The overall target of 30 million objects by 2015 is in line
expectations of the users. Provisions in the Member States ensuring that all material digitised with public funding is made available through Europeana would boost the
and agencies providing appropriately located facilities and services to golfers, anglers, boat users, walkers and
Such facilities can attract users to the bus and rail and away from the car and in doing
so as to facilitate business users. In the longer term, services should extend to provision of direct commuter service between Waterford and Wexford
Collection of capital contributions by local authorities from non-domestic users in a structured and uniform
Operational costs in respect of the non-domestic water and wastewater services to users to be recovered in
users through the capital budget and in a manner consistent with efficiency and environmental sustainability PPO 5. 22 The Regional Authority will support the adoption of water pricing plans by each local author
Promote a culture of energy conservation by all users Assist the development of indigenous sustainable energy enterprises
accessible to, local service users In addition to public facilities, there are a number of private operators providing healthcare facilities, such as the
It encourages users to propose new data sets that should be added. See also the UK Power of
invention producers and users of all sizes as well as investors, and will off er unit license rights
clusters to the maximum possible number of industrial users. Royalties/revenues coming from these licences would then be shared between public research and the Fund, with the intention of
users and innovators, and not only provide new tools for incumbent innovation communities...†â€oe†Yes, Innovation
demonstration, visualisation, and user participation Some places are showing the way forward. A Helsinki Design Lab is being established between the city, the
bring together design, technology and users in innovation projects. Amsterdam, Barcelona, Bristol, London Rotterdam and others are developing similar innovation
synchronization over countries and over user demands and frameworks of regulation. The precise roles of policies and governance at
impact of users on innovation. Demand side policies have also become more popular including public procurement (Edler and
R&i system, companies, government and innovation users. These projects form joint R&i agendas to transform sectors (RIS3CAT communities) and the territory (territorial
stakeholders (universities, industry, governments and innovation users) is key to generating new opportunities, creating wealth and employment and providing a
users) are key to reorienting the production system towards activities with higher added value and to creating new spaces for activity with high potential for generating jobs
that are users of technology Financing Government of Catalonia, European funds and other public/private sources of finance
users Innovative public procurement is an administrative action whose goal is to promote innovation aimed at developing new markets by generating demand through such public procurement.
R&i system, companies, government and innovation users. These projects form joint R&i agendas to transform sectors (RIS3CAT communities) and the territory (territorial
stakeholders (universities, industry, governments and innovation users) is key to generating new opportunities, creating wealth and employment and providing a
users) are key to reorienting the production system towards activities with higher added value and to creating new spaces for activity with high potential for generating jobs
that are users of technology Financing Government of Catalonia, European funds and other public/private sources of finance
users Innovative public procurement is an administrative action whose goal is to promote innovation aimed at developing new markets by generating demand through such public procurement.
Innovation users or groups representing demand-side perspectives and consumers, relevant non -profit organisations representing citizens
synthetic knowledge/applied research (user-driven approach), emphasising product and process innovations; and 2) the'DUI'(Doing,
and symbolic knowledge (market/user-driven), emphasising competence building and organisational innovations. 25 With respect to policy areas and organisations involved, the above wide view means that several
demand-side perspectives, embodied in innovation-user or interest groups of consumers, are represented along with intermediaries who offer a knowledge-based
innovation users, obtaining what is called a quadruple helix. 27 This is the necessary organisational counterpart of an open and user-centred innovation policy,
because it allows for a greater focus on understanding latent consumer needs, and more direct involvement of users in
various stages of the innovation process. RIS3 processes can develop environments which both support and utilise user-centred innovation activities also with the aim of securing better
conditions to commercialise R&d efforts The quadruple helix allows for a variety of innovations other than the ones strongly based on
and better involving user communities •Promote cluster management excellence by using the European Cluster Excellence
engaging user groups or at least by looking on innovations from the perspectives of user groups
needs of the industrial users, i e. large amounts †not lab scale â€, faster results, and standards
access to industrial users and in the context of industrial clusters ERDF provides financial support to create
a) feature as horizontal measures such as application-driven research and user-driven innovation and, adoption of ICT including ICT-based solutions in all kinds of fields (healthcare, healthy
effects on industry users from various industrial value chains, including suppliers and downstream sectors. KETS can spur innovation,
on the promotion allowing new potential users to become familiar with this innovative way of financing and contribute to a smooth and rapid implementation of these instruments
the users'evolving needs and expectations but also to budget constraints Directorate General (DG) Regional Policy is publishing a guide on social innovation for the EU's
DG Information Society and Media is applying the concept of user -driven innovation in Living Labs and in a number of European Cities supported by CIP ICT-PSP
The implication of users and of citizens in the whole process from conception and development down to validation and dissemination is expected to bring societal innovation in
bodies, representatives of civil society and research users and beneficiaries, regulators, etc 19 7. Implementation of Research Prioritisation
bodies, representatives of civil society and research users and beneficiaries, regulators, etc 19 7. Implementation of Research Prioritisation
enhancing linkages and interactions with downstream (user) sectors; and improving the patenting policy 85. For the construction cluster, the challenge is to better explore the local availability of
The development of links with global customers and with downstream user sectors is also important.
downstream users and global customers would also be necessary IV. 3. 5. Construction 126. Policies to support the regional construction
downstream user sectors is also important ICT competitiveness pole (see chapter 5 and annex 2
) and support for the development of links with global customers and with downstream user sectors.
new business models is depending on attracting a critical mass of users. In the context of Romania†s current development and its opening towards the European
attracting users From the point of view of the main influence zones, broadband communication benefits are to be found at the level of the public administration
subscriptions for internet access and f mobile phone users on subscription basis with internet access by EDGE, CDMA
subscriptions for internet access and mobile phones users on subscription basis with internet access by CSD, GPRS Broadband access connections at mobile points †prepaid
cards for internet access and mobile phone users on prepaid cards with access to internet by EDGE, 3g12
phone users on prepaid cards basis with access to the internet by GPRS43 abs. mil) abs. mil) abs. mil) abs. mil) abs. mil
broadband connections contracted by household users increased by 53%.%The greatest value in the total number of dedicated access internet broadband
users and offers the possibility to choose the most efficient method of communication in a given situation.
users or their special needs in order to obtain a maximum of benefits from broadband services in the sense of including them socially
-Number of users of e -learning services -%of companies with their own web site -%of companies using e
•Education of consumers and inclusion of disadvantaged groups of users III. 3. Monitoring indicators
3. European Charter of rights of electronic communications services users which will include the rights of all end users of electronic communications services
groups of users To support the development of broadband infrastructure and services Ministry of Communications and Information (MCSI) will call on the Structural Funds
Thus, users in urban areas have a great diversity of services offered; users in rural areas are facing either the problem of limited choice
option, having access to a single supplier or a limited number of suppliers for most
•Ensure equal conditions for disabled users 8â  The new strategy will focus on the development of both fixed and mobile
potential users of spectrum freed etc •The balanced development of infrastructure to provide digital television
•Introduction of detailed statistics available to all users, which can make comparisons on how the procurement is conducted
 users  throughout  the  system  Evidently  this  raises Â
 users  electric  vehicles  both  within  a  time  period
 Users  Electrotechnology  equipment  manufacturers   Telecommunications  Metering  manufacturers
 users   It  is  evident  that  the  emerging
also regard other players, like large ï rms or users. Future research should therefore investigate to what extent
source is the consumer or user. Users and consumers are playing a growing role in
innovation, for example in helping to test new products. New ICT in particular helps users and consumers to input into decision making about product design
The key consequences are increased the importance of collaboration and the opening of innovation to SMES.
The DUI mode, on the other hand, is driven a user approach that relies on experienced -based know-how and informal processes of adaptive learning.
with users of products and services outside the organisation. The result is innovation with localised usability in addressing problems faced by the firm.
components and materials, incorporated software, user-friendliness or other functional characteristics â Process innovation: The implementation of a new or significantly improved production or delivery meth
of Growth and Programme for User-driven Innovation are two of the Strategy†s initiatives
and synergies between the centres, a common webpage, telephone number, user evaluation system intranet, competencies development programme,
Programme for user-driven innovation The Programme for user-driven innovation has a yearly budget of DKK 100 million and runs for 2007-09
By strengthening the diffusion of methods for user-driven innovation in the private and public sector, the
programme aims to help increase growth in the participating companies and increase user contentedness and/or efficiency in participating public institutions.
The programme should also result in the development of new products, services and concepts, as well as in an increase of the qualifications of the
and final users such as public entities, associations and so on (the latter participating on voluntary basis, without grants) that stipulate cooperative agreements
Furthermore, 80%of users interviewed corroborated that the offerings were of value SMES, ENTREPRENEURSHIP AND INNOVATION Â OECD 2010100
interaction process between customers and suppliers or between users and producers which explains why proximity is so important for knowledge spillovers to happen
providers and users of technology carry out technology transfer activities; coordinate R&d financial tools; support technology
Generic General IT user skills, oral communication, written communication, numeracy and literacy, office administration skills Routine Repetitive, more basic, low knowledge-intensive skills (e g. packing chocolates in boxes in a factory
serving 5 million users and with an economic turnover of EUR 10 billion In Korea from 2007 to 2009, the Korean Ministry of Labor has certified 251 organisations
outside of public services and can be developed by the public, private or third sector, users and
They include general IT user skills, oral and written communication, clerical competencies, etc Breakthrough innovation A discontinuous innovation representing breaks with previous technologies and
Programme for user-driven innovation Finland Funding for Young Innovative Enterprises and Start-up Accelerator France
where users shape services, make decisions and may indeed actually be the same people as providers (Needham 2007.
Rather, societies and individual users apply new and existing 440 R. Grimm et al technologies in innovative ways.
work of users in information technology refer to practical efforts to make technologies work. Innovation from this perspective is not about design or even about adoption but
which the user may accept, reject or repurpose the innovation Willis, Webb, and Wilsdon 2007.
social networking sites opened up vast opportunities for user-led innovation that ranges from political activism (the Arab spring,
user/public service provider interactions (Fix My Street, for instance; http://www fixmystreet. com). The digital Open source movement is a driving force behind socially
developer†user/producer†consumer dichotomy, but also the distinction between public and private ownership In the digital age, the dichotomies of innovator†producer and user†consumer are
developer and technology users (see, for instance, Chesbrough 2003. Data is an important resource and output of these social media innovations.
dynamic relationships between user and provider Let us now move on to the creative and cultural industries.
and mobilize service users and developing through distinct, but sometimes nonlinear stages (generating, developing scaling up and disseminating ideas) means that a wide range of potential factors will be
innovation in the digital age where the once distinct roles of innovator, producer and user
However, users may print download, or email articles for individual use Abstract Introduction Conceptualizing social innovation
users and computer programs. Therefore, a social network based digital city is more flexible (Ishida, 2002b), has
and structure social interactions among the users of a digital city and to stimulate commerce
the objectives of the I3 project are to manage the network of users and resources in
the system and to provide its users with opportunities for social support, business collaboration, communication with
users having similar interests, resource sharing, information/knowledge exchange, and resources needed for innovation success without being presented physically in a social exchange process.
•Enabling users to learn best practices or propose new projects •Generating, collecting and correlating social network data (e g. degree, density, etc.)
provides users with an easy interface to the information that is required. The application was tested and run on
Although the actual system includes both user modules and administrator modules, only the administrator modules
User Management region (the top left corner of the figure) provides the administrator with complete control over the management of users in the system.
The Company Management region located on top right corner of the figure includes detailed company information.
human resource which is part of the user management scheme) and facilitates collaboration. The Request Management region (bottom left corner of the figure) is tied with the Resource Management segment as resource
to user, company, resource or request management like Education level, Occupation list, Ethnic group, Expertise areas, NAICS code, Nonprofit type, Occupation type, Session type, Milestone, Counties, zipcodes, regions, contact
User Management Identity and social interaction foster cooperation and should be supported via social, technical, and socio-technical
User profiles and preferences must be captured to facilitate collaborative and cooperative environments and to give the user a sense of belongingness in the community (Ferguson et al.
2004). ) User registration and profiles are created through an initial registration process and data (e g.,, occupation, education
information, college teaching, highest education level, privacy level, etc. for the user management entities are
captured during this registration process The human resource entity is subdivided into four sub-entities-USERS, MEMBER, INDIVIDUAL, and
BUSINESS OWNER. The USERS entity forms the bounding box for all other entities. Every participant in I3 is
defined as a user, which forms the outermost layer of the entity diagram. The MEMBERS entity inherits attributes
from the USERS entity and defines additional attributes for an authorized member (AM. An authorized member
will have a profile once the user completes the registration process and can own businesses (the
BUSINESS OWNER entity) or can operate as an individual (the INDIVIDUAL entity. The INDIVIDAUL and BUSINESS OWNER entities inherit attributes from MEMBERS entity
a user (e g.,, annual income, education information, occupation, expertise areas, ethnics, etc..The information for
search capabilities that allow the administrator to retrieve specific user information for modification or deletion
Sample of User Management Screen †User Profile It is important to track social network evolution for every user at all times (Hanneman, 2001) as social interaction
can form influential circles that transform innovation into a successful business plan. The survey statement entity
All communication among users after joining the system are tracked and used to monitor changes in social network parameters and network evolution of users.
The information maintained by the entities is used to calculate the network†s key parameters like effective size of the network
change when new users are added to the system Company Management I3†s Company management fosters collaboration by providing company information to registered users.
For example, if a company†s objective matches that of a user†s, a collaborative business could be in the process
registered users to improve innovations success (Lea et al. 2006). ) User management and resource management function in tandem in I3.
If a registered user (also human resource) requests a resource, the request is assigned to a
case manager and the linkage between user management and resource management is established 9 B. R. Lea, W. B. Yu & P. Kannan 2007 Volume 16, Number 3
If the resources provided are all-encompassing, it is expected that more users would join the system and as a result
of which, the general connectedness of the network will increase. Obtaining and maintaining information on the
various resources available in the system and providing them to users are the objectives of resource management
Each resource is tagged to its owner (a registered user) and is classified into a resource type
Partial User Social network information Survey †Who Knows Who 10 Social network Digital City Management Journal of International Technology and Information management
2006) indicated that a virtual community should provide advanced content service for users, have advanced navigational/search capabilities for information retrieval,
both administrators and users can view and search for esources. r Figure 11 is a sample resource screen designed based on the ERD.
Stage name of the resource owner (First name, Last name), Name of the Resource, User ID, or Resource ID. The
and view resources posted by other users and can contact them for directing resources of
interests to other users who may need it, as illustrated in 11 B. R. Lea, W. B. Yu & P. Kannan 2007 Volume 16, Number 3
with other users and communicate with them to exchange viable information that could serve as a seed to
Contact User Other functions provided to the administrator include maintenance functions like addition, modification, deleting
However a registered user will be allowed to manipulate only his/her own resource entries. All changes are processed in an on line real time manner
helpful tips when a user moves mouse over a field, as shown in Figure 12
and collaboration activities and enables users having similar business objectives to connect and work together towards developing a collaborative business.
social interaction among users and improve the general connectedness of the system, I3 provides an internal email
system that allows users to inquire resource or exchange ideas. As Kollock (1996) recommended, a system should
and should encourage users to read what has been said in the past about the subject at hand. Therefore, I3†s email system is desgined to allow users to post messages on their needs or
communicate a new innovative idea to another member without restricting the length or number of messages that
Once the user logs into the system, the user can view new messages or all the messages
received in the mail box. The user can reply to selected messages, retrieve the complete information on selected
messages, or view all messages related to a particular message For the prototype, administrators focus on the threads of messages (chain of related messages),
For instance, a user may require 1000 sq ft. space resource and has emailed many users regarding the resource requirement, for
which he has received many replies but the user is not sure who to contact. To provide the right resource at the right time,
the software agent could 12 Social network Digital City Management Journal of International Technology and Information management
review all resources available that match the requester†s requirements and can direct the resource to the user (this
so the user does need not to wait for a reply. Some room for error exists in the thread analysis
extended discussions that took place within the group of users involved in the discussion Smart tips are enabled
provide equitable decision-making opportunities to the user. In I3 several graphical representations are provided with many reports to give the administrator a different direction for analyzing data.
Request management is presented in the bottom left corner of the Figure 6 ERD and forms a link between the user
Both the user and administrator can view the request details (Request Information Service Session, Milestones) in a hierarchical tree format,
However, a user can view, search delete, or modify his/her own request status while system administrators can view,
requests from different users Administrators and case managers monitor service requests to ensure that resources required by users are provided
in a timely fashion. To improve efficiency of request management, a ticket status form is designed to displays status
A as a User (user 1020 in this example)( b) As a System Administrator Figure 18: Viewing Status of Tickets in Hierarchy Tree Form
interaction among the users of the network, stimulating commerce and collaboration activities, and creating the
interactions among users and opportunities to access critical resources to support the innovation process. The
communication and collaboration services in I3 enable users to develop their direct or indirect connectedness to
Personalization and intelligent interaction between digital cities and their users based on user 18 Social network Digital City Management Journal of International Technology and Information management
participation and collaboration for users. Business and transaction services are yet to be provided. Also as part of
system) periodically to help the administrator in understanding the requirements of the users in the system and
Capture user profiles and preferences Add, Modify, Delete, and Search User profiles Facilitates collaborative environments and gives the
user a sense of belongingness in the Information City User Management Manage user's business
information and provide the information to all the registered users in the system, as needed Add, Modify, Delete, and
Search Company Profile Fosters collaboration, as the company information is publicly available Company Management Obtain and maintain
information on the various resources available in the system and provide them to users whenever needed
Add, Modify and Delete Resource information for users Contact feature, Email System Helps make successful
business innovations as successful innovations in business are possible by mobilizing and directing resources Resource
Management Maintain requests for resource and to keep the resource request-to -procure process going by
providing the users with resources on time Add, Modify, Delete Case Manager, Milestone, Service Session, Case, View ticket
Present key network (users and resources) statistics in Forms and Graphs Resource usage report by
Collect user perspectives on different issues of Social network ing and forming influential circles through social interaction
His research interests include User Resistance, ERP implementations, IT personnel, and Web Usage. He has published papers in journals such as Communications of the
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