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2016 | OriginalPaper | Buchkapitel

Prioritizing Tasks Using User-Support-Worker’s Activity Model (USWAM)

verfasst von : Hashim Iqbal Chunpir

Erschienen in: Human Interface and the Management of Information: Applications and Services

Verlag: Springer International Publishing

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Abstract

Service desk has been widely deployed to cater user-support in an organisation. However, in the field of e-Research there are only few studies conducted to enhance the user-support services or user-services. Little has been done to improve the motivation of the employees of e-Science infrastructures to service incoming user requests known as incidents. In this paper, User-Support-Worker’s Activity Model (USWAM) is presented that enhances the interactivity of the employees of cyber-infrastructures with the incidents. Furthermore, the model enhances not only the handling of the incoming user requests but also the management of the core activities assigned to the employees via visualization queues and matrices in the UI. Subsequently, USWAM aids the employees to remain interested in supporting users, similar to playing a game. Accomplished tasks can be rewarded in the form of money/gifts or recognitions. Finally, USWAM can be transferred to other service-oriented domains where prioritization or management of tasks is required.

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Vorheriges Kapitel Fortune Air: Interactive Fortune-Telling for Entertainment Enhancement in a Praying Experience
Nächstes Kapitel Improving User Interfaces for a Request Tracking System: Best Practical RT
Fußnoten
1
The word “customers” can be replaced.
 
2
However, USWAM is not only limited to employees rather to whoever who is interested in supporting users.
 
3
A set-time to process an incident is mutually agreed by user support task force which is part of a governance of a cyber-infrastructure.
 
4
Gamification is “a process of enhancing a service with affordances for gamely experiences in order to support user’s overall value creation.”[36].
 
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Metadaten
Titel
Prioritizing Tasks Using User-Support-Worker’s Activity Model (USWAM)
verfasst von
Hashim Iqbal Chunpir
Copyright-Jahr
2016
Buch
Human Interface and the Management of Information: Applications and Services

Print ISBN: 978-3-319-40396-0

Electronic ISBN: 978-3-319-40397-7

Copyright-Jahr: 2016

DOI
https://doi.org/10.1007/978-3-319-40397-7_36

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