Workshop 5 Admiring the scenery Forms, AJAX Screen Layout and Mobile Interfaces

1. Ideas for customers enhancing experience on Web 2.0 and mobile technologies

Sales and marketing. Web 2.0 sites provide new sales and marketing venues for companies—ones that are often already geared demographically to certain populations. For example, companies that want to target professionals may choose to advertise on LinkedIn, a business-oriented social networking site, whereas companies targeting the youth market may advertise on FunkySexyCool, a mobile-oriented social network run in cooperation with MTV. In addition, these new online sales and marketing channels compare very favorably to traditional channels in terms of cost. Also, with the mobile technologies, customers can get into different channels at anytime and anywhere they want.
Customer service. Web 2.0 platforms offer companies the ability to create very interactive high-quality customer service sites that network together customers, staff, and suppliers. In addition, companies can create customer service sites moderated by full-time employees that encourages end-user created content and wide participation among users—enhancing consumers’ customer service experience and building loyalty. ( BoozAllen, 2007)

2. Software, hardware, networking, systems, procedures and personnel would be needed to support the Developers in order to provide mobile device interfaces to the OTBS in a stage 2 project. There are four critieria we have to care about :-

- User friendliness
- Didactic efficiency
- Technical feasibility
- Cost effectiveness

The diagram below shows the delivery options , deployment languages and plateforms can be used for the mobile device interface (Attewell, 2005)

3.The improved business process can be divided into four different steps

- Customer contacts the call centre through any of the channels available (telephonist, Interactive Voice Response, Internet etc).

- The confirmation of location process starts. The main objective is to identify the origin of the customer.

- The dispatch system allocates a car.

- The car is contacted and it picks up the customer

This new business process system performs a large number of measurements. The company has been able to identify savings by a reduction of the distance from vehicle to customer . Other benefits for taxi drivers are better information access, new services available and improved work environment. Customers experience reduced estimated time of arrival and faster reservation process. The traffic control office is able to perform real-time information retrieval from the cars and at the same time benefits from location based retrieval advantages, improved information retrieval from the mobile resources and finally, real time notification advantages are also achieved. (Heijden, 2002)

References:

1. BoozAllen, 2007, " Companies to adapt to Web. 20 "<http://www.boozallen.com/media/file/The_Urgent_Need_for_Companies_to_Adapt_to_Web_2.0.pdf>

2. Heijden, 2002, " Buisness Process"
<http://is2.lse.ac.uk/asp/aspecis/20020043.pdf>

3. 2. Attewell, J., & Savill-Smith, C. (2005), ‘Mobile learning anytime everywhere: A book of papers from MLEARN 2004
<http://elearning.typepad.com/thelearnedman/mobile_learning/reports/mLearn04_papers.pdf>