E-service: a new paradigm for business in the electronic environment
Communications of the ACM - E-services: a cornucopia of digital offerings ushers in the next Net-based evolution
Understanding and Designing for Intermediated Information Tasks in India
IEEE Pervasive Computing
A research manifesto for services science
Communications of the ACM - Services science
The Service System Is the Basic Abstraction of Service Science
HICSS '08 Proceedings of the Proceedings of the 41st Annual Hawaii International Conference on System Sciences
Making mobility work in Child Protective Services: lessons from the field
dg.o '08 Proceedings of the 2008 international conference on Digital government research
Intermediated technology interaction in rural contexts
CHI '09 Extended Abstracts on Human Factors in Computing Systems
Intermediated technology use in developing communities
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Human–Computer Interaction and Global Development
Foundations and Trends in Human-Computer Interaction
Proceedings of the South African Institute of Computer Scientists and Information Technologists Conference on Knowledge, Innovation and Leadership in a Diverse, Multidisciplinary Environment
It takes a network to get dinner: designing location-based systems to address local food needs
Proceedings of the 2013 ACM international joint conference on Pervasive and ubiquitous computing
E-government intermediaries and the challenges of access and trust
ACM Transactions on Computer-Human Interaction (TOCHI)
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In this paper, we present the results of a study of the work practices of food assistance outreach workers. We introduce the construct of service mediation, which includes the technical, social, and knowledge labor practices involved in enabling access to and use of an e-government service. We explore the service mediation activities of outreach, technological assistance, providing knowledge, and ongoing engagement. These activities bring to light how successful service relationships involve fostering a process, bridging relationships, and providing broader scaffolding. The results of our research highlight the role service mediation plays in the use of services and service technologies in information-rich organizations. This research extends previous conceptualizations of mediation by documenting how mediators support broader service processes for their clients, transform potential beneficiaries into clients, and engage in long term assistance. Therefore, this work moves beyond prior conceptualizations of mediation that concentrate solely on enabling access and use of specific technologies.