> -----Original Message-----
> From: Martyn, David J
> Sent: 25 March 2009 10:48
> Subject: BCS Sociotech Group talk
>
> Following on from last year's successful series the first talk of 2009 will be on Thursday 16 April, 18:30 for 19:00 start at the University of the West of England (UWE) Frenchay campus.
>
> Professor Roger James
> Director of Information Systems
> University of Westminster
> Customer service - a defect in a technical society
> The genius of Google is you get a first rate technical experience with zero support [ie no customer service department]. Their whole business model is service free - relying instead on great technology, building and maintaining user competence and an ethos of self help. As a trivial but pertinent example there are approx 3500 books on Microsoft Office and 5 on Google apps - yet google apps offers substantially the useful elements of office. Should we consider this > '> inbalance> '> a defect in Microsoft Office and should we anticipate a campaign on service quality akin to the six sigma product quality initiative over the last 20 years. Can one argue that technology is finally becoming sufficiently mature and ubiquitous to imagine this happening?
>
> Please email me on mailto:[log in to unmask] if you would like to attend and I'll forward venue details when available.
>
> Further talks planned:
> 30 April Socio-Technical Evaluation Of Information Systems: A Pragmatic Approach - Richard Vidgen, Professor of Information Systems in the School of Management at the University of Bath.
> 14 May The Design of Everyday Networked Interoperable Things - Guy Walker, Research Fellow at the University of Southampton.
> 11 June Does Technology make any difference in our Social Life ? Lessons from Social Network Sites and other Social Mediated Technologies - Alistair Sutcliffe, Professor of Systems Engineering, in Manchester Business School, University of Manchester.
>
> Further details on these talks to follow closer to the dates.
>
>
> Eur Ing Dave Martyn CEng MIMechE MBCS CITP
> Tel.: +44 117 9790708
> email: [log in to unmask]
>
> BCS Sociotechnical Group http://www.bcs.org/server.php?show=nav.9926
>
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