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Call for position papers
"New Directions for Usability Evaluation - How does ICT user  
satisfaction effect productivity and customer satisfaction?"

UITQ workshop on August 9, 2009, Beijing, as part of the IEA 2009,  
17th World Congress of Ergonomics, organised by Human Computer  
Interaction Group, KTH, Sweden, in cooperation with UsersAward, LO,  
TCO, VINNOVA and IFIP WG 13.2 on Methodologies for User-Centred  
Systems Design.

http://hci.csc.kth.se/eve_view.jsp?name=UITQ%202009

AIM OF WORKSHOP - RELATING USER AND CUSTOMER SATISFACTION
The service sector's increased attention to mapping consumer  
preferences and the fact that customer satisfaction indices are  
emerging as a leading indicator of economic performance can be seen as  
two signs of a slowly growing power of consumers in market sectors  
characterized by healthy competition. However, the ICT hardware and  
software industry as a whole has been late to elicit consumer feedback  
as important input for design and development of new products and  
services. While the internet and web technologies have increased the  
competition further, the ideal model of a successful ICT software  
provider is marked by close, ongoing dialogues with their client  
companies, public sector agencies and/or other user communities.  
Competitive clients on their part need trustworthy instruments to  
evaluate how satisfied their employees are with the software they have  
bought. If these clients also have their end consumers involved in  
using this software, evaluations of both empoyee and customers  
satisfaction are needed to stay in business.

The UITQ 2009 workshop (User-driven design and quality assurance) will  
focus on how to measure and publish user/employee/customer  
satisfaction is at the heart of organizational ergonomics, which  
according to the IEA definition is concerned with the optimization of  
sociotechnical systems, including organizational structures, policies,  
and processes for crew resource management, participatory design, and  
quality management. (http://www.iea.cc/browse.php?contID=what_is_ergonomics 
). The congress tracks concerned span both Work With Computing Systems  
(WO) and Human Computer Interaction (HU).

KEY TOPIC - TRACING ECONOMIC EFFECTS OF USER SATISFACTION
The workshop will focus on how individual firms and agencies can  
benefit from different kinds of user/customer satisfaction evaluation  
instruments. The key question for presentations and discussions is how  
ICT user satisfaction effects employee and customer satisfaction. The  
workshop will include presentations from the UsersAward project  
members and invited representatives from research and industry who  
will present their experiences from user, employee and customer  
satisfaction evaluations. Group discussion will focus on comparing  
basic assumptions, explanatory models and empirical findings from  
different frameworks for assessing ICT user satisfaction.  
Specifically, we invite contributions regarding the following topics:
  - observation, interview and questionnaire methods for measuring  
user satisfaction
  - formats for reporting results from such investigation (levels of  
satisfaction; quotes,
      commentaries from users, management, software providers;  
comparisons; ranking etc.)
  - methods to document causal links between user satisfaction and job  
engagement
  - methods to document causal links between job engagement and user  
satisfaction

PARTICIPANTS
The workshop invites practitioners, system developers, interaction  
designers, software vendors, and researchers from a wide spectrum of  
disciplines to presentations and constructive discussions about the  
topics presented above. Everyone who is interested in user oriented  
quality work, or have taken part in, led, or studied such work in  
industry, the health-care or service sectors, are most welcome to  
participate.


IMPORTANT DATES
  - Position paper submission: June 15, 2009
  - Response to authors June 30,  2009
  - Workshop August 9, 2009
  - Planned publication of final proceedings, Autumn 2009

SUBMISSIONS
The position papers may be between one and four pages and should be  
sent to Åke Walldius, ([log in to unmask]) not later than June 15, 2009.  
They will be peer-reviewed by the workshop organizers. A template for  
the position paper format can be downloaded from: http://www.iea2009.org/IEA2009_paper_format.doc 
  (NOTE: Use the submission address above, not the one given in the  
paper template.)

Abstracts from the invited presentations, position papers and minutes  
from the workshop discussions will be published in workshop  
proceedings. The workshop at IEA 2009 is the third in the UITQ series  
of workshops (User-driven IT Design and Quality Assurance). Proceeding  
from the two earlier UITQ workshops can be found on:
UITQ 2005: ftp://ftp.nada.kth.se/IPLab/TechReports/HCI-15.pdf
UITQ 2007: ftp://ftp.nada.kth.se/IPLab/TechReports/HCI-43.pdf

WORKSHOP ORGANIZERS
Åke Walldius, workshop co-chair, Human Computer Interaction, KTH, Sweden
Ynge Sundblad, workshop co-chair, Human Computer Interaction, KTH,  
Sweden
Helena Tobiasson, Human Computer Interaction, KTH, Sweden
Bengt Sandblad, Human Computer Interaction, Uppsala university, Sweden
Lars Bengtsson, Industrial Economics, Gävle university, Sweden
Jan Gulliksen, Human Computer Interaction, Uppsala university, Sweden
Nils-Göran Olve, Economic Information Systems, Linköping university,  
Sweden
Ove Ivarsen, UsersAward, Sweden
Torbjörn Lind, UsersAward, Sweden

WORKSHOP VENUE AND CONTACT PERSON
The workshop will be held on the IEA 2009 Congress site, Beijing  
Jiuhua International Conference and Exhibition Center  
(www.jiuhua.com.cn). For forther information on the local, visit the  
workshop website: http://hci.csc.kth.se/eve_view.jsp?name=UITQ%202009
Workshop contact: Åke Walldius, ([log in to unmask]).

THE USERSAWARD NETWORK
The UsersAward research and development project started in 1998 as a  
joint initiative of LO (Swedish Trade Union Confederation), TCO  
(Swedish Confederation for Professional Employees), KTH (Royal  
Institute of Technology) and Uppsala university to enhance the quality  
of workplace software and to increase the awareness of the effects of  
good software on the work environment and the economic performance of  
the organisation. Inspired by the success of the TCO quality and  
environmental labelling programme for computer hardware (http://www.tcodevelopment.com 
), the UsersAward has initiated yearly ICT Users Prize Contests since  
2000, performed four comprehensive national surveys of user  
satisfaction in industry, health care and banking and awarded seven  
User Certified certificates to software providers for software  
packages that have met and exceeded the expectations of users who have  
used the packages for at least one year. In 2003, the UsersAward  
development company was formed to manage Prize Contests, surveys and  
the certification programme (http://www.usersaward.se). In 2005 and  
2007 the UsersAward research panel arranged the international research  
workshops UITQ 2005 and 2007 which assembled practitioners and  
researchers to critical discussions on issues such as methods for user- 
driven design, deployment and evaluation, standardisation, procurement  
processes, Enterprise Resource Planning systems, work environment  
aspects and customer satisfaction indices. The UsersAward research has  
been sponsored by the Swedish Governmental Agency for Innovation  
Systems, VINNOVA, which in November 2008 awarded the group a new three  
year grant to further develop the UsersAward methodology and  
instruments.

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