The telecommunications industry's reputation for poor customer service has been much commented on but little analysed. This study seeks to assist in the three-party engagement between providers, consumers and regulators to improve industry performance. Building on a workshop conducted in 2006 by the Consumer Council of ACI, a small pilot survey was conducted to assess...

This paper reports findings from a study of user behaviours and intentions towards online news and information in Australia, undertaken by the Queensland University of Technology Creative Industries Faculty and the Smart Services Cooperative Research Centre. It has used a literature review, online survey, focus groups and interviews to explore attitudes and behaviours towards online...

In its April 2008 Review of Australia's Consumer Policy Framework, the Productivity Commission identified problems with the coverage of the various schemes for handling consumer complaints about communications services. It raised a number of longer-term possibilities, including 'a single consumer entry point for communications services complaints', or an 'umbrella arrangement encompassing all individual dispute resolution...

This paper is part of an exploration of the role of overarching policy, standards and frameworks and models for enabling the management of knowledge in organisations. It reports an empirical study of how large Australian government agencies are using policy and standards in their pursuit of managing knowledge. The study focuses its enquiry on the...

The move to develop new visualisation tools for online activities is a response to the complex systems of our expanding, informationalised world and the realisation that graphical representation improves our ability to navigate and make sense of it. But when such tools are combined with social networking and gaming principles, the impact is multiplied, the...