Information Management

2024 Assessment of Virginia’s Information Ecology of the Disability Services System

Access to disability services information depends on many factors, from an individual’s digital literacy, social connections and physical mobility to the interface design of websites. However, it is also true that the availability of disability services information (e.g., how to apply for a Medicaid Waiver) and how such information is managed and provided to end users in Virginia are also critical factors that shape people’s information access. This assessment focuses on understanding the latter, namely, the “information ecology” of disability services in Virginia.

Understanding Information Managers: A Thematic Analysis of Information Challenges of Disability Service Providers

This paper details an investigation into the information management challenges encountered by disability service providers. Prior research has mainly focused on understanding the information management challenges related to user records or internal organizational systems. However, this study posits that the information access patterns of disability services users are significantly influenced by their interactions with service providers’ information management practices in localized settings.

AI or Authors?: A Comparative Analysis of BERT and ChatGPT’s Keyword Selection in Digital Divide Studies

Author keywords attached to academic papers are often used in intellectual structure analysis. However, the length and selection criteria for keywords vary across publications and, even some publishers do not require keywords for their articles. To explore the opportunity to overcome such keyword inconsistency issues, this study compared author keywords from papers focused on the digital divide with those extracted using the language models, BERT and ChatGPT.

Visualizing Local Information Inequality in South Korea: An AI-Based Approach Using Public Library Data

The goal of the project is to understand information inequality across geographical regions in South Korea and visualize them using an AI-backed visualization tool. Our plan, spanning three years, revolves around the development of an intuitive platform for the purpose of visualizing these disparities. During the first year, we aim to construct comprehensive metrics for assessing the level of informational inequality, based on the theory of local information landscapes (LIL theory).

The NYC311 App & Community Engagement in Coproducing Municipal Services

In the public sector, governments and the people they serve increasingly collaborate to coproduce public services. To support the coproduction of municipal services, specifically, local governments have incorporated various digital technologies into their information systems. How do digital technologies affect community residents' engagement in coproducing municipal services?

Mapping Information Ecology: Understanding the Fragmentation of Disability Service Information

As organizations and individuals provide various information to multiple systems within a region, the information becomes fragmented, making it difficult for people to access the necessary information. Individuals have limited resources to navigate all the sources and use only part of the available ones. Disability service information is further fragmented due to diverse actors, ranging from government agencies to for-profit organizations, who often provide only partial information.

Towards an Expectation-Oriented Model of Public Service Quality: A Preliminary Study of NYC 311

The 311 system has been deployed in many U.S. cities to manage non-emergency civic issues such as noise and illegal parking. To assess the performance of 311-mediated public service provision, researchers developed models based on execution time and the status of execution. However, research on user satisfaction suggests that the level of individuals’ perception is asymmetric with respect to the quality of services, because negative experiences have a stronger impact on people’s dissatisfaction than positive experiences do for satisfaction.

Understanding the Present and Designing the Future of Risk Prediction IT in Fire Departments

This research will develop and design new data-driven risk prediction principles and management (DDRPM) tools that anticipate and manage a variety of community risks, which fire departments are increasingly required to respond to, including medical, fire, and safety emergencies. Today, much of their work focuses on community risk reduction (CRR), a paradigm that seeks to mitigate risks before they lead to emergencies in the first place. The CRR paradigm will leverage new data-driven risk prediction and management (DDRPM) tools to predict and respond to a variety of community risks.

Social Justice & Technical Efficiency: The Role of Digital Technology in Boston's 311 System

Does digital technology help or hinder the realization of social justice in government services? Applying theories of distributive justice, we analyzed data from Boston's 311 system (for residents to make requests for non-emergency services) paired with data from the American Community Survey. We found that, as residents used the system's digital channels (website and mobile app) more frequently, the number of requests they submitted increased.

In Search of Social Justice: The Role of Digital Technology in a Government Information System

In producing and providing services to local residents, municipal governments increasingly incorporate digital technology into their Information Systems (IS). In these digitally-enhanced government IS, how does digital technology affect social justice in the use and outcomes of the systems? By applying theories of distributive justice and analyzing data collected from Boston's 311 system for residents to request non-emergency services, we have found significant and lasting disparities between wealthy and poor communities in the use of the system's digital channels (mobile app and website).

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