Examining electronic services both as products and as organization, this chapter discusses the development and management of e-services at Roskilde University, Denmark. The services in question can be distinguished according to purpose into products meant for administration, communication, education, and integration. The chapter discusses several examples of e-services from the point of view of adoption of technological innovation. Further, it is argued that participatory design and voluntary adoption are factors favourable to, but also challenging to the adoption of e-services. The technical and organizational integration of e-services are also touched upon, as is the importance of maintaining a creative environment for developing the services. The chapter concludes by outlining some challenges to the continued diffusion of e-services in the organization.
Cases on Managing E-services, 2008, p. 189-203
IT-administration; IT-services; Højere uddannelse; IT-udbredelse; IT-ledelse; IT-strategi; Organisationsudvikling; Participatorisk design; Teknologi-integration; Brugerinddragelse; Academic Administration Information Services; Electronic Services; Higher Education; IT Diffusion; IT Management; IT Strategy; Organizational Development; Participative Design; Technological Integration; User Participation