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Rich Internet Application (RIA) technologies offer designers the opportunity to experiment with novel interaction grammars, whose implications for conceptual modeling still need to be fully understood. An open problem is the ability to characterize the fluid, smooth and organic nature of the user interaction and navigation in ways that allow web engineers to share through a common vocabulary, as well as sketch, explore and specify design decisions in the light of usability requirements and stakeholder's goals. The purpose of this paper is to address this problem.

To meet this challenge, the authors extend IDM (Interactive Dialogue Model), a dialogue‐based approach focusing on the conceptual dialogue flow with the user, codifying a set of key modeling constructs in order to describe the new dialogue features of RIAs.

The approach, called Rich‐IDM demonstrated some relevant features: expressiveness to capture interactive features at a high level of abstraction, semi‐formality to facilitate the establishment of a common ground between designers and web engineers, and traceability of the design to important usability requirements.

The paper proposes a simple way to fill the gap between hypermedia design and user experience design for RIAs, which is an open issue, both from the web engineering point of view and the human‐computer interaction point of view.

The authors have described how Rich‐IDM can help designers to capture and cope with some RIA interface flaws. In this case, the benefits of the approach are directly related to the semantics of its primitives.

The authors' proposal is the first, consolidated step of a promising research avenue.

People often engage in different information-seeking strategies (ISSs) within a single information-seeking episode. A critical concern for the design of information retrieval (IR) systems is how to provide support for these different behaviors in a manner which searchers can easily understand, navigate and use, as they move from one ISS to another. The purpose of this paper is to describe a dialogue structure that was implemented in an experimental IR system, in order to address this concern.

The authors conducted a user-centered experiment to evaluate the IR systems. Participants were asked to search for information on two different task types, with four different topics per task, in both the experimental system and a baseline system emulating state-of-the-art IR systems. The authors report here the results related explicitly to the use of the experimental system's dialogue structure.

For one of the task types, most participants followed the search steps as predicted in the dialogue structures, and those who did so completed the task in fewer moves. For the other task type, predicted order of moves was often not followed, but participants again used fewer moves when following the predicted order. Results demonstrate that the dialogue structures the authors designed indeed support effective human information behavior patterns in a variety of ways, and that searchers can effectively use a system which changes to support different ISSs.

This study shows that it is both possible and beneficial, to design an IR system which can support multiple ISSs, and that such a system can be understood and used successfully.

This paper aims to present a case study of the application of a methodology that represents an innovative strategy that integrates researches on interaction design and business process management with practical implications. This methodology is devoted to aligning the needs of enterprise system users with business processes (BPs).

This approach establishes an unbroken network of links between BPs, task models and abstract representations of user interfaces. Once the models are linked, it is possible to identify the impact that any change on these models may produce in other models. The main challenge is to organize the linked models according to the organizational context and manage those links with consistency in order to support improving process efficiency and user productivity. This approach has been applied in a large telecommunications organization during four months with its application in two different projects and validated with a cost‐benefit analysis.

Applying this approach in large organizations has demonstrated that: every involved stakeholder is capable of understanding the whole approach in one working day; creating the models and linking them with the corresponding business process models takes around three men/day per core business process; and applying this approach brings up to 60 per cent of return on investment related to process improvement and user experience.

The main differentials of this methodology include using simple models; considering light actions; preserving the independence of technology; and adopting a human‐oriented approach assuring that every managed information impacts people and not only systems, thus enabling fast adaptation to the business dynamism.

The purpose of this paper is to expand the Swiss Index of Customer Satisfaction (SWICS) model by investigating the role of customer dialogue in the interrelationships among customer satisfaction, customer trust, perceived value and customer loyalty upon Vietnam banking industry.

The conceptual framework was developed from both an exploratory research with focus group method and the literature. A structural equation model linking customer dialogue to customer satisfaction, customer trust, perceived value and loyalty is tested using data from a sample of 389 Vietnamese individual bank customers.

The results indicate the key role of customer dialogue in bank marketing since it not only has an independent impact on customer loyalty but also mediates the effect of customer satisfaction on loyalty completely and the relationship between customer trust and loyalty partially. Besides, the central role of customer trust was also highlighted since it mediates totally the effect of perceived value on both of customer dialogue and customer loyalty while explaining partially the path from customer satisfaction and customer dialogue.

First, regarding sample size, the authors have used suitable sampling methods with adequate sample representation. However, a larger sample size with more diverse age range and usage of various banking services may be more helpful and effective for the path analysis and managerial implication. Second, the authors have used only a limited set of measurement items due to the concerns of model parsimony and data collection efficiency. For example, perceived value can be measured upon more detailed dimensions, and yet the author focussed only on some selected measures based mainly on their relevance to the context studied.

The findings imply that building trust and engaging with customers better through communication are keys for Vietnamese commercial banks to gain more customer loyalty in such competitive conditions.

The study is noteworthy that it adds perceived value and customer trust in the SWICS model and investigates the interrelationships between all variables in a single model.

The purpose of this paper is to clarify the conceptual issues of information behaviour research by reviewing the approaches to information interaction in the context of information seeking and retrieval (IS&R).

The study uses the conceptual analysis focussing on four pioneering models for interactive IS&R proposed by Belkin, Ingwersen and Ingwersen and Järvelin.

A main characteristic of models for information interaction is the tripartite setting identifying information resources accessible through information systems, intermediary/interface and user. Dialogue is a fundamental constituent of information interaction. Early models proposed by Belkin and Ingwersen focussed on the dialogue occurring in user-intermediary interaction, while more recent frameworks developed by Ingwersen and Järvelin devote more attention to dialogue constitutive of user-information system interaction.

As the study focusses on four models developed within the period of 1984-2005, the findings cannot be generalised to depict the phenomena of information interaction as a whole. Further research is needed to model the specific features of information interaction occurring in the networked information environments in particular.

The study pioneers by providing an in-depth analysis of the ways in which pioneering researchers have conceptualised the phenomena of interaction in the context of IS&R. The findings contribute to the elaboration of the conceptual space of information behaviour research.

To conceptualize and theorize dialogue's diagnostic as well as generative functions for strategic innovation and organizational change.

Conceptual development with case illustration.

Strategic innovation requires shifts in existing mental models of organizational actors that underlie the overall strategy paradigm of a firm. Dialogue as a form of reflective conversation enables actors to alter managers' mental models through conscious, critical exploration.

Conceptual framework introduces reflective dialogue, as a crucial processual element for encouraging shifts in mental maps and as a necessary, but not sufficient condition for strategy innovation; provides an analytical framework for enhancing understanding of the emergent processes of strategic innovation, and for studying shifts in organizational actors' mental models.

Provides organizational change agents and strategists with perspectives and frameworks for appreciating and fostering reflective dialogue in the context of strategic thinking and innovation.

Concept of reflective dialogue and associated frameworks link micro‐levels and macro‐levels of strategy innovation and address critical process elements.

The study aims to investigate the effect of the dialogue embedded synectics model of teaching on the creative thinking of students.

The research design of the study was a nonequivalent control group design of quasi experimental research. This study collected data from 80 students in the seventh grade from two different government schools in Bathinda, Punjab, India, which were selected using a random method. The subjects of experimental group were taught by the investigator using the dialogue embedded synectics model of teaching and the subjects of control group were taught by their teacher using the traditional teaching method, i.e. the Herbartian method. The data collections were done using the creative thinking test developed by Baqer Mehdi (1995). The data analysis techniques used t-test.

Key finding indicates that the dialogue embedded synectics model of teaching is effective in enhancing the creative thinking of students as compared to the traditional method.

The present work is unique in terms of development of an innovative pedagogy, i.e. the dialogue embedded synectics model of teaching, which has the potential to encourage students' creative thinking, a key concern for society in the 21st century. Therefore, it is suggested to conduct similar type of studies on this innovative pedagogy and this model of teaching may be used by teachers for enhancing creative thinking of seventh class students.

Dialogue has been an elusive concept for academics when it comes to its definition within organisational contexts. In spite of the vast amount of academic research, it is not easy to find concrete proposals – both from theoretical and empirical standpoints – that analyse how companies manage dialogue processes with their stakeholders. The aim of this chapter is to fill this gap by highlighting the role of dialogue in strategic decision-making processes. In order to achieve this purpose, this work is structured into two parts. Firstly, multidisciplinary literature regarding how Public Relations and Management studies research on dialogue is reviewed. Secondly, the chapter presents a managerial proposal of dialogue for decision-making processes called the IDEA model. This chapter aims to scale back the theoretical fragmentation of the concept of dialogue while looking into its practicality based on an original proposal for scholars and practitioners.

The objective of this paper is to develop practice and theory from Augusto Boal's dialogue technique (Image Theatre) for organisational use. The paper aims to examine how the members in an organisation create dialogue together by using a dramaturgical storytelling framework where the dialogue emerges from storytelling facilitated by symbolic representations of still images.

The study follows the lines of participatory action and art‐based research. The data are collected from 13 dramaturgical work story storytelling sessions in four different organisations. The research design belongs to the tradition of research‐based theatre, which implies artful inquiry, scripting and performance in research.

The paper presents a model for organisational dialogue. The model illustrates the dramaturgical storytelling of work story which influences problem shifting in a positive way.

The limitations of this study are related to the scope of the research. The Scandinavian cultural context facilitates an open, bottom up process. More case studies in different kinds of environments should be conducted. In the future it might be advantageous to conduct more longitudinal studies on how organisations can nurture continuous dialogue.

Work story as a dialogue practice facilitated members from the same occupational groups to share experiences with each other and construct common interests by investigating unstructured and uncertain social situations at work.

The paper combines research fields that explore art‐based initiatives within organisations, workplace learning and innovation research.

Leaders often display the all-too-human characteristic of talking only or mostly to people with whom they agree. Yet, to be effective as a leader in many circumstances requires reaching out and engaging in dialogue with those who one may fundamentally disagree and may even view as an enemy. To do so requires a particular conception of leadership, one that values dialogue. Effective dialogue, however, requires both skill and will. This article describes the concepts and strategies of a university program developed to encourage the will to engage in dialogue.