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This study aims to explore the character and attainment of an effective URL system by expanding the concept of URL normalization, originally connected to machine-reading access of web pages, to form a broader understanding of URL systematization that includes user-focused cognitive and practical elements.

A revised understanding of URL normalization will be used to critically analyzed URLs of main admissions pages from M1 universities, as designated by the Carnegie Foundation.

The study found that very few institutions implemented well-organized systems of Uniform Resource Locators (URLs) and redirects and that many included unintelligible and impractical URLs that would hinder the effective use of their websites.

A broader understanding of URL systematization will result in more effective website design. URLs must serve an indexical function pointing to a unique web resource, whatever the URL's format. However, URLs should also consider human usability issues and strive to be simple, short, communicable, intelligible and ultimately useful as part of social interactions. Poorly designed URLs create frustration, if not failure, by being difficult to use, confusing or interminable. An effective URL system should also include redirects to anticipate alternate, meaningful URLs that are different from the canonical path. The framework and recommendations arising from this study are applicable to many website structures.

The expanded understanding of the concept of URL normalization and subsequent evaluation principles can be used to assess the overall coherence and completeness of the website in general, thus improving website usability.

The purpose of this paper is to investigate how customer involvement in call routing affects the internal operations of the call centre service system by examining customer usability problems with the interactive voice response (IVR) system and the practices of agents used to redirect incorrectly routed calls.

A qualitative case study combined direct observation of live calls through sit-bys with agents and semi-structured interviews conducted with coaches and managers within 13 separate teams across all four functional areas of a call centre operation.

Customer use of the IVR system involved effort, capability, and arrival forms of customer-induced variability, which produced incorrect call inputs into the call centre. Shared norms and attitudes concerning knowledge, IT use, and responsibility for different call types within teams were associated with redirecting practices which lead to the problematic rerouting of calls. Problems with call routing and rerouting negatively affected operational efficiency and undermined customer satisfaction.

The paper is based upon a single case study so further research is required to examine how problems identified are manifest in call centre operations of different size and complexity. The qualitative approach develops rich insights but these findings would benefit from a quantitative focus in the future.

The customer experience of IVR systems should be continually monitored to identify usability problems and ensure effective design, while call centre management should attempt to increase teams’ awareness of and ability to successfully redirect incorrectly routed calls.

The paper conceptualises the mutual influence of macro-level service system design and the micro-level behaviour of customers and agents upon each other. In practice, formal design decisions such as input uncertainty, decoupling, and interdependence patterns are continually reproduced or modified. Shared attitudes and norms of teams and their behavioural influence upon agents’ call handling practices are identified as a cause of coordination problems in call centres service systems. Internal rerouting by agents is also identified as a crucial operational process and important area for future research.

The interoperability of cloud data between web applications and mobile devices has vastly improved over recent years. The popularity of social media, smartphones and cloud-based web services have contributed to the level of integration that can be achieved between applications. This paper investigates the potential security issues of OAuth, an authorisation framework for granting third-party applications revocable access to user data. OAuth has rapidly become an interim de facto standard for protecting access to web API data. Vendors have implemented OAuth before the open standard was officially published. To evaluate whether the OAuth 2.0 specification is truly ready for industry application, an entire OAuth client server environment was developed and validated against the speciation threat model. The research also included the analysis of the security features of several popular OAuth integrated websites and comparing those to the threat model. High-impacting exploits leading to account hijacking were identified with a number of major online publications. It is hypothesised that the OAuth 2.0 specification can be a secure authorisation mechanism when implemented correctly.

To analyse the security of OAuth implementations in industry a list of the 50 most popular websites in Ireland was retrieved from the statistical website Alexa (Noureddine and Bashroush, 2011). Each site was analysed to identify if it utilised OAuth. Out of the 50 sites, 21 were identified with OAuth support. Each vulnerability in the threat model was then tested against each OAuth-enabled site. To test the robustness of the OAuth framework, an entire OAuth environment was required. The proposed solution would compose of three parts: a client application, an authorisation server and a resource server. The client application needed to consume OAuth-enabled services. The authorisation server had to manage access to the resource server. The resource server had to expose data from the database based on the authorisation the user would be given from the authorisation server. It was decided that the client application would consume emails from Google’s Gmail API. The authorisation and resource server were modelled around a basic task-tracking web application. The client application would also consume task data from the developed resource server. The client application would also support Single Sign On for Google and Facebook, as well as a developed identity provider “MyTasks”. The authorisation server delegated authorisation to the client application and stored cryptography information for each access grant. The resource server validated the supplied access token via public cryptography and returned the requested data.

Two sites out of the 21 were found to be susceptible to some form of attack, meaning that 10.5 per cent were vulnerable. In total, 18 per cent of the world’s 50 most popular sites were in the list of 21 OAuth-enabled sites. The OAuth 2.0 specification is still very much in its infancy, but when implemented correctly, it can provide a relatively secure and interoperable authentication delegation mechanism. The IETF are currently addressing issues and expansions in their working drafts. Once a strict level of conformity is achieved between vendors and vulnerabilities are mitigated, it is likely that the framework will change the way we access data on the web and other devices.

OAuth is flexible, in that it offers extensions to support varying situations and existing technologies. A disadvantage of this flexibility is that new extensions typically bring new security exploits. Members of the IETF OAuth Working Group are constantly refining the draft specifications and are identifying new threats to the expanding functionality. OAuth provides a flexible authentication mechanism to protect and delegate access to APIs. It solves the password re-use across multiple accounts problem and stops the user from having to disclose their credentials to third parties. Filtering access to information by scope and giving the user the option to revoke access at any point gives the user control of their data. OAuth does raise security concerns, such as defying phishing education, but there are always going to be security issues with any authentication technology. Although several high impacting vulnerabilities were identified in industry, the developed solution proves the predicted hypothesis that a secure OAuth environment can be built when implemented correctly. Developers must conform to the defined specification and are responsible for validating their implementation against the given threat model. OAuth is an evolving authorisation framework. It is still in its infancy, and much work needs to be done in the specification to achieve stricter validation and vendor conformity. Vendor implementations need to become better aligned in order to provider a rich and truly interoperable authorisation mechanism. Once these issues are resolved, OAuth will be on track for becoming the definitive authentication standard on the web.

The purpose of this paper is to examine the extent to which HTTPS encryption and Google Analytics services have been implemented on academic library websites, and discuss the privacy implications of free services that introduce web tracking of users.

The home pages of 279 academic libraries were analyzed for the presence of HTTPS, Google Analytics services and privacy-protection features.

Results indicate that HTTPS implementation on library websites is not widespread, and many libraries continue to offer non-secured connections without an automatically enforced redirect to a secure connection. Furthermore, a large majority of library websites included in the study have implemented Google Analytics and/or Google Tag Manager, yet only very few connect securely to Google via HTTPS or have implemented Google Analytics IP anonymization.

Librarians are encouraged to increase awareness of this issue and take concerted and coherent action across five interrelated areas: implementing secure web protocols (HTTPS), user education, privacy policies, informed consent and risk/benefit analyses.

Third-party tracking of users is prevalent across the web, and yet few studies demonstrate its extent and consequences for academic library websites.

This research proposes and evaluates hypotheses about patterns of communication in a multi‐party, multi‐issue negotiation. Data were from 36 four‐person groups. We found that the majority of groups initiated negotiations with a distributive phase and ended with an integrative phase—strong support for Morley and Stephenson's (1979) rational model of negotiation. We identified transitions between both strategic orientations (integration, distribution) and strategic functions (action, information), but found that the first transition was more likely to result in a change of orientation than of function and that negotiators were more likely to change either orientation or function (single transition) than to change both aspects of the negotiation simultaneously (double transition). Finally, we determined that negotiators used process and closure strategies to interrupt distributive phases and redirect negotiations to an integrative phase.

The purpose of this paper is to examine the existing conceptualisation of quantity and quality in call centres as conflicting or contradictory, and through qualitative analysis, demonstrate that quantity and quality may not necessarily operate as a trade-off.

Existing literature is reviewed to show how quantity-quality has been conceptualised to date, followed by an analysis of quantity-quality manifestations based upon an in-depth field study of work and service in a large and complex call centre operation. Advisors’ work practices were observed during their interactions with customers, which provided rich insights into the nature of live calls and service provision in 13 different teams, supplemented with informal semi-structured interviews with team managers, coaches, and centre managers.

The paper demonstrates that quantity and quality operate as a trade-off when the unit of analysis is the individual advisor or individual call fragment. However, if the entire customer enquiry is examined, quantity and quality are manifest differently: emphasising quality may also simultaneously support efficiency; favouring quantity may not only undermine quality but also ultimately circumvent efficiency gains.

The paper is based upon a single case study so further research is required to investigate whether findings concerning quantity-quality are manifest in other call centres, particularly of differing size and complexity.

Call centre management must recognise the negative consequences of focusing upon quantity, the potential benefits of instead emphasising quality, and also acknowledge the limitations of conventional quantitative and qualitative measures. Management should also consider attempting to foster and improve relations between teams and functions within call centres.

The paper provides a qualitative study of quantity and quality in call centres. Quantity and quality are examined beyond the conventional unit of analysis of the individual advisor or call, to explicate interdependence between past, current, and future actions and events involved in customer enquiries. Thus, quantity and quality are analysed in terms of the immediate focus during call handling and the longer run consequences for the efficiency and effectiveness of service provided by the call centre operation.

Pregnant employees experience considerable interpersonal discrimination. This study explores the range of possible reactions of observers to pregnancy self-disclosure, interpersonal discrimination and various allyship interventions, and the attentional processes that lead to those reactions. Consequently, it uncovers socio-cognitive processes underlying support for and backlash toward pregnancy in the workplace.

This study used a thought-listing technique to explore observers’ spontaneous thoughts related to pregnancy. Working adults were randomly assigned to read through one of the six scenarios depicting pregnancy self-disclosure, interpersonal discrimination and male allyship interventions (i.e. stating the organization’s anti-discrimination policy, confronting the transgressor by calling out sexism, pivoting the conversation to highlight the strengths of the pregnant employee and a hybrid intervention combining highlighting strengths and confrontation) after which participants listed the top three thoughts that came to their mind (1,668 responses). Responses were thematically analyzed to explore spontaneous reactions toward the pregnant employee, transgressor and ally in the scenario.

Surprisingly, across all scenarios, the most sexist thoughts emerged during pregnancy self-disclosure, even in the absence of any transgression. After a transgression occurred, any allyship intervention was better than none in eliciting lesser sexist backlash against the pregnant employee. Stating the organization’s anti-discrimination policy was most beneficial for the pregnant employee in eliciting the least sexist backlash but at the cost of generating unfavorable impressions of the ally. Calling out the transgressor’s bias elicited the most sexist backlash toward the pregnant employee, yet it created favorable impressions of the ally. In contrast, highlighting the strengths of the pregnant employee created the most favorable impression of the ally while eliciting a few sexist thoughts about the pregnant employee. Overall, the hybrid intervention was the most effective at balancing the competing goals of generating support for the pregnant employee, creating favorable impressions of the ally, as well as holding the transgressor accountable.

This study demonstrates that the type of allyship intervention critically redirects the attentional focus of observers to certain aspects of a discrimination episode and relevant schemas which can generate support or backlash toward targets, transgressors and allies, thereby advancing or obstructing equity and inclusion in organizations.

This chapter evaluates the allure and the danger of attributing race-laden crime politics to displaced anxiety. Stuart Scheingold's “myth of crime and punishment” was a path-setting theory of redirected fear, arguing that socioeconomic “fear of falling” is displaced onto street crime, where the simple morality tale of lawbreaker-versus-state offers the illusion of control. The danger of this theory, I argue, is that it purports to analyze post-1960s’ structural inequality, but it replicates the post-civil rights logic and language of racism as nonstructural – an irrationality, a misplaced emotion, a mere epiphenomenon of class. As a theory that hinges on the malfunction of redirecting structural anxieties onto symbols and scapegoats, the vocabulary of displaced anxieties links punitive (white) subjects to punished (black and Latino) objects through a diagnosis that is, by definition, beyond rationality. The vocabulary of displaced anxiety categorizes the racial politics of law and order as an emotional misfire, thereby occluding the ways in which racial interests are at stake in crime policy and carceral state development.

The focus of this study is on analyzing influencing factors of antisocial travel-related behaviors – in particular road rage. Building on the concept of redirection, the current chapter develops a theory of natural and planned redirection to derive starting points for demarketing antisocial behaviors. A fuzzy set qualitative comparative analysis (fsQCA) with survey data from 6,811 consumers from the DDB Life Style Study is used to gain insights into the individuals behind road rage. Results show that specific kinds of anti- and prosocial behavior associate with high and low levels of road rage, respectively. The study finds that these prosocial behaviors may function as natural redirection mechanisms and prevent or reduce road rage. Thereby, the findings extend previous analyses of road rage and allow for deriving theoretical and policy implications.