Flexible role transition management in scripting language / Zainura Idrus

• Main Author: Idrus, Zainura
• Format: Book Section
• Language: English
• Published: Institute of Graduate Studies, UiTM 2016
• Subjects: Malaysia
• Online Access: http://ir.uitm.edu.my/id/eprint/19388/1/ABS_ZAINURA%20IDRUS%20TDRA%20VOL%209%20IGS%2016.pdf; http://ir.uitm.edu.my/id/eprint/19388/
• Institution: Universiti Teknologi Mara

Networked collaborative virtual environment (NCVE) allows users from diverse locations to work together via virtual workspaces. It is a complex environment requiring coordination amongst team members who are physically invisible and have loose-tie team relationships. To enhance team coordination, roles have been utilized to manage the segregation of tasks among users. Research shows that role transition is a key factor in a successful business process. It acts as a medium for a team to resolve conflict amongst its members. If the changes in roles are not managed effectively, the collaborative works can be disrupted and impose undue pressure on users. However, most studies in managing dynamic groups for NCVE are more inclined to resolve domain specific role transition issues. Furthermore, most existing role-transitions in NCVE must be dealt with manually by external entities to the NCVE system, which are solely done through human intervention. As a result, role transitions are hardly matched or coped with. Hence, this research explores the feasibility of having a socio-technical approach in managing role transitions that can be embedded in NCVE systems to assist both users and computer automation in managing role-transition. This research begins by conducting a case study, which is aimed at observing real-life scenarios in a call center environment…