Delete or not to Delete: Methodological Reflections on Content Moderation

Content moderation is protecting human rights such as freedom of speech, as well as the right to impart and seek information. Online platforms implement rules to moderate content on their platforms through their Terms of Service (ToS), which provides for the legal grounds to delete content. Content moderation is an example of a socio-technical...

Organizing for permanent beta: performance measurement before vs performance monitoring after release of digital services

Purpose: Due to the complexity of digital services, companies are increasingly forced to offer their services “in permanent beta”, requiring continuous fine-tuning and updating. Complexity makes it extremely difficult to predict when and where the next service disruption will occur. The authors examine what this means for performance measurement...

A patient journey map to improve the home isolation experience of persons with mild COVID-19: Design research for service touchpoints of artificial intelligence in eHealth

Background: In the context of the COVID-19 outbreak, 80% of the persons who are infected have mild symptoms and are required to self-recover at home. They have a strong demand for remote health care that, despite the great potential of artificial intelligence (AI), is not met by the current services of eHealth. Understanding the real needs of...

La Corrente: How can design support faith of Catholic LGBT+ members in Italy?

This project aims to design an opportunity for helping Catholic LGBT+ members to merge their faith with their sexuality harmoniously. To tackle this complex issue, a detailed research phase was necessary. The desk research analyzed the current situation of Catholic LGBT+ members in Italy. In particular, the research focused on the current...

Understanding the impact of digital service failure on users: Integrating Tan's failure and DeLone and McLean's success model

Although information systems (IS) success has been given much attention in IS literature, failure has received lesser attention. This study empirically validates a model of digital service failure for consumers by integrating three dimensions from Tan's failure model and one dimension from DeLone and Mclean's Information Success model. The...

Toward an ethics of digital government: A first discussion

In this panel, scholars discuss involving data, computational analysis, and information technology that hasthe potential to present ethical quandaries in the course of decision making related to digital government. More specifically, the presentations focus on algorithm-based decision making, personally identifiable information, and the...