@inproceedings{1122,
  abstract     = {{Within this paper, we will describe a new approach to customer interaction management by integrating social networking channels into existing business processes. Until now, contact center agents still read these messages and forward them to the persons in charge of customer’s in the company. But with the introduction of Web 2.0 and social networking clients are more likely to communicate with the companies via Facebook and Twitter instead of filling data in contact forms or sending e-mail requests. In order to maintain an active communication with international clients via social media, the multilingual consumer contacts have to be categorized and then automatically assigned to the corresponding business processes (e.g. technicalservice, shipping, marketing, and accounting). This allows the company to follow general trends in customer opinions on the Internet, but also record two-sided communication for customer relationship management.}},
  author       = {{Geierhos, Michaela and Lee, Yeong Su and Bargel, Matthias}},
  booktitle    = {{Multilingual Resources, Multilingual Applications: Proceedings of the Conference of the German Society for Computational Linguistics and Language Technology (GSCL) 2011}},
  editor       = {{Hedeland, Hanna and Schmidt, Thomas and Wörner, Kai}},
  issn         = {{0176-599X}},
  keywords     = {{Classification of Multilingual Customer Contacts, Contact Center Application Support, Social Media Business Integration}},
  location     = {{Hamburg, Germany}},
  pages        = {{219--222}},
  publisher    = {{University of Hamburg}},
  title        = {{{Processing Multilingual Customer Contacts via Social Media}}},
  volume       = {{96}},
  year         = {{2011}},
}

@article{1125,
  abstract     = {{Since customers first share their problems with a social networking community before directly addressing a company, social networking sites such as Facebook, Twitter, MySpace or Foursquare will be the interface between customer and company. For this reason, it is assumed that social networks will evolve into a common communication channel – not only between individuals but also between customers and companies. However, social networking has not yet been integrated into customer interaction management (CIM) tools. In general, a CIM application is used by the agents in a contact centre while communicating with the customers. Such systems handle communication across multiple different channels, such as e-mail, telephone, Instant Messaging, letter etc. What we do now is to integrate social networking into CIM applications by adding another communication channel. This allows the company to follow general trends in customer opinions on the Internet, but also record two-sided communication for customer service management and the company’s response will be delivered through the customer’s preferred social networking site.}},
  author       = {{Geierhos, Michaela}},
  issn         = {{17982340}},
  journal      = {{Journal of Advances in Information Technology}},
  keywords     = {{Social Media Business Integration, Multichannel Customer Interaction Management, Contact Centre Application Support}},
  number       = {{4}},
  pages        = {{222--233}},
  publisher    = {{Engineering and Technology Publishing (ETPub)}},
  title        = {{{Customer Interaction 2.0: Adopting Social Media as Customer Service Channel}}},
  doi          = {{10.4304/jait.2.4.222-233}},
  volume       = {{2}},
  year         = {{2011}},
}

@inproceedings{39053,
  abstract     = {{Portable devices come with different limitations in user interaction like limited display size, small keyboard, and different sorts of input and output capabilities. With the advance of speech recognition and speech synthesis technologies, their complementary use becomes attractive for mobile devices in order to implement real multimodal user interaction. However, current systems and formats do not sufficiently integrate advanced multimodal interactions. We introduce an advanced generic multimodal interaction and rendering system (MIRS) dedicated for mobile devices. MIRS incorporates efficient processing of XML specification languages for limited, mobile devices and comes with the XML-based dialog and interface specification language (DISL). DISL can be considered as an UIML subset, which is enhanced by the means of state-oriented dialog specifications. The dialog specification is based on ODSN (object oriented dialog specification notation), which has been introduced to define user interface control by means of interaction states with transition rules.}},
  author       = {{Müller, Wolfgang and Schäfer, Robbie and Bleul, Steffen}},
  booktitle    = {{Proceedings of HICCS-37}},
  isbn         = {{0-7695-2056-1}},
  keywords     = {{User interfaces, Speech recognition, Streaming media, Specification languages, Keyboards, Speech synthesis, Rendering (computer graphics), Ambient intelligence, Humans, Displays}},
  location     = {{Waikoloa, HI, USA}},
  title        = {{{Interactive Multimodal User Interfaces for Mobile Devices}}},
  doi          = {{10.1109/HICSS.2004.1265674}},
  year         = {{2004}},
}

@article{5623,
  abstract     = {{Mit dem elektronischen Papier wird in der Displayforschung ein neuer materialtechnologischer Ansatz verfolgt: Elektronisches Papier besteht aus einer dünnen, flexiblen Folie, in der farbige Pigmente mittels elektrischer Felder ausgerichtet werden. Die Vorteile gegenüber traditionellen Technologien wie beispielsweise LCD-Displays bestehen zum einen in niedrigeren Herstellungskosten (niedrigere Produktionskosten und geringere Materialkosten) und einem geringeren Gewicht. Zum anderen entsteht eine bessere Lesbarkeit, da sich Reflexion, Kontrast und mögliche Betrachtungswinkel verbessern bzw. vergrößern. Diese Potenziale können bei Anzeigetafeln, Computerdisplays und mobilen Endgeräten ausgeschöpft werden. Mit der Eigenschaft, fast beliebige Materialien als Trägermedium zu verwenden, öffnet sich auch die Anwendungsmöglichkeit des biegsamen, elektronischen Mediums für Zeitungen und Zeitschriften. Die US-Unternehmen E Ink und Gyricon Media bieten eine zunehmend größere Produktpalette mit elektronischem Papier an.}},
  author       = {{Schryen, Guido and Karla, Jürgen}},
  journal      = {{Wirtschaftsinformatik}},
  keywords     = {{Elektronisches Papier, Elektronische Tinte, E Ink, Gyricon Media, Displays, Mobile Endger{\}},
  number       = {{6}},
  pages        = {{567--574}},
  publisher    = {{Springer}},
  title        = {{{Elektronisches Papier - Display-Technologie mit weitem Anwendungsspektrum}}},
  volume       = {{44}},
  year         = {{2002}},
}

@inproceedings{39496,
  abstract     = {{With the wide availability of network supporting hard-and software cooperative computer-based environments became extremely popular. A wide range of CSCW (Computer Supported Cooperative Work) tools with video conferencing, electronic mail, shared whiteboards, discussion forums, and shared information systems are already part of daily business. In contrast to the unstructured linear stream of information in electronic mails shared workspaces provide structured administration of electronic information like documents, voice, pictures, and movies. Popular examples of shared workspaces are BSCW (Basic Support for Cooperative Work), Hypernews, Lotus Notes, Alta Vista Forum, Lifelink, Microsoft Exchange and Webshare. Currently, all these systems are not flexible enough to get easily customized to the requirements of the individual application and user only supporting a limited set of predefined different views and functionality. This article introduces VIPspace (Visually Programmable Workspace). VIPspace can be easily customized to the individual needs of an user through VIPrule, a combination of a form- and icon-based visual programming language. VIPrule is based on an easy-to-use drag and drop paradigm. Direct manipulation via drag and drop allows easy access to local file systems as well as manipulation, exchange, and publication of shared multimedia documents. As VIPspace is implemented in Java it nicely integrates with other web-applications and provides a platform independent environment with a uniform graphical user interface.}},
  author       = {{Dücker, M. and Müller, Wolfgang and Rubart, Jessica}},
  booktitle    = {{ Proceedings. 1998 IEEE Symposium on Visual Languages }},
  isbn         = {{0-8186-8712-6}},
  keywords     = {{Collaborative work, Electronic mail, Computer networks, Video sharing, Videoconference, Discussion forums, Information systems, Streaming media, Motion pictures, Computer languages}},
  location     = {{Halifax, NS, Canada }},
  title        = {{{VIPspace - A Visually Programmable Shared Workspace}}},
  doi          = {{10.1109/VL.1998.706150}},
  year         = {{1998}},
}