A study of opacity in web design practices.
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Date
2010-09-01Author
Barry, Chris
Hogan, Mairéad
Torres, Ann M.
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Recommended Citation
Barry, C., Hogan, M. and Torres, A. (2010). A study of opacity in web design practices. In 13th Irish Academy of Management Annual Conference. Cork, Ireland. 1-3 September, 2010.
Abstract
That IS and IT practitioners should use best practice in information systems
development is pretty much universally taken for granted. We expect systems
to be developed that enhance the user experience and allow them to engage
in a satisfying and productive interaction. The paper posits that all is not well with
this hypothesis. It is suggested here that many firm in the Low-cost carrier (LCC)
sector are using Web technologies to inhibit or avoid customer service and to construct
IS-enabled barriers behind which firms profit from their distance. The emergence
of the LCC model and the nature of the industry are explored before a
study, conducted in Ireland, is presented that scrutinises their Web practices. Participants
were found to be wary in their online interaction and cynical about problematic
or omitted features. It is suggested that more extensive teaching of ¿good¿
practice and ethics in IS design is merited, and that perhaps, the Faustian pact that
delivers cheap flights for little service might have to be broken.