bluuebunny/crossref_metadata_2025 huggingface dataset:
State of play of mobile money on the African continent: An interview with Greg Reeve
Authors: Bruggink Diederik , Reeve Greg
Published: July 2024

‘Mobile money’ is a generic term for the ability to deliver various financial services to customers via mobile device. More than half a billion mobile money accounts were registered as of the end of 2016, with more than 170 million active accounts around the globe. People can use a mobile money account to receive their salary payment, purchase their electricity and water, buy groceries, transfer money to people they owe, pay their bills, move money to a savings account, and if required, access the money as cash. There is good progress across Africa, led by Safaricom with M-Pesa who, in their financial year 2016–2017 results, reported 19 million active subscribers, with ten transactions per customer per month. The most critical point to recognise is that each market is different. Mobile money has for the most part been an initiative led by the mobile phone operators. Recently however, banks are providing similar looking services. In this interview, Greg Reeve, Founding Partner of Mobile Finance Experts (MFX), discusses the development of mobile money on the African continent.
Outsourcing critical financial system operations
Authors: Cox Nora , Pilbauer Jan
Published: July 2024

Payments Canada provides Canada’s national payments systems and is responsible for the clearing and settlement infrastructure, processes and rules that underpin the exchange of billions of dollars each day through the Canadian economy. Strategic sourcing is a reality for this small organisation with a broad scope of national regulations and global standards to comply with. This paper outlines Payments Canada’s approach to outsourcing its critical financial system operations, which centres on four key principles: strong relationship management; continuous learning, recording and reporting; evaluating the business landscape; and a commitment to evolving the organisation to greater resilience. This last point is covered in detail with an exploration of the organisation’s resilience and security strategy as well as its risk appetite. As Payments Canada progresses to its future state, which includes modernising its core payment systems, underlying rules and standards, risk management for the industry as a whole will remain at the forefront of its collective mind. The expectation is that outsourcing will remain a fundamental element of its operating model in future, a strategy that will ensure the organisation can focus on its core business competencies and eliminate the need to develop and support in-house expertise in commodity areas.
From a framework to a toolkit: Urban regeneration in an age of austerity
Authors: Pugalis Lee , Mcguinness David
Published: July 2024

An age of austerity presents considerable challenges for those engaged in purposeful acts aiming to regenerate communities of places. Driven by an intense period of global economic uncertainty and a crippling banking crisis, the last rites were effectively read for holistic notions of area-based regeneration in England across the space of a few months. Of central concern to this research is investigating the recalibrated urban policy measures involving the examination of the transition from a dense national regeneration framework accompanied by a plethora of area-based initiatives to a minimalistic ‘regeneration’ toolkit to enable growth. Drawing on interviews with some principal agents of regeneration, the paper explores emerging new agendas. The research material generated indicates that the public policy field of regeneration has largely been subsumed by a single-minded pursuit of economic growth as a spatially unjust neoliberal toolkit is unmasked. Views from practitioners, however, also indicate the complexity of actually existing regeneration projects as well as some potentially progressive activities associated with the retreat of the state.
How FinTech is transforming the way money moves around the world: An interview with Mike Laven
Authors: Laven Mike , Bruggink Diederik
Published: July 2024

In this interview, Mike Laven, CEO of Currency Cloud, describes why FinTech is not going to ‘kill the banks’, and why it is not looking to. Despite the perennial popularity of an ‘us versus them’ debate, that is not an accurate description of the relationship between banks and FinTech innovators. The major issue is that banks are in many cases relying on decades-old IT infrastructure that cannot cope with the modern challenges of today’s banking landscape. Currency Cloud is the perfect example of a company that is benefiting from how new technology is changing the currency markets. Currency Cloud provides its clients with total transparency about what their transfer will actually cost them. The advanced technology allows currency transfers to be priced at a wholesale rate that would not be available to most customers, and also to fully disclose what they are really paying. Currency Cloud is the power inside some of the most exciting businesses in the financial services and FinTech sector. It has over 150 clients who directly use its Payments Engine. In turn, its Payments Engine serves 500,000 end-users, ie, business or consumer customers of its clients.
Our ambition is high: Running the most climate-smart airport in the world
Authors: Wennberg Lena
Published: July 2024

The aviation industry is facing the challenge of meeting strong passenger growth while also continuing to reduce its climate-impacting emissions. The industry is at the critical junction between sustainability and growth, where the success of each in the long term is determined by the other. As the state-owned operator of Sweden’s national basic infrastructure of airports, Swedavia’s ambition is to develop and operate the most climate-smart group of airports in the world, with zero emissions from Swedavia’s own operations by 2020. This paper is on the one hand outlining the basic road map to Swedavia’s fossil freedom. On the other hand, it describes the importance of airport operators contributing to the sustainable development of the aviation industry as a whole, not least in the large-scale introduction of biojet, where leadership and cooperation all through the industry’s value chain is of the essence in order for the aviation industry to develop sustainably.
Conceptualising heritage-based city development in India
Authors: Goswami Shipra , Chandan Shradha , Kumar Ashwani , Pipralia Satish
Published: July 2024

Heritage is the bedrock of our culture, with a significant impact on politics, society, trade and many other facets of life. It directly and indirectly informs, influences and inspires public debate and policy. With 40 properties inscribed on the UNESCO World Heritage list, of which two are World Heritage Cities, India still has many aspects of its legacy that have yet to be studied and appreciated. Heritage cities have superior employment opportunities and a higher population density than non-heritage cities. This paper describes the aspects and approaches of India’s heritage-based city development. The study principally focuses on heritage in the context of India using global principles. It suggests future directions that could be taken to promulgate heritage-based city development in India.
Epidemics and pandemics as high consequence events: Expanding leadership challenges and responsibilities in business continuity during the COVID-19 pandemic and beyond
Authors: Biddle Christopher J.
Published: July 2024

High-consequence events are not new to the daily operations and functions of security and business continuity leaders. However, the incidence of epidemics and pandemics over the past decade has changed the way organisations must be able to respond. For example, as seen with the recent COVID-19 pandemic, the forced closure of business functions and the move to remote operations creates additional challenges for leadership. This paper discusses how leadership must be prepared to react quickly and efficiently in response to the recommendations from government and recognised health organisations, while also being proactive in recognising and understanding the epidemic/pandemic, its symptoms, and the physical and emotional effects on personnel. Leadership must also understand the importance of staying connected, and be proactive when the workplace changes its physical setting. This paper will also address the issues and implications related to the return to pre-event operations, as well as preparations for the next high-consequence event.
Linking neighbourhood regeneration to city-region growth: Why and how?
Authors: Turok Ivan , Robson Brian
Published: July 2024

Urban regeneration policy in the UK has traditionally focused special time-limited initiatives on small areas experiencing severe social problems and physical decay. Current economic development strategies are oriented towards the much larger city-region scale. The paper considers some of the limitations of this separation and explores the case for city-region economic and spatial plans taking neighbourhood regeneration issues into account. It examines the economic and social benefits of doing so and the costs of neglecting to do so. It also discusses the broad policy fields and levers at the city-region level that can support regeneration, including employment, land and property, and connectivity.
Importance of measuring student experience in a short online course for educators
Authors: Ferreira-Meyers Karen
Published: July 2024

This case study discusses the importance of measuring student satisfaction in online teaching. Student satisfaction is a crucial metric for any educational institution, regardless of whether it offers face-to-face, conventional education or open, distance and e-learning (ODeL). It is essential that students feel engaged and supported in their learning journey to ensure the best possible outcomes, especially in low-resourced countries such as Eswatini. ODeL have each been shown to provide unique advantages when it comes to student satisfaction due to their flexibility and convenience. However, it is important to note that wanting to recommend a course to someone does not necessarily mean that they were completely satisfied with all aspects of the course. For example, a student may have found a course to be very challenging but still found it valuable and would recommend it to others who are interested in the subject matter. Early on in research on blended and e-learning, it was highlighted that the quality of the instructors and the appropriate design and good facilitation of online learning activities are important determinants that influence student learning and satisfaction. Satisfaction is possibly the most accepted measure of teaching/learning quality and effectiveness. In addition, relevant and appropriate support services (quality) are seen by a substantial body of literature on education as a key factor and great predictor of student satisfaction in a blended/online learning environment. Therefore, measuring student satisfaction can help maintain quality teaching and learning by identifying areas for improvement. The case study also provides best practices for measuring student satisfaction in online teaching. These include using surveys or questionnaires that cover various aspects such as course content, instructor support, technical support, communication channels, assessment methods, among others. It is important to use validated instruments or develop customised ones based on specific needs. Furthermore, it is recommended to collect data at different points during the course delivery to capture changes in student satisfaction over time. The data collected should be analysed and used to inform decision making and improve the quality of teaching and learning. In conclusion, measuring student satisfaction in online teaching is crucial for maintaining quality teaching and learning. OSeL have unique advantages when it comes to student satisfaction, but it is important to ensure that students feel engaged and supported throughout their learning journey. Best practices for measuring student satisfaction include using validated instruments, collecting data at different points during course delivery, analysing data and using it to inform decision making.
Integrating simulation software to enhance online UAS and robotics learning: A case study
Authors: Janke Chris , Lin Yuetong , Luthi Kimberly
Published: July 2024

Simulation software holds immense value in science, technology, engineering and mathematics (STEM) learning for various reasons. In both virtual and blended learning environments, it proves to be a powerful tool by providing immersive experiences and facilitating hands-on activities. These advantages extend to both synchronous and asynchronous learning settings. A notable trend in online learning and distance education involves the integration of interactive simulation platforms as effective educational tools. This paper offers an overview of the general advantages of simulation software platforms, focusing on STEM subjects, particularly uncrewed aircraft systems (UAS), commonly known as drones. Drawing insights from multiple simulation implementation projects in online UAS courses at Embry-Riddle Aeronautical University Worldwide (ERAU-WW), this paper discusses best practices and lessons learned. Additionally, key parameters for the implementation of simulation software are presented, aiming to assist educators in their decision-making processes. The recommendations section looks ahead to potential future research and explores emerging trends and developments in educational software simulation for STEM topics.
Supplying new housing in the UK: How can more private sector and affordable housing be developed in an era of lack of supply?
Authors: Cowans David
Published: July 2024

This paper considers the key blockages that have prevented significant increases in the supply of new housing in the UK over the past 25 years, drawing on relevant academic research and analysis. It puts forward a range of suggested changes to policy and practice in the UK to boost supply. The paper focuses on: the approach to infrastructure, financing models; unlocking additional land; and national policy. It aims to provide the reader with an overview of the drivers of under-supply and an insight into potential policy and practice solutions.
Metropolitan Airports Commission’s vision for customer-centric services and facilities at Minneapolis-St. Paul International Airport
Authors: Rief Bridget M. , Burke Phil
Published: July 2024

Years ago, the Metropolitan Airports Commission (MAC) declared its vision is: ‘Providing your best airport experience’. To that end, MAC has been creatively determining strategies for how and where to provide enhanced services for not just the passengers, but for employees as well. By tapping into the passengers using the airport as well as the employees providing the service, the MAC formed a Customer Service Action Council (CSAC) to develop customer training, rewards programmes and a forum for discussing what MSP can do better to meet the needs for all. The MAC also tasked the airport development design teams to incorporate customercentric amenities into construction wherever they can to ease stress, enhance joy and create a facility that is equitable to the endless variety of passengers and employees. These two strategies, coupled with an overall attitude of infusing customer service into all things, has created the opportunities MAC needed to elevate the quality of the Minneapolis-St. Paul International Airport (MSP) facilities and boost ASQ scores. This paper describes the strategies which, although disrupted with the 2020 COVID-19 turndown, resulted in a pre-COVID four-year run of ASQ’s Best Airport in North America award for airports in the 25−40m passenger category.
Visual resources and copyright compliance: A case study
Authors: Brown Vicky
Published: July 2024

In a world of ubiquitous digital visual media, available at the touch of a button, where research communication and collaboration benefit from enhanced technology, the laws that seek to protect the rights of the creators of these same resources often appear to work at odds with the concept of free-flowing information. This paper looks at the role of the visual resources professional in facilitating access to visual media to support teaching and research while remaining copyright compliant, thus implicitly maintaining a respect for the artistic and creative output of others and also advocating for a better understanding between the consumer and the provider. It focuses on a case study of activity in the Visual Resources Centre at the University of Oxford and therefore on UK copyright law and licensing, but also considers the broader spectrum of activity further afield.
Determining the centre (City–CBD) and other subcentres in the city of Pristina
Authors: Ramadani Ibrahim , Ejupi Arsim , Bytyqi Valbon , Gashi Ferim
Published: July 2024

This paper aims to find ways to determine the business area of Pristina (City–CDB) and the secondary centres for two neighbourhoods of the city as business areas are regarded as focal points of urban development and socioeconomic organisation in both neighbourhoods or cities in general. It is assumed that some parts of the city need to consolidate their subcentres, along with the reconstruction of some of the neighbourhoods, in order to fulfil their functions and provide the necessary infrastructure for high quality urban life. Authorities should pay particular attention to the application of the neighbourhood form and the implementation of this concept in spatial and regulatory plans, since these principles enable the development, management and rational use of the urban environment. Being complex organisational systems, cities require the causal interpretations of theories and planning laws with different planning parameters, leading towards the sustainable development of urban centres and the efficient use of urban areas. Appropriate urban planning, efficient land management, useful infrastructure, site protection and services are fundamental for suitable and sustainable housing within both urban expansion and urban densification. Development control and urban organisation help realise sustainable urban centres. They help to improve the living environment, increase land use efficiency, equitable land urban access and enhance neighbourhood characteristics and social wellbeing. This paper describes the functional organisation of Pristina and its urban evolution.
Right to light: Heaney update — injunction damages
Authors: Mckenna Ian
Published: July 2024

The 2010 Heaney case left developers uncertain as to how future claims for interference with light would be dealt with — but what has happened since then? The fallout over Heaney led to the Law Commission’s draft bill outlining a number of recommendations that would increase certainty, but this is yet to reach the statute books. Since 2010 there have been a number of cases which give an indication of the direction of travel regarding remedies for rights to light infringements, including Coventry v. Lawrence [2015], Scott v. Aimiuwu [2015] and Ottercroft Ltd v. Scandia Care Ltd [2016]. Today, there is still a large measure of uncertainty, but the rapid development in rights to light insurance products at least ensures that this uncertainty can be covered by an insurance policy in virtually all cases.
The Volcker Rule and other regulations: Regulatory impact on credit market structure
Authors: Mcvey Richard M.
Published: July 2024

Half a decade since the financial crisis, global regulations are causing fundamental changes to credit market structure. Pressure on primary dealer balance sheets, alongside continued growth in corporate debt outstanding, have resulted in a significantly reduced turnover in the corporate bond markets. Investors are being forced to look for new sources of liquidity by leveraging technology to reach a broader group of trading counterparties, including other investors.
Managing the Blockchain-enabled digital transformation of the healthcare supply chain
Authors: Woodside Joseph M. , Amiri Shahram
Published: July 2024

Healthcare organisations are currently in an era of significant digital transformation further accelerated through the COVID-19 pandemic. Organisations are seeking to adapt within a globalised environment with the ever-increasing supply chain disruptions, complexity of care and regulatory requirements. To be successful in this new era, organisations must re-envision their supply chain to improve patient outcomes and reduce costs and be flexible and adaptable in their ability to respond to the competitive marketplace. The combination of traditional production and cyber-physical production will indicate the evolution from traditional business models to the emerging non-linear supply chains with a patient-centric focus. The aim of this article is to review the healthcare supply chain in the context of digitally enabled technologies such as hyperledger and Blockchain, which have the potential to extensively alter healthcare organisations. The management contributions include the development of a reusable hyperchain artifact, construct development and understanding of the shift from the traditional healthcare supply chain to the industry 4.0 digital healthcare model instantiation of the hyperchain.
Military support of civil anthorities: Lessons learned at Canada Command one year after becoming operational
Authors: Dumais Lieutenant-General Marc J.
Published: July 2024

Canada’s military now treats its sovereign territory as a clearly defined theatre of operations under a single operational command, Canada Command. Under this structure, there are six regional joint task forces and one central joint operations and planning staff. These regional structures were achieved with relatively light investment by double-hatting existing operational-level military formations. While this presents some challenges in terms of competing requirements, these are outweighed by the advantages of the more coherent and focused domestic structure. The first 18 months of operations have demonstrated that an interagency approach is the key to achieving Canada Command’s mission. Numerous routine and several contingency operations, including support to potentially catastrophic flooding in western Canada, have generated a number of valuable lessons learned. On a daily basis, Canada Command works closely with its domestic partners in Canada, as well as its continental partners to the south, US Northern Command and the binational North American Aerospace Defense Command. While much work remains to be done in the evolution of its domestic role, Canada Command is now the ‘go-to’ organisation in the Canadian Forces for matters of domestic defence and security.
Credit intelligence: A more robust alternative to current commercial loan modelling approaches
Authors: Kahrim Neil , Hunter Sean
Published: July 2024

Most commercial lending is based on a decision-making process and modelling approach largely unchanged by technology. By adopting a data-driven alternative that takes into account the fundamental differences between businesses, lenders are able to make data-driven decisions that will ultimately lead to better credit outcomes. This paper aims to briefly outline some of the limitations of the current approach to commercial lending and suggest improvements (collectively, ‘credit intelligence’), taking specific note of lessons of the current COVID-19 crisis and how this has transformed the economic landscape. It also provides a case study (OakNorth in the UK) where these principles have been implemented and notes the promising results so far.
‘Blown Away’: Partnering on a Netflix reality series to promote glassblowing education
Authors: Szustaczek Christine
Published: July 2024

Despite having taught the craft of working with glass for 50 years and playing an instrumental role in establishing a community of glass artists and glassblowers throughout Canada, Sheridan College’s glass programme had been experiencing declining enrolment for several years. This case study outlines the innovative approach taken by Sheridan to generate visibility for and interest in its Honours Bachelor of Craft and Design – Glassblowing programme by partnering with Netflix to create a competition-based reality TV series about glassblowing called Blown Away.
Brand deletion
Authors: Shah Purvi , Laverie Debra A. , Davis Donna F.
Published: July 2024

Most large consumer goods firms that manage and market an array of brands regularly address strategic questions related to brand portfolio management such as how to maintain and grow brands, which brands to add and which ones to delete. While many firms have weak brands that need to be deleted, the crucial decision to delete a brand is often complex and difficult for managers. Despite the importance of brand deletion, there is limited research in this area. This study is one of the preliminary attempts to understand the phenomenon of brand deletion theoretically. In this qualitative study, data were collected through in-depth semi-structured interviews with brand professionals and, in addition, supplemental archival data was used. The domain and role of brand deletion is defined and explained in detail. Along with this, various attributes of brand deletion are revealed. Informants also discussed how brands are deleted. Furthermore, product deletion and brand deletion are compared and contrasted to substantiate that they are different from one another in various respects.
The integration of culture and commerce for sustainable urban regeneration in the neighbourhoods of Bilbao La Vieja, San Francisco and Zabala (Bilbao)
Authors: Aparicio Gloria , Charterina Jon
Published: July 2024

Collaboration between public and private agents for the promotion of commercial activities in cities has been carried out through numerous models, including Business Improvement District in the USA and Town Centre Management in Western Europe. During the evolution of these models by urban commercial development, culture — not only its consumption, but also its production — is the new main hub around which to create the city’s, or some of its areas’, own distinctive identity, with important synergistic effects on the dynamism and diversity of its commercial activity. This paper analyses the most important milestones of the urban development in Bilbao. Bilbao’s urban development is discussed as an example of how cities are using the creation and consumption of culture to nurture sustainable urban development.
Global sourcing by fund managers: The road ahead and how to manage it
Authors: Cuff Martyn
Published: July 2024

From where fund management companies obtain their operational support has become a more complex question over the past twenty years. To a large extent, this is simply a reflection of developments seen in the broader business world in terms of changes to business models and the need for operating models to keep in step. Allied to this is the greater range of sourcing options now open to companies, largely on the back of the technology revolution. It is clear that further change lies ahead, with business models becoming ever more specialised and collaborative. Coping with these developments puts a lot of pressure upon fund managers to 'glue' together these more fragmented operational elements to achieve control, efficiency, risk management and output, while maintaining sufficient flexibility to adapt to the ever-increasing pace of business and consumer change. Not all operational departments are equipped with sufficient competencies and processes to undertake proper supply chain management and thus get the most out of these new sourcing options. This paper looks firstly at the broader sourcing environment, and then at what fund managers need to have in place to cope with the business and operating changes that are taking place.
Flexibility in airport terminals: Identification of design factors
Authors: Shuchi Sarah , Drogemuller Robin , Buys Laurie
Published: July 2024

Traditional design methods of airport terminals are mostly based on forecast models, which in many cases fail to capture the unexpected events and changes that occur every now and then. Hence, the ever growing aviation industry requires airport terminals to be planned and constructed in such a way that will allow flexibility for future design, alteration and redevelopment. The concept of flexibility in terminal design is a relatively new initiative, and the currently available design rules or guidelines do not adequately address this issue. The objective of this paper is to identify a list of key design parameters that will facilitate airport planners and designers to successfully implement the concept of flexibility in an airport. Based on a comprehensive literature review of relevant case studies demonstrating flexible and inflexible airport design, a total of 10 design parameters have been identified. Significance of the design parameters is briefly discussed and it is envisaged to be the first stepping stone towards developing a comprehensive guideline to achieve flexible layouts for airport terminals.
Access control: The process of securing a transportation site
Authors: Diedam John
Published: July 2024

If you don't think the aftermath of September 11th continues to have strong repercussions throughout the world, then you must not work in an airport. Security is still the word du jour — perhaps even more so as time goes on. Transportation venues are continuing to protect themselves from an increase in terrorist threats. Their primary concern, in addition to getting people where they need to go on time, is to create a safe, secure and protective travel environment for their passengers, tenants and employees. This paper shows how they are doing it.
Challenges and regulatory prospects in EU cross-border UCITS/AIF registration
Authors: El Semari Josef
Published: July 2024

The European investment fund market remains strongly nationally fragmented. Most of the asset managers in Europe distribute their funds only within their own country. They abstain from cross-border funds distribution due to very varying and complex regulation within European countries. Entering new European markets to distribute funds still proves to be time-and resource-intensive, despite European Union’s (EU) efforts to harmonise the relevant legislation across Europe and allow free exchange and flow of capital. The investor shall therefore come into the benefit of more choice, better value and greater protection. This paper takes a closer look at the current situation of the fund’s distribution in Europe in light of the recent legislation updates, pointing out potential challenges and possible outlook on the future of cross-border fund distribution. It outlines the findings from the practical experience of the Global Fund Registration Team of ACOLIN Group, based on its daily practice of assisting clients in entering new markets and maintaining funds under multiple jurisdictions. Some examples illustrate concrete hurdles asset managers face on a regular basis when distributing funds cross-border in EU.
Comment Problem solving in DAMs — Don’t reinvent the wheel: Resources and communities for sharing solutions
Authors: Ferguson Keathley Elizabeth
Published: July 2024

Current problem solving in Digital Asset Management (DAM) systems is highly repetitive owing to lack of collaboration across the DAM consumer base. This paper argues that fears of copyright violation and proprietary knowledge are unfounded, and proposes existing communities where DAM workers might find resources for assistance.
Integration of building science and data science to de-risk an affordable strategy for building decarbonisation
Authors: Walker Donald L. , Stevenson Craig E.
Published: July 2024

The tools and technology today enable building owners to achieve very low energy consumption and healthy building performance without spending a premium in construction costs. Unacceptable levels of carbon emission, fuel poverty, inequitable indoor air quality, pandemics, and poor outdoor air quality demand that we change the way we look at buildings. Irrespective of motivation, high-performance buildings are rapidly becoming table stakes in the discussion of sustainability or sustainable development. Experienced building owners have determined that aligning the financial, social and environmental goals of sustainable buildings is best achieved by integrating building science and data science, using key components of the data infrastructure that are outlined in this paper. New buildings are easier than existing buildings to address, because envelope-first design strategies can be utilised to deliver high performance and legacy operational technology systems do not have to be mitigated. Existing buildings remain the challenge for most developers and building owners. The decarbonisation strategy outlined in this paper has been proven to cost-effectively address the contemporary demands on new and existing buildings.
A radically new market environment requires comprehensive data-driven digital collateral management
Authors: Barrett Michael
Published: July 2024

Global and domestic financial market players today fully understand that their world has changed. The financial crisis provoked a wave of complex, sometimes contradictory, and still unfinished rules and regulations ranging from Dodd-Frank in the USA to Basel III and the European Market Infrastructure Regulation on a broader scale. The reason for this, of course, has been to try to increase market stability and strength, improve transparency and accountability, and minimise operational, liquidity and counterparty risk. The result has been a global squeeze on collateral, prompting new demand for more efficient and cost-effective collateral management (CM) tools and processes delivered through an integrated operating model.
Optimising marketing strategies by customer segments and lifetime values, with A/B testing
Authors: Guha Paromita , Echagarruga Christina , Tian Eva Qi
Published: July 2024

Every customer has different needs and purchasing behaviour. This paper shows how data science tools such as machine learning, artificial intelligence and A/B testing enable marketers to segment their target market, identify the most loyal high-value customers and their purchasing patterns, and calculate the lifetime value of these customer segments to optimise marketing strategies and campaigns. The paper also argues that A/B testing helps marketers make unbiased data-driven decisions, making it the gold standard for identifying the best marketing strategy.
The how and why of cyber security policy : Create behavioural and technical rules to mitigate risk
Authors: Lewis Jael , Turbyfill Cara E.
Published: July 2024

This paper discusses the importance of a well-written cyber security policy. It examines the risks associated with not having policy or having weak policy, and the three ways policy seeks to address those risks: risk prevention, risk mitigation and result mitigation. It also describes how to create strong policy by identifying the audience and choosing a framework; establishing a process for drafting and publishing the policy; communicating and training on the policy; and finally, monitoring compliance with the policy’s requirements. Creating and maintaining a policy programme that follows this roadmap not only provides the tools for an organisation’s employees to work securely but can protect an organisation from negative financial impact — be that legal, reputational or regulatory.
The who, what, why, which, where and when of quality in cultural heritage digitisation workflows
Authors: Parrish Dru
Published: July 2024

This paper focuses on research into survey standards for workflow analysis with respect to the production of quality products in a consistent and timely manner; in other words, using a ‘quality management system’. Using the example of a cultural heritage digitisation workflow in an academic library setting, the paper demonstrates the merit of thinking systematically about procedural quality and discusses the first steps towards that end. The paper presents a general overview of some of the quality management systems currently available, and provides advice to help organisations assess, select and implement the right system.
Using community triage centres or non-traditional care facilities during a flu pandemic or other infectious disease outbreak
Authors: Bone Eric , Grono Shawn , Johnson David H. , Johnson Marcia
Published: July 2024

One assumption of pandemic planning is that, during an influenza outbreak, acute care facilities may be quickly overrun with patients and as such must prepare in advance. In order to operationalise one component of a pandemic plan, Capital Health in Edmonton, Alberta, piloted a mobile triage centre facility (portable isolation containment systems) and tested pandemic influenza triage and assessment guidelines in the winter of 2006–07. The mobile model provided emergency department surge capacity for communicable disease emergencies with scalable deployment capabilities. The deployable module has several advantages over a fixed structure like a community facility. The triage facility is a location for short-term treatments, such as intravenous therapy, prescriptions, medication distribution, and self-care education, which are needed during a pandemic influenza outbreak. Decanting infectious patients away from the emergency department protects a highly-vulnerable hospitalised group from viral transmission. Based on the pilot, it is found that community triage centres are a viable support option for emergency departments in an urban setting during pandemic influenza.
Successful customer-service provider relationship management: Transforming service providers from vendors to thought partner ‘insiders’
Authors: Ehrenberg Maureen
Published: July 2024

As corporate real estate (CRE) has evolved and companies have grown on a global scale, the relation-ship between CRE and service providers has changed significantly. While in the past service providers have served simply as ‘out taskers’, managing limited CRE requirements, in recent years that role has expanded and service providers have become thought leaders and strategic advisors to CRE organisa-tions. In order to provide proactive leadership to its clients, a service provider must transform into an ‘insider’ within the CRE organisation. The key to becoming an insider begins with successful, mutual customer relationship management — trust, reliability and strong communication skills will all help facilitate seamless integration between CRE and service provider and eliminate disconnections be-tween expectations and service delivery. Once this happens, the service provider becomes viewed as much more of a partner to CRE, rather than just a vendor. In order for the service provider to truly act as a partner, it must work with the CRE to set fair expectations and a working business model up front that manages per-formance-based service level agreements and includes a governance model based on collaboration and feed-back. As a true ‘thinking partner’ and ‘insider’ in the relationship, the service provider also must be sure to keep an open and direct dialogue with the client throughout their relationship; in turn, the CRE must remain receptive to such discussions. The service contract and fee structure also should be structured in such a way as to allow the service provider to offer strategies and consultation to the client, even on topics that may risk upsetting the status quo. If the contract ultimately becomes a barrier to change and progress, the parties should keep an open mind to amending the contract to allow such strategic change. Once the service provider is able to earn the trust of the CRE and become an ‘insider’ to the organisation, it becomes much easier to effectively provide true strategic solutions for the client that ultimately will lead to a mutually beneficial partnership and long-term relationship.
Customer-centricity and marketing attribution: Here is why it matters and how to get started
Authors: Thurber Korey
Published: July 2024

Being able to accurately measure and attribute success to marketing tactics was fairly easy when there were relatively few marketing channels, such as television, radio, print and direct mail in the 1960s. With the advent of digital marketing, attribution is no longer simple, and it is growing in importance. Fractional attribution rooted in proven math and statistical techniques is a critical tool to accurately improve/optimise the performance of an incredibly fragmented and complex system of channels and media, both online and offline. Barely one in 10 still consider ‘last click’ attribution to be an effective way to measure. Over 50 per cent of companies are still using last click, however. Data-driven decisions are better decisions. Developing a fractional attribution model is a significant undertaking in both time and money, but using it to inform better decision making can also increase marketing effectiveness. In a multi-channel world where the customer journey can span across several online and offline channels, robust attribution solutions will play a central role in informing channel and spending decisions. For instance, after implementing a fractional attribution model, one consumer product company was able to increase sales by 23 per cent while holding spending steady.
Using unmanned aircraft systems for live event monitoring: The benefits of aerial observation
Authors: Bogan Sam
Published: July 2024

What started as a project on how to detect unwanted drones during University of Colorado Boulder football games has turned into a programme providing live aerial coverage of campus events. The use of drones (or unmanned aircraft systems) has improved situational awareness for event command and control, enabling adjustments to tactics and strategies during events. This paper will detail the humble start-up of a drone programme, describing the need for partnerships, the basics of flying, the essentials of a drone programme, and examples of drone use during incidents and/or events. The reader will walk away with an understanding of the benefits of their agency having an ‘eye in the sky’ during incidents or events.
Lessons from two fires at Glasgow School of Art
Authors: Kincaid Simon
Published: July 2024

Fires have occurred in many high-profile historic buildings, including several in recent years. The Mackintosh Building at Glasgow School of Art, however, is unique in having suffered two fires in recent years, the second of which was highly destructive and affected the whole building. The comprehensive level of documentation about the building, ironically far more complete in the aftermath of the first fire as a consequence of the fine detail needed to facilitate a reconstruction project (at an advanced stage at the time of the second fire), means that there remains the potential for reconstruction. This in fact is the preferred option for the future of the building. There are a number of important lessons to come out of the fires, which have wide applicability for other historic buildings. The first, alluded to above, is that strenuous efforts should be made to ensure that documentation of the building is as complete as possible — likely a combination of safe storage of archival material and new digital recording. Secondly, the fires have emphasised the importance of early warning of fire, and consequently detection and alarm systems must be of high quality and failsafe; they must also remain at this standard when construction work is occurring, at which time care must also be taken not to compromise passive fire protection. Thirdly, since fast and effective intervention is critical, the fire and rescue service should be well acquainted with the building, with planning and cooperation to this end being prioritised. Conversely, where location means that early response is unlikely, independent action by the building staff and other fixed measures may be required. Finally, the possibility of there being a future for a historic building following a destructive fire may often depend on suitable and adequate insurance cover being in place.
Artificial Intelligence and machines : A curse or blessing for corporate real estate?
Authors: Ewert Michael , Brodowicz Dominika P. , Pospieszny Przemyslaw
Published: July 2024

The connected computational power of all devices in the world already exceeds the collective ability of humans to process the data. In general, societies, economic markets and national governments are both fascinated and disturbed of the rise of machines as the speed of evolution does not follow the rhythm of policy making and needs of users. At the same time, the real estate industry has just begun its journey to digital transformation. It faces a dichotomy as people adopt Artificial Intelligence (AI) as consumers, but fear what influence it could have on their jobs and privacy. A significant opportunity for corporate real estate (CRE) as it acts in between those forces to increase human experience, enable a work-life blend and support transformation as jobs will be enhanced through AI. At the same time, it is a humbling mission as AI will impact all levels of human needs. A significant proportion of those are fulfilled in and around properties. This paper outlines the key enablers and opportunities for the real estate industry to adopt AI as a productivity and transformational business power. It intends to deepen the understanding of key trends and give a fundamental background to reduce complexities and nuance the term AI. Therefore, key challenges are contextualised for CRE players to proactively strategise about partnerships, operations and value drivers for business entities. Ethical as well as social considerations are reflected as a part of worldwide debate on how machines can coexist with the human species.
Operational challenges with complex assets : Navigating technology solutions for diversified institutional investment portfolios
Authors: Kurland Scott
Published: July 2024

In recent years, institutional investors have begun diversifying into asset classes previously deemed too complex or high-risk to suit their objectives. While these investments may hold the potential for exceptional returns, they also pose significant challenges from an operations and accounting perspective due to their bespoke nature. This paper explores the diversification trend and investment categories that are attracting attention (and capital) from institutions. It outlines the key operational issues these investments raise, as well as some strategies that can help investors overcome those issues and optimise the benefits of diversification.
A significant shift in card business terms
Authors: Jones Peter
Published: July 2024

The European Commission is proposing to alter radically the traditional commercial and operational models that apply to card payments. Card fees charged to merchants are expected to fall significantly from 2015 onwards and, by 2016/17, the rules of card acceptance will also change. In addition, international and domestic card schemes will need to restructure their business frameworks and methods of operation. This paper examines the impact of these changes on the principal stakeholders and assesses the potential outcomes.