ICT-enabled Service Design Suitable for Museums – The Case of the iPalace Channel of the National Palace Museum in Taipei

In the service economy, the information and communication technologies (ICT) have become more popular and the service of the National Palace Museum (NPM) is evolving to be customer-oriented, innovative, and ICT-enabled. This study takes the case of iPalace channel of NPM to explore the suitable comm...

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Bibliographic Details
Published in:Tʻu shu kuan hsüeh yü tzŭ hsün kʻo hsüeh 2013-04, Vol.39 (1)
Main Authors: Shin-Ying, Huang, Chao, Yiting, Rua-Huan Tsaih
Format: Article
Language:English
Subjects:
Communication
Museums
Online Access:Get full text
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Summary:In the service economy, the information and communication technologies (ICT) have become more popular and the service of the National Palace Museum (NPM) is evolving to be customer-oriented, innovative, and ICT-enabled. This study takes the case of iPalace channel of NPM to explore the suitable communication tool for designing such new ICT-enabled services. This study integrates approaches from the disciplines of service and system engineering to derive such a communication tool for the iPalace channel. Specifically, the proposed communication tool helps the designer comprehensively describe the following three parts: the ICT-enabled service blueprint, the interface table of ICT-enabled service encounter, and the pseudo code of the middle-office and back-office activities that cross the intra -organizational business processes and the inter-organizational workflows. Application results confirm that the proposed communication tool for the iPalace channel can be accepted by the senior managers of NPM, and can effectively and efficiently facilitate the prototype implementation of iPalace channel. pp. 90-105
ISSN:0363-3640
2224-1574