The Sense‐making approach to studying and understanding users and designing systems to serve their needs is reviewed. The approach, developed to focus on user sense making and sense unmaking in the fields of communication and library and information science, is reviewed in terms of its...

In telecommunication privacy policy discourses, there is a paucity of evidence regarding how lay people understand and deal with telephone privacy issues. This article aims to add the voice of the missing user to policy discourse and reports the results of a US study of residential users in the...

US policy makers are deliberating about upgrading the public switched telecommunications network (PSTN) with little or no empirical evidence concerning residential users' use of 'POTS-plus' services. The purpose of this study is to address this gap. Two crucial assumptions extant in the policy...

The idea of adapting and designing services and products to serve “special” needs either for the public good or for commercial purposes is fundamentally an idea anchored in US history. At root, it is a simple idea, albeit expressed in widely varying vocabularies across disciplines and...

The growth of Internet shopping motivates a better understanding of how e-loyalty is built online between businesses and consumers. In this study, Web site design and culture are advanced as important to Web site trust, Web site satisfaction, and e-loyalty in online business relationships. Based...