Abstract
In this paper we intend to present an analysis to the means of collecting customer feedback through the Internet. Holding the current customers, as well as attract new ones, has been a very relevant concern to many organizations. Knowing their customers opinion is a decisive part of the product/service development. Collecting customer feedback through the Internet is considered to be simpler and economical when comparing to the traditional means of collecting customer feedback. This work is the result of a study that identified the means of collecting customer feedback present in the websites of the biggest Portuguese SMEs and biggest Portuguese enterprises in business volume.

Abstract
The information and communication technologies (ICT) have the potential to improve the quality of life of individual with functional particularities, potentiating their activity in society, as well supplying the conditions for a prolonged active life, counter acting the natural age related lost of faculties. As such, the software component - of ICT - is lacking a good and attentive construction to these functioning details which, often, are of difficult assessment. Adding to these constrains, the existing information is, not exclusively but especially, focused on Web contents. Attending to these matters, a checklist of proposals has been elaborated, and presented in this paper, that tries to cover these flaws, allowing for an evaluation of the accessibility of Integrated Development Environments (IDE), their capacity of generating accessible software - native software and not Web contents - and even the accessibility of the final product - the native software. Conceived through the reutilization and inspired on the general knowledge created by the Web Accessibility Initiative (WAI), the drafts of this checklist are easily understandable and applicable. With the objective of facilitating the work of information systems technician who may already have concerns regarding these topics, it further has the important potential of encouraging agents to initiate themselves into the cares that this are requires. © 2012 AISTI.

Abstract
The economic sector of contact centers is growing by more than 8% a year. It is a multidisciplinary area in which information systems are decisive to organizations' success. Contact Centers' Information Systems deal with real time requisites and critical business information. A theory-building research shows a framework with 12 key design factors to consider, which managers might use to develop projects and researchers may adopt for further investigation in the area of Contact Center design. This work intends to provide a valuable link between the research community and practitioners in industry.

Abstract

Abstract
Web accessibility is growing in importance. We may also find an increasing need for access to web resources by those with some sort of disability. The Web is very important for spreading information and for promoting interaction between the various elements in society. Given this, it is essential that the Web presents itself as a totally accessible resource, so that it can help citizens with disabilities and their integration in society. This obligation should be even greater for enterprises as primarily the Web is used as a marketing and business platform. With this document, we present indicators regarding the [lack of] accessibility levels of Portuguese enterprise websites. This article contains theoretical and background considerations as well as the results of two different studies that the research team undertook. First of all, the research team made a comparison between the 1000 largest Portuguese enterprises (annual sales volume) and the 1000 best Portuguese small and medium enterprises (sales growth and profit) using a specialised software tool and according to Web Content Accessibility Guidelines (WCAG) 1.0; the research team then also considered WCAG 2.0 and its impact on enterprise Web accessibility. In the second study (qualitative in nature), focus group interactions led to a set of recommendations towards greater accessibility.

Abstract