In modern educational technology we have the ability to capture click-stream interaction data from a student as they work on educational problems within an online environment. This provides us with an opportunity to identify student behaviours within the data (captured by the online environment) that are predictive of student success or failure. The constraints that exist within an educational setting provide the ability to associate these student behaviours to specific educational outcomes. This information could be then used to inform environments that support student learning while improving a student’s metacognitive skills. In this dissertation, we describe how reading behaviour clusters were extracted in an experiment in which students were embedded in a learning environment where they read documents and answered questions. We tracked their keystroke level behaviour and then applied clustering techniques to find pedagogically meaningful clusters. The key to finding these clusters were categorizing the questions as to their level in Bloom’s educational taxonomy: different behaviour patterns predicted success and failure in answering questions at various levels of Bloom. The clusters found in the first experiment were confirmed through two further experiments that explored variations in the number, type, and length of documents and the kinds of questions asked. In the final experiment, we also went beyond the actual keystrokes and explored how the pauses between keystrokes as a student answers a question can be utilized in the process of determining student success. This research suggests that it should be possible to diagnose learner behaviour even in “ill-defined” domains like reading. It also suggests that Bloom’s taxonomy can be an important (even necessary) input to such diagnosis.

Traditional (or commercial) CRM is a well-defined domain but there is currently no generally accepted definition of what constitutes CRM in the not for profit (NfP) sector. Not for profit organisations are organisations which exist for a social purpose, are independent of the State, and which re-invest all of their financial surpluses in the services they offer or in the organisation itself. This research aims to answer the question "What exactly is CRM as applied to the NfP sector, what are its boundaries and what functions should an NfP CRM information system perform?" Grounded Theory Method (GTM) within a Design Science framework was used to collect, analyse, categorise, generalise and structure data from a number of NfP organisations and NfP information systems suppliers. An NfP CRM model was constructed from this data in the form of three multi-level taxonomies. The main taxonomy relates to generic and reusable information system requirements both functional and non-functional. Within this taxonomy the high-level categorisations of commercial CRM, namely "Marketing, "Sales" and "Service", are greatly extended to reflect the special needs of the NfP sector and in particular a much broader definition of "customer". The two minor taxonomies relate to issues of CRM strategy and CRM systems architecture which need to be considered alongside the system requirements. In addition to and resulting from the taxonomies, an over-arching definition of NfP CRM was developed. NfP organisations now have a framework that will enable them to know what to expect of CRM systems and from which they can select requirements to build their own specification of information system needs. Using the requirements taxonomy for this task will make the process of requirements analysis and specification easier, quicker, cheaper and more complete than using traditional methods. The framework will also allow NfP system suppliers to know what NfP organisations expect of their systems and will assist them with the specification of new system features. The minor taxonomies will provide NfP organisations with a series of strategic issues and systems architecture options that should be considered when implementing a CRM system. This research also demonstrates how GTM can be utilised: as the development phase of Design Research, as a general method of domain analysis, and as a tool to develop a taxonomy of reusable information system requirements.

Intelligent tutoring systems and computer-supported collaborative environments have been designed to enhance human learning in various domains. While a number of solid techniques have been developed in the Artificial Intelligence in Education (AIED) field to foster human learning in fundamental science domains, there is still a lack of evidence about how to support learning in so-called ill-defined domains that are characterized by the absence of formal domain theories, uncertainty about best solution strategies and teaching practices, and learners' answers represented through text and argumentation. This dissertation investigates how to support students' learning in the ill-defined domain of professional ethics through a computer-based learning system. More specifically, it examines how to support students in the analysis of case studies, which is a common pedagogical practice in the ethics domain. This dissertation describes our design considerations and a resulting system called Umka. In Umka learners analyze case studies individually and collaboratively that pose some ethical or professional dilemmas. Umka provides various types of support to learners in the analysis task. In the individual analysis it provides various kinds of feedback to arguments of learners based on predefined system knowledge. In the collaborative analysis Umka fosters learners' interactions and self-reflection through system suggestions and a specifically designed visualization. The system suggestions offer learners the chance to consider certain helpful arguments of their peers, or to interact with certain helpful peers. The visualization highlights similarities and differences between the learners' positions, and illustrates the learners' level of acceptance of each other's positions. This dissertation reports on a series of experiments in which we evaluated the effectiveness of Umka's support features, and suggests several research contributions. Through this work, it is shown that despite the ill-definedness of the ethics domain, and the consequent complications of text processing and domain modelling, it is possible to build effective tutoring systems for supporting students' learning in this domain. Moreover, the techniques developed through this research for the ethics domain can be readily expanded to other ill-defined domains, where argument, qualitative analysis, metacognition and interaction over case studies are key pedagogical practices.

This dissertation presents a novel effort to develop ITS technologies that adapt by observing student behavior. In particular, we define an evolving expert knowledge base (EEKB) that structures a domain's information as a set of nodes and the relationships that exist between those nodes. The structure of this model is not the particularly novel aspect of this work, but rather the model's evolving behavior. Past efforts have shown that this model, once created, is useful for providing students with expert feedback as they work within our ITS called Rashi. We present an algorithm that observes groups of students as they work within Rashi, and collects student contributions to form an accurate domain level EEKB. We then present experimentation that simulates more than 15,000 data points of real student interaction and analyzes the quality of the EEKB models that are produced. We discover that EEKB models can be constructed accurately, and with significant efficiency compared to human constructed models of the same form. We are able to make this judgment by comparing our automatically constructed models with similar models that were hand crafted by a small team of domain experts. We also explore several tertiary effects. We focus on the impact that gaming and game mechanics have on various aspects of this model acquisition process. We discuss explicit game mechanics that were implemented in the source ITS from which our data was collected. Students who are given our system with game mechanics contribute higher amounts of data, while also performing higher quality work. Additionally, we define a novel type of game called a knowledge-refinement game (KRG), which motivates subject matter experts (SMEs) to contribute to an already constructed EEKB, but for the purpose of refining the model in areas in which confidence is low. Experimental work with the KRG provides strong evidence that: 1) the quality of the original EEKB was indeed strong, as validated by KRG players, and 2) both the quality and breadth of knowledge within the EEKB are increased when players use the KRG.