Dans une recherche-action menée au sein de La Poste, nous problématisons le rôle d’une « communication organisante » dans la prévention des risques psychosociaux liés à un changement : « l’acculturation au numérique ». Dans cette thèse, nous revenons sur les différentes transformations opérées au sein de La Poste depuis sa création, et nous nous intéressons au rôle de la communication dans l’accompagnement de ces dernières, plus particulièrement avec le « Grand Dialogue » se présentant comme « une démarche inédite en faveur du bien-être au travail ». A l’issue de nos recherches, il apparaît qu’une majorité des collaborateurs n’est pas en difficulté dans ses usages du numérique, compte tenu des actions d’accompagnement à l’acculturation mises en place par la direction de la communication, grâce à ses différentes innovations. La communication des organisations se révèle donc être un facteur de protection des RPS de cette « acculturation au numérique », et vient par là même questionner son rôle en tant que contributrice de la citoyenneté. En effet, cet engouement des postiers pour les technologies numériques semble révéler que leur usage devient une nécessité pour tous et trouve une utilité au-delà de l’entreprise, dans leur vie quotidienne. Par ailleurs, la recherche-action vient mettre en lumière les enjeux mais aussi les limites de la prévention des RPS au sein de l’organisation, pour l’ensemble des collaborateurs, y compris pour les assistants sociaux. Ainsi, découvrons-nous comment ces collaborateurs atypiques mettent en place des stratégies d’usage des technologies numériques pour palier à une organisation et à des pratiques communicationnelles jusque-là frustrantes. / This text deals with digital literacy at the French Post Office Company. As the firm worried about stress at work, a “Grand dialogue” was organized to estimate this level and take actions against it. At the same time, using this corporate communication, the company settled the “Lean management” to change the organization. On this occasion, that was an opportunity for a social worker to join a working group and study with an action-research the consequences for workers on their mental suffering.Besides after considering the links between psychological risks and digital literacy, he showed that it was not true for the postal workers. Indeed the actions that had been put in place in the company were effective help and much more, that the communication of organisations is a protection against psychological risks and social exclusion.However the action-research shows that the social workers were actually suffering from psychological risks and then they had set up strategies by using technologies to get better.

Les dispositifs technologiques connaissent un essor sans égal de par la facilité d’accès à l’information. Il en résulte la nécessité de développer une capacité d’exploitation citoyenne de L’information. Les questions problématiques se résument autour de cinq points entre autres : Les technologies numériques viennent-elles soutenir une autre perception de l’enseignement/apprentissage au Sénégal ? Le projet d’introduction de salles multimédia emmène-t-il les élèves à l’utilisation fréquente pour la recherche sur les sites web ? Les nouveaux types d’apprentissages poussent-il les élèves à utiliser plus fréquemment les tic pour augmenter leurs performances lors de l’appropriation des acquis en matière de changement de comportements dans le domaine des sciences et dans le cadre de l’efficacité de l’apprentissage ? Notre recherche s’appuie sur les résultats des enquêtes réalisées auprès de 146 élèves de lycée et d’une cinquantaine de professeurs de la région de Dakar, utilisant l’ordinateur, la tablette ou le téléphone portable comme appui à l’enseignement/apprentissage. Pour appréhender leurs perceptions avec l’apport des différentes technologies, nous utiliserons leurs réponses aux quatre axes : utilisation d’un ordinateur ou d’un PC, d’une tablette ou autre appareil en ligne ; intérêt de l’utilisation des tics pour l’e/a ; les lieux d’utilisation des technologies numériques et enfin, sur l’usage tant au niveau des apprenants que des enseignants. Ces résultats feront l’objet d’une analyse qualitative. Les données quantitatives de l’enquête vont être traitées avec les logiciels Sphinx et EXCEL. / Technological devices have reached such a growth thanks to easy access to information. Therefore citizen operating capacity of information needs to be developed. Problematic questions that arise can be summarized along five lines: Do Digital technologies support a different (another) perception of the teaching / learning in Senegal? The project for settling multimedia rooms may bring students to a more frequent use for research on internet (websites)? Do new types of learning push students to use more frequently ict to increase their performance while acquiring knowledge on behavior changes in the sciences and in the context of the efficiency of the learning? Is learning becoming more efficient? Do technological innovations bring new skills in learners?Our research is based on the results of surveys of 146 students in high school and fifty teachers from the Dakar region who are using computer, tablet or mobile phone as support for teaching / learning. To understand their perceptions with the contribution of different technologies, we will use their answers to cinq axes : : Use of a computer or PC , tablet or other online devices; interest of the use of digital technologies for teaching / learning; the places of use of digital technologies and at last, use of online courses both for learners and teachers and correspondence with teachers. These results will be subject to a qualitative analysis of the responses that will inform us about the contributions of digital technologies in the types of learning. Quantitative survey data will be treated with the Sphinx and EXCEL software.

En stor del utav dagens vårdtagare är äldre personer och majoriteten utav dessa vill kunna bo kvar i det egna hemmet under så lång tid som möjligt. Det som oftast hindrar dem är deras olika behov och funktionshinder som gör att de ständigt är i behov av någon annans hjälp. Detta bidrar till en otrygghet bland de äldre och en minskad livskvalitet i samband med oro och att man inte kan vara självständig på samma vis som förr. Dessutom är hemtjänsten i flera delar av Sverige högt belastad. En kombination av detta gör att resurserna inom vården inte räcker till för att täcka upp de behov som finns bland vårdtagarna. Med hjälp av informations- och kommunikationsteknologi så kan man effektivisera vården och bidra till en bättre användning av de befintliga resurserna. Detta ska medföra att arbetet underlättas för vårdgivarna och ge en ökad kvalitet inom hemtjänsten. Effekten av digitala lösningar inom vården ska öka självständigheten hos vårdtagarna, öka levnadsstandarden och skapa en större trygghet bland dessa och deras anhöriga. Med hjälp av applikationen Trixxa och Halmstad Intelligent Home så har man utvecklat TICaP, en kommunikationsplattform med implementerade sensorer och funktioner. Med hjälp av TICaP kan vårdgivare, vårdtagare och deras anhöriga kommunicera med varandra, sätta upp olika arbetsuppgifter samt få realtidsinformation om den aktuella vårdtagaren. Med hjälp av denna tjänst så kan man lösa många olika behov som finns bland vårdtagare som är beroende av hemtjänst. Även få en bättre koll på hur läget ligger till för vårdtagaren i hemmet. Man kan direkt få en notis om vårdtagaren behöver hjälp, har tagit sin medicin eller om vad man vill, man bestämmer själv vad notisen ska säga. Detta leder till en ökad trygghet hos vårdtagaren då han eller hon vet med sig att anhöriga och vårdgivare får direkt information samt en ökad trygghet för de anhöriga som enkelt kan ha kolla på vårdtagarens tillstånd via applikationen. / A majority of today's caretakers are older people and most of them want to be able to stay in their own homes for as long as possible. That which usually prevents them is their different needs and disabilities, which means that they are constantly in need of someone else's help. This leads to an insecurity among the elderly and a reduced quality of life in contribution with anxiety and the fact that they cannot be as independent as before. Also, the home healthcare system in Sweden is highly burdened. A combination of these factors makes the resources available to the home healthcare system insufficient to meet the existing needs of the caretakers. With the help from information- and communications technology you can streamline the home healthcare system and contribute to make better use of existing resources. This should make the work more effective for the caregivers and increase the quality of the home healthcare system. The effect of digitalized solutions in home healthcare systems should increase the independence for the caretakers, raise the standard of living and create greater security among them and their relatives. With help of the application Trixxa and Halmstad Intelligent Home, TICaP has been developed, a communications platform with implemented sensors and functions. With the help of TICaP, caregivers, caretakers and their relatives can communicate with each other, set up different tasks and get real-time information about the current caretaker. With the help of this service you can solve many different needs that exist among caretakers who are dependent on the home healthcare system. You can also get a better understanding of how the situation is for the caretaker in their own home. You can immediately get a notification if the caretaker needs help, if the caretaker has taken his medicine, or on what you want basically, you decide for yourself what the notification should say. This leads to an increased sense of security for the caretaker as he or she knows that the relatives and caregivers receive direct information, as well as an increased sense of security for the relatives who easily can oversee the general condition of the caretaker through the application.

Thesis submitted in fulfilment of the requirements for the award of the Degree of Doctor of Philosophy in the Department of Library and Information Science at the University of Zululand, South Africa, 2012. / The purpose of this study was to investigate the diffusion of information and communication technologies (ICTs) in the informal sector in Kenya. The study specifically focused on micro and small enterprises (MSEs) in two provinces in Kenya, namely Nairobi Province and Central Province. Information for the study was gathered through a literature review, a field survey, and personal observation. Questionnaires were used to solicit information from micro and small enterprise participants drawn from the two provinces. A combination of purposive and probability random sampling was used to generate the sample frames of MSE clusters and respondents respectively. The sample of respondents was drawn from the central business district in the city of Nairobi, two markets (Gikomba market and Kenyatta market) and a horticultural products’ depot next to Jomo Kenyatta International Airport in Nairobi Province. Two urban centers and two market centers were selected from Central Province, namely Kiambu and Thika towns and Kabati and Makutano market centers in Muranga District. Questionnaires were administered to a sample of 390 MSE participants comprising of owner/managers and selected employees. The overall results revealed that the majority of MSEs are small and are started with little preparation and scarce capital. Only 5.6% of the enterprises had more than five employees, while less than one percent had over ten employees. The majority of the MSEs (over 90%) therefore fell in the micro-enterprises category. The use of ICTs by the micro enterprises’ participants, with the exception of the mobile phone and mobile money services, was found to be quite low. The use of the mobile phone and mobile phone services was over 90%. . Access to formal business information sources was also poor, and the majority of the MSE participants relied mainly on their knowledge and experiences, customer reactions, telephone contacts, and friends and relatives. Information was rarely sourced from government agencies and other formal sources like the internet and mass media. MSEs face many challenges in the use of ICTs because of the nature and small scale of their businesses, which do not allow them to focus on much else beyond survival. The MSEs lacked institutional capacity and support in the form of affordable telecommunications facilities and ICTs as formal sources of information. The mobile phone has been embraced by MSE workers, as an affordable and quick way to communicate and perform business transactions. The mobile phone technology has been quickly adopted and is heavily relied on in MSE operations. The study recommends accelerated government involvement in order to address the various challenges of providing the necessary infrastructure, developing and implementing effective policies, improving the distribution of economic resources, improving business premises and infrastructure that can reach the MSEs, improving skills and training to enable the use of ICTs, raising awareness, facilitating access to credit and finance, as well as improving information structures for formal information sources and dissemination. The study recommends more research to gain a deeper understanding of the context and information needs of small business enterprises in order to be able to offer a strategic framework for appropriate intervention in providing information for MSEs. Further research is also recommended in the area of mobile telephony, given its rapid adoption and use in a short span of ten years, to bring out its full potential and benefits. / University of Zululand

Depuis le « Plan Informatique Pour Tous » de 1985, les technologies numériques ne cessent d'occuper une place grandissante dans l'enseignement : manuels numériques, logiciels de géométrie dynamique, learning games, e-learning, blended learning, MOOC, classes inversées, robotique éducative, etc.L'ambition de nos travaux est de montrer que certaines de ces technologies peuvent contribuer à améliorer les apprentissages, en dynamisant les contenus, en accentuant la motivation des étudiants, en proposant des dispositifs adaptés à la formation à distance, en personnalisant les parcours pédagogiques.Les enjeux autour de ces questions sont importants. La nécessité de motiver les étudiants et de personnaliser les apprentissages apparaît de plus en plus clairement. Ce sont des atouts majeurs pour lutter contre le décrochage scolaire et pour l'égalité des chances.Objectifs de nos travaux antérieurs à 2011 :— Ludifier et animer des contenus afin de les rendre plus motivants et plus explicites.— Visualiser des concepts en manipulant des objets numériques.— Virtualiser des objets d'apprentissage pour s'affranchir de contraintes matérielles afin de faire travailler des méthodes, de dépasser des difficultés de manipulation et des situations de handicap.— Fournir des outils d'interactivité, de visualisation, de calcul formel et de géométrie pour des environnements informatiques d'apprentissage (plateformes d'enseignement à distance, logiciels).— Fournir des outils de monitoring des activités des utilisateurs afin de suivre au mieux leur progression, afin de pouvoir les suivre au plus près dans leurs cheminements, de leur fournir des retours adaptés et des parcours personnalisés, de les rendre plus autonomes.— Expérimenter des objets à la fois numériques et tangibles tels que les robots pour évaluer leur impact dans les apprentissages.— Repenser les manuels scolaires en les accompagnant de dispositifs numériques.Ces travaux ont trouvé un prolongement ciblé, fortement ancré recherche, dans des travaux plus récents.Objectifs de nos travaux postérieurs à 2011 :— Optimiser et personnaliser en profondeur les apprentissages en faisant appel à l'intelligence artificielle et à des algorithmes de machine learning.— Introduire des objets tangibles, tels que les robots, que les élèves peuvent manipuler, voire programmer, pour éclairer différemment les apprentissages et proposer une approche concrète pour construire de nouveaux concepts. / Since the "Plan Informatique Pour Tous" in 1985, digital technologies occupy an increasingly importance in education: digital textbooks, dynamic geometry software, learning games, e-learning, blended learning, MOOC, flipped classrooms, educational robotics, etc.The aim of our work is to show that some of these technologies can contribute to improve learning, boosting learning contents, emphasizing student motivation by proposing devices suitable for distance learning and personalizing learning paths.The stakes of these issues are important. The need to motivate students and personalize learning is more and more crucial. These are major assets to reduce dropout and promote equal opportunities.Objectives of our work before 2011:- Gamify contents to make them more motivating.- Visualize concepts by using digital objects.- Virtualize learning objects in order to reduce physical constraints to work methods, to overcome handling difficulties and disability situations.- Provide tools for interactivity, visualization, computer algebra and geometry for computer environments learning (distance learning platforms, software).- Provide tools for monitoring user activity in order to better track their progress, to follow them with precision, to making them more autonomous.- Experiment with objects both digital and tangible such as robots, to assess their impact in learning.- Build new textbooks by accompanying them with digital devices.This work was continued in recent and more research-driven work.Objectives of our work from 2011:- Optimize and personalize learning by using artificial intelligence and machine learning algorithms.- Use tangible objects such as robots, that students can manipulate and program, to approach learning differently to provide concrete environment to build new concepts.

The purpose of this descriptive-correlation study was to examine the variables associated with Northern Utah farmers’ adoption of auto-guidance technologies in alfalfa and corn silage production and determine training preferences. Participants in this study engaged in an experiential training session utilizing an auto-guidance system comparable to those available for use on their own farm. A survey was administered to identify autoguidance technology adoption and farmers’ preferences for related training. The majority of participants reported being male (f = 56, 98.2%). Half of the participants in this study (50.8%) indicated using auto-guidance technology in some form in their farming practices. Most attendees used auto-guidance technology with tractors (36.1%) and self-propelled windrowers (32.8%). Agricultural equipment businesses and Extension agents should help non-users to embrace new technology by using implementation statistics that include peer usage and management benefits.

L'émergence des téléphones mobiles et objets connectés a profondément changé notre vie quotidienne. Ces dispositifs, grâce à la multitude de capteurs qu'ils embarquent, permettent l'accès à un large spectre de services. En particulier, les capteurs de position ont contribué au développement des services de localisation tels que la navigation, le covoiturage, le suivi de la congestion en temps réel... En dépit du confort offert par ces services, la collecte et le traitement des données de localisation portent de sérieuses atteintes à la vie privée des utilisateurs. En effet, ces données peuvent renseigner les fournisseurs de services sur les points d'intérêt (domicile, lieu de travail, orientation sexuelle), les habitudes ainsi que le réseau social des utilisateurs. D'une façon générale, la protection de la vie privée des utilisateurs peut être assurée par des dispositions légales ou techniques. Même si les mesures d'ordre légal peuvent dissuader les fournisseurs de services et les individus malveillants à enfreindre le droit à la vie privée des utilisateurs, les effets de telles mesures ne sont observables que lorsque l'infraction est déjà commise et détectée. En revanche, l'utilisation des technologies renforçant la protection de la vie privée (PET) dès la phase de conception des systèmes permet de réduire le taux de réussite des attaques contre la vie privée des utilisateurs. L'objectif principal de cette thèse est de montrer la viabilité de l'utilisation des PET comme moyens de protection des données de localisation dans les services de covoiturage. Ce type de service de localisation, en aidant les conducteurs à partager les sièges vides dans les véhicules, contribue à réduire les problèmes de congestion, d'émissions et de dépendance aux combustibles fossiles. Dans cette thèse, nous étudions les problèmes de synchronisation d'itinéraires et d'appariement relatifs au covoiturage avec une prise en compte explicite des contraintes de protection des données de localisation (origine, destination). Les solutions proposées dans cette thèse combinent des algorithmes de calcul d'itinéraires multimodaux avec plusieurs techniques de protection de la vie privée telles que le chiffrement homomorphe, l'intersection sécurisée d'ensembles, le secret partagé, la comparaison sécurisée d'entier. Elles garantissent des propriétés de protection de vie privée comprenant l'anonymat, la non-chainabilité et la minimisation des données. De plus, elles sont comparées à des solutions classiques, ne protégeant pas la vie privée. Nos expérimentations indiquent que les contraintes de protection des données privées peuvent être prise en compte dans les services de covoiturage sans dégrader leurs performances. / The emergence of mobile phones and connected objects has profoundly changed our daily lives. These devices, thanks to the multitude of sensors they embark, allow access to a broad spectrum of services. In particular, position sensors have contributed to the development of location-based services such as navigation, ridesharing, real-time congestion tracking... Despite the comfort offered by these services, the collection and processing of location data seriously infringe the privacy of users. In fact, these data can inform service providers about points of interests (home, workplace, sexual orientation), habits and social network of the users. In general, the protection of users' privacy can be ensured by legal or technical provisions. While legal measures may discourage service providers and malicious individuals from infringing users' privacy rights, the effects of such measures are only observable when the offense is already committed and detected. On the other hand, the use of privacy-enhancing technologies (PET) from the design phase of systems can reduce the success rate of attacks on the privacy of users. The main objective of this thesis is to demonstrate the viability of the usage of PET as a means of location data protection in ridesharing services. This type of location-based service, by allowing drivers to share empty seats in vehicles, helps in reducing congestion, CO2 emissions and dependence on fossil fuels. In this thesis, we study the problems of synchronization of itineraries and matching in the ridesharing context, with an explicit consideration of location data (origin, destination) protection constraints. The solutions proposed in this thesis combine multimodal routing algorithms with several privacy-enhancing technologies such as homomorphic encryption, private set intersection, secret sharing, secure comparison of integers. They guarantee privacy properties including anonymity, unlinkability, and data minimization. In addition, they are compared to conventional solutions, which do not protect privacy. Our experiments indicate that location data protection constraints can be taken into account in ridesharing services without degrading their performance.

This study explores employees' desire to embrace both a legacy operating system and a new workflow engine utilized in the workplace. The goal is to better understand the partnership and relationship the users build with the technologies and how that impacts usage behavior. The research is centered on a mixed-method case study using survey and episodic interview techniques of data collection. Models and methodologies providing the foundation for this study include Venkatesh and Davis's technology acceptance model 2 (TAM 2) and Venkatesh, Morris, Davis, and Davis' unified theory of acceptance and use of technology (UTAUT) model, coupled loosely with concepts from Brooks and Atkinson's StructurANTion Theory. A new, adapted model is created to capture and understand the anthropomorphic characteristics users apply to the technology. This study yields important information for the future theoretical frameworks as elements such as trust and control, and descriptive variables like age and tenure have not factored into existing theoretical frameworks and models. Users can often anthropomorphize technology, viewing it as part of the social team to help improve their work. Through this lens, users expect information systems to be controllable and trustworthy to respond to their needs both alone and within the function of the team.

The current diverse and wide range of computing moves towards the cloud and de- mands high performance in low latency and high throughput. Facebook reported that 3.3 billion people monthly and 2.6 billion people daily use their data centers over the network. Many emerging user-facing applications require strict control over the stor- age latency’s tail to provide a quality user experience. The low-latency requirement triggers the ongoing replacement of hard drives (HDDs) by solid-state drives (SSDs) in the enterprise, enabling much higher performance and lower end-to-end storage latencies. It becomes more challenging to ensure low latency while maintaining the device’s endurance ratings. We address this challenge in the following ways: 1. Enhance the overall storage system’s performance and maintain the SSD endurance using emerging Non-volatile memory (ENVM) technology. 2. Implement deterministic la- tency in the storage path for latency-sensitive applications. 3. Provide low-latency and differentiated services when write-intensive workloads are present in a shared environment. We have proposed the performance and endurance-centric mechanisms to evaluate the tradeoffs between performance and endurance. In the first approach, our goal is to achieve low storage latency and a long lifetime of the SSD simultane- ously, even for a write-heavy workload. Incorporating a significantly smaller amount of ENVM with SSD as a cache helps to achieve the said goal.SSDs using the NVMe (Non-Volatile Memory Express) interface can achieve low latency as the interface provides several advanced features. The second approach has iii explored such features to control the storage tail latency in a distributed environment. The ”predictable latency mode (PLM)” advanced feature helps to achieve determinis- tic storage latency. SSDs need to perform many background management operations to deal with the underlying flash technology traits, the most time-consuming ones be- ing garbage collection and wear leveling. The latency requirement of latency-sensitive applications violates when the I/O requests fall behind such management activities. PLM leverages SSD controllers to perform the background operations during a win- dow, called a ”non-deterministic window (NDWin)”. Whereas during the ”determin- istic window (DTWin)”, applications will experience no such operations. We have extended this feature in the distributed environment and showed how it helps achieve low storage latency when the proposed ”PLM coordinator (PLMC)” is incorporated. In a shared environment with write-intensive workloads present, result in latency peak for Read IO. Moreover, it is required to provide differentiated services with multiple QoS classes present in the workload mixture. We have extended the PLM concept on hybrid storage to realize the deterministic latency for tight tail-controlled appli- cations and assure differentiated services among multiple QoS applications. Since nearly all of the storage access in a data center is over the network, an end-to-end path consists of three components: The host component, Network component, and Storage Component. For latency-sensitive applications, the overall tail latency needs to consider all these components. In a NAS (Network Attached Storage) architecture, it is worth studying the QoS class aware services present at the different components to provide an overall low request-response latency. Therefore, it helps future research to embrace the gaps that have not been considered yet. / Computer and Information Science

The current diverse and wide range of computing moves towards the cloud and de- mands high performance in low latency and high throughput. Facebook reported that 3.3 billion people monthly and 2.6 billion people daily use their data centers over the network. Many emerging user-facing applications require strict control over the stor- age latency’s tail to provide a quality user experience. The low-latency requirement triggers the ongoing replacement of hard drives (HDDs) by solid-state drives (SSDs) in the enterprise, enabling much higher performance and lower end-to-end storage latencies. It becomes more challenging to ensure low latency while maintaining the device’s endurance ratings. We address this challenge in the following ways: 1. Enhance the overall storage system’s performance and maintain the SSD endurance using emerging Non-volatile memory (ENVM) technology. 2. Implement deterministic la- tency in the storage path for latency-sensitive applications. 3. Provide low-latency and differentiated services when write-intensive workloads are present in a shared environment. We have proposed the performance and endurance-centric mechanisms to evaluate the tradeoffs between performance and endurance. In the first approach, our goal is to achieve low storage latency and a long lifetime of the SSD simultane- ously, even for a write-heavy workload. Incorporating a significantly smaller amount of ENVM with SSD as a cache helps to achieve the said goal.SSDs using the NVMe (Non-Volatile Memory Express) interface can achieve low latency as the interface provides several advanced features. The second approach has iii explored such features to control the storage tail latency in a distributed environment. The ”predictable latency mode (PLM)” advanced feature helps to achieve determinis- tic storage latency. SSDs need to perform many background management operations to deal with the underlying flash technology traits, the most time-consuming ones be- ing garbage collection and wear leveling. The latency requirement of latency-sensitive applications violates when the I/O requests fall behind such management activities. PLM leverages SSD controllers to perform the background operations during a win- dow, called a ”non-deterministic window (NDWin)”. Whereas during the ”determin- istic window (DTWin)”, applications will experience no such operations. We have extended this feature in the distributed environment and showed how it helps achieve low storage latency when the proposed ”PLM coordinator (PLMC)” is incorporated. In a shared environment with write-intensive workloads present, result in latency peak for Read IO. Moreover, it is required to provide differentiated services with multiple QoS classes present in the workload mixture. We have extended the PLM concept on hybrid storage to realize the deterministic latency for tight tail-controlled appli- cations and assure differentiated services among multiple QoS applications. Since nearly all of the storage access in a data center is over the network, an end-to-end path consists of three components: The host component, Network component, and Storage Component. For latency-sensitive applications, the overall tail latency needs to consider all these components. In a NAS (Network Attached Storage) architecture, it is worth studying the QoS class aware services present at the different components to provide an overall low request-response latency. Therefore, it helps future research to embrace the gaps that have not been considered yet. / Computer and Information Science