Research projects
	TELESERV - Telemediation in services, project supported by the European Social Fund and the Walloon Region (1999-2001)

This research has been carried out in 1999-2001 and was supported by the European Social Fund and the Walloon Region, Directorate General for Research, Technology and Energy), within the programme "anticipation of industrial transformations".

The research focuses on the development of telemediation: this means the mediation of technologies in service relations. More and more often, face-to-face relations are complemented or replaced by telephone calls assisted by computer, online services or other kinds of online support. Telemediation is a strong tendency as well in the service sector as in industry. Many companies develop online services, through internal platforms or through externalisation. Other companies are specialised in this type of remote services, as the call centres for example. A lot of jobs are concerned, in many functions and positions.

The research has a double objective. On the one hand, the research identifies which are the principal tendencies in the development of telemediation, particularly the transformation of existing activities and the creation of new services. On the other hand, it examines the transformations in work organisation, qualifications and competences. The research is based on case studies. It focuses particularly on the challenges for qualifications, skills and training.
The research have carried out by Nicole De Keyser, Isabelle Rolland, Gerard Valenduc and Patricia Vendramin. The final report (in French) has been published in June 2001 - see Publications.