My research is situated in the emerging field of service science: the science of the human, organizational, and technological systems called service systems in which I investigate social platforms as enablers for service system interactions.
Prior to joining the University of Toronto iSchool in January 2008, I was the Program Director of the IBM Toronto Lab Centre for Advanced Studies (CAS) which partners with university faculty members and graduate students around the world to apply their research to the software products that are built in the IBM Toronto Software Lab. For more information about my work in this role, click here.
Since joining the University of Toronto, my research has been focused on social systems to support interactions in service systems. Compared to manufacturing and commodity-based organizations that produce and sell goods independently of customer inputs, customer input is required to deliver services. This differentiating aspect of service systems is called value co-creation because two entities must interact to create value together, often according to differing perceptions of value. Successful value co-creating interactions require innovative uses of technology to support relationship-building, group interactions, collaborative work processes, and information sharing across organizational and geographic boundaries. Despite an increase in the complexity and importance of value co-creating service interactions and a growing interest in social media and social networking techniques (together referred to as social features or social systems) to support work activities, there has been little focus on social features for service system interactions within the service science community.
The overall goals of my research program are to: study and understand how social systems are used in real-world service systems; and, enhance existing and create new social systems to support the interactions that take place in service systems. Achieving these goals requires: 1. a clear definition of social systems; 2. the development of novel techniques for analyzing and modeling service systems; 3. investigations into the use of social systems in existing service environments; and, 4. the design of innovative new social systems to support interactions in service systems.
CFI-JELF, 2015, $69,021, "Large Scale Analysis of Textual Repositories".
NSERC Engage Grant, 2014, $24,900, with Sciencescape "Investigating Social Network Analysis (SNA) for Recommendation Systems in Science Research Discovery".
NSERC Discovery Grant, From March 2013 to March 2018, $75,000 over 5 years, "Interaction Systems for Smarter Service Engagements".
GRAND (Graphics, Animation, and New Media) Network, March 2013 to 2014, $15,000 over 1 year, "Media Enabled Organizational Workflow, Collaboration in the GRAND Forun", Project Leader: Eleni Stroulia (University of Alberta); Project Co-Leader: Kellogg Booth, University of British Columbia.
Ghadiri Bashardoost, B., Lyons, K., & Leung, R. (2016). A Goal-oriented Approach for Designing Collaboration Processes. Accepted for publication in the Proceedings of of the 49th Hawaii International Conference on System Sciences, Processes and Technologies for Small and Large Team Collaboration Mini-Track (Kauai, Oahu, HI, January 5-8, 2016), 10 pages.
Nasir, M., Lyons, K., Leung, R., Bailie A., & Whitmarsh, F. (2015). The Effective of Collaborative Games on Group Work. Accepted for publication in the Proceedings of the Centre for Advanced Studies Conference (CASCON) 2015, (Markham, Ontario, November 2-4, 2015), 10 pages.
Hayat, Z. & Lyons, K. (2013). Co-authorship networks and collaboration typologies: the case of CASCON. Accepted for publication in the 63nd Annual Conference of the International Communication Association. London, UK.
Nasir, M., Lyons, K., Leung, R., & Moradian, A. (2013) Cooperative Games and their Effect on Group Collaboration. Accepted for publication in the 8th International Design Science Research (DESRIST) Conference. Helsinki, FI, June 11-12, 2013.
Hayat, Z. & Lyons, K. (2013). Co-authorship networks and collaboration typologies: the case of CASCON. Accepted for presentation at the 63rd Annual Conference of the International Communication Association. London, UK. June 17-21, 2013.(Extended Abstract)
Lyons, K., & Marks, S. (2012). A distributed-cognition based method for finding social feature opportunities in business services. In L. E. Freund, (Eds.), Advances in the Human Side of Service Engineering (pp. 159-168). CRC Press. (PDF)
Lyons, K., Chuang, S., & Choo, C. W. (2012). Towards a conceptual framework for managing social media in enterprise online communities. iSchools Conference (iConference), February 7-10, 2012, 626-628. Toronto, ON.
Lyons, K., Messinger, P. R., Niu, R. H., & Stroulia, E. (2012). A tale of two pricing systems for services. Information System and e-Business Management. Secaucus, NJ: Springer-Verlag New York, Inc., 19-42. DOI: 10.1007/s10257-010-0151-3. Published online first November 26, 2010.
Lyons, K., Lessard, L. and Marks , S. (2011). Integrating social features in service systems: the case of a library service. AMCIS 2011 Proceedings -. Paper 244. (American Conference on Information Systems) August 4-8, 2011, 9 pages. Detroit, MI. http://aisel.aisnet.org/amcis2011_submissions/244
King, A. and Lyons , K. (2011). Automatic Status Updates in Distributed Software Development. Published in the Proceedings of the 2nd International Workshop on Web 2.0 for Software Engineering, May 24, 2011, 19-24. Waikiki, Honolulu, HI.
Bajic, D. and Lyons, K. (2011). Leveraging Social Media to Gather User Feedback for Software Development. Published in the Proceedings of the 2nd International Workshop on Web 2.0 for Software Engineering, May 24, 2011, 1-6. Waikiki, Honolulu, HI.
Lyons, K. & Hayat, Z. (2011). SNA Based Insights for the Development of Collaborative Research Networks. Abstract published in the Proceedings of the International Sunbelt Social Network Conference, TradeWinds Island Resorts, St. Pete Beach, FL, February 8-13, 2011. http://www.insna.org/pubs/bibliography/title/N.html
Filed but not Awarded:Hawkins, J. L., Khusial, D., Lyons, K. A., McAllister, M. J., Slonim, J., Smit, M. A. (2007). Privacy Modeling Framework for Software Applications, U.S. Patent No. 382,971. Washington, DC: U.S. Patent and Trademark Office.
Member, Executive Committee, ACM Women (ACM-W), Appointed February 2009 to 2012
Personal Interests and Other Information
I am very interested in promoting technology and computing to young women and have given many presentations to young people about the exciting careers available to them in information technology. I am a member of the University of Toronto Department of Computer Science Women in Computer Science community.
I live in North America's first planned community, the lovely Don Mills (ranked #2 in the best places to live in Toronto in a Toronto Life article) with my husband (Donny), two wonderful children (Andrew and Hazel), one dog (Woody).