Papers by Nicole Gillespie
Stakeholder trust is pivotal to the social licence to operate and a source of competitive advanta... more Stakeholder trust is pivotal to the social licence to operate and a source of competitive advantage for firms. While managing trust with stakeholders is recognised as a critical management competency and central to delivering coal seam gas (CSG) strategy, to date there has been little examination of stakeholder trust. This research examined the drivers and levels of trust in the CSG companies and industry from the perspective of core CSG stakeholder groups, and identified what stakeholders perceive to be critical for building and maintaining trust in the CSG industry. With the support of four major CSG companies and the University of Queensland (UQ) Centre for Coal Seam Gas, in-depth interviews were conducted with 145 participants representing five stakeholder groups: landholders, community members, regional leaders, regulators, and employees. An online survey was subsequently developed and completed by 561 CSG stakeholders. Analysis of the interview data revealed 11 key drivers of stakeholder trust and distrust. Seven drivers focused on how the CSG companies were perceived to operate in regard to: (1) integrity and transparency, (2) communication and interaction, (3) competence and efficiency, (4) community impact and contribution, (5) coexistence with landhold-ers and the community, and having (6) a shared versus divergent identity, and (7) a positive versus negative comparative reputation. Four drivers focused on the broader CSG industry: (8) environmental concerns, (9) governance and regulation, (10) uncertainty and unpredictability of the industry, and (11) the power differential between CSG companies and stakeholders. Analysis of the survey data revealed significant differences between stakeholder groups in the level and drivers of trust. On average, CSG employees reported high trust, regulators, community and regional leaders reported moderate trust, and landholders reported low trust. In contrast to a minority of employees, the majority of external stakeholders reported concerns over the environmental impacts of CSG and the effectiveness of governance and regulation, and perceived the industry to be unpredictable and too focused on the short term. Stakeholder recommendations for enhancing trust and strategies for establishing a more resilient and trustworthy industry reputation are identified. Priority areas include: (1) building trust with landholders, (2) increasing the transparency with which companies share information, plans and regulatory compliance, (3) improving the effectiveness of CSG governance and regulation, and (4) addressing environmental concerns.
The present study aimed to identify both cognitive and non-cognitive psychological measures that ... more The present study aimed to identify both cognitive and non-cognitive psychological measures that may be significant predictors of work related injuries within the transport industry. Sixty male transport drivers’ participated. The participants were required to complete the Driver Behaviour Inventory (Gulian, Matthews, Davies & Debney, 1989) the revised edition of the NEO Personality Inventory (Costa & McCrae, 1992) the Occupational Stress Inventory (Osipow & Spokane, 1992) and the General Health Questionnaire (Golberg, 1984). As hypothesised those participants who reported higher levels of stress both lifestyle and occupation related also reported a higher incidence of accidents and reporting of compensation claims. There was no indication of a relationship between extraversion and/or neuroticism with increased work injury or reported convictions. Exploratory findings suggest that individuals presenting more workers compensation claims as a result of injury and driving convictions r...
Employees’ trust in their organization is vital during crises and disruption. It powerfully facil... more Employees’ trust in their organization is vital during crises and disruption. It powerfully facilitates employees’ ability to respond constructively to crises and change, and it underpins organizational agility and resilience. Yet it is during such episodes that trust is most threatened. During the COVID-19 pandemic, this conundrum has organizational leaders asking, How can we preserve employee trust in the face of the financial and other challenges posed by the outbreak? In this article, we synthesize and extrapolate from related research on trust to delineate the key practical actions that leaders can take to preserve trust. The research shows that during crises, employee trust can not only be preserved, it can even be enhanced.
Artificial Intelligence (AI) can benefit society, but it is also fraught with risks. Societal ado... more Artificial Intelligence (AI) can benefit society, but it is also fraught with risks. Societal adoption of AI is recognized to depend on stakeholder trust in AI, yet the literature on trust in AI is fragmented, and little is known about the vulnerabilities faced by different stakeholders, making it is difficult to draw on this evidence-base to inform practice and policy. We undertake a literature review to take stock of what is known about the antecedents of trust in AI, and organize our findings around five trust challenges unique to or exacerbated by AI. Further, we develop a concept matrix identifying the key vulnerabilities to stakeholders raised by each of the challenges, and propose a multi-stakeholder approach to future research.
Journal of Management
Despite tremendous progress toward understanding trust within teams, research has predominately c... more Despite tremendous progress toward understanding trust within teams, research has predominately conceptualized team trust as a shared group construct, focusing almost exclusively on trust magnitude (i.e., mean level of trust) while ignoring trust dispersion (i.e., within-team differences in trust). As a result, we know little about this critical property of team trust, its determinants, and independent impact on team outcomes. We address this limitation by examining “team trust consensus”—a configural group construct capturing the extent to which team members share their levels of trust in the team—as a variable of theoretical and empirical interest in its own right. Cross-sectional data from a work team sample (Study 1, N = 120) provide initial support for our propositions that national culture diversity negatively affects trust consensus and that trust consensus positively affects team performance. Expanding on these findings, we propose a contingency model in which the negative i...
European Journal of Information Systems
Governments are increasingly relying on algorithmic decision-making (ADM) to deliver public servi... more Governments are increasingly relying on algorithmic decision-making (ADM) to deliver public services. Recent information systems literature has raised concerns regarding ADM's negative unintended consequences, such as widespread discrimination, which in extreme cases can be destructive to society. The extant empirical literature, however, has not sufficiently examined the destructive effects of governmental ADM. In this paper, we report on a case study of the Australian government's "Robodebt" programme that was designed to automatically calculate and collect welfare overpayment debts from citizens but ended up causing severe distress to citizens and welfare agency staff. Employing perspectives from systems thinking and organisational limits, we develop a research model that explains how a socially destructive government ADM programme was initiated, sustained, and delegitimized. The model offers a set of generalisable mechanisms that can benefit investigations of ADM's consequences. Our findings contribute to the literature of unintended consequences of ADM and demonstrate to practitioners the importance of setting up robust governance infrastructures for ADM programmes.
The Educational and Developmental Psychologist
ABSTRACT Objectives: This study explored a new telehealth educational and development psychologis... more ABSTRACT Objectives: This study explored a new telehealth educational and development psychologist (EDP) service 10 provided as part of a multidisciplinary team to rural families. We aimed: 1) to examine the role and process changes made in telehealth consults compared to in-person consults, and 2) to evaluate the satisfaction of key stakeholders with the telehealth service. Method: We used an exploratory qualitative case study design involving care observations, semi-structured interviews and satisfaction surveys. Participants were i) one EDP, four multidisciplinary team (MDT) members and six service managers 15 employed by BUSHkids, a not-for-profit health service in Queensland, Australia; and ii) 23 parents of 20 children enrolled in the service. Results: Telepsychology involved major additions to in-person roles and processes, including the creation of a telehealth facilitator role. Key role and process changes were identified: 1) extending MDT roles to assist the EDP with clinical data collection and extending parent roles to act as co-therapists; 2) increased clinician processes focused around maintaining 20 therapeutic presence through verbal interaction strategies and creating shared virtual spaces; and 3) increased routines and documentation demonstrated in extra EDP preparation time, additional technology sub-routines, and more correspondence between team members. Service satisfaction was rated as moderate-high by the EDP, MDT, and parents. Conclusions: Telepsychology, while requiring significant practice change, was an acceptable way to delivery educational and developmental psychology services. Key Points What is already known about this topic: Emerging evidences suggests telemental healthcare for children and adolescents is comparable to in-person services in diagnostic acuracy, attainment of clinically relevant improvement, and perceived therapeutic alliance. Evidence for telehealth adoption in pediatric populations usually focuses on clinical effectiveness, rather than psychologist experience of shifting from in-person to telehealth practice. Preliminary evidence suggests telehealth involves significant change in clinician roles and processes. What this paper adds: In this rural multidiscipliniary team, the adoption of an EDP telehealth service involved the addition of a new role (telehealth facilitator) as well as multidisciplinary team and facilitator role expansion involving feeding back some clinical information to the clinician, as well as parent role expansion relating to keeping children engaged in therapy. Additional work processes were also observed as the psychologist used verbal comments and shared virtual spaces to established their presence at a distance, and introduced new work subroutines to prepare for telehealth consults and manage telehealth technology. Role and process changes were not observed to clinician authority or disrupt core clinical roles such as triage, intake, formulation, treatment, review or discharge.
Nonprofit and Voluntary Sector Quarterly
Recent high-profile scandals suggest the potential for a crisis of trust in charities, which coul... more Recent high-profile scandals suggest the potential for a crisis of trust in charities, which could have negative consequences for the nonprofit sector as a whole. Although widespread, this crisis narrative has not yet been subjected to empirical examination. To assess the extent to which public trust has changed over time, we examined trust in nongovernmental organizations within 31 countries over nine consecutive years using data from the Edelman Trust Barometer ( N = 294,176). Multilevel analysis revealed that, after allowing for differences in absolute levels of trust and trends across countries, there was actually a small increase in global trust in the nonprofit sector. This increase was sharper among men, people aged below 40 years, and people with higher education, income, and media consumption. Overall, we find no evidence of a crisis of trust in nonprofits; scandals within individual organizations have not affected sectoral trust.
BMC Health Services Research
Background Telemedicine improves access to health care services enabling remote care diagnosis an... more Background Telemedicine improves access to health care services enabling remote care diagnosis and treatment of patients at a distance. However, the implementation of telemedicine services often pose challenges stemming from the lack of attention to change management (CM). Health care practitioners and researchers agree that successful telemedicine services require significant organizational and practice change. Despite recognizing the importance of the “people-side” of implementation, research on what constitutes best practice CM strategies for telemedicine implementations remains fragmented, offering little cohesive insight into the specific practices involved in the change process. We conducted a systematic scoping review of the literature to examine what and how CM practices have been applied to telemedicine service implementation, spanning a variety of health care areas and countries. Methods Three bibliographic databases (CINAHL, PubMed, and ISI Web of Science) and four specia...
Artificial Intelligence (AI) is the cornerstone technology of the Fourth Industrial Revolution an... more Artificial Intelligence (AI) is the cornerstone technology of the Fourth Industrial Revolution and is enabling rapid innovation with many potential benefits for Australian society (e.g. enhanced healthcare diagnostics, transportation optimisation) and business (e.g. enhanced efficiency and competitiveness). The COVID-19 pandemic has accelerated the uptake of advanced technology, and investment in AI continues to grow exponentially.AI also poses considerable risks and challenges to society which raises concerns about whether AI systems are worthy of trust. These concerns have been fuelled by high profile cases of AI use that were biased, discriminatory, manipulative, unlawful, or violated privacy or other human rights. Without public confidence that AI is being developed and used in an ethical and trustworthy manner, it will not be trusted and its full potential will not be realised. To echo the sentiment of Dr Alan Finkel AO, Australia’s Chief Scientist, acceptance of AI rests on “the essential foundation of trust”. Are we capable of extending our trust to AI?This national survey is the first to take a deep dive into answering this question and understanding community trust and expectations in relation to AI. To do this, we surveyed a nationally representative sample of over 2,500 Australian citizens in June to July 2020. Our findings provide important and timely research insights into the public’s trust and attitudes towards AI and lay out a pathway for strengthening trust and acceptance of AI systems.Key findings include: - Trust is central to the acceptance of AI, and is influenced by four key drivers; - Australians have low trust in AI systems but generally ‘accept’ or ‘tolerate’ AI; - Australians expect AI to be regulated and carefully managed; - Australians expect organisations to uphold the principles of trustworthy AI; - Australians feel comfortable with some but not all uses of AI at work; - Australians want to know more about AI but currently have low awareness and understanding of AI and its uses.We draw out the implications of the findings for government, business and NGOs and provide a roadmap to enhancing public trust in AI highlighting three key actions: - Live up to Australian’s expectations of trustworthy AI - Strengthen the regulatory framework for governing AI - Strengthen Australia’s AI literacy
Telemedicine and e-Health
Background: Technological advances have given rise to virtual health care services, resulting in ... more Background: Technological advances have given rise to virtual health care services, resulting in a shift in how traditional health care services are being delivered. Consumers are increasingly demanding efficient access to health care information and services irrespective of time and distance, which is further driving the digitization of health care. This digital economy has created new opportunities for innovative new business models to meet the needs of these new markets. This study explores several in-use business models of virtual health care service platforms that incorporate mobile teledermoscopy (MTD) technologies. By comparing the different building blocks of these commercial ventures, we provide insights on business model choices and discuss the elements that contribute to economically sustainable and viable service offerings incorporating MTD applications. Materials and Methods: We searched the literature on teledermatology, complemented by searches using Google and other mobile app store platforms, and identified seven commercial ventures using teledermoscopy. We analyzed the building blocks of each business model by using an adapted version of Ash Maurya's Lean Canvas and Alexander Osterwalder's Business Model Canvas. Results: We identified three business elements that support the viability, sustainability, and growth of online dermatology services: developing key partnerships, clinician involvement in the design and implementation process, and managing the medico-legal risks and liabilities that are relevant for each country. Conclusions: Leveraging mobile technologies to deliver virtual health care present new business opportunities for health care providers. A better understanding of the business features associated with existing commercial ventures may increase uptake and improve financial viability of MTD applications as a complementary tool to traditional patient care models.
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Papers by Nicole Gillespie