Records management and information processing on ... - Snagmaster

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Records management and information processing on construction sites using digital pen and paper

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Nigel Craig and James Sommerville School of the Built and Natural Environment, Glasgow Caledonian University, Glasgow, UK Abstract Purpose – This paper aims to present findings from research that evaluate the defects/snagging management process at construction project level and review the potential for the operation of a novel, paper-based, records management mechanism. Design/methodology/approach – The design and use of a hybrid electronic/paper-based snagging management system are discussed. The design and practicalities of the system are considered as a means towards demonstrating that a link currently exists between modern IT systems and traditional, paper-based methods of document transfer. Findings – The paper finds that the snagging aspect of construction projects is often overlooked and under-estimated. Construction projects require systems that facilitate data input and records management processing, thus removing the reliance upon traditional methods of working. A highly advanced digital pen and paper technology is discussed which has the potential to totally revolutionise the collection of information on paper (for all organisations). The IT system can be adapted for a range of processes/needs which aids not only management but also the individuals on the frontline responsible for collecting site-based records. Practical implications – The system highlighted has the potential to be adopted within every construction-based organisation and indeed wider industrial sectors due to its unique adaptability and ease with which features can be incorporated. There are a number of business benefits to be accrued from the adoption of digital pen and paper-based IT systems. Originality/value – Extremely novel technology is discussed. The value to the construction industry and wider industrial sectors is the opportunity to continue working using existing processes, whilst at the same time becoming wholly electronic. Keywords Records management, Construction systems, Computer peripheral equipment, Construction industry Paper type Research paper

Introduction The communication and information/records management process in the construction industry is still heavily biased towards traditional methods of paper transfer and although the use and awareness of IT has increased over the past decade many construction site records management processes are still lacking in quality and prone to errors. The use of IT within all facets of industry is now taken for granted as the The authors would like to thank the Managing Director of Sysnet Ltd for permission to use the graphical images of the Snagmastere product. For more information regarding digital pen and paper please e-mail [email protected] or visit www.snagmaster.co.uk

Records Management Journal Vol. 17 No. 3, 2007 pp. 201-215 q Emerald Group Publishing Limited 0956-5698 DOI 10.1108/09565690710833107

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awareness of its benefits increases. However, the exception to this general rule may be the construction industry, where many of the professionals still insist on using traditional communication methods to collect and transfer a wealth of general and project information. The issue and collection of information and records on construction projects is a process still centred on the use of pens and paper. This need not be seen as a negative centric view rather, what is required is a process which still uses pens and paper as its medium whilst at the same time allowing the user the chance to turn this information into a digital record which affords the opportunity to translate this information directly into digital project databases and applications. The development and implementation of new mobile technological solutions has the ability to automate electronic data capture of construction site information making the record instantly available to all within the construction team. This will remove the information flow bottleneck and effectively bring about greater client and contractor satisfaction. When the data capture method is coupled together with the latest internet and handwriting recognition software, it has the potential to revolutionise the way in which paper-based records are captured and transferred. The adoption and implementation of digital pens and paper and associated applications will also allow construction, and other, organisations to become IT centric whilst at the same time allowing the remotely based construction, or other, operatives the opportunity to collect and transfer information in a manner which they are familiar with, i.e. using a pen and paper. If implemented correctly, the knowledge gap that exists between current paper processes and IT systems could be resolved at the tick of a box. The technology, whilst being novel, can be adopted for use in all business and management environments, e.g. the recent digital local elections in Scotland (http:// news.bbc.co.uk/1/hi/scotland/tayside_and_central/5385086.stm), the specific emphasis within this paper however is on the adoption of the technology within the construction industry and specifically the management of snagging in new homes. Records management in construction During the last decade, the construction industry has widely adopted the use of IT and the concept of managing projects using web-based technologies is closer to reality than ever before (Nikas et al., 2007). Despite this widespread use of IT however the industry is still seen by many to be backward in deploying technology, not least IT (Mak, 2001) and the invasion of IT within its core processes is still relatively poor compared to other industries (Nikas et al., 2007). The current way in which construction information is generated, stored and recorded is posing problems for construction-based personnel as the majority of construction-based processes are still heavily biased towards traditional means of communication such as paper documents (Stewart, 2007). The knowledge contained within these construction-based records must be captured into the organisations or project memory if it is to be shared amongst the wider team (Beastall, 1998). However, traditional paper based systems have failed to respond to change and do not provide the flexibility needed within the modern construction environment. At its simplest, records management in construction has usually been considered to cover the basics of creation, storage and retrieval. The majority of these records however are less reliable, retrievable or accessible than ever before (Duranti, 2001). Despite the presence of IT records management processes within construction rely upon an enormous amount of information produced by many

and even if this information is produced in an environment where good records management practises exist it has to be relevant, clear and most of all accurate as day-to-day decisions are based upon accurate recorded information. In today’s business environment, it is still very common for records that are relevant to a single matter to exist partly on paper, partly on an e-mail and partly within a database (Duranti, 2001). It is essential to establish links between the different aspects of records and create a set of formatted and related records that are created either physically or electronically (Loesch and Theodori, 2004). Duranti (2001), comments that records are meaningless out of context and several decades from now users must be able to see the dossier relating to the matter, in other words the complete record. For many records management systems (and document management systems) the acquisition of documents is not the issue: the records collection will consist of items created during normal day-to-day operations especially electronic records (Veal, 2001). It is the scale and importance of records management that is the issue. The scale and importance of records management is an essential facet of overall information management (Gyampoh-Vidogah et al., 2003) demonstrated by the fact that over 90 per cent of company documentation exists on paper (Joia, 1998) although Veal (2001) indicates that hard copy creation and distribution is being overtaken by electronic methods. As paper based records for many construction projects have future uses, they need to be organised and maintained (Loesch and Theodori, 2004) especially in the event of a conflict or claims situation. Loesch and Theodori (2004) also comment that stories about records and documents locked in drawers and filing cabinets are legendary with no global access to the data/record contained within. Veal (2001) indicates the accepted view at present is that we have progressed to the less-paper office rather than the paperless office. Furthermore the less-paper office may be as far as we can go until there are further technological advances available which will aid the records management process. Experiencing the advantages of IT is crucial to the construction industry whose contractors generally welcome a system that helps record and manage enormous amounts of project based information (Mak, 2001). However Morelli (2007) indicates that the records management community has largely ignored e-documents partly due to the view that only formal or declared records need to be managed and these formal or declared documents are often held in hard copy format. Many construction organisations are taking advantage of this shift towards electronic records management. We must first understand what records management systems are currently in place and the extent to which they have been utilised. Evaluation of current systems in use within the construction management domain Many construction organisations have not fully realised the value IT can add to their organisation. A primary goal of an IT integrated construction industry is to simplify the methods for recording information generated throughout the life of a project (Rankin and Froese, 2002). This primary goal will help to reduce the high levels of waste on construction projects usually caused by information that is inadequate, inappropriate, inconsistent, and late or a combination of these (Stewart, 2007). Inordinate amounts of information must be acquired and managed in order that any integrated IT system can be useful: inter-organisational information and records management systems are now being used for this purpose (Caldas and Soibelman,

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2003). Many construction organisations invest heavily in IT systems because they perceive IT as a means of achieving efficiency (Mak, 2001). Lam and Chang (2002) believe that an effective information and records management system based upon the internet can solve many of the information related problems within the construction sector because it is the most suitable tool available which supports collaborative working. Nikas et al. (2007) comment that online collaboration tools can facilitate not only easier management of the construction project, but also allows better access and exchange of project records resulting in time and cost savings and streamlining of the overall construction processes. Project and site managers operating within the construction industry are being constantly inundated with information and documentation. The managers are then confronted with the problems of organising, recording and disseminating these huge amounts of information and how to respond to the daily request for information (Lam and Chang, 2002). When it comes to filing information and keeping records, many managers have to physically travel to submit such information or send the information through traditional systems such as the post (Gyampoh-Vidogah et al., 2003) which in itself is not secure because records can be lost and misplaced, which can result in disputes. Perhaps the greatest challenge for construction IT systems are the creation and maintenance of reliable records and the preservation of its authenticity over time (Duranti, 2001). It is vitally important that construction records can be proven to be what they are believed to be, are immune from tampering and can be regarded as trustworthy and reliable. This is especially so in situations of conflict or dispute, reliable and authentic records have to be produced to support such processes. It becomes clearly obvious that the use of any collaborative based system to solve any claims and dispute situations relies upon the records being contained within the system: without proper record keeping these IT tools will be of little value (Vidogah and Ndekugri, 1998). The management of the many construction processes can be improved by more effective transmission, storage and timely communication of relevant information and the management of the “snagging” process is one of these. The snagging process relies heavily upon the transfer of snagging information. However, all too often restrictions placed upon site personnel limit the efficiency of data collection and snagging per se, which is a process that is slow, unstructured, unreliable, and inaccurate and most importantly, not customer focused, therefore tends to become part of embedded project culture. Snags themselves (defects) are the items that are identified close to, or at, completion stage by the “snags controller” (nominated parties such as the client’s agent, project manager, site manager, and quality manager) during their daily walk around the construction site and can amount to many thousands of items on any given project. Construction operatives waste valuable time because snagging data has to be captured, transferred and disseminated manually. Enhancing the flow of snagging information between the different members of the project team makes it easier for the snags controller to monitor, assess, process and record snagging data. Many site issues including snagging need to be resolved quickly and effectively in order to avoid dispute and more importantly cost and time overruns. The collection and recording of snagging information can also be further hindered if there is not a simple quality system in place. A number of construction based organisations have simple quality systems in place which aid the control of the snagging process although these systems are at best “basic”.

Many paper based snagging systems are used to control the snagging process (Sommerville et al., 2004a) and although these are useful when recording basic snagging data, the data cannot be transferred electronically because of incompatibility with IT systems which results in a long and laborious, time consuming, process where data has to be re-keyed, re-constructed, scanned and copied in order to disseminate amongst the differing members of the construction supply chain who still insist on communicating using out-dated paper based methods of communication. Over the past five to ten years, the uptake of mobile technological solutions has been quite slow and tools such as personnel digital assistants (PDA’s) which can be used to control snagging or other construction processes have not witnessed the adoption rates the manufacturers had hoped for. The development and implementation of new mobile technology solutions has the ability to automate electronic data capture of snagging information and make the recorded information instantly available to all within the construction team and associated supply chain. This will remove the information flow bottleneck and effectively bring about greater client and contractor satisfaction. When the data capture method is coupled together with the latest internet and handwriting recognition software, it has the potential to revolutionise the way in which paper-based information is captured and transferred. Snagging case study – internet-based digital pen and paper solution “Snagmastere” The concept behind the development of the solution In the construction industry, a knowledge gap exists between available knowledge that is held within specialist databases (including the humans) and IT systems and manually created knowledge or that which has been created using traditional pen and paper methods. This historical reliance upon paper based records often deprives others who may wish to use the record of the chance to do so because it is locked up in a strict format and inherently difficult to access. The rectification of snagging items is a fact of life on all construction projects whether it is house-building, civil engineering projects or indeed simple day to day maintenance. To bridge the knowledge gap a solution to the problem has been developed where handwritten information can be created, sent, stored and mined electronically using the latest in digital pen and paper technology. The development of this web-based IT solution has been undertaken over a four year period with extensive consultation and testing being undertaken within the construction arena. A gap was identified within the snagging process that currently operates within the construction environment and a system has been developed which will aid the control, and dissemination of snagging data within construction organisations whilst at the same time, because of its remarkable ability to integrate on any project, be available to all those operating within the built environment domain. The system is now fully operational and available for use within the construction industry. How the system works – technically The underlying concept is that of using pen and paper (which is intuitive to most people) to interface with the digital world. The functionality of the technology combines the digital pen and paper with e-mail and IT systems. The operation of the

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digital pen and paper relies upon two things: firstly the pen itself and secondly the paper, both of which are entirely unique. The digital pen has many characteristics and contains amongst others a processor, a camera, a memory, a battery, a communication unit and a standard ink cartridge (replaceable, which all normal pens use). The functionality of the whole digital pen and paper concept relies upon paper printed with a subtle pattern of dots (c.f. longitude and latitude) printed on ordinary paper using conventional printing techniques. The pattern of dots is entirely unique and each square of 6 £ 6 dots can provide unique information and can be assigned to an unlimited amount of functions such as tick boxes etc. When collecting information, the camera inside the pen, picks up the dots you are joining as the normal writing process continues and interprets this movement across the reference dots, storing this information inside the pen until downloaded. Transferring the information can be carried out in two ways. The first is to use a solution which is “locally” based, i.e. after the information has been collected and stored inside the pen, the pen talks to a PC after it has been docked into a cradle which is attached to a PC or laptop. Data upload using the various software packages needed is complete in seconds. Once the data upload is complete the memory of the pen is wiped clean and the information uploaded can be viewed within the relevant database. The second option is to use a total mobile solution, the key to which is the use of Bluetooth technology coupled together with a mobile phone. Within this alternate solution the pen gathers the data in the same way as above and stores the information inside the pen as normal. To transfer it however requires compatibility with a second mobile device. This involves sending the information from the pen via mobile phone to the internet. Once a connection has been established with the internet the information is transferred into the relevant databases and the memory of the pen is wiped clean. If a connection to the internet cannot be established the pen will store the recorded information until a connection can be established. No information is lost if no connection is established. How the system works – on site Snagmastere (IT based snagging system) has the potential to totally revolutionise the snagging process by closing the previously un-linked process elements between paper and electronic forms of communication. The system can be adopted for use by all construction organisations on all construction projects. Within the system, all snagging based information is centralised and by utilising the latest web technology the system acts as a recording and information platform for all construction based personnel throughout the life time of a project. The snagging data can be collected at any stage of the construction project. Powerful and logical processes have been built into the whole concept and the system operates in the following way: . The snagging data are collected (for example by a project manager or site manager) manually on a specially designed digital paper application (refer to Figure 1) that was set up from the original analysis of the snagging process in construction undertaken with the IT provider and by Sommerville et al. (2004a, b) although data input can be achieved without using the pen and paper route (online). For speed of operation and ease of use, many of the data cells chosen are tick box entries or textual information chosen from a pre-determined list of words and codes. The digital pen can store up to 500 individual snagging entries in its memory.

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Figure 1. Example digital paper snagging application – Snagmastere

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Figure 2. pre-determined location codes and how they appear within the system if selected

Snagging data are then transferred directly into a web-based database that interprets handwritten text, numbers, location codes (refer to Figure 2), package codes (refer to Figure 3) and dates to eliminate the re-entering of data. The handwritten information is also converted into digital format using handwriting recognition software as can be seen in Figure 4. An electronic image of the actual snagging description is also uploaded into the system as a back-up for the electronic data taking away the need for scanning and filing paper based documents (you can always view what you have written even if the original paper copy does not exist). Through the upload of paper images, paper copies of the snagging items are not required and the original paper copy can be thrown away. The snagging information is recorded and verified and other manual data entry can take place. Dissemination (issuing, actioning and approval) can take place immediately after the snagging items are uploaded into the system. Automatic e-mails are sent to a pre-defined list of contractors who all receive recorded information electronically and are able to action and sign-off snagging data if they have been given access

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Figure 3. Pre-determined package and contractor codes and how they appear within the system if selected

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rights to the database (all approval information is stored together with the time, authoriser and contractor details for future auditing and tracking purposes). Signing off snagging items is carried out by the individual contractors and is verified by their system using their user name and passwords. Snagging process continues as the project proceeds. Snagging controller performs system analysis to control and manage the performance of contractors and sub-contractors.

The digital paper solution will undoubtedly speed up the snagging transfer and dissemination process. The digital paper application is also customisable which basically means the fields and terminology on the digital paper application and within the web database can be changed to suite the individual situation or for example the corporate colours of the organisation adopting the technology. The system brings with it traceability and accountability features along with in-built security mechanisms. Other features of the system to the end user are numerous and include: . Project branded digital applications and certain web site features. Each organisation can be supplied with entirely different forms and web databases depending on how they operate. . The ability to use the standard docking station option or become completely mobile and transfer the data using a mobile phone. . The system is hosted on behalf of the user by an external provider. . Password and user name protected (users can only view snagging items applicable to their given role during configuration of the system). . Automated workflow procedures. . Automatic numbering and filing of snagging information taking away the onus on the individual to file the information. . Sub-contractors can be notified of snagging items by email, automatic faxing or if traditional based a paper copy.

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Figure 4. Screenshot of the web-based system and identification of imported information within specified database fields – Snagmastere

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Automatic storing of a digital image of the paper based documentation for recording and legislation purposes. The ability to record written information digitally using handwriting recognition software. Comprehensive reporting and system analysis features for interrogation of and performance management of sub-contractors. The ability to work traditionally using a familiar method (paper based). The technology is hidden which greatly reduces the common human barrier to IT, that of resistance to change.

Business benefits tend to be centred on time, cost and quality. Many of the system benefits listed below are biased towards time and quality as measuring cost benefits within the construction industry is notoriously difficult due to the lack of available costing models although cost savings could be estimated through examination of data input and reporting timescales. The main business benefits of the system are: . speed of the snagging process is dramatically improved; . quicker data interrogation; . improved confidence in snagging data due to the quality of data uploaded; . legal validity of data entries becomes more robust; . convenient, safe, completely mobile and reliable form of data transfer method; . a familiar and comfortable working method is adopted although it becomes electronic; . complete electronic records of snagging data from a range of projects; . reduction in the administration burden; . eliminates the need to keep paper based records due to automatic uploading of images; and . system based upon industry best performance after extensive industry analysis. It is important however to compare and contrast the use of the pen and paper technology with a traditional approach. The main benefit of the approach is that of time-saving. The time it takes to go through a standard paper delivery process can be dramatically reduced by automating the process. Manual and physical steps such as faxing, transporting and distributing information are eliminated from the process as can be seen in Figure 5. Despite the significant benefits derived from the implementation of the snagging system it is also important to learn from the experience and note what could be improved still further such as, the integration of the system with other company systems (stand alone system) and further improvement of the handwriting recognition software. Maintenance and retention management of digital pen and paper records The management of construction records needs to be structured in a systematic manner to ensure that all project participants have instant access to all project data. With increasing focus and fuller awareness now being placed on customer quality,

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quality based IT systems are beginning to emerge as powerful tools which aid the quality control process within the construction industry. The case review discussed has shown that advanced technological solutions are the way forward and the evaluation of such systems demonstrates their worth as they enhance the effectiveness and efficiency of the snagging process and overall improve project quality. Being web-based allows for constant updating with additional functionality that changes the way the system works, looks and feels. Pennock and Kelly (2006) comment that the average lifespan of a web-page is deemed to be 100 days and that proper management of web-based records during the active phase of their life-cycle is vital if authenticity and integrity is to be assured at a later date should the records need to be relied upon. Web-based resources hold value over time and must be managed in a manner appropriate to their retention. Snagging and defects management records are evidence of quality management transactions and are essential for accountability and traceability reasons. Traditional paper based record keeping fails to identify and capture records in electronic format although the digital pen and paper option does allow for this and retains the original paper image as well as transferring the information directly into a database. When implementing records based management into construction systems it is important to identify what information is to be retained, how it is to be recorded and how long the records should be preserved for. Figure 6 demonstrates the life cycle of a typical snagging record. Retention periods (contained within the specific form of contractual arrangement used) specify how long the records need to be retained for; in the construction industry this can depend upon the type of project (private finance initiative/PPP projects are carried out on a typical 25 year cycle), the procurement route used (design and build, construction management) or indeed the type of contract used (JCT 05, new engineering contract). It is important that records management guidelines are applied to the retention period of web based records to ensure that contractual obligations of the contract are met and measures should be taken to ensure the snagging records are unchanged, authentic and their integrity assured (Pennock and Kelly, 2006). The possibilities of digital pen and paper and the associated forms are endless. The concept is certainly not restricted for use within the construction industry. Applications can be built for a range of industries with solutions ranging from

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Figure 6. Life cycle of the snagging record

renditions of simple forms such as those which use the “tick box” options as used within the world’s first digital election in Scotland were the result was known as soon as the ballot station closed (http://news.bbc.co.uk/1/hi/scotland/tayside_and_central/ 5385086.stm), to complex technical forms and interactive print advertisements that use more sophisticated software and more intuitive approaches to records management such as those adopted within the manufacturing industry. In fact, the digital pen and paper services allow information on specially designed paper forms to be seamlessly transferred into IT systems, databases, workflow applications and so on – effectively creating an easy to use and natural interface that users are familiar with. Conclusions There is a compelling case for the use of IT and digital paper applications to cut costs and improve efficiency within the construction industry. Although many organisations have advanced IT systems in place a substantial effort is required to keep them up to date whilst at the same time integrating these systems with existing paper based processes. Recent trends towards the use of mobile communication tools have increased the opportunities towards improving the flow of construction information. There are many ways in which the construction operative can benefit from the use of mobile tools. The construction industry however is still heavily biased towards the use of paper and until this process area is fully addressed and researched, the use of paper in an unstructured construction environment will continue as the main mechanism for creating, transferring and recording project information.

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The adoption of digital pen and paper technology is a solution to the problem of collecting and recording information on standard paper and its use is becoming increasingly more widespread throughout the construction sector. Used in conjunction with handwriting recognition the technology will eliminate the duplication of effort created by the need to input paper based information manually into software packages. This method of automatic data capture will make construction records instantly available to all construction parties in a format that is compatible to all and has the potential to revolutionise the way in which paper records are collected and transferred. The construction industry at-large will benefit from the adoption of digital pen and paper technology. The convenience of using wireless communication will ultimately result in improvements to productivity and efficiency. With the aid of such systems construction based managers can overcome time and transfer restrictions and furthermore the documents are submitted in electronic format that results in cost and manpower savings. There must however be a compelling case to use the technology and therefore an initial analysis of the paper-based process will determine whether the benefits of digital pen and paper technology will improve the conventional paper based process. The success in generating value through records management lies in changing the way in which the industry currently operates. Although the use of digital pen and paper is becoming more widespread, it is often a journey into the unknown and therefore further research is recommended which should measure the productivity impacts of digital pen and paper technology versus the traditional paper based process. References Beastall, G. (1998), “Records management meets knowledge gathering”, Records Management Journal, Vol. 8 No. 2, pp. 89-94. Caldas, C.H. and Soibelman, L. (2003), “Automating hierarchical document classification for construction management information systems”, Automation in Construction, Vol. 12 No. 4, pp. 395-406. Duranti, L. (2001), “Concepts, principles and methods for the management of electronic records”, The Information Society, Vol. 17, pp. 271-9. Gyampoh-Vidogah, R., Moreton, R. and Proverbs, D. (2003), “Implementing information management in construction: establishing problems, concepts and practice”, Journal of Construction Innovation, Vol. 3, pp. 157-73. Joia, L.E. (1998), “Large scale engineering in project documentation and workflow at engineering consultancy companies”, International Journal of Information Management, Vol. 18 No. 3, pp. 215-24. Lam, H.F. and Chang, T.Y.P. (2002), “Web-based information management system for construction projects”, Computer Aided Civil and Infrastructure Engineering, Vol. 17, pp. 280-93. Loesch, J.E. and Theodori, J. (2004), “Document management: a case study”, Journal of Facilities Management, Vol. 3 No. 3, pp. 273-83. Mak, S. (2001), “A model of information management for construction using information technology”, Automation in Construction, Vol. 10, pp. 257-63. Morelli, J. (2007), “Hybrid filing schemes: the use of metadata signposts in functional file plans”, Records Management Journal, Vol. 17 No. 1, pp. 17-31.

Nikas, A., Poulymenakou, A. and Kriaris, P. (2007), “Investigating antecedents and drivers affecting the adoption of collaboration technologies in the construction industry”, Automation in Construction, Vol. 16 No. 5, pp. 632-41. Pennock, M. and Kelly, B. (2006), “Archiving web site resources: a records management view”, Proceedings of the 15th International Conference on World Wide Web, Edinburgh, Scotland, May 23-26. Rankin, J.H. and Froese, T.M. (2002), “Information population of an integrated construction management system”, Computer Aided Civil and Infrastructure Engineering, Vol. 17, pp. 256-68. Sommerville, J., Craig, N. and Bowden, S. (2004a), “The standardisation of construction snagging”, Journal of Structural Survey, Vol. 22 No. 5, pp. 251-8. Sommerville, J., Craig, N. and Ohlstenius, O. (2004b), “Handwriting recognition: improving the effectiveness of construction project information”, 4th International Post-graduate Research Conference (IPRC 2004), Salford University, Vol. 1, pp. 274-83. Stewart, R. (2007), “IT enhanced project information management in construction: pathways to improved performance and strategic competitiveness”, Automation in Construction, Vol. 16 No. 4, pp. 511-17. Veal, D.C. (2001), “Techniques of document management: a review of text retrieval and related technologies”, Journal of Documentation, Vol. 57 No. 2, pp. 192-217. Vidogah, W. and Ndekugri, I. (1998), “A review of the role of information technology in construction claims management”, Computers in Industry, Vol. 35 No. 1, pp. 77-85. About the authors Nigel Craig is a Research Fellow and active member of the research community. His recent work includes a Knowledge Transfer Partnership (KTP) in association with innovative IT Company Sysnet working on a project to design and develop IT solutions for the construction industry coupled together with digital pen and paper applications. Nigel has also recently co-authored a book titled Implementing IT in Construction. Nigel Craig is the corresponding author and can be contacted at: [email protected] James Sommerville has extensive industrial experience in the UK and Middle East coupled with a range of academic and professional qualifications. His work in implementation of IT within the construction industry has centred on document management, process improvement systems and handwriting interfaces. James has recently co-authored a book titled Implementing IT in Construction. A recent Knowledge Transfer Partnership (KTP) with IT Company Sysnet, where James was the lead academic, was awarded the highest grade for its overall performance.

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