Tom Rodden
Yvonne Rogers
John Halloran
ABSTRACT
This paper describes the design and deployment of a novel interactional workspace, intended to provide more effective support for face-to-face consultations between two parties. We focus on the initial consultations between customer and agent that take place during the development of complex products. Findings from an ethnographic study of the existing use of technological systems show the interaction during such consultations to be disjointed and not well supported. As an alternative approach, we developed a novel arrangement of multiple displays intended to promote shoulder-to-shoulder collaboration using a variety of interlinked representations and visualizations. The resulting interactional workspace was used by a travel company as part of a large international trade show attended by the general public. The many consultations that took place between agents and customers were quite different, proving to be more equitable, open, fluid and congenial.
- Cleary, S. (1999) Speed and excitement draws online investment. Wall Street Journal (August 19 1999).]]Google Scholar
- Dietz, P. & Leigh, D.(2001) DiamondTouch: a multi-user touch technology. In Proc. UIST'01, ACM, 219--226.]] Google ScholarDigital Library
- Grudin, J. (2001) Partitioning digital worlds: focal and peripheral awareness in multiple monitor use. In Proc. CHI 2001, ACM, 458--465.]] Google ScholarDigital Library
- Heath, C. & Luff, P. (2000) Technology in Action. Cambridge: Cambridge University Press.]] Google ScholarDigital Library
- Hughes, J., O'Brien, J., Randall, D., Rodden, T., Rouncefield, M., Sommerville, I., & Tolmie, P. (1999) Getting to know the 'customer in the machine'. In Proc Group 1999, 30--39.]] Google ScholarDigital Library
- Jaarvenpa, S.L., Tractinsky, N., & Vitale, M. (2000) Consumer trust in an internet store. IT and Management 1, 1, 45--71.]] Google ScholarDigital Library
- Luff, P. & Jirotka, M. (1998) Interactional resources for the support of collaborative activities. In Ishida, T. (Ed.) Community, Computing and Support Systems. Springer, 249--266.]] Google ScholarDigital Library
- Rogers, Y and. Scaife, M. (1998) How can interactive multimedia facilitate learning? In Proceedings on Multimedia Interfaces, AAAI. Menlo Park, CA.]]Google Scholar
- Scaife, M., and Rogers, Y. (1996) External cognition: how do graphical representations work? International Journal of Human-Computer Studies, 45, 185--213.]] Google ScholarDigital Library
- Scaife, M., Halloran, J., & Rogers, Y.(2002) Let's work together: supporting two-party collaborations with new forms of shared interactive representations. In Proc. of COOP'2002. IOS Press,123--138.]]Google Scholar
- Slyke, C.V., Comunale, C.L., & Belanger, F.(2002) Gender differences in perception of web-based shopping. Comm. of the ACM, 45 (7), 82--86.]] Google ScholarDigital Library
- Stewart, J., Bederson, B. B., & Druin, A. (1999) Single display groupware: a model for co-present collaboration. In Proc. CHI 1999, 286--293.]] Google ScholarDigital Library
- Streitz, N.A., Geißler, J., Holmer, T., Konomi, S., Müller-Tomfelde, C., Reischl, W., Rexroth, P., Seitz, P., & Steinmetz, R. (1999) i-LAND: an interactive landscape for creativity and innovation. In Proc. CHI 1999, 120--127.]] Google ScholarDigital Library
- Twidale, M.B. (2000) Interfaces for Supporting Over-The-Shoulder Learning. In M. Benedict (Ed.), Proceedings, HICS 2000: The Fifth Annual Conference on Human Interaction with Complex Systems. 33--37.]]Google Scholar
Index Terms
- Designing novel interactional workspaces to support face to face consultations
Recommendations
Designing with ethnography: An integrative approach to CSCW design
AbstractThis paper presents a part of wider research endeavor within the field of Computer Supported Cooperative Work (CSCW) to leverage the use of ethnography for systems design. It investigates the role of ethnography in the development of ...
On becoming a sociomaterial researcher: Exploring epistemological practices grounded in a relational, performative ontology
AbstractWhat is the role of the researcher in a world that is continuously enacted and reconfigured in sociomaterial practices, a world in which subject and object, structure and agency, body and mind, knower and known, are assumed to be ...
Highlights- The paper contributes to the development of epistemological practices available to draw upon for researchers assuming a sociomaterial approach.
Bridging Work Practice and System Design: Integrating Systemic Analysis, Appreciative Intervention and Practitioner Participation
This article discusses the integration of work practice and system design. By scrutinising the unfolding discourse of workshop participants the co-construction of work practice issues as relevant design considerations is described. Through a mutual ...
Comments