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|Title:||Representations can be good enough|
Grasso, Maria Antonietta
|metadata.dc.relation.ispartof:||ECSCW 2005: Proceedings of the Ninth European Conference on Computer-Supported Cooperative Work|
|Abstract:||When working remotely with physical objects obvious problems of reference arise because of the lack of a mutually shared object. Systems aiming to support such work tend to be based on understandings of face-to-face interaction and frequently use video. However, video introduces new interactional problems. This paper describes a field study of remote interaction around objects that is telephone-centred, namely in a call centre for troubleshooting office devices. We describe how breakdowns in mutual orientation stem from three main problematics: 1) The inadequate fidelity of operators’ support resources|
2) The lack of mutual access to indicative resources
3) operators’ lack of direct access to customers’ actions and orientation. From this analysis, we have developed a design proposal for supporting such work. Rather than using video, we propose that utilising a linked problem representation would address these problems. To this end we describe our proposal for a bidirectional remote visualisation of the troubleshooting problem.
|metadata.mci.conference.date:||18–22 September 2005|
|Appears in Collections:||ECSCW 2005: Proceedings of the Ninth European Conference on Computer-Supported Cooperative Work|
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