Translation and Adoption: Exploring vocabulary work in expert-layperson encounters
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An advisory service encounter brings together a domain expert with a layperson in a complex life situation. Because of the different backgrounds and expertise levels, the interlocutors and meanings is an essential part of advisory services and, generally, of expert-layperson collaboration. Establishing and maintaining a common lexicon is a specific and, at the same type, frequent type of collaborative work. Nevertheless, it remains unclear what efforts this collaborative work involves and what role collaborative IT applications play in this regard. A collaborative application can well support the maintenance of a common lexicon by providing a way to externalize terms or definitions. Or it can generate additional work by providing further terms and definitions to be incorporated in the common lexicon. That puzzle gets reflected in specific design dilemmas: should the system use expert or conventional terms, what is the source of the adequate terminology, to what extent should the system adapt to the individual lexical choices, etc. This manuscript explores the work involved in establishing and maintaining a common lexicon in advisory services between an expert and a layperson. In particular, it demonstrates how external material, a dedicated collaborative application developed for supporting advisory services, impacts the maintenance of a common lexicon. First, the manuscript depicts practices involved in translation and adoption of terminology from the system into the conversation. Second, it characterizes the system’s impact on interlocutors’ vocabulary. Overall, the study contributes to the discourse on expert-layperson collaboration by characterizing an important type of work, the vocabulary work, and by depicting the role of collaborative applications for this type of work.
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Number of citations to item: 5
- Malak Sadek, Marios Constantinides, Daniele Quercia, Celine Mougenot (2024): Guidelines for Integrating Value Sensitive Design in Responsible AI Toolkits, In: Proceedings of the CHI Conference on Human Factors in Computing Systems, doi:10.1145/3613904.3642810
- Asbjørn Ammitzbøll Flügge, Naja Holten Møller (2022): The Role of Physical Cues in Co-located and Remote Casework, In: Computer Supported Cooperative Work (CSCW) 2(32), doi:10.1007/s10606-022-09449-0
- Mateusz Dolata, Doris Agotai, Simon Schubiger, Gerhard Schwabe (2020): Advisory Service Support that Works, In: Proceedings of the ACM on Human-Computer Interaction CSCW2(4), doi:10.1145/3415191
- Birgit Schenk, Mateusz Dolata, Christiane Schwabe, Gerhard Schwabe (2021): What citizens experience and how omni-channel could help–insights from a building permit case, In: Information Technology & People 2(37), doi:10.1108/itp-06-2020-0374
- Henna Paakki, Heidi Vepsäläinen, Antti Salovaara (2021): Disruptive online communication: How asymmetric trolling-like response strategies steer conversation off the track, In: Computer Supported Cooperative Work (CSCW) 3(30), doi:10.1007/s10606-021-09397-1