Journal Article

Over the Shoulder Learning: Supporting Brief Informal Learning

Thumbnail Image

Fulltext URI

Document type

Text/Journal Article

Additional Information

Date

2005, 2005

Authors

Journal Title

Journal ISSN

Volume Title

Source

Computer Supported Cooperative Work (CSCW): Vol. 14, No. 6

Publisher

Springer

Abstract

The paper reviews work on informal technical help giving between colleagues. It concentrates on the process of how colleagues help each other to use a computer application to achieve a specific work task, contrasting this with the focus of much prior work on surrounding issues like the choice of whom to ask, information re-use and the larger work context of encouragement or otherwise of such learning. By an analysis of the literature and a study of office activity, some strengths and weaknesses of the method are identified. The difficulties of talking about the process of performing graphical user interface actions are explored. Various design implications for functionalities to improve the efficiency of informal help giving are explored. A consideration of informal learning can help in designing more effective, learnable, robust and acceptable CSCW systems. It also provides a different perspective on interface design as an exploration of features to support human–human interaction, using the computer screen as a shared resource to support this. In this way CSCW research may contribute to HCI research, since during such help giving, all computer systems are at least temporarily collaborative applications.

Description

Twidale, Michael B. (2005): Over the Shoulder Learning: Supporting Brief Informal Learning. Computer Supported Cooperative Work (CSCW): Vol. 14, No. 6. DOI: 10.1007/s10606-005-9007-7. Springer. PISSN: 1573-7551. pp. 505-547

Keywords

computer supported collaborative learning, help giving, informal learning, interface design, workplace learning

Citation

DOI

10.1007/s10606-005-9007-7

URI

URI

http://dx.doi.org/10.1007/s10606-005-9007-7
 https://dl.eusset.eu/handle/20.500.12015/3674

Collections

JCSCW Vol. 14 (2005)

Endorsement

Review

Supplemented By

Referenced By

Number of citations to item: 67

  • Vandana Singh, Michael B. Twidale (2008): The confusion of crowds, In: Proceedings of the 2008 ACM conference on Computer supported cooperative work, doi:10.1145/1460563.1460670
  • Sebastian Draxler, Gunnar Stevens, Martin Stein, Alexander Boden, David Randall (2012): Supporting the social context of technology appropriation, In: Proceedings of the SIGCHI Conference on Human Factors in Computing Systems, doi:10.1145/2207676.2208687
  • Louise Barkhuus, Robert Lecusay (2012): Social Infrastructures as Barriers and Foundation for Informal Learning: Technology Integration in an Urban After-School Center, In: Computer Supported Cooperative Work (CSCW) 1(21), doi:10.1007/s10606-012-9157-3
  • Sebastian Draxler, Adrian Jung, Alexander Boden, Gunnar Stevens (2011): Workplace warriors, In: Proceedings of the 4th International Workshop on Cooperative and Human Aspects of Software Engineering, doi:10.1145/1984642.1984656
  • Julian Seifert, Adalberto Simeone, Dominik Schmidt, Paul Holleis, Christian Reinartz, Matthias Wagner, Hans Gellersen, Enrico Rukzio (2012): MobiSurf, In: Proceedings of the 2012 ACM international conference on Interactive tabletops and surfaces, doi:10.1145/2396636.2396644
  • Wei Li, Justin Matejka, Tovi Grossman, George Fitzmaurice (2015): Deploying CommunityCommands: A Software Command Recommender System Case Study, In: AI Magazine 3(36), doi:10.1609/aimag.v36i3.2600
  • Kenneth R. Fleischmann (2009): Sociotechnical Interaction and Cyborg–Cyborg Interaction: Transforming the Scale and Convergence of HCI, In: The Information Society 4(25), doi:10.1080/01972240903028359
  • Florian Daiber, Johannes Schöning, Antonio Krüger (2009): Whole Body Interaction with Geospatial Data, In: Lecture Notes in Computer Science, doi:10.1007/978-3-642-02115-2_7
  • Ilkka Arminen, Piia Poikus (2009): Diagnostic Reasoning in the Use of Travel Management System, In: Computer Supported Cooperative Work (CSCW) 2-3(18), doi:10.1007/s10606-008-9086-3
  • Tovi Grossman, George Fitzmaurice, Ramtin Attar (2009): A survey of software learnability, In: Proceedings of the SIGCHI Conference on Human Factors in Computing Systems, doi:10.1145/1518701.1518803
  • Gunnar Stevens, Volkmar Pipek, Volker Wulf (2009): Appropriation Infrastructure: Supporting the Design of Usages, In: Lecture Notes in Computer Science, doi:10.1007/978-3-642-00427-8_4
  • Erika Shehan Poole, Marshini Chetty, Tom Morgan, Rebecca E. Grinter, W. Keith Edwards (2009): Computer help at home, In: Proceedings of the SIGCHI Conference on Human Factors in Computing Systems, doi:10.1145/1518701.1518816
  • Nico Castelli, Sebastian Taugerbeck, Martin Stein, Timo Jakobi, Gunnar Stevens, Volker Wulf (2020): Eco-InfoVis at Work, In: Proceedings of the ACM on Human-Computer Interaction GROUP(4), doi:10.1145/3375182
  • Dayton Ellwanger, Nick Dillon, Tim Wu, Jason Carter, Prasun Dewan (2015): Scalable Mixed-Focus Collaborative Difficulty Resolution, In: Proceedings of the 18th ACM Conference Companion on Computer Supported Cooperative Work & Social Computing, doi:10.1145/2685553.2702686
  • Rowanne Fleck, Marta E. Cecchinato, Anna L. Cox, Daniel Harrison, Paul Marshall, Jea Hoo Na, Anya Skatova (2020): Life-swap: how discussions around personal data can motivate desire for change, In: Personal and Ubiquitous Computing 5(24), doi:10.1007/s00779-020-01372-9
  • Volker Wulf, Claudia Müller, Volkmar Pipek, David Randall, Markus Rohde, Gunnar Stevens (2015): Practice-Based Computing: Empirically Grounded Conceptualizations Derived from Design Case Studies, In: Computer Supported Cooperative Work, doi:10.1007/978-1-4471-6720-4_7
  • Sebastian Draxler, Gunnar Stevens (2011): Supporting the Collaborative Appropriation of an Open Software Ecosystem, In: Computer Supported Cooperative Work (CSCW) 4-5(20), doi:10.1007/s10606-011-9148-9
  • Torkil Clemmensen, Jacob Nørbjerg (2020): Digital Peer-Tutoring: Early Results from a Field Evaluation of a UX at Work Learning Format in SMEs, In: Lecture Notes in Computer Science, doi:10.1007/978-3-030-46540-7_6
  • Sebastian Draxler, Gunnar Stevens, Alexander Boden (2014): Keeping the Development Environment Up to Date—A Study of the Situated Practices of Appropriating the Eclipse IDE, In: IEEE Transactions on Software Engineering 11(40), doi:10.1109/tse.2014.2354047
  • Wei Li, Tovi Grossman, George Fitzmaurice (2014): CADament, In: Proceedings of the SIGCHI Conference on Human Factors in Computing Systems, doi:10.1145/2556288.2556954
  • Kimia Kiani, Parmit K. Chilana, Andrea Bunt, Tovi Grossman, George Fitzmaurice (2020): “I Would Just Ask Someone”: Learning Feature-Rich Design Software in the Modern Workplace, In: 2020 IEEE Symposium on Visual Languages and Human-Centric Computing (VL/HCC), doi:10.1109/vl/hcc50065.2020.9127288
  • Sanna Talja (2000): Scholarly Communities and Computing Expertise: The Role of Formal and Informal Learning, In: Advances in Library Administration and Organization, doi:10.1016/s0732-0671(07)25012-6
  • Sean P. Goggins, Giuseppe Valetto (2014): Assessing the Structural Fluidity of Virtual Organizations and Its Effects, In: Springer Proceedings in Complexity, doi:10.1007/978-3-319-09378-9_8
  • Mahir Akgun, Goknur Kaplan Akilli, Kursat Cagiltay (2011): Bringing Affect to Human Computer Interaction, In: Affective Computing and Interaction, doi:10.4018/978-1-61692-892-6.ch014
  • Kenneth R. Fleischmann (2007): Digital libraries and human values: Human‐computer interaction meets social informatics, In: Proceedings of the American Society for Information Science and Technology 1(44), doi:10.1002/meet.1450440229
  • Justin Matejka, Tovi Grossman, George Fitzmaurice (2011): IP-QAT, In: Proceedings of the 24th annual ACM symposium on User interface software and technology, doi:10.1145/2047196.2047218
  • Nikola Banovic, Fanny Chevalier, Tovi Grossman, George Fitzmaurice (2012): Triggering triggers and burying barriers to customizing software, In: Proceedings of the SIGCHI Conference on Human Factors in Computing Systems, doi:10.1145/2207676.2208666
  • Kandarp Khandwala, Philip J. Guo (2018): Codemotion, In: Proceedings of the Fifth Annual ACM Conference on Learning at Scale, doi:10.1145/3231644.3231652
  • Christian Sandvig (2006): The Internet at Play: Child Users of Public Internet Connections, In: Journal of Computer-Mediated Communication 4(11), doi:10.1111/j.1083-6101.2006.00302.x
  • Narges Ashtari, Ryan Mullins, Crystal Qian, James Wexler, Ian Tenney, Mahima Pushkarna (2023): From Discovery to Adoption: Understanding the ML Practitioners’ Interpretability Journey, In: Proceedings of the 2023 ACM Designing Interactive Systems Conference, doi:10.1145/3563657.3596046
  • Raphaël Perraud, Aurélien Tabard, Sylvain Malacria (2024): Tutorial mismatches: understanding the frictions due to interface differences when following software video tutorials, In: Designing Interactive Systems Conference, doi:10.1145/3643834.3661511
  • Walt Scacchi (2009): Game-Based Virtual Worlds as Decentralized Virtual Activity Systems, In: Human-Computer Interaction Series, doi:10.1007/978-1-84882-825-4_18
  • Kevin Lubick, Titus Barik, Emerson Murphy-Hill (2015): Can Social Screencasting Help Developers Learn New Tools?, In: 2015 IEEE/ACM 8th International Workshop on Cooperative and Human Aspects of Software Engineering, doi:10.1109/chase.2015.18
  • Meredith Ringel Morris (2008): A survey of collaborative web search practices, In: Proceedings of the SIGCHI Conference on Human Factors in Computing Systems, doi:10.1145/1357054.1357312
  • Torkil Clemmensen (2021): HWID Consultancy, In: Human–Computer Interaction Series, doi:10.1007/978-3-030-71796-4_8
  • Emerson Murphy-Hill, Gail C. Murphy (2011): Peer interaction effectively, yet infrequently, enables programmers to discover new tools, In: Proceedings of the ACM 2011 conference on Computer supported cooperative work, doi:10.1145/1958824.1958888
  • Laton Vermette, Joanna McGrenere, Parmit K. Chilana (2020): Peek-through Customization, In: Proceedings of the 2020 ACM Designing Interactive Systems Conference, doi:10.1145/3357236.3395507
  • Ragini Chauhan, Piyali Ghosh, Alka Rai, Divya Shukla (2016): The impact of support at the workplace on transfer of training: a study of an Indian manufacturing unit, In: International Journal of Training and Development 3(20), doi:10.1111/ijtd.12083
  • Shreya Kumar, Charles Wallace (2014): Communication strategies for mentoring in software development projects, In: Proceedings of the 7th International Workshop on Cooperative and Human Aspects of Software Engineering, doi:10.1145/2593702.2593712
  • Tassanee Homklin, Yoshi Takahashi, Kriengkrai Techakanont (2014): The influence of social and organizational support on transfer of training: evidence from<scp>T</scp>hailand, In: International Journal of Training and Development 2(18), doi:10.1111/ijtd.12031
  • Jose Kooken, Tobias Ley, Robert de Hoog (2007): How Do People Learn at the Workplace? Investigating Four Workplace Learning Assumptions, In: Lecture Notes in Computer Science, doi:10.1007/978-3-540-75195-3_12
  • Nikhita Joshi, Justin Matejka, Fraser Anderson, Tovi Grossman, George Fitzmaurice (2020): MicroMentor: Peer-to-Peer Software Help Sessions in Three Minutes or Less, In: Proceedings of the 2020 CHI Conference on Human Factors in Computing Systems, doi:10.1145/3313831.3376230
  • Teerapaun Tanprasert, Jiamin Dai, Joanna McGrenere (2024): HelpCall: Designing Informal Technology Assistance for Older Adults via Videoconferencing, In: Proceedings of the CHI Conference on Human Factors in Computing Systems, doi:10.1145/3613904.3642938
  • Elissa M. Redmiles, Amelia R. Malone, Michelle L. Mazurek (2016): I Think They're Trying to Tell Me Something: Advice Sources and Selection for Digital Security, In: 2016 IEEE Symposium on Security and Privacy (SP), doi:10.1109/sp.2016.24
  • R. Pascual (2009): Enhancing project-oriented learning by joining communities of practice and opening spaces for relatedness, In: European Journal of Engineering Education 1(35), doi:10.1080/03043790902989234
  • Tobias Ley, Ronald Maier, Stefan Thalmann, Lena Waizenegger, Kai Pata, Adolfo Ruiz-Calleja (2019): A Knowledge Appropriation Model to Connect Scaffolded Learning and Knowledge Maturation in Workplace Learning Settings, In: Vocations and Learning 1(13), doi:10.1007/s12186-019-09231-2
  • Thanh Tung Pham, Helen Lingard, Rita Peihua Zhang (2023): Factors influencing construction workers’ intention to transfer occupational health and safety training, In: Safety Science, doi:10.1016/j.ssci.2023.106288
  • Jeff Huang, Michael B. Twidale (2007): Graphstract, In: Proceedings of the 20th annual ACM symposium on User interface software and technology, doi:10.1145/1294211.1294248
  • Michael Liegl (2014): Nomadicity and the Care of Place—on the Aesthetic and Affective Organization of Space in Freelance Creative Work, In: Computer Supported Cooperative Work (CSCW) 2(23), doi:10.1007/s10606-014-9198-x
  • Kate Williams (2011): The cybernavigators of Chicago public library and the 'informatics moment', In: Proceedings of the 2011 iConference, doi:10.1145/1940761.1940826
  • Parmit K. Chilana, Amy J. Ko, Jacob O. Wobbrock (2012): LemonAid, In: Proceedings of the SIGCHI Conference on Human Factors in Computing Systems, doi:10.1145/2207676.2208620
  • Caroline Haythornthwaite (2019): Learning, connectivity and networks, In: Information and Learning Sciences 1/2(120), doi:10.1108/ils-06-2018-0052
  • Nico Castelli, Corinna Ogonowski, Timo Jakobi, Martin Stein, Gunnar Stevens, Volker Wulf (2017): What Happened in my Home?, In: Proceedings of the 2017 CHI Conference on Human Factors in Computing Systems, doi:10.1145/3025453.3025485
  • Kihoon Son, DaEun Choi, Tae Soo Kim, Juho Kim (2024): Demystifying Tacit Knowledge in Graphic Design: Characteristics, Instances, Approaches, and Guidelines, In: Proceedings of the CHI Conference on Human Factors in Computing Systems, doi:10.1145/3613904.3642886
  • Emerson Murphy-Hill, Da Young Lee, Gail C. Murphy, Joanna McGrenere (2015): How Do Users Discover New Tools in Software Development and Beyond?, In: Computer Supported Cooperative Work (CSCW) 5(24), doi:10.1007/s10606-015-9230-9
  • Justin Matejka, Tovi Grossman, George Fitzmaurice (2011): Ambient help, In: Proceedings of the SIGCHI Conference on Human Factors in Computing Systems, doi:10.1145/1978942.1979349
  • Robert C. Miller, Haoqi Zhang, Eric Gilbert, Elizabeth Gerber (2014): Pair research, In: Proceedings of the 17th ACM conference on Computer supported cooperative work &amp; social computing, doi:10.1145/2531602.2531703
  • Eija Korpelainen, Mari Kira (2010): Employees' choices in learning how to use information and communication technology systems at work: strategies and approaches, In: International Journal of Training and Development 1(14), doi:10.1111/j.1468-2419.2009.00339.x
  • Laton Vermette, Kavana Ramesh, Joanna McGrenere, Parmit K Chilana (2022): Uncovering Instructors’ Diverse Practices and Perceptions: A Field Deployment of a Customization-Sharing Platform that Supports Course Management, In: CHI Conference on Human Factors in Computing Systems, doi:10.1145/3491102.3501846
  • Richard J. Holden (2012): Social and personal normative influences on healthcare professionals to use information technology: towards a more robust social ergonomics, In: Theoretical Issues in Ergonomics Science 5(13), doi:10.1080/1463922x.2010.549249
  • M. Hucka, M.J. Graham (2018): Software search is not a science, even among scientists: A survey of how scientists and engineers find software, In: Journal of Systems and Software, doi:10.1016/j.jss.2018.03.047
  • Alison L. Moore, James D. Klein (2019): Facilitating Informal Learning at Work, In: TechTrends 2(64), doi:10.1007/s11528-019-00458-3
  • Steinar Kristoffersen, Ingunn Bratteberg (2009): Design ideas for IT in public spaces, In: Personal and Ubiquitous Computing 3(14), doi:10.1007/s00779-009-0255-2
  • Emerson Murphy-Hill, Rahul Jiresal, Gail C. Murphy (2012): Improving software developers' fluency by recommending development environment commands, In: Proceedings of the ACM SIGSOFT 20th International Symposium on the Foundations of Software Engineering, doi:10.1145/2393596.2393645
  • Qing Nancy Xia (2024): Supporting Spreadsheet Users in Knowledge Sharing, In: 2024 IEEE Symposium on Visual Languages and Human-Centric Computing (VL/HCC), doi:10.1109/vl/hcc60511.2024.00059
  • Chris Brown, Justin Middleton, Esha Sharma, Emerson Murphy-Hill (2017): How software users recommend tools to each other, In: 2017 IEEE Symposium on Visual Languages and Human-Centric Computing (VL/HCC), doi:10.1109/vlhcc.2017.8103460
  • Neema Moraveji, Meredith Morris, Daniel Morris, Mary Czerwinski, Nathalie Henry Riche (2011): ClassSearch, In: Proceedings of the SIGCHI Conference on Human Factors in Computing Systems, doi:10.1145/1978942.1979203
Please note: Providing information about citations is only possible thanks to to the open metadata APIs provided by crossref.org and opencitations.net. These lists may be incomplete due to unavailable citation data.source: opencitations.net, crossref.org