Paper Practices in Institutional Talk: How Financial Advisors Impress their Clients
dc.contributor.author | Dolata, Mateusz | |
dc.contributor.author | Schwabe, Gerhard | |
dc.date.accessioned | 2020-06-06T13:06:22Z | |
dc.date.available | 2020-06-06T13:06:22Z | |
dc.date.issued | 2017 | |
dc.date.issued | 2017 | |
dc.description.abstract | Paper is a persistent element of financial advisory encounters, despite the increasing digitisation of the financial industry. We seek to understand the reasons behind the resilience of paper-based encounters and advisors’ resistance to change by understanding the paper’s roles in financial advisory encounters. While applying multimodal analysis to a set of field and experimental data, we point to a range of prevalent advisory practices that rely on the use of paper documents and hand-written notes. We focus on the choreography of paper and how this intersects with the participants’ institutional identities and goals. Specifically, we show how advisors’ paper-oriented actions seek to convey a positive impression about the advisor and about the bank to the client, i.e. how they engage in seemingly mundane practices to impress their clients. Paper is far more than a medium for saving and presenting information: it is an interaction resource, a semiotic resource and an institutional resource; all these aspects of paper come into play during a financial advisory encounter. The manuscript concludes with suggestions on the design of technologies that may potentially replace the paper in financial advisory encounters and assesses the likelihood of this in light of the results. | de |
dc.identifier.doi | 10.1007/s10606-017-9279-8 | |
dc.identifier.pissn | 1573-7551 | |
dc.identifier.uri | http://dx.doi.org/10.1007/s10606-017-9279-8 | |
dc.identifier.uri | https://dl.eusset.eu/handle/20.500.12015/3817 | |
dc.publisher | Springer | |
dc.relation.ispartof | Computer Supported Cooperative Work (CSCW): Vol. 26, No. 0 | |
dc.relation.ispartofseries | Computer Supported Cooperative Work (CSCW) | |
dc.subject | Affordances of paper | |
dc.subject | Financial advisory encounter | |
dc.subject | Institutional talk | |
dc.subject | Material and textual nature of paper | |
dc.subject | Multimodality | |
dc.subject | Paper practices | |
dc.title | Paper Practices in Institutional Talk: How Financial Advisors Impress their Clients | de |
dc.type | Text/Journal Article | |
gi.citation.endPage | 805 | |
gi.citation.startPage | 769 | |
gi.citations.count | 17 | |
gi.citations.element | Mateusz Dolata, Simon Schubiger, Doris Agotai, Gerhard Schwabe (2021): Changing Things so (Almost) Everything Stays the Same, In: i-com 3(20), doi:10.1515/icom-2021-0026 | |
gi.citations.element | Andri Färber, Christiane Schwabe, Philipp H Stalder, Mateusz Dolata, Gerhard Schwabe (2023): Physicians’ and Patients’ Expectations From Digital Agents for Consultations: Interview Study Among Physicians and Patients (Preprint), doi:10.2196/preprints.49647 | |
gi.citations.element | Damaris Schmid, Dario Staehelin, Andreas Bucher, Mateusz Dolata, Gerhard Schwabe (2022): Does Social Presence Increase Perceived Competence?, In: Proceedings of the ACM on Human-Computer Interaction GROUP(6), doi:10.1145/3492845 | |
gi.citations.element | Mateusz Dolata, Gerhard Schwabe (2018): Don’t be afraid! Persuasive Practices in the Wild, In: Computer Supported Cooperative Work (CSCW) 3-6(27), doi:10.1007/s10606-018-9330-4 | |
gi.citations.element | M.L.C. (Marloes) Herijgers, T.C. (Tessa) van Charldorp, H.L.W. (Henk) Pander Maat (2019): Human-human-computer triads in institutional encounters, In: Journal of Pragmatics, doi:10.1016/j.pragma.2019.06.010 | |
gi.citations.element | Austin F. Mount-Campbell, Kevin D. Evans, David D. Woods, Esther Chipps, Susan D. Moffatt-Bruce, Kashvi Patel, Emily S. Patterson (2020): Uncovering the Value of a Historical Paper-Based Collaborative Artifact: The Nursing Unit's Kardex System, In: Frontiers in Digital Health, doi:10.3389/fdgth.2020.00012 | |
gi.citations.element | Andri Färber, Christiane Schwabe, Philipp H Stalder, Mateusz Dolata, Gerhard Schwabe (2024): Physicians’ and Patients’ Expectations From Digital Agents for Consultations: Interview Study Among Physicians and Patients, In: JMIR Human Factors, doi:10.2196/49647 | |
gi.citations.element | Ju Yeon Jung, Tom Steinberger, John L. King, Mark S. Ackerman (2022): How Domain Experts Work with Data: Situating Data Science in the Practices and Settings of Craftwork, In: Proceedings of the ACM on Human-Computer Interaction CSCW1(6), doi:10.1145/3512905 | |
gi.citations.element | Erik Dethier, Paul Bossauer, Christina Pakusch, Dirk Schreiber (2024): Digitaler Haushalt und Markt, In: Verbraucherinformatik, doi:10.1007/978-3-662-68706-2_3 | |
gi.citations.element | Megh Marathe, Priyank Chandra (2020): Officers Never Type: Examining the Persistence of Paper in e-Governance, In: Proceedings of the 2020 CHI Conference on Human Factors in Computing Systems, doi:10.1145/3313831.3376216 | |
gi.citations.element | Erik Dethier, Dean-Robin Kern, Gunnar Stevens, Alexander Boden (2024): Making Order in Household Accounting - Digital Invoices as Domestic Work Artifacts, In: Computer Supported Cooperative Work (CSCW) 4(33), doi:10.1007/s10606-024-09495-w | |
gi.citations.element | Erik Dethier, Gunnar Stevens, Alexander Boden (2024): Digitalization of administrative work at home, In: i-com 3(23), doi:10.1515/icom-2024-0035 | |
gi.citations.element | Dario Staehelin, Mateusz Dolata, Gerhard Schwabe (2024): Calm Advice: How Digitalizing Pen-and-Paper Practices Improves Financial Advice-Giving, In: Business & Information Systems Engineering, doi:10.1007/s12599-024-00879-2 | |
gi.citations.element | Mateusz Dolata, Birgit Schenk, Jara Fuhrer, Alina Marti, Gerhard Schwabe (2020): When the System Does Not Fit: Coping Strategies of Employment Consultants, In: Computer Supported Cooperative Work (CSCW) 6(29), doi:10.1007/s10606-020-09377-x | |
gi.citations.element | Mateusz Dolata, Doris Agotai, Simon Schubiger, Gerhard Schwabe (2019): Pen-and-paper Rituals in Service Interaction, In: Proceedings of the ACM on Human-Computer Interaction CSCW(3), doi:10.1145/3359326 | |
gi.citations.element | Dario Staehelin, Mateusz Dolata, Gerhard Schwabe (2022): Managing Tensions in Research Consortia with Design Thinking Artifacts, In: Progress in IS, doi:10.1007/978-3-030-90594-1_9 | |
gi.citations.element | Mateusz Dolata, Susanne Steigler, Fiona Nüesch, Ulrike Schock, Doris Agotai, Simon Schubiger, Mehmet Kilic, Gerhard Schwabe (2019): Welcome, Computer! How Do Participants Introduce a Collaborative Application During Face-to-Face Interaction?, In: Lecture Notes in Computer Science, doi:10.1007/978-3-030-29387-1_35 |