Text Document

Representations can be good enough


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.


O'Neill, Jacki; Castellani, Stefania; Grasso, Maria Antonietta; Roulland, Frederic; Tolmie, Peter (2005): Representations can be good enough. ECSCW 2005: Proceedings of the Ninth European Conference on Computer-Supported Cooperative Work. DOI: 10.1007/1-4020-4023-7_14. Springer, London. ISBN: 978-1-4020-4023-8. pp. 267-286. Full Papers. Paris, France. 18–22 September 2005