Text Document

Representations can be good enough

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


  1. The lack of mutual access to indicative resources

  1. 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.

Description

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

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Number of citations to item: 11

  • Erika Shehan Poole, W. Keith Edwards, Lawrence Jarvis (2009): The Home Network as a Socio-Technical System: Understanding the Challenges of Remote Home Network Problem Diagnosis, In: Computer Supported Cooperative Work (CSCW) 2-3(18), doi:10.1007/s10606-008-9087-2
  • Graham Button, Andy Crabtree, Mark Rouncefield, Peter Tolmie (2015): Ethnography as Cultural Theory, In: Human–Computer Interaction Series, doi:10.1007/978-3-319-21954-7_3
  • Florian Jasche, Sven Hoffmann, Thomas Ludwig, Volker Wulf (2021): Comparison of Different Types of Augmented Reality Visualizations for Instructions, In: Proceedings of the 2021 CHI Conference on Human Factors in Computing Systems, doi:10.1145/3411764.3445724
  • Graham Button, Andy Crabtree, Mark Rouncefield, Peter Tolmie (2015): Members’ Not Ethnographers’ Methods, In: Human–Computer Interaction Series, doi:10.1007/978-3-319-21954-7_8
  • Frederic Roulland, Stefania Castellani, Pascal Valobra, Victor Ciriza, Jacki O'Neill, Ye Deng (2011): Mixed reality for supporting office devices troubleshooting, In: 2011 IEEE Virtual Reality Conference, doi:10.1109/vr.2011.5759458
  • Carman Neustaedter, Brennan Jones, Kenton O'Hara, Abigail Sellen (2018): The Benefits and Challenges of Video Calling for Emergency Situations, In: Proceedings of the 2018 CHI Conference on Human Factors in Computing Systems, doi:10.1145/3173574.3174231
  • Terrance Mok, Lora Oehlberg (2017): Critiquing Physical Prototypes for a Remote Audience, In: Proceedings of the 2017 Conference on Designing Interactive Systems, doi:10.1145/3064663.3064722
  • Thomas Ludwig, Peter Tolmie, Volkmar Pipek (2018): From the Internet of Things to an Internet of Practices, In: Internet of Things, doi:10.1007/978-3-319-94659-7_3
  • Thomas Ludwig, Oliver Stickel, Peter Tolmie, Malte Sellmer (2021): shARe-IT: Ad hoc Remote Troubleshooting through Augmented Reality, In: Computer Supported Cooperative Work (CSCW) 1(30), doi:10.1007/s10606-021-09393-5
  • Martin Feick, Terrance Mok, Anthony Tang, Lora Oehlberg, Ehud Sharlin (2018): Perspective on and Re-orientation of Physical Proxies in Object-Focused Remote Collaboration, In: Proceedings of the 2018 CHI Conference on Human Factors in Computing Systems, doi:10.1145/3173574.3173855
  • Stefania Castellani, Antonietta Grasso, Jacki O’Neill, Frederic Roulland (2009): Designing Technology as an Embedded Resource for Troubleshooting, In: Computer Supported Cooperative Work (CSCW) 2-3(18), doi:10.1007/s10606-008-9088-1
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