Representations can be good enough

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dc.contributor.authorO'Neill, Jacki
dc.contributor.authorCastellani, Stefania
dc.contributor.authorGrasso, Maria Antonietta
dc.contributor.authorRoulland, Frederic
dc.contributor.authorTolmie, Peter
dc.date.accessioned2017-04-15T11:47:18Z
dc.date.available2017-04-15T11:47:18Z
dc.date.issued2005
dc.description.abstractWhen 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
dc.description.abstract2) The lack of mutual access to indicative resources
dc.description.abstract3) 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.
dc.identifier.doi10.1007/1-4020-4023-7_14
dc.identifier.isbn978-1-4020-4023-8
dc.language.isoen
dc.publisherSpringer, London
dc.relation.ispartofECSCW 2005: Proceedings of the Ninth European Conference on Computer-Supported Cooperative Work
dc.relation.ispartofseriesECSCW
dc.titleRepresentations can be good enough
dc.typeText
gi.citation.endPage286
gi.citation.startPage267
gi.conference.date18–22 September 2005
gi.conference.locationParis, France
gi.conference.sessiontitleFull Papers

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ECSCW 2005: Proceedings of the Ninth European Conference on Computer-Supported Cooperative Work