Representations can be good enough
| dc.contributor.author | O'Neill, Jacki | |
| dc.contributor.author | Castellani, Stefania | |
| dc.contributor.author | Grasso, Maria Antonietta | |
| dc.contributor.author | Roulland, Frederic | |
| dc.contributor.author | Tolmie, Peter | |
| dc.date.accessioned | 2017-04-15T11:47:18Z | |
| dc.date.available | 2017-04-15T11:47:18Z | |
| dc.date.issued | 2005 | |
| dc.description.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 | |
| dc.description.abstract | 2) The lack of mutual access to indicative resources | |
| dc.description.abstract | 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. | |
| dc.identifier.doi | 10.1007/1-4020-4023-7_14 | |
| dc.identifier.isbn | 978-1-4020-4023-8 | |
| dc.language.iso | en | |
| dc.publisher | Springer, London | |
| dc.relation.ispartof | ECSCW 2005: Proceedings of the Ninth European Conference on Computer-Supported Cooperative Work | |
| dc.relation.ispartofseries | ECSCW | |
| dc.title | Representations can be good enough | |
| dc.type | Text | |
| gi.citation.endPage | 286 | |
| gi.citation.startPage | 267 | |
| gi.citations.count | 11 | |
| gi.citations.element | 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 | |
| gi.citations.element | 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 | |
| gi.citations.element | 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 | |
| gi.citations.element | 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 | |
| gi.citations.element | 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 | |
| gi.citations.element | 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 | |
| gi.citations.element | 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 | |
| gi.citations.element | 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 | |
| gi.citations.element | 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 | |
| gi.citations.element | 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 | |
| gi.citations.element | 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 | |
| gi.conference.date | 18–22 September 2005 | |
| gi.conference.location | Paris, France | |
| gi.conference.sessiontitle | Full Papers |