CS 160: Lecture 19CSCW: Computer-Supported Cooperative WorkAsynchronous GroupwareWorkflowKnowledge repositoriesWither Email?Extensible Groupware: Lotus NotesSynchronous GroupwareVideoSoundTurn-taking, back-channelingBreakdownsUsage issuesSolutionsSlide 15Slide 16Solutions – Outpost (Berkeley)Outpost ImplementationBreakFace-to-Face: the ultimate?Slide 21Slide 22Grudin: Eight challengesSlide 24Slide 25Slide 26Beyond communicationCoordinatorCSCL: Computer-Supported Collaborative LearningSummary01/14/19 1CS 160: Lecture 19Professor John CannySpring 200301/14/19 2CSCW: Computer-Supported Cooperative WorkIts about tools that allow people to work together.Most of the tools support remote work*video, email, IM, WorkflowSome tools, e.g. Livenotes, augment local communication.01/14/19 3Asynchronous GroupwareEmail: still a killer appNewsgroups: topical messagingStructured messaging: e.g. Workflow – messages carry data, route automatically.Cooperative hypertext/hypermedia authoring: e.g. swikiKnowledge repositories: Answergarden, MadSciNet, Autonomy01/14/19 4WorkflowDocuments carry meta-data that describes their flow through the organization:*Document X should be completed by Jill by 4/15*Doc X should then be reviewed by Amit by 4/22*Doc X should then be approved by Ziwei by 4/29*Doc X should finally be received by Don by 5/4The document “knows” its route. With the aid of the system, it will send reminders to its users, and then forward automatically at the time limit.01/14/19 5Knowledge repositoriesAnswerGarden (Ackerman): database of commonly-asked questions that grows automatically. User poses question as a text query:*System responds with matches from the database.*If user isnt satisfied, system attempts to route query to an expert on the topic.*Expert receives query, answers it, adds answer to the database.01/14/19 6Wither Email?There is a lot of research on “Email++”*Automatic organization*Task management*Other functions: contacts, remindersMultimedia email: Can include sound, video, images. *But who really does this?01/14/19 7Extensible Groupware: Lotus NotesNotes is a product that combines standard office software (email, calendar, contacts etc.) with a scriptable database backend.Easy to create new apps: PERT charts, novel workflow, custom shared authoring…“most successful groupware system to date”01/14/19 8Synchronous GroupwareDesktop Conferencing (MS Netmeeting)Electronic Meeting Rooms (Access Grid)Media Spaces (Xerox PARC)01/14/19 9VideoEye contact problems:*Offset from camera to screen*“Mona Lisa” effect Gesture has similar problems: trying pointing at something across a video link.01/14/19 10SoundGood for one-on-one communication Bad for meetings. Spatial localization is normally lost. Add to network delays and meeting regulation is very hard.01/14/19 11Turn-taking, back-channelingIn a face-to-face meeting, people do a lot of self-management.Preparing to speak: lean forward, clear throat, shuffle paper.Unfortunately, these are subtle gestures which don’t pass well through today’s technology. Network delays make things much worse.01/14/19 12BreakdownsMisunderstandings, talking over each other, losing the thread of the meeting.People are good at recognizing these and recovering from them “repair”. Mediated communication often makes it harder.E.g. email often escalates simple misunderstandings into flaming sessions.01/14/19 13Usage issuesOur model of tele-communication is episodic, and derives from the economics of the telephone. Communication in the real world has both structured and unplanned episodes. Meeting by the Xerox machine.Also, much face-to-face communication is really side-by-side, with some artifact as the focus.01/14/19 14SolutionsSharing experiences is very important for mutual understanding in team work (attribution theory).So context-baseddisplays (portholes)work well. Video shows roomsand hallways, not just people or seats.01/14/19 15SolutionsProps (mobile presences) address many of these issues. They even support exploration.01/14/19 16SolutionsIshii’s Clearboard: sketching + presence01/14/19 17Solutions – Outpost (Berkeley)Post-it capture system for web site design.For collaboration, add pen traces and user shadows (to add awareness).01/14/19 18Outpost Implementation01/14/19 19Break01/14/19 20Face-to-Face: the ultimate?It depends.Conveys the maximum amount of information, mere presence effects are strong. But…People spend a lot of cognitive effort managing perceptions of each other.In a simple comparison of F2F, phone and email, most subjects felt most comfortable with the phone for routine communication.01/14/19 21Face-to-Face: the ultimate?Kiesler and Sproull findings:*Participants talk more freely in email (than F2F).*Participation is more equal in email.*More proposals for action via email. *Reduced effects of status/physical appearance.But*Longer decision times in email.*More extreme remarks and flaming in email.01/14/19 22Face-to-Face: the ultimate?Kiesler and Sproull found that email-only programming teams were more productive than email+F2F teams in a CS course. There you want coordination, commitment, recording. Conclusion: Match the medium to the mission01/14/19 23Grudin: Eight challenges1. Disparity between those who benefit from the App, and those who have to work on it.e.g. secretary uses calendars to schedule meeting, but others must maintain calendars.2. Critical mass, Prisoner’s Dilemma*Need full buy-in to automate scheduling, similarly with Lotus Notes.01/14/19 24Grudin: Eight challenges3. Disruption of social processes:*people are flexible, adaptive, opportunistic, improvisors, sometimes imprecise.4. Exception Handling:*People react to interruptions or exceptions and dynamically re-plan what to do. Most software doesn’t plan, so exception-handling must be anticipated and pre-programmed.01/14/19 25Grudin: Eight challenges5. Unobtrusive accessibility:*Group features should complement individual work functions, and be easily accessible6. Difficulty of evaluation:*Collaborators add uncertainty! Hard to isolate the parameters you want to study. WOZ can help.01/14/19 26Grudin: Eight challenges7. Failure of intuition:*Group processes (and social psychology) are often counter-intuitive. This leads to mistakes both by adopters and designers.8. The adoption
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