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Ambiguities, Awareness and Economy: A Study of Emergency Service Work
Blekinge Tekniska Högskola.
2002 (English)In: CSCW '02: Proceedings of the 2002 ACM conference on Computer supported cooperative work, New York, United States: Association for Computing Machinery , 2002, no 2, p. 286-295Conference paper, Published paper (Refereed)
Abstract [en]

This paper derives from a study undertaken at an emergencyservice centre in Sweden. The studies have focused on fea-tures of work familiar to the CSCW community, includingthe documenting and analysing current work practices, un-derstanding the properties of the technology in question,and perhaps most importantly how the technology func-tions in and through use. Our focus in this paper exempli-fies these themes through the analysis of two cases. In thefirst, the issue in question is the way in which an emer-gency is identified and dealt with, it being the case that atypical problem to be dealt with by operators, and morecommonly in the days of mobile telephony, is that of mul-tiple reporting of a single case. Of particular interest here islistening-in, which is a function in the Computer AidedDispatch (CAD) system and by contrast that of ‘overhear-ing’, which is not. The second case focus on the relevanceof wall maps, given the existence of computerized maps inthese centres. Based on two cases from emergency servicecentres, we will show that the concept of awareness needscareful unpacking if we are to understand associated designissues.

Place, publisher, year, edition, pages
New York, United States: Association for Computing Machinery , 2002. no 2, p. 286-295
Keywords [en]
Awareness, Coordination, Computer Aided Dispatch, Time- critical work, Centers of coordination, Command and Control, Control rooms, Workplace study, Ethnography
National Category
Computer Sciences
Identifiers
URN: urn:nbn:se:mau:diva-59167DOI: 10.1145/587078.587118ISBN: 978-1-58113-560-2 (print)OAI: oai:DiVA.org:mau-59167DiVA, id: diva2:1749825
Conference
CSCW02: Computer Supported Cooperative Work New Orleans Louisiana USA November 16 - 20, 2002
Available from: 2023-04-11 Created: 2023-04-11 Last updated: 2023-04-19Bibliographically approved
In thesis
1. Getting engaged in cooperation: Design, distance, and distributed work
Open this publication in new window or tab >>Getting engaged in cooperation: Design, distance, and distributed work
2023 (English)Doctoral thesis, comprehensive summary (Other academic)
Abstract [en]

Cooperative work differs depending on contexts and tasks, whether co-located, synchronous, or distributed in time and space. New technology allows new opportunities to support cooperation. A central aspect of cooperation is the relation to individual work; when co-located, people enter and exit cooperation seamlessly. This dissertation explores how technology, situation, and context interplay in various forms of cooperation. It addresses two research questions: (1) How do people get engaged in cooperative work? and (2) How can engagement in distributed cooperative work be supported?

The work focuses on ethnographic empirical studies that analyse the interaction between humans and technology across various domains. Workplace studies have been conducted in different fields. Emergency service work, truck driver's work, building maintenance workers, and visitor's technology use at a music festival. The workplace studies in the dissertation imply that field studies are conducted to document and analyse how people use technology and how this use takes place. Common to all studies is the work about activities distributed in time and space.

These research findings inform the development of new perspectives, concepts, and design challenges for distributed collaboration. The dissertation discusses two primary ways to engage in cooperative work are identified: requesting and choosing to engage through shared materials and artefacts support awareness and enable cooperative work. The results identify four factors to facilitate engagement in remote cooperative environments: supporting requests and choices to engage, providing opportunities to use artefacts, promoting shareability, and incorporating awareness technology.

The dissertation contributes new insights into the interplay between technology, situation, and context in cooperation. Providing design insights for distributed collaboration, and the exploration of design concepts and analysis models. The contributions emphasize the dynamic nature of collaboration and the importance of understanding the relationship between individual and cooperative work to support distributed and remote collaboration effectively.

Place, publisher, year, edition, pages
Malmö: Malmö University Press, 2023. p. 124
Series
Studies in Computer Science ; 23
Keywords
cooperative work, distributed collaboration, computer-supported cooperative work, engagement in cooperative work, shared materials and artefacts
National Category
Computer Sciences
Identifiers
urn:nbn:se:mau:diva-59279 (URN)10.24834/isbn.9789178773367 (DOI)978-91-7877-337-4 (ISBN)978-91-7877-336-7 (ISBN)
Public defence
2023-05-02, Orkanen, D138, Nordenskiöldsgatan 10, Malmö, 13:15 (English)
Opponent
Supervisors
Available from: 2023-04-19 Created: 2023-04-19 Last updated: 2023-04-21Bibliographically approved

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