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Getting engaged in cooperation: Design, distance, and distributed work
Malmö University, Faculty of Technology and Society (TS), Department of Computer Science and Media Technology (DVMT).
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 [en]
cooperative work, distributed collaboration, computer-supported cooperative work, engagement in cooperative work, shared materials and artefacts
National Category
Computer Sciences
Identifiers
URN: urn:nbn:se:mau:diva-59279DOI: 10.24834/isbn.9789178773367ISBN: 978-91-7877-337-4 (print)ISBN: 978-91-7877-336-7 (electronic)OAI: oai:DiVA.org:mau-59279DiVA, id: diva2:1751730
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
List of papers
1. Ambiguities, Awareness and Economy: A Study of Emergency Service Work
Open this publication in new window or tab >>Ambiguities, Awareness and Economy: A Study of Emergency Service Work
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
Keywords
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:nbn:se:mau:diva-59167 (URN)10.1145/587078.587118 (DOI)978-1-58113-560-2 (ISBN)
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
2. ‘We don’t need the Ambulance then’: TechnologicalHandling of the Unexpected
Open this publication in new window or tab >>‘We don’t need the Ambulance then’: TechnologicalHandling of the Unexpected
2002 (English)Conference paper, Published paper (Other academic)
Abstract [en]

The field of our study takes place in the Swedish emergency service centre. The operators receiveemergency calls and are responsible for the coordination and dispatch of ambulances and rescue services.Emergency literature has treated its materials in the mode of catastrophe. Operators’ mundane work and technologicalenvironment for handling the unexpected changes have been often addressed in terms of error, mistakes, mishandling andother misunderstandings. Our paper wants to show that operator’s work practice sustained a comprehensive approach oftechnology use such as to keep full ability to handle unexpected change. This point is crucial to understand technology in action.It is precisely the good handling of technology that allows taking into account the most unexpected change with great success.Our paper shows how story eliciting is bounded to technological possibilities and as such is part of everyday professionalconduct of call taker and dispatchers. The challenge of this paper is to show that technology is a crucial part of their mode ofaction. As such, it cannot be separated from the on-going course of case handling. Our particular case is a story where a callerrequests an ambulance on behalf of an unconscious friend. The operator decides to proceed to the dispatch of an ambulance.In the sustained conversation with the caller, it turns out that the friend in question recovered her consciousness. We show inthis paper that the story elicitation, remote conversation and scenic background information, are working tools that keep accesswith the reality of the caller. The main point is that emergency can turn out to be health care advice without any major problems.We will show that all key access to the scenic feature of the caller are monitored through and through by technological artefactsthat will be examined

National Category
Computer Sciences
Identifiers
urn:nbn:se:mau:diva-59184 (URN)
Conference
XV World Congress of Sociology, RC 23 Technology in Action, Brisbane, Australia, 7-13 July
Available from: 2023-04-12 Created: 2023-04-12 Last updated: 2023-11-17Bibliographically approved
3. Activity and Artifact: The symbiosis of truck drivers' work and navigational systems
Open this publication in new window or tab >>Activity and Artifact: The symbiosis of truck drivers' work and navigational systems
2001 (English)In: / [ed] Michitaka Hirose, IOS Press , 2001, p. 399-407-Conference paper, Published paper (Refereed)
Place, publisher, year, edition, pages
IOS Press, 2001
National Category
Computer Sciences
Identifiers
urn:nbn:se:mau:diva-59269 (URN)978-1-5860-3188-6 (ISBN)
Conference
IFIP TC. 13 International Conference on Human-Comupter Interaction, 9th-13th July 2001, Tokyo, Japan
Available from: 2023-04-18 Created: 2023-04-18 Last updated: 2023-04-21Bibliographically approved
4. Design for Richer Reachability: Mobile inspection in building maintenance
Open this publication in new window or tab >>Design for Richer Reachability: Mobile inspection in building maintenance
2005 (English)In: The Inside Text: Social, Cultural and Design Perspectives on SMS / [ed] Harper, R. ; Palen, L. ; Taylor, A, Springer London, 2005, p. 237-252Chapter in book (Refereed)
Place, publisher, year, edition, pages
Springer London, 2005
Series
Computer supported cooperative work, ISSN 1431-1496 ; 4
National Category
Computer Sciences
Identifiers
urn:nbn:se:mau:diva-59270 (URN)10.1007/1-4020-3060-6_13 (DOI)978-1-4020-3059-8 (ISBN)
Available from: 2023-04-18 Created: 2023-04-18 Last updated: 2023-11-17Bibliographically approved
5. WaterCalls: an ambient call queue for cooperation between emergency service centres
Open this publication in new window or tab >>WaterCalls: an ambient call queue for cooperation between emergency service centres
2004 (English)In: Personal and Ubiquitous Computing, ISSN 1617-4909, E-ISSN 1617-4917, Vol. 8, no 3-4, p. 192-199Article in journal (Refereed) Published
National Category
Computer Sciences
Identifiers
urn:nbn:se:mau:diva-59277 (URN)10.1007/s00779-004-0277-8 (DOI)000207560900007 ()2-s2.0-33745823101 (Scopus ID)
Available from: 2023-04-19 Created: 2023-04-19 Last updated: 2023-11-17Bibliographically approved
6. Supporting ad-hoc re-planning and shareability at large-scale events
Open this publication in new window or tab >>Supporting ad-hoc re-planning and shareability at large-scale events
2010 (English)In: Proceedings of the 16th ACM International Conference on Supporting Group Work (GROUP '10). ACM, NewYork, NY., Association for Computing Machinery (ACM), 2010, p. 245-252Conference paper, Published paper (Refereed)
Abstract [en]

In this paper we present results from a research and development project focusing on the use of mobile phones at a music festival. Our aim is to explore how the festival experience can be enhanced with the introduction of mobile services. Two questions are addressed: Are there any design-openings for new services supporting groups at large-scale events? If so, what design challenges can be identified as important to consider in order to enhance the festival experience? Our conclusion is that there are several design-openings for new services supporting groups at large-scale events. We identify two different design challenges to address when designing new services; Supporting ad-hoc re-planning and shareability. The study contributes to better suited designs of services and technology in mobile settings as this music festival as well as for other large-scale events.

Place, publisher, year, edition, pages
Association for Computing Machinery (ACM), 2010
National Category
Computer Sciences
Identifiers
urn:nbn:se:mau:diva-59276 (URN)10.1145/1880071.1880113 (DOI)978-1-4503-0387-3 (ISBN)
Conference
GROUP '10: ACM 2010 International Conference on Supporting Group Work Sanibel Island Florida USA November 7 - 10, 2010
Available from: 2023-04-19 Created: 2023-04-19 Last updated: 2023-04-21Bibliographically approved

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