Plans and situated actions: the problem of human-machine communication
Plans and situated actions: the problem of human-machine communication
Why CSCW applications fail: problems in the design and evaluationof organizational interfaces
CSCW '88 Proceedings of the 1988 ACM conference on Computer-supported cooperative work
Surrogate users: mediating between social and technical interaction
CHI '94 Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Experimentally evaluating communicative strategies: the effect of the task
AAAI '94 Proceedings of the twelfth national conference on Artificial intelligence (vol. 1)
Sociology, CSCW, and working with customers
The social and interactional dimensions of human-computer interfaces
Social interaction in the use and design of a workstation: two contexts of interaction
The social and interactional dimensions of human-computer interfaces
Telephone operators as knowledge workers: consultants who meet customer needs
CHI '95 Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Computer-mediated interpersonal communication: the HCHI approach
Computers, communication and mental models
Designing for the dynamics of cooperative work activities
CSCW '98 Proceedings of the 1998 ACM conference on Computer supported cooperative work
Design for individuals, design for groups: tradeoffs between power and workspace awareness
CSCW '98 Proceedings of the 1998 ACM conference on Computer supported cooperative work
Call center simulation in Bell Canada
Proceedings of the 31st conference on Winter simulation: Simulation---a bridge to the future - Volume 2
Machinery in the new factories: interaction and technology in a bank's telephone call centre
CSCW '00 Proceedings of the 2000 ACM conference on Computer supported cooperative work
The use of auditory feecback in call centre CHHI
CHI '02 Extended Abstracts on Human Factors in Computing Systems
The Future of Customer Contact
BT Technology Journal
Designing novel interactional workspaces to support face to face consultations
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Understanding and enhancing call centre computer-
CHI '03 Extended Abstracts on Human Factors in Computing Systems
Interface-to-face: sharing information with customers in service encounters
CHI '10 Extended Abstracts on Human Factors in Computing Systems
International Journal of Technology and Human Interaction
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Customer service can be provided over various communication modes, such as face-to-face, telephone, email or websites. In this paper we examine a setting where a service, such as travel planning, is provided to a customer through a human agent, either face-to-face or via telephone. Specifically, the setting requires three entities, a customer who has approached a business, a representative for the organisation and a computer which the representative uses to support the task. Two experiments were conducted to investigate how the two human entities interact over two different communication modes (face-to-face and telephone) when there is also a computer involved in the interaction. The results showed a significantly shorter task completion time via telephone. There was also a difference in the style of communication, with face-to-face having more single activities (such as talking only), while when using the telephone there was more doubling up in activities (talking while also searching on the computer). There was only a small difference in subjective satisfaction. The results suggest that telephone interaction, although containing fewer communication cues (such as body language), is not necessarily an impoverished mode. Telephone interaction is less time consuming and more task-focused.