Plans and situated actions: the problem of human-machine communication
Plans and situated actions: the problem of human-machine communication
Strategies for encouraging successful adoption of office communication systems
ACM Transactions on Information Systems (TOIS)
SIGSMALL '88 Proceedings of the 1988 ACM SIGSMALL/PC symposium on ACTES
Putting innovation to work: adoption strategies for multimedia communication systems
Communications of the ACM
Working with “constant interruption”: CSCW and the small office
CSCW '94 Proceedings of the 1994 ACM conference on Computer supported cooperative work
Analyzing due process in the workplace
ACM Transactions on Information Systems (TOIS) - Special issue: selected papers from the conference on office information systems
Telephone operators as knowledge workers: consultants who meet customer needs
CHI '95 Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Email overload: exploring personal information management of email
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Social and psychological factors influencing the design of office communications systems
CHI '87 Proceedings of the SIGCHI/GI Conference on Human Factors in Computing Systems and Graphics Interface
Social, individual and technological issues for groupware calendar systems
Proceedings of the SIGCHI conference on Human Factors in Computing Systems
Office procedure as practical action: models of work and system design
ACM Transactions on Information Systems (TOIS)
Group and Individual Time Management Tools: What You Get is Not What You Need
Personal and Ubiquitous Computing
A collaborative assistant for email
CHI '99 Extended Abstracts on Human Factors in Computing Systems
Administrative assistants as interruption mediators
CHI '03 Extended Abstracts on Human Factors in Computing Systems
Managerial Use and Emerging Norms: Effects of Activity Patterns on Software Design and Deployment
HICSS '04 Proceedings of the Proceedings of the 37th Annual Hawaii International Conference on System Sciences (HICSS'04) - Track 1 - Volume 1
Roles and relationships for unified activity management
GROUP '05 Proceedings of the 2005 international ACM SIGGROUP conference on Supporting group work
Factors defining face-to-face interruptions in the office environment
CHI '06 Extended Abstracts on Human Factors in Computing Systems
Working together inside an emailbox
ECSCW'05 Proceedings of the ninth conference on European Conference on Computer Supported Cooperative Work
Introduction to this special issue on context-aware computing
Human-Computer Interaction
At your service: using butlers as a model to overcome the mobile attention deficit
CHI '09 Extended Abstracts on Human Factors in Computing Systems
Designing for Diagnosing: Introduction to the Special Issue on Diagnostic Work
Computer Supported Cooperative Work
Generations in the Workplace: An Exploratory Study with Administrative Assistants
UAHCI '09 Proceedings of the 5th International Conference on Universal Access in Human-Computer Interaction. Part III: Applications and Services
Repair now: collaboration between maintainers, operators and equipment in a cleanroom
Proceedings of the ACM 2012 conference on Computer Supported Cooperative Work Companion
Medical secretaries' care of records: the cooperative work of a non-clinical group
Proceedings of the ACM 2012 conference on Computer Supported Cooperative Work
EmailValet: managing email overload through private, accountable crowdsourcing
Proceedings of the 2013 conference on Computer supported cooperative work
I need someone to help!: a taxonomy of helper-finding activities in the enterprise
Proceedings of the 2013 conference on Computer supported cooperative work
Computer Supported Cooperative Work
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Assistance - work carried out by one entity in support of another - is a concept of long-standing interest, both as a type of human work common in organizations and as a model of how computational systems might interact with humans. Surprisingly, the perhaps most paradigmatic form of assistance - the work of administrative assistants or secretaries - has received almost no attention. This paper reports on a study of assistants, and their principals and managers, laying out a model of their work, the skills and competencies they need to function effectively, and reflects on implications for the design of systems and organizations.