Moving out from the control room: ethnography in system design
CSCW '94 Proceedings of the 1994 ACM conference on Computer supported cooperative work
Social interaction in the use and design of a workstation: two contexts of interaction
The social and interactional dimensions of human-computer interfaces
Talk and embodiment in collaborative virtual environments
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Designing trust into online experiences
Communications of the ACM
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
Rationalizing Medical Work: Decision-Support Techniques and Medical Practices
Rationalizing Medical Work: Decision-Support Techniques and Medical Practices
Video-Mediated Communication
Chalk and cheese: BPR and ethnomethodologically informed ethnography in CSCW
ECSCW'95 Proceedings of the fourth conference on European Conference on Computer-Supported Cooperative Work
Patterns of cooperative interaction: Linking ethnomethodology and design
ACM Transactions on Computer-Human Interaction (TOCHI)
Everyday practices with mobile video telephony
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Representations can be good enough
ECSCW'05 Proceedings of the ninth conference on European Conference on Computer Supported Cooperative Work
How Can I Help You? Call Centres, Classification Work and Coordination
Computer Supported Cooperative Work
Users as contextual features of software product development and testing
Proceedings of the 2007 international ACM conference on Supporting group work
Introduction to this special issue on talking about things in mediated conversations
Human-Computer Interaction
Things to talk about when talking about things
Human-Computer Interaction
Talking about distributed communication and medicine: on bringing together remote and local actors
Human-Computer Interaction
Talking about talking about things
Human-Computer Interaction
Diagnostic Reasoning in the Use of Travel Management System
Computer Supported Cooperative Work
Computer Supported Cooperative Work
Putting things in focus: establishing co-orientation through video in context
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Constructing CSCW: The First Quarter Century
Computer Supported Cooperative Work
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Organizations have increasingly been seeking to interact with their customers using more "remote channels" such as telephone and computer-based technologies. This process has been a part of dramatic technological upheavals as technology enters into customer interactions. This article examines examples of this changing relationship, documenting the role of technology in delivering banking services over remote channels. We present details from two ethnographic studies concerning physical and digital representations of artifacts, talk, and the organization of customer-facing work and their relevance in "designing for the expanded interface." In telephone banking, sharing of objects and reconciliation between different instantiations are achieved through conversation. In video-conferencing, despite visual access to the same artifact, operators still need to guide customers around objects, explaining what they are seeing and what is happening. We look at the use of scripts designed to standardize operator interactions, the demeanor work undertaken by operators to account for the behavior of technology, attempts to configure customer interactions, and issues of trust in such technologically mediated communication.