One is not enough: multiple views in a media space
CHI '93 Proceedings of the INTERACT '93 and CHI '93 Conference on Human Factors in Computing Systems
GestureCam: a video communication system for sympathetic remote collaboration
CSCW '94 Proceedings of the 1994 ACM conference on Computer supported cooperative work
Video helps remote work: speakers who need to negotiate common ground benefit from seeing each other
Proceedings of the SIGCHI conference on Human Factors in Computing Systems
Rethinking the design of the Internet: the end-to-end arguments vs. the brave new world
ACM Transactions on Internet Technology (TOIT)
At Home with Ubiquitous Computing: Seven Challenges
UbiComp '01 Proceedings of the 3rd international conference on Ubiquitous Computing
Commissioned Paper: Telephone Call Centers: Tutorial, Review, and Research Prospects
Manufacturing & Service Operations Management
Domestic Routines and Design for the Home
Computer Supported Cooperative Work
Where am I and who am I?: issues in collaborative technical help
CSCW '04 Proceedings of the 2004 ACM conference on Computer supported cooperative work
Broken expectations in the digital home
CHI '06 Extended Abstracts on Human Factors in Computing Systems
The practical indispensability of articulation work to immediate and remote help-giving
CSCW '06 Proceedings of the 2006 20th anniversary conference on Computer supported cooperative work
Home networking and HCI: what hath god wrought?
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Designing software for consumers to easily set up a secure home network
CHI '07 Extended Abstracts on Human Factors in Computing Systems
The work to make a home network work
ECSCW'05 Proceedings of the ninth conference on European Conference on Computer Supported Cooperative Work
Troubles with the internet: the dynamics of help at home
Human-Computer Interaction
Visual information as a conversational resource in collaborative physical tasks
Human-Computer Interaction
Fractured ecologies: creating environments for collaboration
Human-Computer Interaction
Portable, but not mobile: a study of wireless laptops in the home
PERVASIVE'07 Proceedings of the 5th international conference on Pervasive computing
ICEbox: toward easy-to-use home networking
INTERACT'07 Proceedings of the 11th IFIP TC 13 international conference on Human-computer interaction - Volume Part II
Computer help at home: methods and motivations for informal technical support
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Proceedings of the 12th ACM international conference adjunct papers on Ubiquitous computing - Adjunct
Advancing the state of home networking
Communications of the ACM
Modern software product support processes and the usage of multimedia formats
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Proceedings of the compilation of the co-located workshops on DSM'11, TMC'11, AGERE!'11, AOOPES'11, NEAT'11, & VMIL'11
Interacting with infrastructure: a case for breaching experiments in home computing research
Proceedings of the ACM 2012 conference on Computer Supported Cooperative Work
Refactoring network infrastructure to improve manageability: a case study of home networking
ACM SIGCOMM Computer Communication Review
How to motivate people to use internet at home: understanding the psychology of non-active users
Proceedings of the 10th asia pacific conference on Computer human interaction
Characterizing home network traffic: an inside view
Personal and Ubiquitous Computing
Hi-index | 0.03 |
Research focused on the user experience of home networking repeatedly finds that householders have difficulties setting up networked equipment. No research to date, however, has studied the in the moment interactions of householders with networking technical support professionals. In this paper, we analyze 21 phone calls to a technical support call center of a home network hardware manufacturer. The phone calls focus on overcoming difficulties during one particular task: adding a wireless router to an existing home network. Our results reaffirm prior studies in remote collaboration that suggest a need to support shared understandings of the problem at hand between remote parties. Our results also suggest that technical properties of the home network and the structure of the home itself complicate the social work of remote diagnosis and repair. In response, we suggest new approaches for remote home network problem diagnosis and repair, including resources for householders to reason about their home networks prior to call placement, and improved methods of inter-organizational information sharing between stakeholders.