Invisible emotion: information and interaction in an emergency room

Authors:
Helena M. Mentis;Madhu Reddy;Mary Beth Rosson
Affiliations:
The Pennsylvania State University, University Park, PA, USA;The Pennsylvania State University, University Park, PA, USA;The Pennsylvania State University, University Park, PA, USA
Venue:
Proceedings of the 2010 ACM conference on Computer supported cooperative work
Year:
2010

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Abstract

Emotions are an often overlooked aspect of work since they are not included in formal work models. However, they continue provide critical information as well as be part of a rich social context for action. The following study focuses on the expression of emotions within the context of a particular work environment -- an emergency room -- and high-lights how it is used, why it is invisible in the work, and how it continues to persist through workarounds. These workarounds provide indications towards the design of so-ciotechnical systems to continue to support the expression of invisible emotions.