Designing a cross-channel information management tool for workers in enterprise task forces

Authors:
Gregorio Convertino;Sanjay Kairam;Lichan Hong;Bongwon Suh;Ed H. Chi
Affiliations:
Palo Alto Research Center (PARC), Palo Alto, CA;Palo Alto Research Center (PARC), Palo Alto, CA;Palo Alto Research Center (PARC), Palo Alto, CA;Palo Alto Research Center (PARC), Palo Alto, CA;Palo Alto Research Center (PARC), Palo Alto, CA
Venue:
Proceedings of the International Conference on Advanced Visual Interfaces
Year:
2010

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Abstract

This paper presents a research project on the design of a cross-channel information management tool for knowledge workers: we focus on IT services professionals in a large enterprise who work in multiple ad hoc task forces. Through three rounds of investigation, we characterized their work practices and needs, specified their requirements for a cross-channel information management tool, and designed and evaluated a prototype to address these needs. We found that these workers shared the problem of managing information across multiple channels, requiring better support for aggregating, filtering, and organizing this information. We report the requirements elicited and the prototypes built during the design process.