Disembodied conduct: communication through video in a multi-media office environment
CHI '91 Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Ethnographically-informed systems design for air traffic control
CSCW '92 Proceedings of the 1992 ACM conference on Computer-supported cooperative work
Collaboration in performance of physical tasks: effects on outcomes and communication
CSCW '96 Proceedings of the 1996 ACM conference on Computer supported cooperative work
Coordination of communication: effects of shared visual context on collaborative work
CSCW '00 Proceedings of the 2000 ACM conference on Computer supported cooperative work
GestureMan: a mobile robot that embodies a remote instructor's actions
CSCW '00 Proceedings of the 2000 ACM conference on Computer supported cooperative work
Improving interpretation of remote gestures with telepointer traces
CSCW '02 Proceedings of the 2002 ACM conference on Computer supported cooperative work
Designing Collaborative Systems: A Practical Guide to Ethnography
Designing Collaborative Systems: A Practical Guide to Ethnography
ARVIKA " Augmented Reality for Development, Production and Service
ISMAR '02 Proceedings of the 1st International Symposium on Mixed and Augmented Reality
"Where Are You Pointing At?" A Study of Remote Collaboration in a Wearable Videoconference System
ISWC '99 Proceedings of the 3rd IEEE International Symposium on Wearable Computers
Proceedings of the 5th international conference on Multimodal interfaces
Comparing remote gesture technologies for supporting collaborative physical tasks
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Turn it this way: grounding collaborative action with remote gestures
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Dynamic shared visual spaces: experimenting with automatic camera control in a remote repair task
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
Media space and communicative asymmetries: preliminary observations of video-mediated interaction
Human-Computer Interaction
Fractured ecologies: creating environments for collaboration
Human-Computer Interaction
Designing Technology as an Embedded Resource for Troubleshooting
Computer Supported Cooperative Work
NLP serving the cause of language learning
eLearn '04 Proceedings of the Workshop on eLearning for Computational Linguistics and Computational Linguistics for eLearning
ISMAR '09 Proceedings of the 2009 8th IEEE International Symposium on Mixed and Augmented Reality
TeleAdvisor: a versatile augmented reality tool for remote assistance
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Challenges in creating multimedia instructions for support systems and dynamic problem-solving
Proceedings of the 12th International Conference on Knowledge Management and Knowledge Technologies
Supporting shared representations in collaborative activities: Introduction to the Special issue
International Journal of Human-Computer Studies
BeThere: 3D mobile collaboration with spatial input
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Ownership and control of point of view in remote assistance
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
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In this paper we describe how we moved from ethnographic study to design and testing of a Mixed Reality (MR) system, supporting collaborative troubleshooting of office copiers and printers. A key CSCW topic is how remotely situated people can collaborate around physical objects which are not mutually shared, without introducing new interactional problems. Our approach, grounded in an ethnographic study of a troubleshooting call centre, was to create a MR system centred on a shared 3D problem representation, rather than to use video or Augmented Reality (AR)-based systems. The key drivers for this choice were that given the devices are sensor equipped and networked, such a representation can create reciprocal viewpoints onto the current state of this particular machine without requiring additional hardware. Testing showed that troubleshooters and customers could mutually orient around the problem representation and found it a useful troubleshooting resource.