The integration of computing and routine work
ACM Transactions on Information Systems (TOIS) - Special issue: selected papers from the conference on office information systems
Computers and other interactive technologies for the home
Communications of the ACM
Winona gets wired: technical difficulties in the home
Communications of the ACM
interactions
Technology probes: inspiring design for and with families
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Notes towards an ethnography of domestic technology
DIS '02 Proceedings of the 4th conference on Designing interactive systems: processes, practices, methods, and techniques
The fuzzy felt ethnography—understanding the programming patterns of domestic appliances
Personal and Ubiquitous Computing
Design in the absence of practice: breaching experiments
DIS '04 Proceedings of the 5th conference on Designing interactive systems: processes, practices, methods, and techniques
Domestic Routines and Design for the Home
Computer Supported Cooperative Work
The video window: my life with a ludic system
Personal and Ubiquitous Computing
Broken expectations in the digital home
CHI '06 Extended Abstracts on Human Factors in Computing Systems
How it works: a field study of non-technical users interacting with an intelligent system
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
Place and Technology in the Home
Computer Supported Cooperative Work
Fostering user-developer collaboration with infrastructure probes
Proceedings of the 2008 international workshop on Cooperative and human aspects of software engineering
More than meets the eye: transforming the user experience of home network management
Proceedings of the 7th ACM conference on Designing interactive systems
Deploying research technology in the home
Proceedings of the 2008 ACM conference on Computer supported cooperative work
Troubles with the internet: the dynamics of help at home
Human-Computer Interaction
Computer help at home: methods and motivations for informal technical support
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Computer Supported Cooperative Work
Pervasive '08 Proceedings of the 6th International Conference on Pervasive Computing
The ins and outs of home networking: The case for useful and usable domestic networking
ACM Transactions on Computer-Human Interaction (TOCHI)
Please help!: patterns of personalization in an online tech support board
Proceedings of the fourth international conference on Communities and technologies
The roles that make the domestic work
Proceedings of the 2010 ACM conference on Computer supported cooperative work
Portable, but not mobile: a study of wireless laptops in the home
PERVASIVE'07 Proceedings of the 5th international conference on Pervasive computing
Yours, mine and ours? sharing and use of technology in domestic environments
UbiComp '07 Proceedings of the 9th international conference on Ubiquitous computing
How smart homes learn: the evolution of the networked home and household
UbiComp '07 Proceedings of the 9th international conference on Ubiquitous computing
Digital plumbing: the mundane work of deploying UbiComp in the home
Personal and Ubiquitous Computing
Eden: supporting home network management through interactive visual tools
UIST '10 Proceedings of the 23nd annual ACM symposium on User interface software and technology
The effects of life disruptions on home technology routines
Proceedings of the 16th ACM international conference on Supporting group work
When the implication is not to design (technology)
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Supporting advice sharing for technical problems in residential settings
Supporting advice sharing for technical problems in residential settings
Interaction design research with adolescents: methodological challenges and best practices
Proceedings of the 12th International Conference on Interaction Design and Children
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Why do user experience problems with home computing persist, despite several decades worth of academic study and countless technological innovations to overcome these issues? This paper presents the results of a multi-week trial investigating technical support practices in North American homes using a combination of breaching experiments and custom software. What this study uncovered was not a one-size-fits-all solution to technical problems in residential settings, but instead a rich description of the articulation work required to acquire devices, maintain and configure them over time, and seek help when problems occur. Based on this study, I argue that many of the user experience problems experienced with home computing and electronics are due to issues related to individual agency rather than technical or user interface characteristics of any given technology combination. Additionally, I make a case for the use of breaching experiments to study phenomenon related to technologies infrastructures that are difficult to capture via other traditionally used methods.