Plans and situated actions: the problem of human-machine communication
Plans and situated actions: the problem of human-machine communication
Moving out from the control room: ethnography in system design
CSCW '94 Proceedings of the 1994 ACM conference on Computer supported cooperative work
Mundane tool or object of affection?: the rise and fall of the Postal Buddy
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A review of user-interface design guidelines for public information kiosk systems
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Getting to know the 'customer in the machine'
GROUP '99 Proceedings of the international ACM SIGGROUP conference on Supporting group work
Designing trust into online experiences
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An empirical study of human Web assistants: implications for user support in Web information systems
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Video-Mediated Communication
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Chalk and cheese: BPR and ethnomethodologically informed ethnography in CSCW
ECSCW'95 Proceedings of the fourth conference on European Conference on Computer-Supported Cooperative Work
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ECSCW'97 Proceedings of the fifth conference on European Conference on Computer-Supported Cooperative Work
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HICSS '08 Proceedings of the Proceedings of the 41st Annual Hawaii International Conference on System Sciences
Making love in the network closet: the benefits and work of family videochat
Proceedings of the 2010 ACM conference on Computer supported cooperative work
You Are Not a Gadget: A Manifesto
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Interactive dialogue model: a design technique for multichannel applications
IEEE Transactions on Multimedia
A Model for the Classification of Information Kiosks in Singapore
International Journal of Information Management: The Journal for Information Professionals
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Face-to-face service, implemented as a fully automatic remote self-service, is a common way to digitalize public and private services. Continually diversifying user groups have repeatedly challenged this strategy and the user-centeredness in the systems design. Interface personalization has been used to improve web services but service production still suffers from complex interaction processes, trust, and security problems. One solution for the problems would be a human-to-human interface-based remote system via the Internet. When designed to utilize audiovisual communication in the online interaction of real people, a kiosk interface remains simple, enables the personalization of the actual customer service with the trust, security, and ease of use ensuing from the need of the service and the individual facilitating the interaction.