Why CSCW applications fail: problems in the design and evaluationof organizational interfaces
CSCW '88 Proceedings of the 1988 ACM conference on Computer-supported cooperative work
What is coordination theory and how can it help design cooperative work systems?
CSCW '90 Proceedings of the 1990 ACM conference on Computer-supported cooperative work
Tree visualization with tree-maps: 2-d space-filling approach
ACM Transactions on Graphics (TOG)
The interdisciplinary study of coordination
ACM Computing Surveys (CSUR)
Coordination mechanisms: towards a conceptual foundation of CSCW systems design
Computer Supported Cooperative Work - Special issue on the design of cooperative systems
Temporal Coordination –On Time and Coordination of CollaborativeActivities at a Surgical Department
Computer Supported Cooperative Work
Handbook of Usability Testing: How to Plan, Design, and Conduct Effective Tests
Handbook of Usability Testing: How to Plan, Design, and Conduct Effective Tests
Learning to use a text processing system: Evidence from “thinking aloud” protocols
CHI '82 Proceedings of the 1982 Conference on Human Factors in Computing Systems
INFOVIS '00 Proceedings of the IEEE Symposium on Information Vizualization 2000
A Comparison of 2-D Visualizations of Hierarchies
INFOVIS '01 Proceedings of the IEEE Symposium on Information Visualization 2001 (INFOVIS'01)
Cocktailmaps: a space-filling visualization method for complex communicating systems
AVI '96 Proceedings of the workshop on Advanced visual interfaces
Tree-Maps: a space-filling approach to the visualization of hierarchical information structures
VIS '91 Proceedings of the 2nd conference on Visualization '91
Ordering Systems: Coordinative Practices and Artifacts in Architectural Design and Planning
Computer Supported Cooperative Work
Design guidelines for system administration tools developed through ethnographic field studies
Proceedings of the 2007 symposium on Computer human interaction for the management of information technology
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
RELT: visualizing trees on mobile devices
VISUAL'07 Proceedings of the 9th international conference on Advances in visual information systems
Coordinating e-government service delivery
Proceedings of the 11th Annual International Digital Government Research Conference on Public Administration Online: Challenges and Opportunities
Collaboration in system administration
Communications of the ACM
Proceedings of the 16th ACM international conference on Supporting group work
Information needs of system administrators in information technology service factories
CHIMIT '11 Proceedings of the 5th ACM Symposium on Computer Human Interaction for Management of Information Technology
Knowledge and information and needs of system administrators in IT service factories
Proceedings of the 10th Brazilian Symposium on on Human Factors in Computing Systems and the 5th Latin American Conference on Human-Computer Interaction
Proceedings of the 30th ACM international conference on Design of communication
Using Social Analytics for Studying Work-Networks: A Novel, Initial Approach
SBSC '12 Proceedings of the 2012 Brazilian Symposium on Collaborative Systems
Taming Information Technology: Lessons from Studies of System Administrators
Taming Information Technology: Lessons from Studies of System Administrators
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Collaboration in matrix organizations brings challenges involving decision support, communication, knowledge sharing, and, mainly, awareness. By implementing Lean Principles, organizations improve different aspects of service providing. However, the broad view of clients and the detailed knowledge regarding clients' business are reduced when a team serves different clients in a matrix structured service provider. This work presents a system developed after a 30 months long investigation of daily practices and needs of workers of an IT (Information Technology) service delivery factory. The developed system aims at raising awareness and supporting workers communication. The system's conception, design, and development, counted on interviews, focus groups, and usability test. Along the manuscript, results from informal activities are presented, while the formal user test is detailed in the evaluation section. Our collaboration is twofold: (1) in-depth description of cross-department coordination challenges and mechanisms in a very-large IT service delivery organization; (2) presenting the developed system and the rational behind it. We expect researchers and practitioners working on similar problems to benefit from the research detailed in this work.