CHI '90 Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
A web of fuzzy problems: confronting the ethical issues
Communications of the ACM - Special issue Participatory Design
Computing at work: empowering action by “low-level users”
Communications of the ACM
The marks are on the knowledge worker
CHI '94 Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Surrogate users: mediating between social and technical interaction
CHI '94 Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Bifocal tools for scenarios and representations in participatory activities with users
Scenario-based design
Transforming work: collaboration, learning, and design
Communications of the ACM
Communications of the ACM
Ethnocritical questions for working with translations, interpretation and their stakeholders
Communications of the ACM
Telephone operators as knowledge workers: consultants who meet customer needs
CHI '95 Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
interactions
Using the CARD and PICTIVE participatory design methods for collaborative analysis
Field methods casebook for software design
Translations in HCI: formal representations for work analysis and collaboration
Proceedings of the ACM SIGCHI Conference on Human factors in computing systems
Discerning bias in computer systems
CHI '93 INTERACT '93 and CHI '93 Conference Companion on Human Factors in Computing Systems
Ethnocritical heuristics for reflecting on work with users and other interested parties
Computers and design in context
The Psychology of Human-Computer Interaction
The Psychology of Human-Computer Interaction
Layered participatory analysis: new developments in the CARD technique
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Proceedings of the 20th annual international conference on Computer documentation
An empirical task analysis of warehouse order picking using head-mounted displays
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Medical secretaries' care of records: the cooperative work of a non-clinical group
Proceedings of the ACM 2012 conference on Computer Supported Cooperative Work
Computer Supported Cooperative Work
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This paper applies principles derived fromethnocriticism to help explain differential outcomeswith different methods used to analyze the work ofDirectory Assistance telephone operators in a large UStelecommunications company. The work of DirectoryAssistance operators provides a subtle case ofcomputer-supported cooperative work. Collaborativework between operator and customer is supported andshaped by digitized-voice and database technologies. Our work also involved the introduction of additionalvoice-recognition technologies to this human-to-humancollaboration. In a previous paper, we used methodsfrom participatory design to show that knowledge workis a major component of the operators‘ conversationswith customers. By contrast, other research usingformal cognitive task analyses had describedoperators‘ work as routine and as involving no activeproblem solving. How had evidence that we had foundso compelling been invisible to other analysts? Ianalyze the concept of ’’invisible work‘‘ as anattribute not of the work, but rather of theperspectives from which that work appeared to beinvisible. Ethnocritical heuristics help us tocontrast the analytical methods and their outcomes.