Designing a desktop information system: observations and issues
CHI '91 Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Evaluating video as a technology for informal communication
CHI '92 Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
A small matter of programming: perspectives on end user computing
A small matter of programming: perspectives on end user computing
Agents that reduce work and information overload
Communications of the ACM
Pointing the way: active collaborative filtering
CHI '95 Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Communications of the ACM
Usability, help desk calls, and residential Internet usage
Proceedings of the ACM SIGCHI Conference on Human factors in computing systems
Net gain: expanding markets through virtual communities
Net gain: expanding markets through virtual communities
Browsing is a collaborative process
Information Processing and Management: an International Journal
Road Ahead
Workflow from within and without: technology and cooperative work on the print industry shopfloor
ECSCW'95 Proceedings of the fourth conference on European Conference on Computer-Supported Cooperative Work
Collaborative virtual environments in the year of the dragon
Proceedings of the third international conference on Collaborative virtual environments
Evolution of Contact Point: a case study of a help desk and its users
CSCW '00 Proceedings of the 2000 ACM conference on Computer supported cooperative work
FieldWise: a mobile knowledge management architecture
CSCW '00 Proceedings of the 2000 ACM conference on Computer supported cooperative work
Critical approach to 3D virtual realities for group work
Proceedings of the second Nordic conference on Human-computer interaction
Recommending collaboration with social networks: a comparative evaluation
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Bridging the Gap between Information Resource Design and Enterprise Content Management
ICADL '02 Proceedings of the 5th International Conference on Asian Digital Libraries: Digital Libraries: People, Knowledge, and Technology
Reasoning about the role of information systems in trusting decisions
ISTA '01 Proceedings of the 2001 international conference on Information systems technology and its applications - Volume P-2
Designed for unanticipated use: common artefacts as design principle for CSCW applications
GROUP '03 Proceedings of the 2003 international ACM SIGGROUP conference on Supporting group work
Over the Shoulder Learning: Supporting Brief Informal Learning
Computer Supported Cooperative Work
Computer Supported Cooperative Work
Searching for experts in the enterprise: combining text and social network analysis
Proceedings of the 2007 international ACM conference on Supporting group work
Medical secretaries' care of records: the cooperative work of a non-clinical group
Proceedings of the ACM 2012 conference on Computer Supported Cooperative Work
Supporting content curation communities: The case of the Encyclopedia of Life
Journal of the American Society for Information Science and Technology
Computer Supported Cooperative Work
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Many observers consider traditionalintermediaries such as brokers, lenders andsalespersons anachronisms in a world where consumerscan communicate directly with providers of productsand services over computer networks. Under the samerubric, information mediators such as journalists,editors, librarians and customer supportrepresentatives are being targeted for elimination.Drawing on our ethnographically-informed studies ofcustomer support analysts and librarians, wedemonstrate that the expertise and experience ofintermediaries is often invisible – to the consumer,to the organization in which these intermediarieswork, and even to the intermediaries‘ managers. Thevaluable services provided by intermediaries are not made unnecessary by end-user access. We argue for aricher understanding of intermediation, and areallocation of functions and roles in which ’’newintermediaries‘‘ – people, software or a combinationof the two – aggregate, personalize and assure thequality of information.