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CSCW '94 Proceedings of the 1994 ACM conference on Computer supported cooperative work
The customer service office simulation
WSC '95 Proceedings of the 27th conference on Winter simulation
Answer Garden 2: merging organizational memory with collaborative help
CSCW '96 Proceedings of the 1996 ACM conference on Computer supported cooperative work
SIGUCCS '97 Proceedings of the 25th annual ACM SIGUCCS conference on User services: are you ready?
Contextual design: defining customer-centered systems
Contextual design: defining customer-centered systems
Considering an organization's memory
CSCW '98 Proceedings of the 1998 ACM conference on Computer supported cooperative work
Integrating organizational memory and performance support
IUI '99 Proceedings of the 4th international conference on Intelligent user interfaces
The Invisible World of Intermediaries: A Cautionary Tale
Computer Supported Cooperative Work - Special issue: a web on the wind: the structure of invisible work
MoCCA: A Mobile Communication and Computing Architecture
ISWC '99 Proceedings of the 3rd IEEE International Symposium on Wearable Computers
Over the Shoulder Learning: Supporting Brief Informal Learning
Computer Supported Cooperative Work
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This paper describes the evolution of a concept, Contact Point, the research process through which it evolved, and the work context and practices which drove its evolution. Contact Point is a web-based application that helps a business manage its relationships with its customers. It can also be used within a business as a means for managing the relationship between parts of the business. In this paper we describe a study of the applicability of Contact Point to the technical services organization and field personnel of a medical device manufacturer. We found that there were opportunities to potentially reduce call volume through Contact Point. We discovered, however, that the technical service representatives sometimes filled roles other than providing information in their telephone conversations with field personnel. These functions included reassuring callers that the callers' answers to questions were correct, providing a rationale for information, and redirecting calls to other departments. The ability to share a document and collaborate in real time was viewed as very valuable. We also discovered that the field personnel need information from a variety of other people in order to do their jobs. These observations were used to enhance the next iteration of Contact Point and to develop strategies for the introduction of Contact Point to users.