Groupware: some issues and experiences
Communications of the ACM
Awareness and coordination in shared workspaces
CSCW '92 Proceedings of the 1992 ACM conference on Computer-supported cooperative work
Populating the application: a model of awareness for cooperative applications
CSCW '96 Proceedings of the 1996 ACM conference on Computer supported cooperative work
JavaScript (2nd ed.): the definitive guide
JavaScript (2nd ed.): the definitive guide
Concurrency Control and View Notification Algorithms for Collaborative Replicated Objects
IEEE Transactions on Computers
Web-based development of complex information products
Communications of the ACM
How the Internet helps build collaborative multimedia applications
Communications of the ACM
The XML handbook (2nd ed.)
IE5, XML AND XSL Programmer's Reference
IE5, XML AND XSL Programmer's Reference
Data Management Issues and Trade-Offs in CSCW Systems
IEEE Transactions on Knowledge and Data Engineering
A Web Solution to Concurrency Awareness in Shared Data Spaces
ER '98 Proceedings of the Workshops on Data Warehousing and Data Mining: Advances in Database Technologies
A visual interface for synchronous collaboration and negotiated transactions
AVI '96 Proceedings of the workshop on Advanced visual interfaces
Aether: an awareness engine for CSCW
ECSCW'97 Proceedings of the fifth conference on European Conference on Computer-Supported Cooperative Work
A Collaborative Infrastructure for Mobile and Wireless Systems
IMWS '01 Revised Papers from the NSF Workshop on Developing an Infrastructure for Mobile and Wireless Systems
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Call centers are at the core of today's customer relation's management. Increasingly they are also utilized internally as competence and knowledge centers. Turning them into Service Centers of the Future (SCotF) requires parallel communication over several channels, including Internet services, in a distributed synchronous fashion. In this paper, we show that the emerging XML standards provide a good basis for this type of interaction. In turning e-service into a GroupWare application, we propose to apply a spatial awareness model to assist in the collaboration. We demonstrate that it can be integrated into the XML/XSL-framework. The results are compared with a previous solution, which applied proprietary tools. Questions of fidelity and a critique of the existing standards and tools complement the practical results.