The practical indispensability of articulation work to immediate and remote help-giving

Authors:
Andy Crabtree;Jacki O'Neill;Peter Tolmie;Stefania Castellani;Tommaso Colombino;Antonietta Grasso
Affiliations:
University of Nottingham, Nottingham, United Kingdom;Xerox Research Centre Europe, Meylan, France;Xerox Research Centre Europe, Meylan, France;Xerox Research Centre Europe, Meylan, France;Xerox Research Centre Europe, Meylan, France;Xerox Research Centre Europe, Meylan, France
Venue:
CSCW '06 Proceedings of the 2006 20th anniversary conference on Computer supported cooperative work
Year:
2006

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Abstract

This paper argues that the design of remote help-giving systems should be grounded in articulation work and the methodical ways in which help-givers and help-seekers coordinate their problem solving activities. We provide examples from ethnographic studies of both immediate and remote help-giving to explicate what we mean by articulation work and to tease out common and characteristic methods involved in help-seeking and the giving of expert advice. We then outline how emerging technologies might best be used to support articulation work in the design and development of systems for remote troubleshooting of devices with embedded computing capabilities.