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Communications of the ACM
Heuristic evaluation of user interfaces
CHI '90 Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
An experimental study of common ground in text-based communication
CHI '91 Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Prediction and conversational momentum in an augmentative communication system
Communications of the ACM
Situating conversations within the language/action perspective: the Milan conversation model
CSCW '94 Proceedings of the 1994 ACM conference on Computer supported cooperative work
It's all in the words: supporting work activites with lightweight tools
GROUP '99 Proceedings of the international ACM SIGGROUP conference on Supporting group work
ACM Transactions on Computer-Human Interaction (TOCHI) - Special issue on interface design for safety-critical interactive systems: when there is no room for user error
Conversation space: visualising multi-threaded conversation
AVI '00 Proceedings of the working conference on Advanced visual interfaces
Collaborative process patterns for e-Business
ACM SIGGROUP Bulletin
Designing reflective dialogue to support learning from experience
ACM SIGGROUP Bulletin
Supporting communication and collaboration practices in safety-critical situations
CHI '00 Extended Abstracts on Human Factors in Computing Systems
Technology probes: inspiring design for and with families
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Performance-based usability evaluation of a safety information and alarm system
International Journal of Human-Computer Studies
Designing a mobile communicator: combining ethnography and object-oriented design
OZCHI '06 Proceedings of the 18th Australia conference on Computer-Human Interaction: Design: Activities, Artefacts and Environments
International Journal of Human-Computer Studies
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Communication between physically distributed people in industrial and safety-critical domains is often spoken and mediated through walkie-talkies, or closed-circuit intercoms. Because this kind of communication is hampered by noise, radio interference, lack of persistency, etc. vital information is sometimes lost. In response to this challenge, this paper discusses the use of 'canned' text-based messaging as a supplement for improving such communication. Based on data from ethnographic studies of work activities in an industrial domain, and grounded in a theoretical model of communication, we have designed and evaluated a mobile canned communication prototype system facilitating exchange of predefined text messages, a persistent graphical representation of the operation in progress, and a filtered list of completed tasks. Results from two evaluations show that in the domain considered, canned text-based communication has a potential to supplement voice and assist in overcoming some of the inherent problems of spoken communication. Yet using a textual and persistent mode of communication also raises new challenges such as choice of modality, speed, flexibility and handling situations deviating from standard procedures.