What is coordination theory and how can it help design cooperative work systems?
CSCW '90 Proceedings of the 1990 ACM conference on Computer-supported cooperative work
Faltering from ethnography to design
CSCW '92 Proceedings of the 1992 ACM conference on Computer-supported cooperative work
Turning away from talking heads: the use of video-as-data in neurosurgery
INTERCHI '93 Proceedings of the INTERCHI '93 conference on Human factors in computing systems
Thunderwire: a field study of an audio-only media space
CSCW '96 Proceedings of the 1996 ACM conference on Computer supported cooperative work
Computer Supported Cooperative Work
Voice Loops as Coordination Aids in Space ShuttleMission Control
Computer Supported Cooperative Work
SCANMail: a voicemail interface that makes speech browsable, readable and searchable
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
The Myth of the Paperless Office
The Myth of the Paperless Office
Connecting bridges across the digital divide
CHI '04 Extended Abstracts on Human Factors in Computing Systems
Making action visible in time-critical work
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Error correction of voicemail transcripts in SCANMail
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Accessing speech data using strategic fixation
Computer Speech and Language
Design and evaluation of systems to support interaction capture and retrieval
Personal and Ubiquitous Computing - Special Issue: User-centred design and evaluation of ubiquitous groupware
Supporting collaborative task management in e-mail
Human-Computer Interaction
ICEbox: toward easy-to-use home networking
INTERACT'07 Proceedings of the 11th IFIP TC 13 international conference on Human-computer interaction - Volume Part II
Visual reporting in time-critical work: exploring video use in emergency response
Proceedings of the 13th International Conference on Human Computer Interaction with Mobile Devices and Services
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Real time team co-ordination is a central problem for CSCW, but previous attempts to build novel systems to support it have not been greatly successful. One reason for this is that teams have often evolved highly effective work practices involving paper. In contrast to these prior negative findings, we present an instance of a successful digital system to support real-time co-ordination. Our system is designed to coordinate rapid responses to serious network failures in a telecommunications company. A critical reason for our system's success is that (in contrast to many prior studies) the primary data in our setting is speech. The support team must co-ordinate responses to trouble reports sent in voicemail messages. Our fieldwork suggests that because speech is ephemeral and not inherently visual, existing paper practices make it hard to extract information from those messages in order to construct shared visual representations of the major elements of the work. This in turn makes it difficult to co-ordinate work. Our novel system makes visible the content of these messages along with the actions that team members are taking to deal with them. An 8-month system field trial showed that making important aspects of individual work visible enhanced awareness and team coordination.