CEN3722 Human Computer Interaction Computer Supported Cooperative Work Dr. Ron Eaglin

Objectives Define the term computer-supported cooperative work and groupware Describe reasons for the creation and proliferation of groupware Classify various types of groupware based on function and use Different/same time Different/same place

Objectives Describe different users and functions of groupware including: Complementary partners Lecture or demonstration Necessary partners Conference Directed conference Structured work process Electronic classroom or meeting room

Objectives Describe considerations in design of groupware Describe possible sources resistance to groupware Describe organizational issues

CSCW: Groupware Groupware is a combination of: hardware and software that provide systems to enhance: co-operative work support distributed teams access to shared information, and to transfer information between individuals and groups.

CSCW Technology CSCW is based on technology which is now mature: affordable desktop computers increased availability of network access expanding communications bandwidth shared information systems

Classifications Same Time Different Time Same Place Face-to-face Conference Classroom Asynchronous Message Board Leave message Different Place Synchronous Distributed Telephone Skype/Adobe Connect/Netmeeting Chat Mail/E-Mail Discussion boards (electronic) Voice mail

Functions Communication - helps people share information Coordination - helps people coordinate their individual roles with each other Collaboration – helps multiple people work together Lets them share knowledge and expertise Automates group activities Helps create an organisational memory Overcomes challenges of geography and time

Necessary Partners Cooperation between two users who need each other to complete a task: Examples: Joint authors of a technical report, Two pathologists consulting about a cancer patient, Programmers trying to debug a program together, An astronaut and ground controller trying to repair a faulty satellite. Often, there is some electronic document or image to ‘conference over’.

Lecture or Demonstration One person shares information with many users at remote sites. Time is scheduled for all, questions may be asked by the recipients. No history is required, but replay may be possible at a later time.

Conference Group participation at the same time or spread out over time, but distributed in space. Many-to-many messaging may be used, with a record of previous conversations: Examples: A scientific meeting program committee might discuss the plans for an upcoming event, A group of students might discuss the most recent class examination.

Directed Conference A leader has a goal and supervises the online discussion: A teacher runs a virtual classroom, A project leader coordinates the completion of a report, or a manager directs a team of salespeople.

Structured Work Process A set of people with distinct roles who cooperate on some task: A scientific journal editor arranges online submission, reviewing, revisions, and publication; A health insurance agency receives, reviews, and reimburses or rejects medical bills; A university admissions committee registers, reviews, chooses, and informs high-school applicants.

Electronic Classroom or Meeting A face-to-face meeting with each user working at a computer and making simultaneous contributions. Shared and private windows, plus large screen projector, enable simultaneous shared comments and may be anonymous. Anonymity not only encourages shy participants to speak up, but also allows forceful leaders to accept novel suggestions without ego conflicts.

Design Considerations Acceptance of a CSCW depends upon competing alternatives Existing conventions and methods humans work together provides a lot of ideas for CSCW interface design. Users will evolve conventions for use of CSCW systems if they are committed to use of a system.

CSCW Design Considerations Task background. When people using the same technology come from different organisational or cultural contexts users’ expectations may clash Users of some CSCW systems may be in widely spaced time zones. This may require that at least one group operate outside normal working hours or outside normal working environment and with impoverished facilities. Sharples 1993 and Scrivener 1993 (cited in Preece et al, . P. 332)

Design Considerations Synchronous systems that work well with a small number of users may be less effective with a larger number of users. It may be necessary to introduce a group facilitator or some method of floor control Unpredictable delays can be very frustrating. A slight but consistent delay may be preferable to an inconsistent delay, but a fast responding system is by far the best.

CSCW Resistance There may be resistance to the introduction of CSCW systems due to: Employees and managers who hoard information and believe that it gives them power. When everyone has information, they lose that power and no longer have an edge over the competition Secretaries and clerks who have everything under control. Their efficiency gave them power, but when orderly files no longer matter, they risk losing their power base.

Organizational Issues The introduction of CSCW will raise a number of issues for an organization and for the individual employees: If an employee does work to support a system they should obtain a benefit from the system, if the individual has to put more work in than they get benefit, they may not use the system correctly Free-riders - some people may attempt to reap benefits of shared information without contributing Critical mass - to be really useful large number of participants are required, this may not always be practical, so CSCW should be introduced in small areas where there will be a benefit and then expanded Dix et al, p. 506-512

Organizational Issues Co-operation or conflict - Groups may have their own working practices which are at odds with those of the rest of the organization, this may discourage people from using the system correctly Power structures - managerial structures may be bypassed, the physical organization becomes unimportant, and non-verbal power cues may be lost e.g. in email conversations Invisible worker - Managers like being able to see their employees – management by presence – management by objectives is better

Objectives Define the term computer-supported cooperative work and groupware Describe reasons for the creation and proliferation of groupware Classify various types of groupware based on function and use Different/same time Different/same place

Objectives Describe different users and functions of groupware including: Complementary partners Lecture or demonstration Necessary partners Conference Directed conference Structured work process Electronic classroom or meeting room

Objectives Describe considerations in design of groupware Describe possible sources resistance to groupware Describe organizational issues