John Bowers
ABSTRACT
This paper presents analyses of calls to a bank's telephone call centre documenting the way calls are opened, closed, and how financial services are actioned. Throughout, how the social interaction between caller and operator is interleaved with the human-computer interaction between operator and the bank's accounts database is attended to. We show participants varying in their orientation to each other and to providing and receiving database information, and how these matters are influenced by the recent introduction of more active, intelligent technology. Implications for design of interactive technology in such settings and for the study of organisations in CSCW are offered.
- 1.Bowers,J.,Button,G.and Sharrock,W.Workflow from within and without.Proc of ECSCW95,1995.]] Google Scholar
Digital Library
- 2.Bowers,J.,O 'Brien,J.&Pycock,J.Practically accompl sh ng mmersion.Proc.CSCW '96,1996.]] Google ScholarDigital Library
- 3.Bowers,J.,Pycock,J.&O 'Brien,J.Talk and Embodiment in Collaborative V rtual Environments,Proc.CHI '96,1996.]] Google ScholarDigital Library
- 4.Braverman,H.Labour and Monopoly Capital.New York: Free Books.1974.]]Google Scholar
- 5.Greatbatch,D.,Heath,C.,Luff,P.and Campion,P. Interpersonal communication and human computer interaction.Interacting with computers,5,193-216,1993]]Google Scholar
- 6.Gray,W.D.,John,B.D.and Atwood,M.E.Project Ernestine:Validating a GOMS Analysis for Predicting and Explaining Real-World Task Performances,HCI 8:(3),237- 309,1993.]]Google ScholarDigital Library
- 7.Harper,R.,Randall,D.&Rouncefield,M.Organisational Change and Retail Finance:An Ethnographic Perspective . London,Routledge 2000.]]Google Scholar
- 8.Lev nson,S.Pragmatics,Cambridge:CUP,1983.]]Google Scholar
- 9.Martin,D.,Bowers,J.&Wastell,D.The interactional affordances of technology:an ethnography of humancomputer nteract on n an ambulance control centre.Proc. HCI '97,1997.]] Google ScholarDigital Library
- 10.Pycock,J.and Bowers,J.Getting others to get it right.Proc. CSCW '96,1996.]]Google ScholarDigital Library
- 11.Randall,D.,Rouncefield,M.and Hughes,J.On chalk and cheese:Business process reeng neering and ethnographically J.nformed system design.Proc ECSCW95,1995.]]Google Scholar
- 12.Randall,D.O 'Brien,Rouncefield,M.and Hughes,J. Organisational memory and CSCW:Supporting the 'Mav s ' phenomenon.Proc OzCHI96,1996.]] Google ScholarDigital Library
- 13.Sacks,H.,Schegloff,E.&Jefferson,G.A simplest systematics for the organization of turn-taking in conversation.Language ,50,696-735,1974.]]Google ScholarCross Ref
- 14.Whalen,J.A technology of order production:Computer a ded dispatch in 9-1-1 communications.In G.Psathas and P. Have (eds)Situated order:Studies in the social organization of talk and embodied activities ,Washington DC,University Press of America,1995.]]Google Scholar
- 15.Whalen,J.Expert systems versus systems for experts: Computer a ded dispatch as a support system in real world env ronments.In P.Thomas (ed)The Social and Interactional Dimensions of Human-Computer Interfaces. Cambridge,CUP,1995.]] Google ScholarDigital Library
Index Terms
- Machinery in the new factories: interaction and technology in a bank's telephone call centre
Recommendations
Critical factors for determining market price of stocks traded on the Korean Stock Exchanges (KSE)
Many brokers and investors in Korea tend to believe that stock prices in Korea are unpredictable because they are determined largely by socio-political factors instead of fundamental factors of the firm. This research intends to examine the price ...
FishPong: encouraging human-to-human interaction in informal social environments
CSCW '04: Proceedings of the 2004 ACM conference on Computer supported cooperative workIn this paper we introduce <i>FishPong</i>, an interactive system designed to stimulate informal computer-supported cooperative play (CSCP) in public spaces such as coffeehouses and cafés. <i>FishPong</i> consists of a tabletop tangible user interface (...
Understanding social interactions for the design of tangible user interfaces
CLIHC '19: Proceedings of the IX Latin American Conference on Human Computer InteractionSeveral research works talk about benefits of Tangible User Interfaces in Collaborative work. However, it is still convenient to understand how people interact with tangibles medias in order to design Tangible Interfaces to support Collaboration. In the ...
Comments