Abstract
When working remotely with physical objects obvious problems of reference arise because of the lack of a mutually shared object. Systems aiming to support such work tend to be based on understandings of face-to-face interaction and frequently use video. However, video introduces new interactional problems. This paper describes a field study of remote interaction around objects that is telephone-centred, namely in a call centre for troubleshooting office devices. We describe how breakdowns in mutual orientation stem from three main problematics: 1) The inadequate fidelity of operators‘ support resources; 2) The lack of mutual access to indicative resources; 3) operators‘ lack of direct access to customers‘ actions and orientation. From this analysis, we have developed a design proposal for supporting such work. Rather than using video, we propose that utilising a linked problem representation would address these problems. To this end we describe our proposal for a bidirectional remote visualisation of the troubleshooting problem.
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O’Neill, J., Castellani, S., Grasso, A., Roulland, F., Tolmie, P. (2005). Representations Can be Good Enough. In: Gellersen, H., Schmidt, K., Beaudouin-Lafon, M., Mackay, W. (eds) ECSCW 2005. Springer, Dordrecht. https://doi.org/10.1007/1-4020-4023-7_14
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DOI: https://doi.org/10.1007/1-4020-4023-7_14
Publisher Name: Springer, Dordrecht
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