Abstract
This chapter discusses, as an example of a resource in use, the Zephyr Help Instance as used at MIT. The Zephyr Help Instance is a chat-like system that allows users to ask questions and other users to answer. The Zephyr Help Instance has the social and technical affordances for continued use as socio-technical system in its environment of use and has become a resource for its users.
This chapter highlights many of the structures and interactions necessary for the adoption of a system to serve as a sustained and dependable resource in people’s environment. To continue providing help, the Help Instance requires, like any sociality, a common-enough understanding of the space’s purpose, a shared understanding of the key roles (i.e., questioners and answerers), some norms about acceptable and preferred behavior, and a positive adaptation to the organizational culture. In other words, in order to continue as a social place, there must be a negotiated social order. The Zephyr Help Instance is a simple but successful and effective example of this. The way these social mechanisms work together and reinforce one another allows Zephyr to function appropriately for its users-to become a resource for them.
As well, in the Zephyr system’s technical capabilities for new instances (for policing of the topics), the system speed (for background attending), the public messages (for rewarding and recruiting answerers), as well as, paradoxically, the lack of memory and the poor display options (for background attending) provide technical affordances for these social mechanisms.
We found that the Help Instance’s users have made creative use of system affordances to organize and regulate their electronic social space. Users were able to seize upon the system features for their own social purposes. The Zephyr Help Instance became a resource in the users’ world, allowing them to create and maintain a socially useful and usable system over time.
This is a preview of subscription content, log in via an institution.
Buying options
Tax calculation will be finalised at checkout
Purchases are for personal use only
Learn about institutional subscriptionsPreview
Unable to display preview. Download preview PDF.
References
Aaronson A, Carroll JM (1987) Intelligent help in a one-shot dialog: A protocol study. Proceedings of CHI + GI’87, pp. 163–168.
Ackerman MS, Palen L (1996) The zephyr help instance: Promoting ongoing activity in a CSCW system. In: Proceedings of the ACM Conference on Human Factors in Computing Systems (CHI’96).
Berger PL (1967) The Sacred Canopy. Anchor, New York.
Bowers J (1994) The work to make a network work: Studying CSCW in action. Proceedings of the ACM Conference on Computer-Supported Cooperative Work (CSCW’94), pp. 287–298.
Campagnoni FR, Ehrlich K (1989) Information retrieval using a hypertext-based help system. Proceedings of the ACM Conference on Information Retrieval (SIGIR ‘89), pp. 212–220.
Davis F (1968) Professional socialization as subjective experience. In: Becker HS, Geer B, Riesman D, Weiss RS (eds.) Institutions and the person: Papers presented to Everett C. Hughes. Aldine, Chicago.
DellaFera CA, Eichin MW, French RS, Jedlinsky DC, Kohl JT, Sommerfeld WE (1988) The zephyr notification service. Proceedings of the Usenix Technical Conference, pp. 213–220.
Finholt TA (1993) Outsiders on the inside: Sharing information through a computer archive. Carnegie Mellon University, Ph.D. thesis.
Garfinkel H (1967) Studies in Ethnomethodology. Prentice-Hall, Englewood Cliffs, NJ.
Grudin J, Palen L (1995) Why groupware succeeds: Discretion or mandate? Proceedings of the 4th European Conference on Computer-Supported Cooperative Work (ECSCW’95), pp. 263–278.
Hiltz SR, Turoff M (1981) The evolution of user behavior in a computerized conferencing system. Communications of the ACM, 24(11): 739–762.
Hutchins E (1995) Cognition in the Wild. MIT Press, Cambridge, MA.
Hutchins E, Palen L (1993) Constructing meaning from space, gesture and talk. Proceedings of NATO Workshop on Discourse, Tools and Reasoning.
Kearsley G (1988) Online Help Systems: Design and Implementation. Ablex, Norwood, NJ.
Malone TW (1985) Designing organizational interfaces. Proceedings of CHI’85, pp. 66–71.
Orlikowski WJ (1992) Learning from notes: Organizational issues in groupware implementation. Proceedings of the ACM Conference on Computer-Supported Cooperative Work (CSCW’92), pp. 362–369.
Randall D, Hughes JA (1995) Sociology, CSCW, and working with customers. In: Thomas PJ (ed.) The Social and Interactional Dimensions of Human-Computer Interaction. Cambridge University, New York.
Sproull L, Kiesler S (1991) Connections. MIT Press, Cambridge, MA.
Strauss A (1991) Creating Sociological Awareness. Transaction, New Brunswick, NJ.
Rights and permissions
Copyright information
© 2008 Springer-Verlag London Limited
About this chapter
Cite this chapter
Ackerman, M.S., Palen, L. (2008). The Zephyr Help Instance as a CSCW Resource. In: Resources, Co-Evolution and Artifacts. Computer Supported Cooperative Work. Springer, London. https://doi.org/10.1007/978-1-84628-901-9_2
Download citation
DOI: https://doi.org/10.1007/978-1-84628-901-9_2
Publisher Name: Springer, London
Print ISBN: 978-1-84628-900-2
Online ISBN: 978-1-84628-901-9
eBook Packages: Computer ScienceComputer Science (R0)