Invisible emotion: information and interaction in an emergency room

Emotions are an often overlooked aspect of work since they are not included in formal work models. However, they continue provide critical information as well as be part of a rich social context for action. The following study focuses on the expression of emotions within the context of a particular work environment -- an emergency room -- and high-lights how it is used, why it is invisible in the work, and how it continues to persist through workarounds. These workarounds provide indications towards the design of so-ciotechnical systems to continue to support the expression of invisible emotions.

[1]  L. Suchman.  Plans and situated actions , 1987 .

[2]  Dennis K. Mumby,et al.  Organizations, emotion and the myth of rationality. , 1993 .

[3]  R. Lazarus.  Cognition and motivation in emotion. , 1991, The American psychologist.

[4]  Kjeld Schmidt,et al.  Taking CSCW Seriously: Supporting Articulation Work * , 1992 .

[5]  K. Pugliesi.  The Consequences of Emotional Labor: Effects on Work Stress, Job Satisfaction, and Well-Being , 1999 .

[6]  Sigal G. Barsade.  The Ripple Effect: Emotional Contagion and its Influence on Group Behavior , 2002 .

[7]  Diane H. Sonnenwald,et al.  Challenges in sharing information effectively: examples from command and control , 2006, Inf. Res..

[8]  Richard S. Lazarus,et al.  Cognition and motivation in emotion. , 1991 .

[9]  Ian Hampson,et al.  Invisible Work, Invisible Skills: Interactive Customer Service as Articulation Work , 2005 .

[10]  유창조.  Naturalistic Inquiry , 2022, The SAGE Encyclopedia of Research Design.

[11]  E. Salas,et al.  Shared mental models in expert team decision making. , 1993 .

[12]  Susan Leigh Star,et al.  Layers of Silence, Arenas of Voice: The Ecology of Visible and Invisible Work , 1999, Computer Supported Cooperative Work (CSCW).

[13]  A. Grandey.  Emotions at work: A review and research agenda , 2008 .

[14]  Kjeld Schmidt,et al.  Taking CSCW seriously , 1992, Computer Supported Cooperative Work (CSCW).

[15]  A. Hochschild,et al.  The Managed Heart: Commercialization of Human Feeling. , 1985 .

[16]  BONNIE A. NARDI,et al.  Beyond Bandwidth: Dimensions of Connection in Interpersonal Communication , 2005, Computer Supported Cooperative Work (CSCW).

[17]  Blake E. Ashforth,et al.  Emotion in the Workplace: A Reappraisal , 1995 .

[18]  A. Isen,et al.  Positive affect facilitates creative problem solving. , 1987, Journal of personality and social psychology.

[19]  Jennifer M. George,et al.  Personality, affect, and behavior in groups. , 1990 .

[20]  Elizabeth Manias,et al.  Whiteboards: mediating professional tensions in clinical practice. , 2007, Communication & medicine.

[21]  W. Stroebe,et al.  Introduction to social psychology: A European perspective , 1988 .

[22]  StarSusan Leigh,et al.  Layers of Silence, Arenas of Voice , 1999 .

[23]  Anat Rafaeli,et al.  Expression of Emotion as Part of the Work Role , 1987 .

[24]  Stephen Fineman,et al.  Understanding emotion at work , 2003 .

[25]  P. Young,et al.  Cognition and motivation. , 1961 .

[26]  Kristina Höök,et al.  Interactional empowerment , 2008, CHI.

[27]  J. Tropman,et al.  The Managed Heart: Commercialization of Human Feeling , 1984 .

[28]  R. Golembiewski.  Handbook of Organizational Behavior , 2001 .

[29]  Steve Sawyer,et al.  Always Articulating: Theorizing on Mobile and Wireless Technologies , 2006, Inf. Soc..

[30]  Phoebe Sengers,et al.  Interfaces with the ineffable: Meeting aesthetic experience on its own terms , 2008, TCHI.

[31]  A. Strauss.  Social Organization of Medical Work , 1985 .

[32]  J. Stainer,et al.  The Emotions , 1922, Nature.

[33]  R. Baumeister,et al.  Self-regulation and depletion of limited resources: does self-control resemble a muscle? , 2000, Psychological bulletin.

[34]  Paul Dourish,et al.  How emotion is made and measured , 2007, Int. J. Hum. Comput. Stud..

[35]  Mark S. Ackerman,et al.  I just don't know why it's gone: maintaining informal information use in inpatient care , 2009, CHI.

[36]  A. Strauss,et al.  Basics of qualitative research: Grounded theory procedures and techniques. , 1993 .