CSCW in Practice: an Introduction and Case Studies

1 Technological Support for Cooperation.- 1.1 Information Exchange.- 1.1.1 Speech Act Systems.- 1.1.2 Office Procedure Systems.- 1.1.3 Semi-structured Message Systems.- 1.2 Information Sharing.- 1.2.1 Textual Conferencing Facilities.- 1.2.2 Multi-user Hypertext.- 1.2.3 Real-Time Conferencing Systems.- 1.2.4 Desktop Conferencing.- 1.2.5 Multimedia Conferencing.- 1.3 Electronic Meeting Systems.- 1.4 Summary.- 2 User Interfaces for CSCW Systems.- 2.1 Introduction.- 2.2 The "Personal" Model of Computing.- 2.2.1 Mine, All Mine - But Do I Want It?.- 2.2.2 Throwing Information Over the Wall.- 2.2.3 It's Yours You Look After It.- 2.3 Applications versus Appropriate Systems.- 2.3.1 Software as Product.- 2.4 CSCW: Imposition of Common Methods of Working or Facilitation of Cooperative Working?.- 2.4.1 Access to Shared Information: Each to His Own.- 2.4.2 Cooperation: My Way.- 2.4.3 Piling Complexity upon Complexity.- 2.4.4 Groups Change As Well As Individuals.- 2.5 Implications for CSCW Interfaces.- 3 Groupware Interfaces.- 3.1 Some Standard Interface Design Guidelines.- 3.2 Designing for Groups.- 3.3 Groupware Interface Issues.- 3.3.1 Be Consistent.- 3.3.2 Provide Feedback.- 3.3.3 Use the User's Model.- 3.3.4 User-Centred Control.- 3.3.5 Use Metaphors.- 3.4 Additional Design Issues for Groupware Interfaces.- 3.4.1 Focus.- 3.4.2 Concurrency.- 3.5 Conclusion.- 4 CSCW For Real: Reflections on Experience.- 4.1 BLEND: The Pioneering Spirit.- 4.2 European Collaboration.- 4.3 Diplomacy.- 4.4 Some Reflections.- 4.5 Conclusion.- 5 Adding a Little Structure to Collaborative Writing.- 5.1 CSCW and Premature Commitment.- 5.2 The Process of Collaborative Writing.- 5.3 Strategies for Collaborative Writing.- 5.3.1 Parallel.- 5.3.2 Sequential.- 5.3.3 Reciprocal.- 5.4 Adding Structure to Collaborative Writing.- 5.4.1 Scheduling.- 5.4.2 Coordination.- 5.4.3 Constraints.- 5.4.4 Intentions.- 5.5 A Case Study in Collaborative Writing.- 5.5.1 Guidelines.- 5.6 Conclusion.- 6 Small-Scale Collaborative Writing Using Electronic Mail.- 6.1 Electronic Mail.- 6.2 Authoring and Editing.- 6.2.1 Small Groups.- 6.2.2 Larger Groups.- 6.2.3 Comparing Writing Technologies.- 6.3 Small Group Case Study.- 6.3.1 The Case Study.- 6.3.2 Learning from the Example.- 6.3.3 CSCW Authoring System Requirements.- 6.4 Conclusion.- 7 HICOM as a CSCW Environment.- 7.1 Research, Collaboration and Professional Practice.- 7.2 Computer Support for the HCI Community.- 7.3 Basic HICOM Concept and Technology.- 7.4 What HICOM Provides with Existing Technology.- 7.5 What HICOM Has Taught Us about CSCW.- 8 Using Process Technology to Support Cooperative Work: Prospects and Design Issues.- 8.1 Introduction.- 8.2 Office Automation.- 8.3 PSS: Process Support System.- 8.3.1 Background and Overview.- 8.3.2 Process Modelling in PML: A Hospital Example.- 8.3.3 A Process Model of Medical Office Work.- 8.3.4 Work in a PSS: The Electronic Medical Office.- 8.3.5 PSS and the Problem of Change.- 8.4 Current Directions: The IOPT Project.- 8.4.1 Tool Integration.- 8.4.2 Designing PSSs.- 8.4.3 Language-Action Based Process Modelling.- 8.4.4 Field Studies of Process Technology and Cooperative Work.- 8.5 Conclusion.- 9 Computer Supported Teamwork.- 9.1 Introduction.- 9.1.1 The User Interface and Support for the Task.- 9.1.2 The User Interface and Cooperative Work.- 9.1.3 Scope of this Chapter.- 9.2 The Automated Office Metaphor.- 9.3 Role Controller.- 9.4 The Book Emulator.- 9.4.1 Navigation.- 9.4.2 Type of Information and its Production.- 9.4.3 Information Capture.- 9.4.4 Information from the Keyboard.- 9.4.5 Free-Hand Sketching, Highlighter and Multi-State Hot-Spots.- 9.4.6 Schematic Drawing.- 9.4.7 DrawingBoard.- 9.4.8 Shared Captured Information.- 9.4.9 Computer Conferencing.- 9.4.10 Teamwork Support.- 9.5 Instruments for Teamwork.- 9.5.1 White-board.- 9.5.2 Limited Discussion Meetings.- 9.5.3 Limited Discussion Meetings with Drawings.- 9.5.4 Meeting with a Computational Participant.- 9.6 Discussion.- 9.6.1 Problem Areas.- 9.7 Conclusions.- 10 The Pod: A Purpose-built Environment to Support Group Working.- 10.1 Introduction.- 10.1.1 Business Trends.- 10.2 Organizational Modelling.- 10.2.1 Pyramidal Models of Organizations.- 10.2.2 External Information.- 10.2.3 Senior Managerial Information Processing Needs.- 10.3 The Pod.- 10.3.1 The Pod's Design Concepts.- 10.3.2 Evaluating the Pod.- 10.4 Conclusion.- 11 Usability Trialling for CSCW Technology: Lessons from a Structured Messaging Task.- 11.1 Structured Messaging.- 11.2 Cooperative Tasks Supported by COSMOS II.- 11.3 Evaluating COSMOS II.- 11.3.1 Trial Design.- 11.3.2 Trial Group.- 11.3.3 Pre-Trial Monitoring Period.- 11.3.4 User Support and Training for COSMOS II Trial Period.- 11.3.5 COSMOS II Trial Period.- 11.4 Technical Implementation.- 11.4.1 Speed of Operation.- 11.4.2 Reliability.- 11.4.3 Functionality.- 11.5 Trial Results.- 11.5.1 Questionnaire Findings.- 11.5.2 Interview Findings.- 11.6 Discussion of Trial Results.- 11.7 Lessons Learned from the COSMOS II Trial.- 11.7.1 From Demonstrators to Real Working Systems.- 11.7.2 Task Domain.- 11.7.3 Configurability of Structured Messaging Systems.- 11.7.4 Compatibility and Accessibility of Structured Messaging Systems.- 11.7.5 Management of Expectations.- 11.7.6 Risk Management.- 11.8 Recommendations.- 11.9 Conclusions.- References.- Name Index.

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