Discourse/s in/of CSCW

Roth, Wolff‐Michael; Tenenberg, Josh; Socha, David

doi:10.1007/s10606-016-9258-5

Cited by 9 publications

(3 citation statements)

References 33 publications

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“…Although, it is clear that the context might limit the choice of what role each participant might take. So far, the ritual perspective as proposed in the current paper has been only rarely considered in the CSCW and then, mostly, in theoretical considerations [63], however, in related disciplines it has been recently employed, e.g., in the context of game design [5,21].…”

Section: Advisory Services As Physical Ritualsmentioning

confidence: 99%

Pen-and-paper Rituals in Service Interaction

Dolata

Agotai

Schubiger

et al. 2019

Proc. ACM Hum.-Comput. Interact.

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Advisory services are ritualized encounters between an expert and an advisee. Empathetic, high-touch relationship between those two parties was identified as the key aspect of a successful advisory encounter. To facilitate the high-touch interaction, advisors established rituals which stress the unique, individual character of each client and each single encounter. Simultaneously, organizations like banks or insurances rolled out tools and technologies for use in advisory services to offer a uniform experience and consistent quality across branches and advisors. As a consequence, advisors were caught between the high-touch and high-tech aspects of an advisory service. This manuscript presents a system that accommodates for high-touch rituals and practices and combines them with high-tech collaboration. The proposed solution augments pen-and-paper practices with digital content and affords new material performances coherent with the existing rituals. The evaluation in realistic mortgage advisory services unveils the potential of mixed reality approaches for application in professional, institutional settings. The blow-by-blow analysis of the conversations reveals how an advisory service can become equally high-tech and high-touch thanks to a careful ritual-oriented system design. As a consequence, this paper presents a solution to the tension between the high-touch and high-tech tendencies in advisory services.

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Section: Advisory Services As Physical Ritualsmentioning

confidence: 99%

Pen-and-paper Rituals in Service Interaction

Dolata

Agotai

Schubiger

et al. 2019

Proc. ACM Hum.-Comput. Interact.

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“…Building on Isaac's discussion of his own isolation too, there are opportunities for VAs to do more than simply leveraging the use of Alexa 'skills' to handle occasions where people speak to the device when they are experiencing high anxiety [62]. This reflects Roth's description of how engagement technology can move from the individual to the wider, social environment [66]. As such, this reflects an opportunity that the device again, does not currently support; the transition to social settings for an individual.…”

Section: Transferabilitymentioning

confidence: 99%

“…Nevertheless, the device was often personified (e.g. "Dr. Google", "her", "she), yet this is not discussed as generating any stronger confidence in the device's ability to provide credible information, as has been discussed in previous CSCW literature around fostering shared use [66], and it is in fact suggested by participants that sustained human use is required in order to make (e.g. exercise) a credible long-term health benefit.…”

Section: Credibility and Intersubjectivitymentioning

confidence: 99%

Amazon Echo Show as a Multimodal Human-to-Human Care Support Tool within Self-Isolating Older UK Households

Soubutts

Ayobi

Eardley

et al. 2022

Proc. ACM Hum.-Comput. Interact.

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Although the use of voice assistants to support older adults at home shows promise, little is known about how the next generation of these devices, which also include displays, can support health and care needs. This question has become more important during COVID-19, when issues of social isolation for older adults have been exacerbated. During social distancing measures in the UK, eleven older adult households (16 participants) were interviewed before receiving an Amazon Echo Show, shortly after receiving it, and after three months of use. We identify ways in which this multi-modal device is used by people in social isolation to support social, care, and information needs in the home. We frame these findings within the growing research area of smart homes for health and care, and provide implications for the adoption, use and acceptance of these devices to support aging in place together.

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Enhancing Group Expertise and Performance Across Technology

Holford

2020

Managing Knowledge in Organizations

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Discourse/s in/of CSCW

Cited by 9 publications

References 33 publications

Pen-and-paper Rituals in Service Interaction

Pen-and-paper Rituals in Service Interaction

Amazon Echo Show as a Multimodal Human-to-Human Care Support Tool within Self-Isolating Older UK Households

Enhancing Group Expertise and Performance Across Technology

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