How IT-Artifacts Disturb Advice Giving -- Insights from Analyzing Implicit Communication

Tuning in to More Interactivity – Learning from IT Support for Advisory Service Encounters

“…It was also used to generate better visualizations and to streamline and standardize the experience across encounters (Heyman and Artman 2015). Nevertheless, studies repeatedly report on the problems of such modern systems regarding the quality of communication (Kilic et al 2016;Schwabe and Nussbaumer 2009). Depending on its features and usage scenario, IT may destroy entrance sequences in advisory encounters (Pearce et al 2008) or introduce hesitations and unnecessary repair sequences in implicit and explicit communication (Kilic et al 2016).…”

“…Nevertheless, studies repeatedly report on the problems of such modern systems regarding the quality of communication (Kilic et al 2016;Schwabe and Nussbaumer 2009). Depending on its features and usage scenario, IT may destroy entrance sequences in advisory encounters (Pearce et al 2008) or introduce hesitations and unnecessary repair sequences in implicit and explicit communication (Kilic et al 2016). This reflects the basic dilemma of collaboration support (Briggs et al 2013): IT has advantages in terms of process and product support, and enforces quality standards and practices, but bears great challenges if it comes to the quality of communication between people.…”

“…However, IT systems developed along the lines of problem solving and, especially, the processual dimension of IPS were reported to compromise exactly on the human interaction. The available studies focus on single breakdown episodes and miss to point to the larger dimensions of communication that get affected (Kilic et al 2016;Mogicato et al 2009) and do not explain the problems in terms of communication mechanisms, but reduce them to usability issues (Heinrich, Kilic, Aschoff, et al 2014;Pearce et al 2008) This paper explores the impact of modern IT systems on the interactivity in the advisory service encounters in terms of repetitive patterns and describes a general communication mechanism that explains the observations.…”

Advancing Collaboration Engineering: New ThinkLets for Dyadic Problem Solving and an Application for Mobile Advisory Services

“…The banking industry, for example, seeks to recover lost reputation and trust by offering more-transparent advice to small investors [23]. New regulations require that they take the transfer of knowledge to their clients more seriously [15] and also better understand their clients' needs [18].…”

Why do you ask all those questions? Supporting client profiling in financial service encounters

“…If such IT is designed appropriately, it has been shown to enhance transparency [34], customer satisfaction [34,35], stimulation of the client [32] and knowledge transfer [20]. If designed inappropriately, IT can decrease the quality of interaction [24], impair the client-advisor relationship [19] and lead to cognitive overload for clients and advisors [24].…”