POE 2.0: exploring the potential of social media for capturing unsolicited post-occupancy evaluations

Dalton, Ruth; Kuliga, Saskia; Höelscher, Christoph

doi:10.1080/17508975.2013.800813

Cited by 16 publications

(8 citation statements)

References 14 publications

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“…It is an enigmatic building having both won a significant number of awards whilst simultaneously dividing the opinion of its users, some of whom find it practically dysfunctional (Conroy Dalton et al 2013). In our quest to unearth the source of its dysfunctionality we examined OMA's design process and discovered a strong focus on the user: in particular, a series of diagrams or 'scenarios' that OMA produced in order to develop the design (Ferré et al 2004).…”

Section: Case Study: Seattle Public Librarymentioning

confidence: 99%

Applying HCI Methods and Concepts to Architectural Design (Or Why Architects Could Use HCI Even If They Don’t Know It)

Krukar

Dalton

Hölscher

2016

Human–Computer Interaction Series

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The act of designing a building is indirectly, but conceptually very closely, linked to the user experience of its final outcome. It is this experience which often constitutes a major criterion for assessing the quality of the architect's work. And yet, it would be a gross overstatement to suggest that architectural design is a user-centered process.On a more generic level, designing any physical object acting as a catalyst for the final experience can be viewed as an act of designing a human-artifact interaction where the 'artifact' (be it a building or a computer device) serves as an interface for the ultimate behavior or emotional reaction. This chapter argues, that the field of Human-Computer Interaction (HCI) can be viewed as a source of inspiration for architects wishing to incorporate, or enhance, user-centric planning routines in their creative workflows.Drawing from the methodological toolbox of HCI, we demonstrate how usercentric planning can be placed in a structured framework, with tested and easy-toapply methods serving as the vehicle for holistic user-centered planning processes.The chapter proposes a formal model for understanding usability and user experience in the architectural context, demonstrates a number of methods suitable for its application, and concludes with a case study of an attempted use of one of such methods in an award-winning (yet, not necessarily user-friendly) public library project.

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Section: Case Study: Seattle Public Librarymentioning

confidence: 99%

Applying HCI Methods and Concepts to Architectural Design (Or Why Architects Could Use HCI Even If They Don’t Know It)

Krukar

Dalton

Hölscher

2016

Human–Computer Interaction Series

Self Cite

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“…Given the wide range of reactions to the SCL in terms of its wayfinding challenges (e.g., Dalton, Kuliga, & Hölscher, 2013), we anticipated that the building would tax the sense of direction and be particularly unnerving to those with high spatial anxiety. As such, we predicted that these self-perception measures would be correlated with wayfinding performance, especially in our most challenging tasks.…”

Section: Individual Differences In Spatial Reasoning and Wayfinding Smentioning

confidence: 99%

Exploring Individual Differences and Building Complexity in Wayfinding: The Case of the Seattle Central Library

Kuliga

Nelligan

Dalton

et al. 2019

Environment and Behavior

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This article focuses on the interactions between individual differences and building characteristics that may occur during multi-level wayfinding. Using the Seattle Central Library as our test case, we defined a series of within-floor and between-floor wayfinding tasks based on different building analyses of this uniquely designed structure. Tracking our 59 participants while they completed assigned tasks on-site, we examined their wayfinding performance across tasks and in relation to a variety of individual differences measures and wayfinding strategies. Both individual differences and spatial configuration, as well as the organization of the physical space, were related to the wayfinding challenges inherent to this library. We also found wayfinding differences based on other, non-spatial features, such as semantic expectations about destinations. Together, these results indicate that researchers and building planners must consider the interactions among building, human, and task characteristics in a more nuanced fashion.

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“…User post-occupancy feedback refers to the facilities' performance information collected from end-users and it is in the form of compliments and complaints [7]. User post-occupancy feedback can be gathered via both formal and informal channels, such as social media, internal memos, e-mail, face-to-face reporting and phone calls [6,8,9]. User post-occupancy feedback reflects users' needs and their level of satisfaction on the facilities in use [10].…”

Section: Introductionmentioning

confidence: 99%

Organisational Justice Analysis of Facility Managers’ Responses to User’s Post-Occupancy Feedback

2021

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There has been growing interest in how to foster collaborative relationships between facility managers and end-users to obtain user-centred post-occupancy data for improving design and user satisfaction. Despite this attempt, there is little understanding on how facility managers respond to user feedback and its impact on user post-feedback behaviours. Drawing from theoretical insights from organisational justice, organisational response, and service quality studies and using a case study of higher education facilities in Australia, how facility managers manage user feedback to drive collaboration between facility managers and users during occupancy is explored. Various methods were used in this case study research, including document analysis, interviews, and observations. The research findings indicate that facilitation, timeliness, redress, apology and explanation, and attentiveness and efforts are applicable to facilities management (FM) services and could influence user post-feedback behaviour. Current responses to user feedback are not satisfactory, resulting in a poor relationship between facility managers and users that negates service acceptance and the engagement in a positive word-of-mouth. To foster more facility manager–user collaborative relationships in post-occupancy evaluation, and position FM as a service organisation, there is a need for improvements in current FM responses to user feedback and the effective management of user post-feedback behaviours.

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POE 2.0: exploring the potential of social media for capturing unsolicited post-occupancy evaluations

Cited by 16 publications

References 14 publications

Applying HCI Methods and Concepts to Architectural Design (Or Why Architects Could Use HCI Even If They Don’t Know It)

Applying HCI Methods and Concepts to Architectural Design (Or Why Architects Could Use HCI Even If They Don’t Know It)

Exploring Individual Differences and Building Complexity in Wayfinding: The Case of the Seattle Central Library

Organisational Justice Analysis of Facility Managers’ Responses to User’s Post-Occupancy Feedback

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