The Open UniversitySkip to content
 

Designing novel interactional workspaces to support face to face consultations

Rodden, Tom; Rogers, Yvonne; Halloran, John and Taylor, Ian (2003). Designing novel interactional workspaces to support face to face consultations. In: Proceedings of the SIGCHI Conference on Human Factors in Computing Systems, 5-10 Oct 2003, Fort Lauderdale, Florida, USA.

Full text available as:
[img]
Preview
PDF (Not Set) - Requires a PDF viewer such as GSview, Xpdf or Adobe Acrobat Reader
Download (407Kb)
DOI (Digital Object Identifier) Link: http://dx.doi.org/10.1145/642611.642623
Google Scholar: Look up in Google Scholar

Abstract

This paper describes the design and deployment of a novel interactional workspace, intended to provide more effective support for face-to-face consultations between two parties. We focus on the initial consultations between customer and agent that take place during the development of complex products. Findings from an ethnographic study of the existing use of technological systems show the interaction during such consultations to be disjointed and not well supported. As an alternative approach, we developed a novel arrangement of multiple displays intended to promote shoulder-to-shoulder collaboration using a variety of interlinked representations and visualizations. The resulting interactional workspace was used by a travel company as part of a large international trade show attended by the general public. The many consultations that took place between agents and customers were quite different, proving to be more equitable, open, fluid and congenial.

Item Type: Conference Item
Extra Information: ISBN:1-58113-630-7
Academic Unit/Department: Mathematics, Computing and Technology > Computing & Communications
Interdisciplinary Research Centre: Centre for Research in Computing (CRC)
Item ID: 9897
Depositing User: Michelle Bailey
Date Deposited: 22 Oct 2007
Last Modified: 10 Dec 2010 08:52
URI: http://oro.open.ac.uk/id/eprint/9897
Share this page:

Altmetrics

Scopus Citations

Actions (login may be required)

View Item
Report issue / request change

Policies | Disclaimer

© The Open University   + 44 (0)870 333 4340   general-enquiries@open.ac.uk