Reflections on 25 Years of Ethnography in CSCW

In this article we focus attention on ethnography’s place in CSCW by reflecting on how ethnography in the context of CSCW has contributed to our understanding of the sociality and materiality of work and by exploring how the notion of the ‘field site’ as a construct in ethnography provides new ways of conceptualizing ‘work’ that extends beyond the workplace. We argue that the well known challenges of drawing design implications from ethnographic research have led to useful strategies for tightly coupling ethnography and design. We also offer some thoughts on recent controversies over what constitutes useful and proper ethnographic research in the context of CSCW. Finally, we argue that as the temporal and spatial horizons of inquiry have expanded, along with new domains of collaborative activity, ethnography continues to provide invaluable perspectives.     

Sharing Knowledge and Expertise: The CSCW View of Knowledge Management

Knowledge Management (KM) is a diffuse and controversial term, which has been used by a large number of research disciplines. CSCW, over the last 20 years, has taken a critical stance towards most of these approaches, and instead, CSCW shifted the focus towards a practice-based perspective. This paper surveys CSCW researchers’ viewpoints on what has become called ‘knowledge sharing’ and ‘expertise sharing’. These are based in an understanding of the social contexts of knowledge work and practices, as well as in an emphasis on communication among knowledgeable humans. The paper provides a summary and overview of the two strands of knowledge and expertise sharing in CSCW, which, from an analytical standpoint, roughly represent ‘generations’ of research: an ‘object-centric’ and a ‘people-centric’ view. We also survey the challenges and opportunities ahead.     

新一代数据库技术在CSCW中的应用

支持协同工作是最重要的数据库应用之一。分析CSCW对数据库的要求,并从科研角度出发,具体阐述分布式数据库、时态数据库、实时数据库、主动数据库、移动对象数据库、时空数据库以及其它数据库(如协同数据库、多版本数据库等)等新一代数据库技术在CSCW中的应用。     

Bridging, Patching and Keeping the Work Flowing: Defect Resolution in Distributed Software Development

This paper reports on results from a long-term field study of globally distributed software development projects within a multinational organization. The research explores the issues involved in performing global software development, utilizing a perspective informed by CSCW research concerning the local organization of work practices and the key role of workers in being able to intervene in the ‘flow of work’ where necessary. The paper also raises some more general questions concerning the field of Global Software Development (GSD), in terms of the concepts and methods being used in the area. Our contribution is in the form of a CSCW-informed empirical study of the use of defect (or ‘bug’) tracking systems—systems which support the identification, classification and resolution of defects in the emerging software. In one case, the team persisted with a defect tracking system that they had used for years and maintained it in parallel with a system used by co-workers in other countries—all the while attempting to implement a bridge between the two. In the other, we report on how local software patches were created to allow for local work to proceed while not interfering with the existing coordination mechanisms between the local site and remote co-workers who were responsible for creating daily builds according to the overall project plan. In both cases, local practices were shaped by the necessity to keep work flowing across the whole project, even if this involved what might, at first sight, seem to go against project-wide practice. We discuss implications of these findings in terms of a key distinction between externally-prescribed ‘workflow’ and internally-managed ‘flow of work’ activities. We also explore how a heterogeneous ‘assembly’ of variably coupled systems may be the most appropriate image for technological support of distributed teams as they keep the work flowing in an orderly fashion. Overall, our work suggests that studies of global software development can profit from the CSCW tradition of workplace studies both conceptually and methodologically.     

CSCW系统的理论与应用研究

计算机支持的协同工作（ＣＳＣＷ）作为新兴的研究领域正受到广泛的重视，本文介绍ＣＳＣＷ的发展背景、基本概念和应用领域，分析了ＣＳＣＷ系统的功能需求和特点，指出它与传统的分布式系统的联系和区别。讨论和评述了目前国内外ＣＳＣＷ系统的关键技术的研究现状，最后讨论了ＣＳＣＷ系统存在的几个问题，给出了今后的重点研究方向。     

From Artefacts to Infrastructures

In their initial articulation of the direction of the CSCW field, scholars advanced an open-ended agenda. This continuing commitment to open-ness to different contexts and approaches is not, however, reflected in the contents of the major CSCW outlets. The field appears to privilege particular forms of cooperative work. We find many examples of what could be described as ‘localist studies’, restricted to particular settings and timeframes. This focus on the ‘here and now’ is particularly problematic when one considers the kinds of large-scale, integrated and interconnected workplace information technologies—or what we are calling Information Infrastructures—increasingly found within and across organisations today. CSCW appears unable (or unwilling) to grapple with these technologies—which were at the outset envisaged as falling within the scope of the field. Our paper hopes to facilitate greater CSCW attention to Information Infrastructures through offering a re-conceptualisation of the role and nature of ‘design’. Design within an Information Infrastructures perspective needs to accommodate non-local constraints. We discuss two such forms of constraint: standardisation (how local fitting entails unfitting at other sites) and embeddedness (the entanglement of one technology with other apparently unrelated ones). We illustrate these themes through introducing case material drawn on from a number of previous studies.     

Infrastructure Time: Long-term Matters in Collaborative Development

This paper addresses the collaborative development of information infrastructure for supporting data-rich scientific collaboration. Studying infrastructure development empirically not only in terms of spatial issues but also, and equally importantly, temporal ones, we illustrate how the long-term matters. Our case is about the collaborative development of a metadata standard for an ecological research domain. It is a complex example where standards are recognized as one element of infrastructure and standard-making efforts include integration of semantic work and software tools development. With a focus on the temporal scales of short-term and long-term, we analyze the practices and views of the main parties involved in the development of the standard. Our contributions are three-fold: 1) extension of the notion of infrastructure to more explicitly include the temporal dimension; 2) identification of two distinct temporal orientations in information infrastructure development work, namely ‘project time’ and ‘infrastructure time’, and 3) association of related development orientations, particularly ‘continuing design’ as a development orientation that recognizes ‘infrastructure time’. We conclude by highlighting the need to enrich understandings of temporality in CSCW, particularly towards longer time scales and more diversified temporal hybrids in collaborative infrastructure development. This work draws attention to the manifold ramifications that ‘infrastructure time’, as an example of more extended temporal scales, suggests for CSCW and e-Research infrastructures.     

From I-Awareness to We-Awareness in CSCW

Awareness is one of the central concepts in Computer Supported Cooperative Work, though it has often been used in several different senses. Recently, researchers have begun to provide a clearer conceptualization of awareness that provides concrete guidance for the structuring of empirical studies of awareness and the development of tools to support awareness. Such conceptions, however, do not take into account newer understandings of shared intentionality among cooperating actors that recently have been defined by philosophers and empirically investigated by psychologists and psycho-linguists. These newer conceptions highlight the common ground and socially recursive inference that underwrites cooperative behavior. And it is this inference that is often seamlessly carried out in collocated work, so easy to take for granted and hence overlook, that will require computer support if such work is to be partially automated or carried out at a distance. Ignoring the inferences required in achieving common ground may thus focus a researcher or designer on surface forms of “heeding” that miss the underlying processes of intention shared in and through activity that are critical for cooperation to succeed. Shared intentionality thus provides a basis for reconceptualizing awareness in CSCW research, building on and augmenting existing notions. In this paper, we provide a philosophically grounded conception of awareness based on shared intentionality, demonstrate how it accounts for behavior in an empirical study of two individuals in collocated, tightly-coupled work, and provide implications of this conception for the design of computational systems to support tightly-coupled collaborative work.     

The relevance of Computer Supported Cooperative Work for advanced manufacturing

Computer Integrated Manufacturing (CIM) is faced with issues which are crucial to Computer Supported Cooperative Work (CSCW). However, despite the large amount of work on Enterprise Integration and its obvious links to the CSCW field, this domain is almost totally absent in the work of the CSCW community. Therefore, this paper is intended to contribute to the discussion on the relevance of CSCW in manufacturing and to combine new concepts for cooperative work with requirements for information system design in production. Production related models, e.g., an order-driven mode of coordination, can be augmented with mechanisms of interaction for coordination, collaboration and co-decision and the design of customer/supplier chains. It is suggested, as one example, to use workflow management technology in advanced manufacturing for shop-floor production planning and control (PPC). The proposed enterprise model and support technology is especially useful for small-batch production.     

A Review of 25 Years of CSCW Research in Healthcare: Contributions, Challenges and Future Agendas

CSCW as a field has been concerned since its early days with healthcare, studying how healthcare work is collaboratively and practically achieved and designing systems to support that work. Reviewing literature from the CSCW Journal and related conferences where CSCW work is published, we reflect on the contributions that have emerged from this work. The analysis illustrates a rich range of concepts and findings towards understanding the work of healthcare but the work on the larger policy level is lacking. We argue that this presents a number of challenges for CSCW research moving forward: in having a greater impact on larger-scale health IT projects; broadening the scope of settings and perspectives that are studied; and reflecting on the relevance of the traditional methods in this field - namely workplace studies - to meet these challenges.     

Shared space: An augmented reality approach for computer supported collaborative work

Virtual Reality (VR) appears a natural medium for three-dimensional computer supported collaborative work (CSCW). However the current trend in CSCW is to adapt the computer interface to work with the user's traditional tools, rather than separating the user from the real world as does immersive VR. One solution is through Augmented Reality, the overlaying of virtual objects on the real world. In this paper we describe the Shared Space concept—the application of Augmented Reality for three-dimensional CSCW. This combines the advantages of Virtual Reality with current CSCW approaches. We describe a collaborative experiment based on this concept and present preliminary results which show that this approach may be better for some applications.     

计算机协同教学系统探究

计算机支持协同工作(CSCW)的出现,反映了人们对计算机功能需求的改变,即希望计算机系统从传统的解决计算问题发展为辅助用户间的交互活动。介绍了CSCW的基本概念和作用,对基于CSCW支持下的协同教学系统模式和功能进行了分析,对协同教学系统策略进行了研究。     

Computer Support for Social Awareness in Flexible Work

How do we conceptualize social awareness, and what support is needed to develop and maintain social awareness in flexible work settings? The paper begins by arguing the relevance of designing for social awareness in flexible work. It points out how social awareness is suspended in the field of tension that exists between the ephemerality and continuity of social encounters, exploring ways to construct identity through relationships by means of social encounters – notably those that are accidental and unforced. We probe into this issue through design research: In particular, we present three exploratory prototyping processes in an open office setting (examining the concepts of a shared calendar, personal panels, and ambient awareness cues). Field studies, conducted in parallel, have contributed to a conceptual deconstruction of CSCW concepts, resulting in a focus on cues to relatedness, to belonging, and to care. Analyzing these three prototypes in their microcosmic usage setting results in specific recommendations for the three types of applications with respect to social awareness. The experiences indicate that the metaphors a ‘shared mirror’ and ‘breadcrumbs’ are promising foundations on which to base further design. We present these analyses and suggest that the metaphors work because of their ability to map experiences from the physical space into conceptual experiences. We conclude that social awareness in flexible work must be constructed indirectly, presenting itself as an option, rather than as a consequence of being able to overhear and oversee.     

基于行为的移动协同感知模型研究

移动协同一般受到资源的限制和移动环境的干扰，影响协同工作的有效进行。基于行为（Activity）设计移动协同系统，以行为为中心构建系统，可以克服上述困难。其中，如何提供行为所围绕的感知信息是关键所在。文章提出了一个基于行为的移动协同感知模型，通过定义行动者实体、目标实体、行为阶段实体等一组感知实体对象及感知行为服务，来提供基于行为的感知信息，并在原型系统中进行了实现。模型提供了移动用户在协同工作行为中群组工作（Team Work）的所有感知要素，从而支持了用户有效完成协同工作。     

Turking in a Global Labour Market

This paper examines how working in the global labour market of Amazon Mechanical Turk (AMT) impacts upon and is understood by two different groups of workers. To do this we report on two qualitative studies; one of US and another of Indian crowdworkers (or ‘Turkers’) that we analysed from an ethnomethodological orientation. Our data is naturalistic and comes from a variety of sources—interviews, observations and forum posts—where Turkers describe their work, and their understandings of that work and of the transnational market they work in. We compare and contrast their situations, their reflections on the marketplace and its global reach, and we take a look at their understandings of one another. Our focus is on ‘the work to making turking work’ (Martin et al. 2014). That is, the work that turkers do to organise and make sense of their work as they operate in the AMT marketplace, such that they can do so effectively. AMT is a technologically mediated marketplace—that is the distribution, completion and payment of work is done online, almost completely through the AMT platform. The design of the platform has important consequences for how Turkers experience and understand the market (including its global or transnational nature). We discuss how our findings relate to a variety of CSCW issues and provide an initial examination of how they relate to globalisation both as a mundanely experienced phenomenon and as a topic of academic interest. We finish the article by drawing on our own experiences in research and design to look at how technology can be used to intervene in a market like this to try to address imbalances in power and agency between employers and workers.     

Moving with the Times: IT Research and the Boundaries of CSCW

The field of CSCW research emerged with the development of distributed computing systems and attempts to understand the socially organized (‘collaborative’ or ‘cooperative’) nature of work in order to embed such systems in the workplace. As a field of interdisciplinary inquiry CSCW was motivated by technological developments and the need to understand the particular contexts within which those developments were intended to resonate. In other words, it is no mere accident that CSCW took work as its topic and resource – the historical nature of IT research from which the field emerged meant that for all practical purposes it could not be otherwise. Yet times change. IT research moves on. Today mobile, ambient, pervasive, ubiquitous, mixed reality and wearable computing, et cetera, are of fundamental concern to the contemporary computing research community. Furthermore, these developments are accompanied by a movement away from the workplace to focus on diverse settings in everyday life: homes, games, museums, photography, tourism, performances, indeed diverse bodies of people and pursuits that generally fall under the conceptual rubric of the ‘ludic’. Accompanying this shift away from work is a call for new approaches and concepts that will enable researchers to better understand the ludic and inform design appropriately. In this paper we seek to address the boundaries of CSCW and the ability of CSCW to respond to contemporary research agendas. We present an ethnomethodological study of a location-based mixed reality game to demonstrate the continued relevance of CSCW approaches and concepts to contemporary agendas in IT research.     

Supporting Cooperation through Customisation: The Tviews Approach

User interfaces for groupware systems rarely reflectthe different requirements for support of theirend-users. Here we present an approach to designingmulti-user interfaces for cooperative systems whichbuilds on previous work from the HCI community in thearea of end-user customisation. Using this approach wehave developed an approach and a system prototype basedon tailorable views, or Tviews, which allows end-usersengaged in group working to configure theircooperative system interfaces to support theirdifferent tasks, preferences and levels of expertise.Tviews are user interface components which can bedragged and dropped over representations ofapplication objects to customise presentation,interaction and event updating properties, and canthemselves be tailored using high-level, incrementalcustomisation techniques. We discuss the implicationsof this work for CSCW system development by referenceto studies of work carried out by the CSCW communitywhich point to a need for more flexible and tailorablesystem interfaces.     

一个CSCW系统的设计与实现

随着计算机网络技术的发展,计算机支持的协同工作（CSCW）系统正逐渐成为人们研究的热点,协同式计算机辅助设计系统是一类典型的CSCW系统。本文在介绍了CSCW的基本概念之后,从系统组成的角度出发,提出了一个典型的CSCW系统是由应用子系统、信息共享平台、协同工作平台、协作管理平台、以及网络传输平台这五大部分组成的,并对其各部分的内容进行了形式化的描述和系统的分析,最后以我们开发的协同式计算机辅助设计系统－－CoopCAD为例,介绍了如何按照该结构实现一个具有实时性的协同式计算机辅助设计系统。     

基于CSCW的协同编著系统

协同编著系统是CSCW的最主要应用之一,它允许异地多个用户并发地浏览和编著一份共享文档,以最大限度地发挥群体的工作效率。文章首先给出CSCW的基本概念及分类,然后讨论了一个实际协同编辑系统的系统模型及其信息组织结构、共享并发控制、用户身份认证、访问权限控制、系统信息加密、网络通信机制等一系列问题。     

The Concept of ��Work�� in CSCW

The scope of CSCW, its focus on work, has been a topic of sporadic debate for many years ?? indeed, from the very beginning in the late 1980s. But in recent years the issue has become one of general concern. Most of this debate has been taking place in closed fora such as program committees, editorial boards, and email discussion groups, but over the last few years the debate has been brought out in the open in a few publications, in particular in a programmatic article from 2005 by three esteemed CSCW researchers: Andy Crabtree, Tom Rodden, and Steve Benford. They argue that CSCW should ??move its focus away from work??. Other researchers argue along the same lines. Taking this open challenge as a welcome cue, the present article addresses CSCW??s scope: the rationale for its focus on ordinary work. After an initial discussion of the arguments put forward by Crabtree et al. and by others, the article focuses on an analysis of the concept of ??work??, drawing on the methods and insights of ??ordinary language philosophy??, and, flowing from this, a critique of the notion of ??work?? in conversation analysis. After a critical appraisal of prevailing myths about the realities of work in the contemporary world, the article ends in an attempt to position CSCW in the context of technological development more broadly. The underlying premise of the article is that it is time to reconsider CSCW: to rethink what it is and why it might be important.