(발제) Managing currents of work:Multi-tasking among multiple collaborations +ECSCW 2005 - Victor...

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http://www.crito.uci.edu/papers/2005/ManagingCurrents.pdf








Managing currents of work: Multi-taskingamong multiple collaborations

Victor M.Gonzalez, Gloria MarkECSCW 2005

UX Lab-meeting 2012.04.12 �c| <t

Thursday, April 12, 12

Introduction CSCW Perspective

● Q.Þ��XÔCÊ :¢�3 Ð® ) .` ã^Í Ī°CË ®K �bĠ)�?

“How people manage transitions among activities

and how they maintain continuity when their activities

are fragmented.”

● Þ� �XÔÍ Ī°Ë ÎĥĠ)�ÜÍ �ĭ

9d /ÆÍ Ī°(Sole Collab.)

Ī°Í :¢� ´�(Colloc/Distribute)

Ġ Î�Í Ī°(Multiple Collab.)

Ī°Í :¢.z�(Simultaneously)

Collaboration =Ġ Í ĔÞ �ĨÎ ©-, �ı³ HL .` Ī°C� iMË ÆÿĠ) ÐWÍ

�Þ

= Ongoing stream of multiple activities

● kÏ�Þ:�ÏCÊ jĕĉ ćË �bĠ) ĔÞġ ÛQË ð¿.


Related Work Increase of multiple collaboration in workspace

● âê �âÍ �ęĭ, ė ç¦Í °s�b, ÞÚÏ °s �1³� Ç¶ġ °s į�ÉXÍ �ĭ ( DiMaggio,2001)

● �` �8Í °s �ĭ, .ġ İ:, °sÍ ��ĭ, é�ÚÏ �sÔ� �īÕ¿ÉX Ĕí;) �� top-level h,ÙÍ µĢÎ Ûõ âêÉX Į� ( Mintzberg,1973)

● ÎRġ Ç¶ġ °sį�ÉXÍ �ĭX ÏĠ´ ¹ĸU Þ��XÔCÊ °s ç� ½�ÚÏ ¾�(.` :\,.` �°)³� Õ°Í ç/Ë �Ĩ ( Conaill and Frohlich 1995)

● Þ��XÔCÎ .` ã^Í İ:CË �bĠ) {£³ 3ġ ¶�) wķ - jĕĉ ćÊ ¢�,¶MË ä y�,t�,ubÚÏ �� E .ġ üm� ¶�<..(Belloti et al,2003) - �ÏÎ ®J ÛQË �ĊĠ À��Æ³ ?)é³ 3ĥ� ) Į¥Ġé ª..

�°âê

°sį�Í Ç¶ĭ

�XÔÍjĕĉ ć

�XÔÍÕ°ç/�È


Related Concept Collaborations and working sphere

● Definition. of working sphere

● Working sphere & Collaboration

Õ° ·µ(Working Sphere)ÎN?

1) � �ÏÎ Ð��İ³� ù�Ġ ,ôÑË é Ó) Õ°CË ��Ġ) /ÆX�,

2) �ÏÍ Çġ ¢� ĞTÑ� ĔÞ Ī°�âa �ë, ĔÞ pÚË 0�Ġ� Æĥ â�< Õ°Í /Æ.(Gonzales and Mark,2004)

ÞÍ

¸¢/��Í �°(�ĞēÅ® �Ĝ þ�, ]ĖÉX x�;) ÎkÐ,¶M °s..) / Ö�� ° ( �³ �XÁ ÏĞL ß�)

Collaboration = ∑Working spheres

W.S1 W.S2 W.S3 W.S4

�ÏÊ �� .` 1) pÚ, 2) ¢� ĞTÑ 3) Ī°{£(�â)a �ë Õ° ·µCË :¢.zÚÉX �bġ..

● Not just managing the track of WS. but also the collaborations related to WS.


Research Method In situ Systematic Observation

● Objective: �XÔCÎ ġ � Î�Í Õ°İ:CË �bĠ) jĕĉ ć ÛQË ��

● Interest: .` êã �,âê # ³�Í .` µĢ(ė), �°³ đÒ;) �å(ê�)³ HL .ġ ýÆ³� �ñ,��Ë ¢8

● ÷ 36nÍ �XÔ, 2�Í Ĳ�, 1Ï2 ę� 26¢�(÷ 920¢�) �ñ

�E 8 � 8 �Y �H

ITSJEB �(14) o9 PO� za

ITSAUG �(10) �s �2 za

Venture �V� �(12) g/ GCO[ ��! SW M0Jt�

● .` êã,âê # ė³ HL (÷ 36n)

● .` ê�³ HL (÷ 36n)

{� @ vE�F{� @ vE�F5�p �(11) S.W. �<{�(8)

�-u� 2� �(3) S.W. \z�W(3)

U�2O�(9) Ijy �2(2)


Method In situ direct observation

● Observation Technique

● Shadowing & Interview ġ �O 2 ø� 3Ð Î�Í �ñ� Ï7 Ïċ� ¥¢.

1) �sÔCË HL.,m� jĕĉ ć Ħĉa �ñ,�Y (�°, 3ĭÍ äß, �¿ġ t�,Ē...)

E9S 1

Worker

E9S 2Researcher

WorkerWS2WS1

2) Ð�� ! ĵ, �Y< Ħ: ç Ð�a 3�³ êÝ u® ØĮÏ

� 6Îċ : &ēĘ@» ĈÑÃþX �Yġ �ñ 6Îċ, Ïċ� 'ûY, ğ@ &ē, �ë, �Ĉ t� EE


Scenario Characteristic of multi-tasking

● Work Fragmentation Constant switch his plans or WS with changing circumstances

ITS DavidÍ Ġ]: 1) ¸�,¸�Ġé rġ Õ°·µ�Í é�ÚÏ Æþ� z� (Degree of fragmentation and constant transitioning)

●Normal : Urgent Central : Peripheral

Normal(11)

Urgent(3)

Õ°Í ��ģ³

HL

Central(9)

Peripheral(5)

�´Í Þ8³ HL

÷ 14�Í WS ç


Scenario Characteristic of multi-tasking

ITS DavidÍ Ġ]: 2) Ġ Í Õ°·µÊ ��ĭ; ïÊ é�¢�Í Ħ:CÍ ¶�ÉX ��>

● Each WS = ∑ Brief segments of chains of actions

● WS : avg 6mins 32 sec BS : avg 1min 29sec )

W.S1 W.S2 W.S3 W.S4

Act 1 Act 2 Act 3 Act 4

WSJob task

Actions


Result Characteristic of multi-tasking ● Õ°·µÍ jĕĉ ćÊ .` :\C�Í Ī°³ ÍĠ´ Þ<..

● jĕĉ ćÊ è�Ú ğ¾³ Íĥ ¸�þ rġ �ÞÎ x�<..

● Ī°Í jĕĉ ćÊ ¢�³ HL ��8� ._..

Some collaboration with same people more than one WS.ĩØ ´R�é °sa :¢³ Ī°Ġ Ó) David� PhilÊĠ Í WS³� ×Ê Æþ� z�Ġ >.

W.S2 W.S3

on-going agenda unexpected agendaÀ��Æ 1

À��Æ 1À��Æ 2

Ûį ÎÛÛį Îĵ�[ EÖĠ) Õ°·µË �bĠl, À��Æ» ä¾ ©á.a �Ñ±Î �Þ, ØÞÍĠ>.

¢�

��8 ��8= f (level of involvement,time frame, outcome, collaboration structure)

WS

●Three characteristics ofmulti-tasking1) defined by collaboration with others2) spontaneity3) process evolve ∞ the level of maturation


Result Continual switching of WS

● Summary- avg. 12 WS/Day- avg. Time of WS = 10.29- “Along the stream”

* Avg. number of WS and segment durations (Bold=Means, Normal=SD)

● “ Along the stream” analogy:jF[G Stream of WS 1 4%� b� �,h jA*(� �_��.:D4T�( Stream of WS[ �� js Nwg iQawareness� x_ (Xt nYf Ob�, W' WS[G }x� z1 �s�� b�])

W.S1 W.S2 W.S3 W.S4

�0 �� 12�g WS Central : 9

Peripheral : 3

Normal : 11

Urgent : 1~2


Result Fundamental processes involved in multi-tasking

●Continual renewal of overview

WS) ¢Õ/�³) w�Ġéf ¢�Î é l �ÞÎ zÛ>³ HL ¼�;®�..

WS) �Ï � ©,L Ī°Ġ) äõCÍ ·ħË ą y)..

WS

past Present Future time

level of development●Maintaining flexible

window of focus

●Managing of transition


Strat. 1 Continual renewal of overviews

● ĩØ Ô¤CÎ Õ°Ġ Ó) WS OverviewÍ é�ÚÏ °6Îēa ġ..

● Overview : WSÍ }Æ» pÚ, ¢�ÚÏ ß¬, zÛ /�, .Ì ď³ 3ġ �ĳEË Ěģġ..: ÎS ¹|�a Đĥ “a state of preparedness”a Ĥ� ÇéĢ � Ó� It. äX Ġ]Í ¢Õ� ģ� �OCÊ ¹|�a õąģ.

● äX �¿;) �� ÛQ1) &ē�Î ĭÎē�@,ÎkÐË �¢X õą(self-report)2) :\CÍ 8ÂË ¯®(face-to-face)3) āv,ĂÎ� ó$Ë İ¿(online communication)

Ġéf, jĕĉ ćÉX Ïĥ �XÁ WS� C®¹� , é�çÎ5 WS� ç/= �À� g©ÎRġ ¹|�� °6Îē� ;®« “å�< �

ĉ”a ÇéĢ � Ó..


Strat. 1 Continual renewal of overviews

● Local vs. Globalperspectives

● The level of aggregation of WS : Local vs. Global

1) Local : day-to-day things (to-do list,calendar) ¹* #Ð Ģ ÐC(Ûĭ��,� � å�...)Ë &ē�³ Ú®?) Ħ:C..

2) Global : “The big picture of things I’m supposed to be working on”�s¥ ô�Í ĭÎē�@³ Ú®?) Ö�ÚÏ }Æ³�Í �ĳC.

● The role of collaboration ● overview) Ī°�ıÍ �ĭ³ ą ·ħË y)..

�OCÊ Ô¤Í ÐË 9dÚÉX ùëĥ �) xm(to-do listî�,¢�ě fC�) ģ� ÐĠ) �Þ³� é�ÚÉX �Þ, �ĭ.Meeting “on the same page” both with formal and informal way.


Strat. 2 Maintaining a flexible window of focus

● Active vs. PotentialWS

● ĔÞ WS³ qÒĢ � Ó) :¢³ .` WS³8 ¶�= � Ó8Y Ç¶ģË �ì � Ó) +V.E)%e $ WS1 >�T �7 P[ ��l� cz�+� �,��.

● flexible window1 cz�� e Lqd- ;�g }� �[ �� ~�f ^� l� F�1 �_- ��, �AB �:��hJ ~�f �� Y�h�#.

Active WS: ĩØ qÒĠ Ó) Ð

Potential WS: é�Ê ¸Þ³ ±éf, ��Á wP³ Ð®" � Ó) Ð


Strat. 3 Management of Transition

● Natural vs. Forced transitions

● �XÔCÎ Ġ Í WS³� .` WSX º� I �X ¢ÕĠ) ÐË öëĠ� Æġ ÛQ

● E)%e 1) mRh �P jf Pn� N l� Nw[G Yf x�� N l�. ��3f _�f �� 2) �m� jh x�" &[� �O�kh� ��1 �� 6�Z� nY%f qW�� E`�� =?f E`�] r�g � 1 �K��+� �.

Natural Transition : ĩØÍ WS³� Ĕ�ġ Ħ:±Î Ð® ) Ûį(ÎkÐÎ Ûĭa �.b�.)

Forced transitions: ½�ÚÏ {ĥ¾Ï³ Íĥ Õ°Î ç/.(:\,�XÁ WS...)


Discussions

● Using different strategies by individual

● Challenges to support multi-tasking in WS

● �OCÊ 1)Ô¤Í �ī, 2)ê° Ĕ�, 3)ÔÄÍ Ý��³ HL �� .` {£Í jĕĉ ć ÛQË �¿ġ..(eg.1) to-dob ē³ Ú� vs. ÎkÐX �#�(eg.2) ĞXàē b4) .` �OC�. �īÕ¿�Î Ķ¨ ą Õ¿(eg.3) IM ĒË Đĥ �X ¶MË ä y) � vs. �8³� CU¹) �ba B) �.

● WS Overviewa Local/Global �Ü³� o? � � � Ó8Y.Local(to-do,Āc4) ��Á �³ Æþ¢ă beÏGvs. Global perspective(Ö��ĳ)Ê ĭÎē�@,�³ �®( beÏG

● Flexible window of focus over different WS�ÏÎ oA Î~ēa o,ċĠ) �³) ġ�� Ó� It³ Îa ��ÚÉX �ĚēĢ I ĩØÍ Ð� w] Ó) ÐË ģ� ß�ĥæ � Ó®« ģ.

● Make transitions beneficial for users..` WSÍ ÛįÊ �Ěē� ;é ªÌ. Ûį� Õ° ç/Ë æÎU) &V�.8 ÛįË ĴÈÚÉX Ģ � Ó8Y PendingÎ�a ĥĢ � Ó) ĒÎ ğ¾ģ


Questions

● ubÚ Õ° į�³�Í jĕĉ ć {£� Féč į�³�Í jĕĉ ć {£Ê ®J ÜÎ �¡Ġ , .`�?

● Þ�Ú 6Îċ³ 3ġ ��ġ ĄG, ĝ�ġ �%ĭ >> ĆLÀ@ į�³�Í jĕĉ ć³8 Ú¿Ģ � ÓË�

● jĕĉ ć Ħ:Ë �ñĢ I �¿ĘČË �ÉX§ ¢ ĎË �¿Ġ) �¿Ô �ĨÍ tßa ò)6 �ÞÚÏ ��Ê s²Ï�? ‘~ġ ĒÎ ğ¾Ġ.’L) ZÉX ú�ġ�?

● .ġ ê° �, ê� �X Ĉ ) jĕĉ ć ĘČÍ ðÎ) �3ÚÉX �Ĭĸ .]®ë D.


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