Online feedback exchange: A framework for understanding the socio-psychological factors

Eureka Foong, Steven P. Dow, Brian P. Bailey, Elizabeth M. Gerber

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Abstract

To meet the demand for authentic, timely, and affordable feedback, researchers have explored technologies to connect designers with feedback providers online. While researchers have implemented mechanisms to improve the content of feedback, most systems for online feedback exchange do not support an end-to-end cycle, from help-seeking to sense-making to action. Building on extant literature in learning sciences, design, organizational behavior, and online communities, we propose a conceptual framework to highlight critical processes that affect online feedback exchange. We contribute research questions for future feedback systems and argue that online feedback systems must be able to support designers through five activities that happen before, during, and after the feedback exchange. Our framework suggests that systems should address broader socio-psychological factors, such as how intent should be communicated online, how dialogue can support the interpretation of feedback, and how to balance the tradeoffs of anonymizing feedback providers.

Original languageEnglish (US)
Title of host publicationCHI 2017 - Proceedings of the 2017 ACM SIGCHI Conference on Human Factors in Computing Systems
Subtitle of host publicationExplore, Innovate, Inspire
PublisherAssociation for Computing Machinery
Pages4454-4467
Number of pages14
ISBN (Electronic)9781450346559
DOIs
StatePublished - May 2 2017
Event2017 ACM SIGCHI Conference on Human Factors in Computing Systems, CHI 2017 - Denver, United States
Duration: May 6 2017May 11 2017

Publication series

NameConference on Human Factors in Computing Systems - Proceedings
Volume2017-May

Other

Other2017 ACM SIGCHI Conference on Human Factors in Computing Systems, CHI 2017
CountryUnited States
CityDenver
Period5/6/175/11/17

Keywords

  • Crowdsourcing
  • Design methods
  • Feedback
  • Online communities
  • Online feedback exchange
  • Social networks

ASJC Scopus subject areas

  • Software
  • Human-Computer Interaction
  • Computer Graphics and Computer-Aided Design

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