Where am I and who am I? Issues in collaborative technical help

Michael Twidale, Karen Ruhleder

Research output: Contribution to conferencePaper

Abstract

In a study of collaborative help-giving within several organizations settings, we identified two forms of trouble and bewilderment that we explore further in this paper. In one case, the user is confused about where they, their files, or other resources are within a larger technical infrastructure (Where am I?). In the second case, the user isn't sure which login is needed and which actions are allowed (Who am I?). We believe that these issues carry important implications for the design of interfaces that can explicitly support repair and problem-solving, and that they are essential to consider in the development of CSCW and ubiquitous computing applications.

Original languageEnglish (US)
Pages378-387
Number of pages10
StatePublished - Dec 1 2004
EventComputer Supported Cooperative Work - Conference Proceedings, CSCW 2004 - Chicago, IL, United States
Duration: Nov 6 2004Nov 10 2004

Other

OtherComputer Supported Cooperative Work - Conference Proceedings, CSCW 2004
CountryUnited States
CityChicago, IL
Period11/6/0411/10/04

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Keywords

  • CSCW
  • Collaborative help-giving
  • Informal learning

ASJC Scopus subject areas

  • Software
  • Human-Computer Interaction
  • Computer Networks and Communications

Cite this

Twidale, M., & Ruhleder, K. (2004). Where am I and who am I? Issues in collaborative technical help. 378-387. Paper presented at Computer Supported Cooperative Work - Conference Proceedings, CSCW 2004, Chicago, IL, United States.