Social Support and Collaboration


May 9, 2012 @ 11:30, Room: 19AB

Chair: Meredith Ringel Morris, Microsoft Research, USA
Bridging Between Organizations and the Public: Volunteer Coordinators' Uneasy Relationship with Social Computing - Paper
Contribution & Benefit: Describes a study of the social computing use of volunteer coordinators. Identifies challenges and opportunities for designing social computing technologies to bridge more effectively between the public and nonprofit sector.
Abstract » We present the results of a qualitative study of the use of social computing technologies by volunteer coordinators at nonprofit organizations. The work of volunteer coordinators is bridge-building work-bringing together numerous public constituencies as well as constituencies within their organizations. One might expect this class of work to be well supported by social software, some of which has been found to enable bridging social capital. However, we find that, in many ways, this class of technology fails to adequately support volunteer coordinators' bridge-building work. We discuss a number of strategies for bridge-building via social computing technologies, numerous challenges faced by volunteer coordinators in their use of these technologies, and opportunities for designing social software to better support bridge-building between organizations and the public.
The Labor Practices of Service Mediation: A Study of the Work Practices of Food Assistance Outreach - Paper
Contribution & Benefit: Extends the construct of mediation to service systems through a study of e-government outreach work. Can help researchers understand how to enable access and use of services for low-resource populations.
Abstract » In this paper, we present the results of a study of the work practices of food assistance outreach workers. We introduce the construct of service mediation, which includes the technical, social, and knowledge labor practices involved in enabling access to and use of an e-government service. We explore the service mediation activities of outreach, technological assistance, providing knowledge, and ongoing engagement. These activities bring to light how successful service relationships involve fostering a process, bridging relationships, and providing broader scaffolding. The results of our research highlight the role service mediation plays in the use of services and service technologies in information-rich organizations. This research extends previous conceptualizations of mediation by documenting how mediators support broader service processes for their clients, transform potential beneficiaries into clients, and engage in long term assistance. Therefore, this work moves beyond prior conceptualizations of mediation that concentrate solely on enabling access and use of specific technologies.
Socially Computed Scripts to Support Social Problem Solving Skills - Paper
Contribution & Benefit: We describe an approach to using crowdsourcing to create models of complex social scenarios, and confirm that they may help an author create instructional modules for an individual with autism.
Abstract » The social world that most of us navigate effortlessly can prove to be a perplexing and disconcerting place for individuals with autism. Interactive tools to teach social skills that are personalized to the individual's needs show promise, but it is challenging to author them. We describe the design, development, and preliminary evaluation of an approach to using human computation that enables the creation of models of complex and interesting social scenarios, possible obstacles that may arise in those scenarios, and potential solutions to those obstacles. Our preliminary evaluation of the models confirms that these models have the potential to help an author create a social skills instructional module.
Comparing Collaboration and Individual Personas for the Design and Evaluation of Collaboration Software - Note
Community: user experience
Contribution & Benefit: Comparative study of individual vs. collaboration personas for a collaborative tool design and evaluation task. First step toward validating a new method for those designing and evaluating CSCW tools.
Abstract » Collaboration personas are a tool that can be used to design for groups. Prior work posits that collaboration personas can improve tool adoption by helping designers create collaboration tools that are better targeted to the goals, needs, and interactions between members of collaborative groups. We present a comparative study of design and user experience practitioners who used both collaboration personas and individual personas. Participants conducted a cognitive walkthrough and provided redesign suggestions for a collaboration tool. Our results show that the focus of the cognitive walkthrough and redesign task differed, with collaboration personas showing more group focus. Collaboration personas led to a more complete discussion, as indicated by a greater amount of time spent on the task compared to individual personas. Despite prior experience and training with individual personas, collaboration personas were preferred and better supported the task, since they focused on groups of people and their interactions.
TEROOS: A Wearable Avatar to Enhance Joint Activities - Note
Community: design
Contribution & Benefit: The note describes what communication style a wearable robot avatar offers to daily life situations. Two users can communicate by sharing their vision via the robot avatar.
Abstract » This paper proposes a wearable avatar named TEROOS, which
is mounted on a person's shoulder. TEROOS allows the users
who wear it and control it to share a vision remotely. Moreover,
the avatar has an anthropomorphic face that enables the
user who controls it to communicate with people co-located
with the user who wears it. We have a field test by using
TEROOS and observed that the wearable avatar innovatively
assisted the users to communicate during their joint activities
such as route navigating and buying goods at a shop. The user
controlling TEROOS could give the user wearing it appropriate
route instructions on the basis of the situation around
TEROOS. In addition, both users could easily identify objects
that they discussed. Moreover, shop staff members communicated
with the user controlling TEROOS and behaved as
they normally would when the user asked questions about the