Designing for frustration and disputes in the family car

This article appears with the express permission of the publisher, IGI Global.Families spend an increasing amount of time in the car carrying out a number of activities including driving to work, caring for children and co-ordinating drop-offs and pickups. While families travelling in cars may face stress from difficult road conditions, they are also likely to be frustrated by coordinating a number of activities and resolving disputes within the confined space of car. A rising number of in-car infotainment and driver-assistance systems aim to help reduce the stress from outside the vehicle and improve the experience of driving but may fail to address sources of stress from within the car. From ethnographic studies of family car journeys, we examine the work of parents in managing multiple stresses while driving, along with the challenges of distractions from media use in the car. Keeping these family extracts as a focus for analysis, we draw out some design considerations that help build on the observations from our empirical work.Microsoft Research and the Dorothy Hodgkin Awar

Calling on the CFPB for Help: Telling Stories and Consumer Protection

Since it began operating in 2011, the Consumer Financial Protection Bureau (CFPB) has handled more than a million complaints regarding consumer financial product and services. Beginning in June 2015, the CFPB began publishing consumers’ narratives submitted with their complaints. This Article analyses a random sample of 5,000 of these narratives to assess how people engage with the complaint mechanism in light of the CFPB’s role in processing complaints. I find that people predominately use the complaint function for two distinct purposes: to express their anger and frustration about companies’ practices, or to express sadness and fear about how companies’ practices have impacted their lives. When people write with anger and frustration, they typically direct their comments to the subject company, which aligns with the CFPB’s role in processing complaints. In contrast, when people write with sadness and fear, they often plead with the CFPB for individualized help in solving their broader problems. But the CFPB is not equipped to help people on an individual basis and such is not the goal of its complaint mechanism. Identifying that some consumers seem to expect the CFPB to provide this type of assistance presents an opportunity for the CFPB to address the serious problems that these consumers are voicing and to enhance how it utilizes the complaint data to further its goal of consumer protection. However, the CFPB is but one government agency that allows people to write narratives describing their problems. This Article thus provides suggestions for how agencies generally may mine their narrative databases to help people in need and to advance their missions

Interest-Based Conflict Management Systems: Beyond Traditional and ADR Systems of Conflict Resolution

This article is both a review and a critique of existing models of conflict resolution and management.  Written from practitioners’ point of departure, the shortcoming of traditional methods of managing conflict, including those involving alternative dispute resolution methods are examined. Specifically, we examine the meaning of ADR, the conditions under which it is practicable, and its limitations. This is followed by an examination of an interest-based conflict management system as another “alternative” to ADR. This system, it is argued in this article, takes into cognizance the interests and aspirations of all the stakeholders involved in a situation of conflict resolution. To provide the foundation for our model, we examine four different types of conflict management systems in terms of the identity of their designers, attitude toward conflict, analysis of conflict, methods of managing conflict, focus of efforts and the key players in a situation of conflict resolution. Finally, we propose nine principles of interest-based conflict management system, which should guide the practitioner in designing an effective conflict management system. Keywords: Conflict Management, Stakeholder, Power and Interest, Alternative Dispute Resolution, Interest-based Conflict Management Syste

Codesigned Shared Decision-Making Diabetes Management Plan Tool for Adolescents With Type 1 Diabetes Mellitus and Their Parents: Prototype Development and Pilot Test

Background: Adolescents with type 1 diabetes mellitus have difficulty achieving optimal glycemic control, partly due to competing priorities that interfere with diabetes self-care. Often, significant diabetes-related family conflict occurs, and adolescents’ thoughts and feelings about diabetes management may be disregarded. Patient-centered diabetes outcomes may be better when adolescents feel engaged in the decision-making process. Objective: The objective of our study was to codesign a clinic intervention using shared decision making for addressing diabetes self-care with an adolescent patient and parent advisory board. Methods: The patient and parent advisory board consisted of 6 adolescents (teens) between the ages 12 and 18 years with type 1 diabetes mellitus and their parents recruited through our institution’s Pediatric Diabetes Program. Teens and parents provided informed consent and participated in 1 or both of 2 patient and parent advisory board sessions, lasting 3 to 4 hours each. Session 1 topics were (1) patient-centered outcomes related to quality of life, parent-teen shared diabetes management, and shared family experiences; and (2) implementation and acceptability of a patient-centered diabetes care plan intervention where shared decision making was used. We analyzed audio recordings, notes, and other materials to identify and extract ideas relevant to the development of a patient-centered diabetes management plan. These data were visually coded into similar themes. We used the information to develop a prototype for a diabetes management plan tool that we pilot tested during session 2. Results: Session 1 identified 6 principal patient-centered quality-of-life measurement domains: stress, fear and worry, mealtime struggles, assumptions and judgments, feeling abnormal, and conflict. We determined 2 objectives to be principally important for a diabetes management plan intervention: (1) focusing the intervention on diabetes distress and conflict resolution strategies, and (2) working toward a verbalized common goal. In session 2, we created the diabetes management plan tool according to these findings and will use it in a clinical trial with the aim of assisting with patient-centered goal setting. Conclusions: Patients with type 1 diabetes mellitus can be effectively engaged and involved in patient-centered research design. Teens with type 1 diabetes mellitus prioritize reducing family conflict and fitting into their social milieu over health outcomes at this time in their lives. It is important to acknowledge this when designing interventions to improve health outcomes in teens with type 1 diabetes mellitus

The Influence of Trust in Traditional Contracting: Investigating the "Lived Experience" of Stakeholders

The traditional procurement approach is ever-present within the construction industry. With fundamental design principles founded on definitive risk allocation, this transactional based approach fails to acknowledge or foster the cooperative relationships considered to be vital to the success of any project. Contractual design encourages stakeholders to defend their own individual interest to the likely detriment of project objectives. These failings are not disputed, however, given that trust is a fundamental requirement for human interaction the influence of trust is potentially important in terms of stakeholder relationships and ultimate project success. Trust is therefore examined within this context. A conceptual framework of trust is presented and subsequently used to code and analyse detailed, semi-structured interviews with multiple stakeholders from different projects. Using a phenomenological investigation of trust via the lived experiences of multiple practitioners, issues pertaining to the formation and maintenance of trust within traditionally procured construction projects are examined. Trust was found to be integral to the lived experiences of practitioners, with both good and bad relationships evident within the constructs of traditional procurement mechanisms. In this regard, individual personalities were considered significant, along with appropriate risk identification and management. Communication, particularly of an informal nature, was also highlighted. A greater emphasis on project team selection during the initial stages of a project would therefore be beneficial, as would careful consideration of the allocation of risk. Contract design would also be enhanced through prescriptive protocols for developing and maintaining trust, along with mandated mechanisms for informal communication, particularly when responding to negative events. A greater understanding regarding the consequences of lost trust and the intricacies of trust repair would also be of value. 

An Uncertain Destination: On the Development of Conflict Management Systems in U.S. Corporations

[Excerpt] Our survey and field research have led us to some tentative conclusions that do not conform to the conventional wisdom of our field. From its inception, ADR has been controversial. On the one hand, ADR has been embraced by a coterie of champions who have always believed that its advantages over litigation were so obvious and compelling it would only be a matter of time before ADR was adopted universally. These champions have also been missionaries, proselytizing their faith in all quarters and making numerous converts. Like all true believers, ADR champions cannot understand why others have not yet gotten the faith. On the other hand, there has always been a group of ADR opponents who believe ADR undercuts our system of justice and must be resisted. ADR champions believe in the inevitability of ADR, while ADR opponents believe the movement to ADR can be stopped and even reversed. On balance, we believe in ADR\u27s merits and share many of its champions\u27 convictions. Our research — which is based on the analytical model we present in this paper — suggests, however, that there is nothing inevitable about the ultimate triumph of ADR

An analysis of community-police partnerships: a case study of the Thornhill policing area

In this case study, an effective community-police partnership in the Thornhill area is described and explored as a function of the successful application of conflict management approaches. The partnership was implemented in a quest to solve the problem of increasing suicides at the Van Stadens Bridge. Indications are that partnership between government agencies and the community have generally failed in democratic South Africa with respect to the education, health and policing sectors. Partnerships between the community and policing system are challenging because the South African Police Service (SAPS) is continuously plagued by incidents of police brutality, police killings and leadership crises.In order to understand the context of the Thornhill community-police partnership and establish if the operation of the partnership is successful, a wide-ranging conflict management approach is taken to evaluate the partnership. The literature review includes the history of conflict in SA, SAPS and Community Policing, leadership in conflict management, theories of social conflict, and suicidology

The Advocate, Vol. 14, No. 1, 1982

https://dc.suffolk.edu/ad-mag/1042/thumbnail.jp