Supporting Peer Help and Collaboration in Distributed Workplace Environments

Special Issue on Computer Supported Collaborative LearningIncreasingly, organizations are geographically distributed with activities coordinated and integrated through the use of information technology. Such organizations face constant change and the corresponding need for continual learning and renewal of their workers. In this paper we describe a prototype system called PHelpS (Peer Help System) that facilitates workers in carrying out such "life long learning". PHelpS supports workers as they perform their tasks, offers assistance in finding peer helpers when required, and mediates communication on task-related topics. When a worker runs into difficulty in carrying out a task, PHelpS provides a list of other workers who are ready, willing and able to help him or her. The worker then selects a particular helper with PHelpS supporting the subsequent help interaction. The PHelpS system acts as a facilitator to stimulate learning and collaboration, rather than as a directive agent imposing its perspectives on the workers. In this way PHelpS facilitates the creation of extensive informal peer help networks, where workers help one another with tasks and opens up new research avenues for further exploration of AI-based computer-supported collaborative learning. (http://aied.inf.ed.ac.uk/members98/archive/vol_9/greer/full.html

Supporting Computer-Mediated Collaboration through User Customized Agents

This research investigated a neglected problem - interruption of groups by agent advisory systems. The question was whether interruption by the agent advisory system was beneficial. A survey of literature in four areas is included in this dissertation. The areas surveyed were Agents, Online Help, Computer Supported Cooperative Work(CSCW) and Awareness in CSCW. Based on the review, a human subject experiment was conducted. The study investigated whether the style of agent advisory interface improved the performance of group members. There were three sets of groups, a control set that did not have advisory agents, a set that had system provided advisory agents and a set that had group customized advisory agents. The groups worked together using a CSCW application developed with GroupKit, a CSCW toolkit. The groups with group customized advisory agents used an Agent Manager application to define advisory agents that would give them advice as they worked in the CSCW application. The findings showed that the type of advisory agents did not significantly influence the performance of the groups. The groups with customized agents performed slightly better than the other groups but the difference was not statistically significant. When notified that advice was issued, groups with customized agents and groups with provided agents seldom accessed the agent's advice. General design guidelines for agent interruption have not been solved. Future work is needed to finish the job. The definitive solution may be some mixture of the three known individual design solutions

The appropriation of a software ecosystem : a practice take on the usage, maintenance and modification of the eclipse IDE

This thesis was written in order to gain a deeper understanding of the appropriation of software in groups and organizations. In doing so, it focuses on software created under the modern software engineering trend software ecosystems. Software ecosystems have a major influence on software development, as they rely on massive usage of distributed software development, open source models and modularization. It is unclear if existing models to explain appropriation still hold good. Furthermore, it has to be explored whether current appropriation support is still appropriate and beneficial or if we need new ideas to help users cope with these developments. In order to achieve these objectives, this work is mainly based on an empirical field study, which investigates workgroups at seven German organizations that use the Eclipse IDE, an extremely modularized and adaptable software system, developed by a globally active ecosystem of large corporations, small businesses and even hobbyists. Using the qualitative analysis approach of the grounded theory method and appropriation as a lens for this research endeavor, observations and interviews as well as artifacts were analyzed, uncovering practices that are part of Eclipse usage and appropriation. They are identified and discussed from the backdrop of software ecosystems – viewed from a users perspective. Examples are the sheer amount of appropriation activities at the shop floor, the dilemma of software maintenance, that comes with continuously developed but sometimes unstable technology, practices as learning or tailoring, influences on practices stemming from the software ecosystem, the organization and the group. Grounded in these results, suggestions for the design of appropriation support are given and prototypically implemented, which reflect the embeddedness of individuals and groups in the software ecosystem. They provide a fresh perspective, based on peer-to-peer technology and awareness mechanisms.Diese Arbeit wurde erstellt, um ein tieferes Verständnis über die Aneignung von Software in Gruppen und Organisationen zu erlangen. Dabei fokussiert sie auf eine Software die unter den Bedingungen eines modernen Trends im Software Engineering entstanden ist: Der Software Ökosystem Bewegung. Software Ökosysteme beeinflussen die Entwicklung von moderner Software maßgeblich, da sie verstärkt auf örtlich verteilte Entwicklung, Open Source Modelle und Modularisierung setzen. Bisher ist ungeklärt, ob existierende Ansätze zum Verständnis von Aneignung unter diesen Gegebenheiten ihre Gültigkeit behalten. Weitergehend ist zu untersuchen ob existierende Maßnahmen der Aneignungsunterstützung auch in diesem Kontext angemessen und vorteilhaft wirken, oder ob neue Ansätze entwickelt werden müssen um Nutzer heute sinnvoll zu unterstützen. Um diese Ziele zu erreichen, basiert diese Arbeit hauptsächlich auf einer qualitativ-empirischen Feldstudie in Arbeitsgruppen sieben Deutscher Organisationen, die alle die Eclipse IDE einsetzen – ein extrem modularisiertes und anpassbares Software System das durch ein global agierendes Software Ökosystem aus großen Konzernen, KMU und sogar Hobbyisten hergestellt wird. Mit Hilfe des qualitativen Analyseansatzes in Form der Grounded Theory Method und Aneignung als Linse für dieses Forschungsvorhaben wurden die Daten aus Beobachtungen, Interviews und bei Arbeitsplatzbesuchen gesammelter Artefakte analysiert. Dabei wurden Praktiken die Teil der Eclipse Nutzung und Aneignung sind, erfasst näher definiert und vor dem Hintergrund von Software Ökosystemen und aus Perspektive der Nutzer diskutiert. Die Ergebnisse umfassen unter anderem eine Reihe verschiedener Aneignungsaktivitäten, das Dilemma der Wartung komplexer Software Systeme welche durch die kontinuierliche Entwicklung und teilweise instabile Komponenten entsteht, Praktiken wie Lernen oder Anpassen, sowie Einflüsse auf die Arbeitspraktiken die aus dem Software Ökosystem, der Gruppe oder der Organisation stammen. Begründet auf den Ergebnissen dieser Forschung, werden Vorschläge für das Design von Aneignungsunterstützung gegeben und prototypisch realisiert. Diese spiegeln wider wie Individuen und Gruppen in das Software Ökosystem eingebettet sind und präsentieren durch den Einsatz von Peer-to-Peer Technik und Awareness Mechanismen eine neue Perspektive auf Aneignungsunterstützung

Collaborative Help for Individualized Problems: Learning from the MythTV User Community and Diabetes Patient Support Groups.

As information technology increasingly becomes part of everyday life, new opportunities arise for aggregating people’s experiences and knowledge. Collaborative help can utilize collective experience and knowledge to benefit everyday problem solving activities. However, current help systems often limit their focus to common and active problems (e.g., Frequently Asked Questions), making it difficult for users to find answers to the problems that are uncommon and individualized. In my dissertation, I address how individualized problems can be better supported through collaborative help. My dissertation contributes to existing conversations around collaborative help, especially challenges in information reuse and contextualization. I further expand discussions around the role of temporal information during expertise sharing for finding solutions to individualized problems. In order to study this, I examined two research sites using an interpretivist approach (Strauss & Corbin, 1990): the MythTV user community and diabetes patient support groups. Because problems are often individualized for members of both communities, these sites serve as excellent places to examine the research problem. I discuss three key findings that are critical for understanding how individualized problems are solved in community-based collaborative help systems. First, operationalizing experiences is critical for sharing executable solutions and context. Operationalized experiences are not only about the objectification and easy transfer of tacit knowledge (Ambrosini & Bowman, 2002), but generate knowledge that can be directly re-used. Second, operationalization process inevitably fails to capture practices “simultaneously embedded in various processes” (Ackerman & Halverson, 2000) during maintenance activities, be it maintaining MythTV or diabetes. However, the breakdown of operationalization process helps each community member learn how to manage individualized situations as they occur. Lastly, operationalization process needs to take place within the larger context of sharing trajectories. By comparing, aligning, and collaging pieces of individual trajectories, community members collectively expand their knowledge about managing MythTV or diabetes over time. Through continual sharing of maintenance trajectories, members reduce uncertainty about the future, take preventative actions, and reflect on the past to revise their practices.Ph.D.InformationUniversity of Michigan, Horace H. Rackham School of Graduate Studieshttp://deepblue.lib.umich.edu/bitstream/2027.42/89774/1/jinah_1.pd