Jane Siegel

Visual information as a conversational resource in collaborative physical tasks

In this article we consider the ways in which visual information is used as a conversational resource in the accomplishment of collaborative physical tasks. We focus on the role of visual information in maintaining task awareness and in achieving mutual understanding in conversation. We first describe the theoretical framework we use to analyze the role of visual information in physical collaboration. Then, we present two experiments that vary the amount and quality of the visual information available to participants during a collaborative bicycle repair task. We examine the effects of this visual information on performance and on conversational strategies. We conclude with a general discussion of how situational awareness and conversational grounding are achieved in collaborative tasks and with some design considerations for systems to support remote collaborative repair.

Collaboration in performance of physical tasks: effects on outcomes and communication

We report an empirical study of people using mobile collaborative systems to support maintenance tasks on a bicycle. Results show that field workers make repairs more quickly and accurately when they have a remote expert helping them. Some pairs were connected by a shared video system, where the video camera focused on the active workspace and they communicated with full duplex audio. For other pairs, either the video was eliminated or the audio was reduced to half duplex (but not both). Pairs’ success at collaboration did not vary with the communication technology. However, the manner in which they coordinated advice-giving did vary with the communication technology. In particular, help was more proactive and coordination was less explicit when the pairs had video connections. The results show the value of collaboration, but raise questions about the interaction of communication media and conversational coordination on task performance.

Adtranz: a mobile computing system for maintenance and collaboration

The paper describes the mobile information and communication aspects of a next generation train maintenance and diagnosis system, discusses the working prototype features, and research results. Wearable/Mobile computers combined with the wireless technology improve efficiency and accuracy of the maintenance work. This technology enables maintenance personnel at the site to communicate with a remote helpdesk/expertise center through digital data, audio, and image.

A field usability evaluation of a wearable system

This empirical field study describes the wearable system, the study method used, and summarizes the experiences of aircraft maintenance specialists who participated in a field usability evaluation conducted at their United States Air Force Reserve facility in the summer of 1996. This usability evaluation aimed at collecting accurate, detailed information for use in the evolutionary design and development of wearable systems for vehicle maintenance workers. All participants were able to complete their tasks using the wearable prototype and they expressed willingness to use such a system in the future. Also, we report on future requirements for wearable maintenance aids elicited from these users.

Cloud Services Measures for Global Use: The Service Measurement Index (SMI)

The Cloud Services Measurement Initiative Consortium (CSMIC) was formed to address the need for industry-wide, globally accepted measures for calculating the benefits and risks of cloud-computing services. A global team is developing a standard measurement framework, called the Service Measurement Index (SMI). SMI involves the application of consistent, meaningful measures that are designed to enable comparison of current cloud-based services with non-cloud services or cloud services available from multiple providers. Cloud Services characteristics where measures are being documented and tested include: Accountability, Agility, Assurance, Financials, Performance, Security and Privacy, and Usability. The SMI will address a total of 51 attributes. Given concerns in the literature and popular press about provider capabilities, cost, security and data privacy and data loss, as well as the flexibility that moving to cloud services promises, this paper provides examples of measures for these attributes.

An empirical study of collaborative wearable computer systems

We report an empirical study of aircraft maintenance workers using wearable visual interfaces and collaborative systems to support troubleshooting and repair work. Preliminary results suggest gains in coordination and ease of work when users have shared hypertext, video and audio capability. Study results are being used to inform design and rapid prototyping of wearable systems for use in vehicle maintenance systems.

On site maintenance using a wearable computer system

This poster displays a vision of the future of vehicle maintenance. This future includes a wearable computer system that can be operated with the mechanics’ hands free. The computer system will provide necessary information to solve maintenance tasks and to communicate with collaborators. The ability to support both solo and collaborative maintenance activity, especially trouble shooting and the ability to effectively deliver light weight, hands free information access will be achieved through improvements in both technology and HCI. The poster displays the current state, a vision of the future and identifies the HCI and technological improvements necessary to achieve this future state of vehicle maintenance.

Improving service delivery through integrated quality initiatives: a case study

Providers of highly reliable information technology (IT) services have historically adopted multiple service delivery quality standards and have obtained certificates of registration or certification associated with these standards. In this paper, we present a case study involving a provider of IT infrastructure services and solutions. We describe the business context of the service provider, its approach to the analysis of the requirements of multiple standards, process integration efforts (both local and global), and the reuse of documentation and other evidentiary data in the context of obtaining certificates of registration or certifications. We compare the evidentiary data (e.g., documentation, observations, and interviews) used in the diagnostics of the International Standards Organization 9001:2000 standard and the eSourcing Capability Model for Service Providers standard to evaluate the unique value that each standard contributes to IT service delivery. The case study also provides initial examples of measures resulting from the adoption of these two quality standards that may be used to improve service delivery.

Relationships among speech, vision, and action in collaborative physical tasks

This workshop focuses on the relationships among speech, gaze and action in collaborative physical tasks. We address three key challenges: characterizing the nature of collaborative physical tasks, understanding how people coordinate their activities during collaborative physical tasks, and designing technology to support these tasks.

Information Integration for Field Workers and Office-Based Professionals: 3 Case Studies

This chapter presents three related case studies where interdisciplinary teams at Carnegie Mellon University (CMU) are developing document-centric information systems for use in vehicle inspection, maintenance, and product redesign tasks. The case studies represent three points along the dimension of amount of information integration in different organizations. What is common in the information systems and work processes in all three cases is that they support mobile field workers and their information providers and users. Studies of field workers and their use of information technologies are few. The work reported here is part of our user-centered evolutionary development effort aimed at understanding and supporting the information needs and work processes for mobile workers.