Broken expectations in the digital home

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Broken expectations in the digital home

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Conference on Human Factors in Computing Systems archive
CHI '06 extended abstracts on Human factors in computing systems table of contents

Montréal, Québec, Canada

SESSION: Work-in-progress table of contents

Pages: 568 - 573

Year of Publication: 2006

ISBN:1-59593-298-4

Authors

Sara Bly	Sara Bly Consulting, North Plains, OR
Bill Schilit	Intel Research, Santa Clara, CA
David W. McDonald	University of Washington, Seattle, WA
Barbara Rosario	Intel Research, Santa Clara, CA
Ylian Saint-Hilaire	Intel Corporation, Hillsboro, OR

Sponsors

ACM: Association for Computing Machinery
SIGCHI: ACM Special Interest Group on Computer-Human Interaction

Publisher

ACM New York, NY, USA

Bibliometrics

Downloads (6 Weeks): 12, Downloads (12 Months): 87, Citation Count: 10

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abstract references cited by index terms collaborative colleagues

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ABSTRACT

As part of an ongoing effort to understand ease of use of digital home technologies, we undertook an exploratory study of people who use their home networks for more than just broadband Internet access. In particular, we wanted to understand the overhead, or problem-time, people spent with their home network devices. As expected, we saw issues of broken hardware and broken software. We also found that problems are often caused by broken expectations, a mismatch between what a person expects to be able to do and specific device capabilities. In this paper we explore broken expectations in the digital home with examples from our study. These observations suggest further research into the ways user expectations and activities shape the digital home experience.

REFERENCES

Note: OCR errors may be found in this Reference List extracted from the full text article. ACM has opted to expose the complete List rather than only correct and linked references.

	1	Hugh Beyer , Karen Holtzblatt, Contextual design: defining customer-centered systems, Morgan Kaufmann Publishers Inc., San Francisco, CA, 1998
	2	Grinter, R.E., Edwards, W.K. Newman, M.W., and Ducheneaut, N. The Work to Make a Home Network Work, In Proceedings of the Ninth European Conference on Computer-Supported Cooperative Work (2005).
	3	Ivar Jacobson, Object-Oriented Software Engineering: A Use Case Driven Approach, Addison Wesley Longman Publishing Co., Inc., Redwood City, CA, 2004
	4	Jakob Nielsen, Usability Engineering, Morgan Kaufmann Publishers Inc., San Francisco, CA, 1995
	5	Jenny Preece , Yvonne Rogers , Helen Sharp, Interaction Design, John Wiley & Sons, Inc., New York, NY, 2002
	6	Bill N. Schilit , Uttam Sengupta, Device Ensembles, Computer, v.37 n.12, p.56-64, December 2004 [doi>10.1109/MC.2004.241]
	7	Ben Shneiderman , Catherine Plaisant, Designing the User Interface: Strategies for Effective Human-Computer Interaction (4th Edition), Pearson Addison Wesley, 2004
	8	Dennis Wixon , Judith Ramey, Field methods casebook for software design, John Wiley & Sons, Inc., New York, NY, 1996

CITED BY 10

	Aylin Koca , Aarnout C. Brombacher, Extracting "broken expectations" from call center records: why and how, CHI '08 extended abstracts on Human factors in computing systems, April 05-10, 2008, Florence, Italy
	Brenton Elmore , Stuart Hamilton , Subbarao Ivaturi, Designing software for consumers to easily set up a secure home network, CHI '07 extended abstracts on Human factors in computing systems, April 28-May 03, 2007, San Jose, CA, USA
	Erika Shehan Poole , Marshini Chetty , Rebecca E. Grinter , W. Keith Edwards, More than meets the eye: transforming the user experience of home network management, Proceedings of the 7th ACM conference on Designing interactive systems, p.455-464, February 25-27, 2008, Cape Town, South Africa
	Aylin Koca , Mathias Funk , Evangelos Karapanos , Anne Rozinat , Nico van der Gaarden, Grasping product pragmatics: a case with internet on tv, Proceeding of the 1st international conference on Designing interactive user experiences for TV and video, October 22-24, 2008, Silicon Valley, California, USA
	Monika Büscher , Jacki O'Neill , John Rooksby, Designing for Diagnosing: Introduction to the Special Issue on Diagnostic Work, Computer Supported Cooperative Work, v.18 n.2-3, p.109-128, June 2009
	Erika Shehan Poole , W. Keith Edwards , Lawrence Jarvis, The Home Network as a Socio-Technical System: Understanding the Challenges of Remote Home Network Problem Diagnosis, Computer Supported Cooperative Work, v.18 n.2-3, p.277-299, June 2009
	Emmanuel Tsekleves , Roger Whitham , Koko Kondo , Annette Hill, Bringing the television experience to other media in the home: an ethnographic study, Proceedings of the seventh european conference on European interactive television conference, June 03-05, 2009, Leuven, Belgium
	Aylin Koca , Evangelos Karapanos , Aarnout Brombacher, 'Broken Expectations' from a global business perspective, Proceedings of the 27th international conference extended abstracts on Human factors in computing systems, April 04-09, 2009, Boston, MA, USA
	Jeroen Keijzers , Elke den Ouden , Yuan Lu, Understanding consumer perception of technological product failures: an attributional approach, Proceedings of the 27th international conference extended abstracts on Human factors in computing systems, April 04-09, 2009, Boston, MA, USA
	Erika Shehan Poole , Marshini Chetty , Tom Morgan , Rebecca E. Grinter , W. Keith Edwards, Computer help at home: methods and motivations for informal technical support, Proceedings of the 27th international conference on Human factors in computing systems, April 04-09, 2009, Boston, MA, USA