Telephone operators as knowledge workers

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Telephone operators as knowledge workers: consultants who meet customer needs

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Conference on Human Factors in Computing Systems archive
Proceedings of the SIGCHI conference on Human factors in computing systems table of contents

Denver, Colorado, United States

Pages: 130 - 137

Year of Publication: 1995

ISBN:0-201-84705-1

Authors

Michael J. Muller	US WEST Technologies, 4001 Discovery Drive, Boulder, CO
Rebecca Carr	US WEST Communications, 1801 California, Denver, CO
Catherine Ashworth	US WEST Technologies, 4001 Discovery Drive, Boulder, CO
Barbara Diekmann	US WEST Technologies, 4001 Discovery Drive, Boulder, CO
Cathleen Wharton	US WEST Technologies, 4001 Discovery Drive, Boulder, CO
Cherie Eickstaedt	US WEST Communications, 1801 California, Denver, CO
Joan Clonts	US WEST Communications, 1801 California, Denver, CO

Sponsor

SIGCHI: ACM Special Interest Group on Computer-Human Interaction

Publisher

ACM Press/Addison-Wesley Publishing Co. New York, NY, USA

Bibliometrics

Downloads (6 Weeks): 6, Downloads (12 Months): 21, Citation Count: 11

Additional Information:

references cited by index terms collaborative colleagues

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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	Attewell, P. (1990). What is skill? Work and Occupations 17(4), 422-448.
	2	Campbell, J.B., & Velius, G. (1989). On applying speech technologies to directory assistance. Speech Tech'89. 130-132.
	3	Communications Workers of America, International Brotherhood of Electrical Workers, and U S WEST (1994). Job design team future vision.
	4	Floyd, C. (1987). Outline of a paradigm change in software engineering. In Bjerknes, G., Ehn, P., and Kyng, M. (Eds.) (1987). Computers and democracy: A Scandinavian challenge. Brookfield, VT: Gower.
	5	Glaser, R., and Chi, M.T.H. (1988). Overview. In M.T.H. Chi, R. Glaser, and M.J. Farr (Eds.), The nature of expertise. Hillsdale NJ: Erlbaum.
	6	Gray, W.D., John, B.E., and Atwood, M.E. (1993). Project Ernestine: Validating a GOMS analysis for predicting and explaining real-world task performance. Human-Computer Interaction 8, 237- 304.
	7	Hill, A., Malloy, L, Armbruster, L., Fred, C., Boyle, K., Muller, M.J., Tessicini, L., and Plott, C. (1994). White paper: Integrating design engineering and the workforce. Presented to US National Institute of Science and Technology workshop, Seattle WA, October 1994.
	8	Bonnie E. John, Extensions of GOMS analyses to expert performance requiring perception of dynamic visual and auditory information, Proceedings of the SIGCHI conference on Human factors in computing systems: Empowering people, p.107-116, April 01-05, 1990, Seattle, Washington, United States [doi>10.1145/97243.97262]
	9	Alison Kidd, The marks are on the knowledge worker, Proceedings of the SIGCHI conference on Human factors in computing systems: celebrating interdependence, p.186-191, April 24-28, 1994, Boston, Massachusetts, United States [doi>10.1145/191666.191740]
	10	Deborah Lawrence , Michael E. Atwood , Shelly Dews, Surrogate users: mediating between social and technical interaction, Proceedings of the SIGCHI conference on Human factors in computing systems: celebrating interdependence, p.399-404, April 24-28, 1994, Boston, Massachusetts, United States [doi>10.1145/191666.191800]
	11	Matthew Lennig, Putting Speech Recognition to Work in the Telephone Network, Computer, v.23 n.8, p.35-41, August 1990 [doi>10.1109/2.56869]
	12	McEwen, S., and Bergman, H. (1993). Automating directory assistance service: A human factors case study. In Human Factors in Telecommunications: 14th International Symposium. Darmstadt, Germany: R.v. Decker's Verlag, G. Schenck, 301-309.
	13	Michael J. Muller, Retrospective on a year of participatory design using the PICTIVE technique, Proceedings of the SIGCHI conference on Human factors in computing systems, p.455-462, May 03-07, 1992, Monterey, California, United States [doi>10.1145/142750.142898]
	14	Michael J. Muller , Leslie G. Tudor , Daniel M. Wildman , Ellen A. White , Robert W. Root , Tom Dayton , Rebecca Carr , Barbara Diekmann , Elizabeth Dykstra-Erickson, Bifocal tools for scenarios and representations in participatory activities with users, Scenario-based design: envisioning work and technology in system development, John Wiley & Sons, Inc., New York, NY, 1995
	15	Rory Stuart , Gareth Gabrys, A speech compression proposal for directory assistance operators: GOMS predictions, INTERACT '93 and CHI '93 conference companion on Human factors in computing systems, p.159-160, April 24-29, 1993, Amsterdam, The Netherlands [doi>10.1145/259964.260171]
	16	Leslie Gayle Tudor , Michael J. Muller , Tom Dayton, A C.A.R.D. game for participatory task analysis and redesign: macroscopic complement to PICTIVE, INTERACT '93 and CHI '93 conference companion on Human factors in computing systems, p.51-52, April 24-29, 1993, Amsterdam, The Netherlands [doi>10.1145/259964.260057]
	17	Tudor, L.G., Muller, M.J., Dayton, T., and Root, R.W. (1993). A participatory design technique for high-level task analysis, critique, and redesign: The CARD method. In Proceedings of the Human Factors and Ergonomics Society 1993 Meeting, Seattle WA, October 1993, 295-299.

CITED BY 11

	Michael J. Muller, Layered participatory analysis: new developments in the CARD technique, Proceedings of the SIGCHI conference on Human factors in computing systems, p.90-97, March 2001, Seattle, Washington, United States
	Michael J. Muller , Cathleen Wharton , William J. McIver, Jr. , Lila Laux, Toward an HCI research and practice agenda based on human needs and social responsibility, Proceedings of the SIGCHI conference on Human factors in computing systems, p.155-161, March 22-27, 1997, Atlanta, Georgia, United States
	Ellen Balka, Gender and skill in human-computer interaction, Conference companion on Human factors in computing systems: common ground, p.325, April 13-18, 1996, Vancouver, British Columbia, Canada
	Ellen Balka, Gender and skill in human computer interaction, Conference companion on Human factors in computing systems: common ground, p.93-94, April 13-18, 1996, Vancouver, British Columbia, Canada
	Michael J. Muller, Participatory design: the third space in HCI, The human-computer interaction handbook: fundamentals, evolving technologies and emerging applications, Lawrence Erlbaum Associates, Inc., Mahwah, NJ, 2002
	S. L. Kogan , M. J. Muller, Ethnographic study of collaborative knowledge work, IBM Systems Journal, v.45 n.4, p.759-771, October 2006
	Laurent Karsenty, Effects of the amount of shared information on communication efficiency in side by side and remote help dialogues, Proceedings of the fifth conference on European Conference on Computer-Supported Cooperative Work, p.49-64, September 07-11, 1997, Lancaster, UK
	Michael J. Muller, Invisible Work of Telephone Operators: An Ethnocritical Analysis, Computer Supported Cooperative Work, v.8 n.1-2, p.31-61, Feb. 1999
	Thomas Erickson , Catalina M. Danis , Wendy A. Kellogg , Mary E. Helander, Assistance: the work practices of human administrative assistants and their implications for it and organizations, Proceedings of the ACM 2008 conference on Computer supported cooperative work, November 08-12, 2008, San Diego, CA, USA
	Laurent Karsenty, Cooperative work and shared visual context: an empirical study of comprehension problems in side-by-side and remote help dialogues, Human-Computer Interaction, v.14 n.3, p.283-315, September 1999
	Anette Kira , David M. Nichols , Mark Apperley, Human communication in customer-agent-computer interaction: Face-to-face versus over telephone, Computers in Human Behavior, v.25 n.1, p.8-20, January, 2009