Computer-mediated communication

1. Computer-mediated communication Acknowledgements to Euan Wilson (Staffordshire University)

2. Topic includes • E-mail • Bulletin boards • Structured message system • Computerised meeting rooms • Video conferencing

3. E-mail • In relation to Groupware email is the • most popular • least expensive • most successful • Systems vary with respect to the amount of support provided for Groupware functions

4. E-mail (2) • E-mail stages • Preparation • Despatch • Notification • Receipt

5. Bulletin boards • Contributions are submitted by users to a specific conference or newsgroup • Contributions may be moderated by a bulletin board administrator • Following possible moderation, contributions are made available to all users of the service.

6. E-mail v Bulletin Boards • In e-mail the message author selects the recipients, though some distribution lists may be administered centrally. • In bulletin boards, it is the recipient who decides what to subscribe to. • Senders do not know who will read their contributions. • Contributions may be moderated.

7. Question • Does the “mail box” you use provide enough functionality to be the core of a Groupware system ?

8. Definition of Groupware (1) • Lynch et al. (1990) • “groupware is distinguished from normal software by the basic assumption it makes; groupware makes the user aware that he is part of a group, whilst most other software seeks to hide and protect users from each other …”

9. Definition of Groupware (2) • Two main types of groupware exist • Asynchronous • Synchronous

10. Definition of Groupware (3) • Refined by Preece [1994] (who adapted Shneirderman [1992]) (definition of CSCW) • Same time Different times Same place face-to-face Asynchronous interaction (class rooms, (project scheduling, co- meeting rooms) ordination tools) Different place Synchronous distribution Asynchronous distribution (shared editors, video (email, bulletin boards, windows) conferences)

11. De Sanctis and Gallupe (1987) • Johansen (1988) • Baecker et al (1995)

12. Asynchronous Groupware • E-mail • originally “point to point” communication • snail mail but with greater speed and efficiency • Newsgroup • extension of email • centrally stored • ordered / structured

13. Issues • Electronic etiquette • changes in group dynamics • allows the employees to feel “connected” • problems of authority, control and influence • junk mail • structure

14. Structured Messages • Structured messages systems represent an attempt to provide users with better methods of organising, classifying, filtering and managing messages • creation of “intelligent” processes which delegate tasks to agents

15. Information Lens • Malone et al. 1987, 1989 • an environment for intelligent email management using semi-structured messages • methods for mail management via the specification of rules for processing messages

16. Object Lens and Oval • Malone et al 1988, 1992 • representation of “things” in the world as semi structured objects with template based interfaces • summarising collection of objects into views • development of rule based agents

17. Multimedia mail • Allows data other than text • images • audio • video • IBM 1995, Wang Labs 1989 • MIME - multipurpose Internet mail extensions

18. Computational mail • Embedding of programs within email (Borenstein 1993) • active messages can carry out particular interactions with recipients in addition to transmitting information

19. Language / Action Perspective • One way in which interdependencies amongst co-workers can is achieved is through language • Winograd defines conversation as a means • to indicate a co-ordinated sequence of acts that can be interpreted as having linguistic meaning”

20. Co-ordinator • Each message is treated as a move in a conversation. • A request can be followed by • accepting that request • declining the request • offering an alternative • nothing • Each leads to other steps

21. Workflow • In e-mail the focus is on the process of messaging • In workflow processing, the focus is on messages that define process

22. Co-operative Hypertext • focus instead on the corpus of messages or other computer documents and their interrelationships • web of complex information is recorded and structured into a hypertext • examples, collaborative knowledge building, asynchronous collaborative writing, organisational memory

23. Organisational Memory • Conklin (1992) • organisations must shift from a document and artefact orientated paradigm to one that embraces process as well • software that integrates three technologies • hypertext • groupware • rhetorical method (Issue based information system)

24. Rhetorical method • Can improve quality of dialogue • by providing structures for discussions about complex problems • improved conversation record • recorded by thread rather than time

25. Lotus Notes • Most successful organisational memory product • is “an integrated communications and data base network application designed to gather, organise and distribute information among work groups, regardless of individual members physical locations” • Connor (1992)

26. First major user of Notes • Price-Waterhouse • three major business issues • Nobody knew who had the knowledge needed to solve a particular problem • PW professional were constantly re-inventing the wheel • need for better communication • Laube, PW Chief Information Office • introduced from the top-down

27. Advantages • Increased structure raises potential for automation, for example in: • Message-base searching (e.g. with keywords) • Tracing conversation threads • Automatic routing to relevant users. • Formalised model of conversation: • focuses attention • clarifies actions • clarifies deadlines

28. Disadvantages • Rigid message structure leads to bending of message types etc. • Over use of reminders can lead to sabotage and widespread disillusion • Formal communications model can straight-jacket communications.

29. Synchronous Groupware • Desktop conferencing systems • Electronic meeting rooms • Media spaces