CSCW and Groupware

1. CSCW and Groupware Algumas considerações Ferramenta, projetos e idéias Por Sérgio Crespo Maio/2003

2. Mas afinal, o que é isso? • Segundo Tom Brinck[1], CSCW (Computer-Supported Cooperative Work) refere-se ao campo de estudo que examina o projeto, adoção e uso de tecnologias de groupware. Descreve sua forma de socialização , competição e jogos sobre a informação. Este campo de estudo tem interessado pessoas que trabalham nas áreas de produção e estudo sobre a interface, comportamento organizacional, cientistas, psicologia organizacional, comunicação entre pesquisadores, antropologistas dentre outros. • [1] http://www.usabilityfirst.com/groupware/intro.txl.

3. Mas afinal, o que é isso? • Para Randall Whitaker[1], o rótulo CSCW foi inicialmente cunhado por Irene Greif[2] e Paul Cashman em 1894 como uma estratégia de marketing para a referenciar o campo de suporte a empresas ou escritórios integrados que utilizam tecnologias de informação. [1] http://www.informatik.umu.se/~rwhit/CSCW.html • [2] http://domino.watson.ibm.com/cambridge/research.nsf/0/769b032e28fcf7e8852566f10002255f?OpenDocument

4. Outros nomes de CSCW • CSCW possui uma série de taxonomias, dentre as quais podemos citar: BPR(Reengenharia de processos de negócios), CMC(Comunicação mediada por computador), CSCL(Aprendizagem Cooperatica Auxiliada por Computador, Gerenciamento de ciência, Aprendizagem Organizacional, (re)-Design Organizacional, Projeto Participativo. Algumas destas áreas representam fortemente a área de CSCW, outras apresentamuma visão periférica.

5. Domínio da CSCW CSCW Psicologia organizacional Ciências Sociais Tecnologias da Informação Ferramentas de Groupware CScw x csCW

6. Objetivos de CSCW • O principal objetivo de CSCW é descobrir maneiras de se utilizar a tecnologia que a ciência da computação oferece, para aumentar a realização de processos de trabalho em grupo por meio de suporte nas dimensões de tempo e espaço[1]. • [1] http://percolat.csa.iisc.ernet.in/Resources/papers/cscw/cscw_domain.html

7. Satisfazendo a CSCW. AS seguintes noções e tecnologias ajudam a entender os objetivos da CSCW[2]. • WYSIWIS: significa( What You See Is What I See). • [2] http://percolat.csa.iisc.ernet.in/Resources/papers/cscw/cscw_domain.html

8. Satisfazendo a CSCW. • Integração entre diferentes tarefas: integração de componentes de tarefas distintas pode reduzir a distância(gap) entre componentes de diferentes aplicações, permitindo uma visão maior e mais flexivel para uma ferramenta. • Gerenciamento de tempo: ferramentas de Groupware tais como calendário de grupo, organizador de tarefas em projetos auxiliam aos gerentes nas suas tarefas de gerenciamento de seu próprio tempo.

9. Satisfazendo a CSCW. • Multimedia: CSCW pode obter proveito de gráficos e sons para oferecer interfaces mais apropriadas entre os participantes de uma equipe. • Programa personlizados para usuário final: visa permitir um maior grau de customização das ferramentas de groupware por parte do usuário final de forma a atender melhor as suas necessidades.

10. Groupware • Groupware não é simônimo de qualquer classe de produto de TI. Groupware é explicitamente projetado ou construído para dar suporte a atividades coletivas entre trabalhadores. Desta forma, ele é definido por um padrão de uso distribuído entre múltiplos colaboradores [3]. • [3] Dyson,E., Groupware, Whole Earth Review, no. 64 (Fall 1989) , pp. 105-107.

11. Mas então o que é Groupware? • Computer Support for Business Teams, Robert Johansen defines groupware as "specialized computer aids that are designed for the use of collaborative work groups." This definition is better than the "shared data" definition because it helps eliminate multiuser databases from the groupware category. Yet electronic mail fits this definition, as well as some other software sharing tools that experts are still debating[4]. • [4]http://www.alacrityventures.com/DoG.html

12. Mas então o que é Groupware? • Trudy Johnson-Lenz[4] are credited by many as coining the term groupware in 1978. They defined it as "intentional group processes plus software to support them." • A co-evolving human-tool system. Doug Englebart, 1988.

13. Mas então o que é Groupware? • Computer-mediated collaboration that increases the productivity or functionality of person-to-person processes. David Coleman, 1992

14. Groupware: Taxonomia. As 12 categorias funcionais listadas abaixo, formam uma taxomomia lógica para groupware separadas por categorias de serviços [5]. • Electronic Mail and Messaging. • Group Calendaring and Scheduling. • Electronic Meeting Systems. • Desktop Video and Real-time Data Conferencing (Synchronous). • Non Real-time Data Conferencing (Asynchronous). • Group Document Handling. • Workflow. • Workgroup Utilities and Development Tools. • Groupware Frameworks. • Groupware Services. • Groupware Applications. • Collaborative - Internet-based Applications and Products. [5] http://www.collaborate.com/publication/publications_resources_groupware_book_section_1_2.htm.

15. Sucesso em Groupware[5]. Tecnologia + Cultura + Economia + Política -------------------------------- Sucesso em Groupware

16. Porque Groupware?[5] • Downsizing and organizational restructuring or re-design and other trends of the 90's are targeted toward increasing productivity, i.e., fewer people doing more with less. These are not the only challenges for business in the 90's. Increased quality, better customer service, lower cost of sales, greater employee autonomy, and more flexible and responsive organizations are all challenges for the current business climate.

17. Porque Groupware?[5] • Analizando as tendências da indústria, Groupware pode transformar-se em um mercado de bilhoes de dólares em poucos anos, logo, quem serão os seus produtores, quem serão os seus consumidores e qual o motivo da explosão de interesse neste mercado? No próximo slides algumas respostas.....

18. Respostas... [5] • Melhor controle de custos. • Aumento de produtividade. • Melhoria sobre o serviço do fornecedor. • Suporte a controle de Qualidade total (TQM). • Menos reuniões. • Automação de processos rotineiros. • Integrando a organização com os seus fornecedores. • Integrando equipes separadas geograficamente. • Aumento da competitividade através de uma maior velocidade para análise de mercado. • Melhor Coordenação Global. • Facilidade de oferecimento de novos serviços, que a diferem das concorrentes.

19. Qual a causa da explosão do Groupware? [5] • Existencia de uma infra-estrutura de rede capaz de suportar groupware. • Redução dos preços e aumento de performance do hardware e software apropriados para groupware tornaram isto mais acessível as empresas de pequeno porte. • A crise mundial, forçando as empresa a realizarem um downsizing aumentou a busca por tecnologia. • Empresas com Microsoft, WordPerfect, IBM/Lotus, and Digital Equipment Corporation (DEC) estão difundindo produtos de groupware. • Aumento da competição forçam as empresas a serem ágeis, flexíveis e dinâmicas e desta forma forçando-as a investirem em produtos de groupware. • Aumento da complexidade dos produtos, fez com que empresas necessitem de consultores e equipes ad hoc.

20. Arquiteturas de Conhecimento. [5] • Today we hear more and more about the Knowledge Economy and the belief that the future of business success will be based on the ability to manage and leverage an organization's intellectual capital. What does this mean? And how do you create a framework to manage enterprise knowledge?

21. Arquiteturas de Conhecimento. [5] • Empresas estão acreditando que a habilidade de gerenciar melhor o conhecimento é tremendamente benéfico para todos os níveis da instituição. Por exemplo: a habilidade de parar de re-inventar o céu toda vez que um novo projeto é iniciado, porquê o conhecimento aprendido no passado está disponível e acessível a todos; para colaborar e trabalhar em equipe dispersas geograficamente, aplicando as boas ideias e experiencias; para coordenar e organizar a informação é necessário que o mesmo esteja disponível e compartilhado de forma coerente para diminuir a sobre-carga cognitiva. Estes são pequenos exemplos que justificam o uso de tecnologias de Groupware no suporte a gerência de conhecimento.

22. O Futuro: Uma Arquitetura para organizações conectadas [5]. • O ideal é um sistema de gerência colaborativa integrado de projeto que usa-se o melhor dos produtos colaborativos, ligando tudo para fornecer uma integração quase sem emenda da informação, do fluxo do processo e da confiabilidade.

23. O Futuro: Uma Arquitetura para organizações conectadas [5]. Para exemplificar, após ter usado um sistema da reunião eletrônica facilitar uma discussão específica, as notas da reunião são exportadas em banco de dados tipo Notes ou Collabra, que fornece um forum organizado para fazer da discussão e de decisão em curso para o projeto. O benefício adicional seria derivado se aquelas decisões fossem exportadas diretamente para uma ferramenta de gerência do projeto, como produtos da Digital (Santa Clara, CA) ou da Project Gateway (Sausalito, CA). Idealmente, as tarefas ou as atribuições poderiam então ser importadas em uma ferramenta do workflow que ajudasse não somente no fluxo do processo do projeto, mas permitissem análises "What if" em torno dos recursos do projeto. A ferramenta do workflow também seguiria e distribuiria tarefas e atribuições, com tempo e prazos de data. Tal sistema asseguraria finalmente que quando alguém em uma reunião fosse voluntário ou tivesse atribuído uma tarefa, este, poderia ser monitorado completamente e ser integrado na gerência da planta e de recurso do projeto. O projeto seria terminado, e então o ciclo começaria outra vez.

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26. Exemplos de Ferramentas Building Spoken Language Collaborative Interface Agents Abstract This paper reports on the development of two spoken language collaborative interface agents built with the Collagen system. It presents sample dialogues with the agents working with email applications and meeting planning applications, and discusses how these applications were created. It also discusses limitations and benets of this approach. An abbreviated version of this paper appears as \Lessons Learned in Building Spoken Language Collaborative Interface Agents," by Candace L. Sidner, Carolyn Boettner and Charles Rich, Workshop on Conversational Systems, ANLP-NAACL 2000, Seattle, WA, May, 2000.

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28. Exemplos de Ferramentas EasyWinWin: Managing Complexity in Requirements Negotiation with GSS Abstract More than ¾ of large software projects suffer large cost and schedule overruns or fail outright. Deficits in project requirements cause more than half of these failures and overruns. This is in part because the establishing of software requirements is fraught with complexity. Finding ways to manage that complexity might be an important step in reducing the risk of software development. Group Support Systems (GSS) offer functionality that may reduce some aspects of complexity and reduce the cognitive load of addressing other aspects of complexity. In this paper we examine the sources of causes of complexity in software requirements in the context of EasyWinWin, a requirements negotiation methodology supported by GSS. Early field trials suggest that EasyWinWin is a significant step forward in managing the complexity of establishing requirements, and that further advantage could be gained by combining a GSS solution with other technologies like intelligent agents and requirements management systems.

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30. Exemplos de Ferramentas Redesigning Email for the 21st Century Abstract Electronic mail has become the most widely used business productivity application. However, people increasingly feel frustrated by their email. They are overwhelmed by the volume, lose important items, and feel pressure to respond quickly. Though email usage has changed, our email clients largely have not. Over the past several years, our research group, in conjunction with the Lotus Software group within IBM, has been investigating how people use email and how we might design and build a better email system. We have developed novel visualizations of the documents within mail databases to ease understanding and navigation. We have prototyped systems that incorporate synchronous communication and the ability to annotate individual messages. We have also considered how the structure of information within email might be exploited to provide better automatic summarization. Throughout this work, I have come to believe that no single feature will solve the “email problem.” Email usage is as individual as email users; everyone has their own, idiosyncratic way of dealing with electronic mail. While a new feature may benefit a large number of users, the most effective email system may need to include a large number of such features. The interesting research question, then, is how can a large number of new features be incorporated in email systems in a way that helps, rather than hinders, users.

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32. Exemplos de Ferramentas Conversation Thumbnails for Large-Scale Discussions ABSTRACT We present a new interface for large-scale online conversations. Our technique, the Conversation Thumbnail, differs from existing discussion interfaces in two respects. First, it employs a focus+context visualization technique that exploits message-level metadata to provide an easily navigable overview of a discussion. Second, it helps reduce conversational redundancy and improve coherence via a fast automatic search mechanism that highlights related messages during message composition. The Conversation Thumbnail Viewer is currently implemented as a Java applet that can be applied to a variety of discussion data sources.

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35. Exemplos de Ferramentas Understanding Sequence and Reply Relationships within Email Conversations: A Mixed-Model Visualization ABSTRACT It has been proposed that email clients could be improved if they presented messages grouped into conversations. Na email conversation is the tree of related messages that arises from the use of the reply operation. We propose two models of conversation. The first model characterizes a conversation as a chronological sequence of messages; the second as a tree based on the reply relationship. We show how existing email clients and prior research projects implicitly support each model to a greater or lesser degree depending on their design, but none fully supports both models simultaneously. We present a mixed-model visualization that simultaneously presents sequence and reply relationships among the messages of a conversation, making both visible at a glance. We describe the integration of the visualization into a working prototype email client. A usability study indicates that the system meets our usability goals and verifies that the visualization fully conveys both types of relationships within the messages of an email conversation.

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37. Exemplos de Ferramentas Abstract. After taking the Internet by storm, Instant Messaging applications are now beginning to appear in the workplace and on mobile devices. A key feature of these applications is continuous provision of information about the presence and availability of others. This allows users to decide with whom, when, where and how to make contact, in ways similar to when they would have been co-located. For mobile knowledge workers, this technology promises not only to improve reachability and availability, but also to reduce the amount of inconvenient interruptions. Inspired by this, in our research we explore which context information is instrumental for the communication of mobile knowledge workers and their contacts. In this paper, we describe the results of empirical research into communication behaviour of (mobile) knowledge workers in two organisations. We also describe the results of an interaction design session with knowledge workers in these organisations. An important finding, both from the empirical research and the design session, was that information from electronic calendars was seen as a very valuable source of context information. Even for location information, electronic calendars seem to be preferred as source above automatic sources like GPS and the mobile phone network.

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41. Exemplos de Ferramentas CollabLogger: A Tool for Visualizing Groups At Work Abstract The CollabLogger is a visual tool that supports usability analysesof human-computer interaction in a team environment. Participants in our computer-mediated activity were engaged in a small-scale manufacturing testbed project. Interactions of the group were mediated by Teamwave Workplace1 and the members performed both synchronous and asynchronous activities depending on their availability, project requirements, and due to chance meetings in the collaborative space. The software was instrumented to log users’ interactions with the system and each other. The CollabLogger addresses the problem of helping investigators analyze the volumes of log data that groupware tools can generate. Visual tools are powerful when large amounts of diverse data present themselves. The place-based collaboration environment offered by Teamwave Workplace provided a level of organization that allowed us to create a visual interface with which to perform exploratory sequential data analysis. Preliminary use of the tool shows that usability engineers can employ the visual display to form hypotheses about subject’s interactions with the GUI interface and with each other.

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43. Exemplos de Ferramentas PDAs and Shared Public Displays: Making Personal Information Public, and Public Information Personal ABSTRACT We are investigating how people move from individual to group work through the use of both personal digital assistants (PDAs) and a shared public display. Our scenario of this work covers the following activities. First, mobile individuals can create “personal” notes on their PDAs. Second, when individuals meet in real time, they can selectively “publicize” notes by moving them to a shared public display. Third, the group can manipulate personal and public items in real time through both PDAs and the shared public display, where the notes contained on both PDAs and public display are automatically synchronized. Finally, people leave a meeting with a common record of their activity. We describe our SharedNotes system that illustrates how people move through this scenario. We also highlight a variety of problematic design issues that result from having different devices and from having the system enforce a rigid distinction between personal and public information.

44. Exemplos de Ferramentas ABSTRACT Most studies of collaborative writing have focused on mature writers who have extensive experience with the process of writing together. Typically, these studies also deal with short, somewhat artificial tasks carried out in a laboratory, and thus do not extend over a period of time as real writing usually does. This paper describes an ethnographic study of collaborative writing by two groups of 4 grade six students using synchronous collaborative writing software for one hour per week over a 12 week period. Despite initially having little appreciation of what it means to write together, and no experience in synchronous collaborative writing, both groups produced nearly one dozen short collaboratively conceived, written, and edited documents by the end of the study. A careful analysis of video tape records, written documents, questionnaires, and interviews demonstrated the importance of concepts such as awareness, ownership, and control in the writing process, and highlighted many examples of strengths and weaknesses in the writing software.

45. Projetos IBM MoMail explores rich user experiences for email on a PDA. Our goal in this project is not simply to overcome the known challenges in designing PDA applications (small screen, no full size keyboard), but to support the way people really work with email. For example, email users frequently search for information in prior emails before composing a reply, yet traditional multiple window management is difficult on small devices.

46. Projetos IBM Instant Collaboration uses light-weight and instantaneous forms of sharing information in order to encourage unstructured ad-hoc collaboration from email. Our goal is to bridge the gap between ad-hoc communication in email and more formal collaboration in shared team workspaces. We are interested in exploring the intersections between egocentric vs. public, unstructured vs. structured, and ad-hoc vs. formal types of collaboration.

47. Projetos IBM Visualizing Large-Scale Discussions Even after almost 20 years, discussion threads continue to be one of the best ways to hold a discussion with a large number participants. Threads of messages and replies often focus on a single topic, while forums of threads cover whole topic areas. Current interfaces for threaded discussions are quite basic -- they provide minimal functionality and are often cumbersome to navigate. Users are generally presented with a purely textual interface, despite the graphical nature of the World Wide Web. As a result, much of the information that provides users with context and a better idea of what they want to read, is not available.

49. Projetos IBM Reinventing Email Over the past 20 years, email has evolved from simple electronic letter writing to include much richer and varied usage. Today emails serve as conversations, event notifications, sources of background information, contact lists, records of past activity, and components of business workflow and eCommerce transactions. Many people describe "living in their email", with email playing a central role in how they organize, remember, and conduct their work. Despite these major changes in email use, our email tools have changed very little.People increasingly describe problems and challenges in dealing with their electronic communications. People are overwhelmed by the volume of mail they receive, report losing track of things, and find it hard to be responsive. We believe there is a need -- and an opportunity -- tofundamentally rethink the tools people use to work with their electronic communications. We are approaching this challenge through a combination of user studies, design explorations, and functional prototypes.