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Toward a Socio-Technical Pattern Language
How do we help design teams align people, process, and technology?
John Thomas, IBM Research
Madeira, Portugal,
29 July 2003
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Outline The Case for Paying Attention to Humans
as part of Complex Human-Computer Systems
Design and Science Social – Technical Relationships Patterns and Pattern Languages Some Proposed Socio-Technical Patterns Christopher Alexander’s Fifteen Properties
from The Nature of Order
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Tom Landauer’s The Trouble with Computers
Zero correlation between dollars industry spends on IT and productivity increase
Zero correlation within industry on dollars spent on IT and productivity increases
New IT systems without HCI show average increase of 1%/annum productivity gain
New IT systems with HCI increase productivity average of 30%/annum
Host of other articles, books, etc. point to cost-effectiveness of HCI work
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Yet, applications with bad HCI designs still sap productivity; make for poor user experience
HCI applied too late Lack of expertise Rush to market Organizational
deadlock Marginal utility too
small on application by application basis
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An interesting fantasy…. Much is known about the social aspects of
complex systems. This is published in textbooks, journals, and
the proceedings of conferences; e.g.,– Computer Supported Cooperative Work– European Computer Supported Cooperative
Work– CE2003
Systems designers will read this material themselves or hire social scientists when designing complex systems that involve human beings
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Reality…
Such material is generally unknown Specialized vocabulary and presumption
of background knowledge and Weltanschauung (Worldview)
Development schedules and pressures make it hard to read even within computer science and engineering
Material is in the form of “what is” not
“What should we do”
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Potential Forms of Knowledge
Known, Predictable, Unchanging, Simple
Unknown, Unpredictable, Changing, Complex
Algorithms, Formulae, Programs, Machines
Patterns
Guidelines
Heuristics, Principles, Properties
Case Studies
Stories
Ethical values and fluid intelligence
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How can we help the designer DESIGN?
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The Importance of the Social Robert Putnam: Making Democracy Work
(Italy) Bowling Alone (America) Impacts health of individual more than
smoking Impacts on whether we have a sustainable
approach to the world’s resources Impact on war and other miseries Corporations now supporting collaboration
and communities of practice Socially defined intelligence: Evan’s Thesis
on figures analogies
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Some ways social and technical can interact
Technology supports existing practice (NOTES TeamRoom)
Technology changes, or destroys existing practices (garages)
Technology allows systems otherwise too costly (Babble, Co-labs)
Technology designed for one purpose; is adopted for social purpose (e-mail)
Technology designed for one function has unintended social consequences (microwave, dishwasher)
Technology impacts individual minds & this impacts social functions (video games & impatience)
Technology changes society (automobile) Changes in technology lead to desired changes in social
systems
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Some Aspects of Socio-Technical Interaction
Is coordinated rhythm Required (R), Helpful (+),Neutral (0), Harmful (-), or Incompatible with respect to goals ?
Is conversation R, +,0,-, I with respect to goals? Negotiation ? Shared stimlus in terms of the gross context ? Shared fine stimulus context ? What is the Physical positioning of people? How are Goals controlled? Is physical contact Required, Helpful, Neutral,
Harmful or Incompatible with meeting goals?
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Additional Aspects of Socio-Technical Situation
Perceived game-theoretic aspects Preconscious game-theoretic aspects Visual Fidelity, timing of Communication Auditory Fidelity, timing of Communication Other senses involved Token interaction: cf. Football, Chess, Golf Instrumental Space of Conversational Topics Expressive Space of Conversational Topics
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E.g. Washing Dishes
Hand Washing Duo Rhythm required Side by side
“confessional” Conversation OK Team accomplishes
the work High shared stimulus
context
Using Dishwasher Rhythm not required Unitary better Conversation ? Team or One prepares
machine to accomplish the work
Moderate shared stimulus context
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Fixing Dinner
Traditional cooking Negotiation Required High shared stimulus
context (same meal) Synchronous activity Conversation likely
Microwave No negotiation
required (separate meals)
Asynchronous activity Conversation less
likely (person who is ready first starts some other activity)
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Traditional Queue
Some shared context; however… Perceived as competition for limited
resource (tickets may run out) People in front are costing you time Face to Back of Head orientation Asynchronous movement reinforces
individual identity (cf. rowing)
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Vibrating Pager Queue
The obviousness of the competition has been greatly reduced
No requirement to “face the same direction”
Face to face interaction possible Conversation is much more likely
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Enhanced Telephone Help Desk Queue
Many more people need help solving technical problem than servers available
People describe problem ASR used to group similar problems People are bridged onto a conference call Synthesis announces to group their areas of
overlapping interest Group may be able to solve the individual problems When available, help first gives generic advice
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Patterns Behavioral Patterns vs. Design Patterns Application Areas:
– OO Programming – Business Process Patterns– Human Computer Interaction & Sociotechnical
Patterns• CHI ’97 Workshop• Interact ’99 Workshop• CHI 2000 Workshop• CHI 2001Panel• DIAC 2002 & subsequent on-line work on Pattern Language• CHI 2002 Workshop• CSCW 2002 Workshop• CHI 2003 Workshop DTD for XML• ECSCW 2003 Workshop planned for Helsinki
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Parts of a Pattern– << Pattern Name >>
• Author, reviewer and revision dates:• Synonyms• Abstract (including evocative picture)• Problem • Context • Forces
• Solution (including schematic)• Examples • Resulting Context • Rationale • Related Patterns • Known Uses • References
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A Pattern Language
Christopher Alexander Architectural “Patterns” that capture
recurring problems and solutions Organized into a “Pattern Language” – a
lattice of inter-related Patterns. Examples:
– Eccentric Town Center encourages commuter traffic to stop at Town Center
– European Pub– Gradient of Privacy in homes: porch, entry,
living room, dinning room, kitchen, bedroom
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Some Socio-Technical Patterns Community of Communities Reality Check Radical Co-location Small Successes Early Who Speaks for Wolf? Support Conversation at Boundaries Social Proxy Context-setting Entry Answer Garden Registered Anonymity Anonymized Stories for Organizational Learning Mentoring Circle Levels of Authority Rites of Passage
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Reality Check
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Reality Check
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Who Speaks for Wolf?Visual by www.PDIimages.com
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Small Successes Early
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Support Conversation at the Borders
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Potential Uses of a Pattern Language Approach
Problem identification and formulation Lingua franca among stakeholders Problem solving (tool of thought) Design, maintenance (understanding implications
of change) and documentation Capture, find, and share reusable intellectual
assets Structure empirical tests of usefulness Marketing: ties to impacts on people’s image and
experience
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Challenges to Pattern Approach
Developing the Pattern Language – capturing the “inter-connection and inter-dependencies of patterns”
Different tools for different pattern-user groups– Instantiating a pattern as a software artifact
(e.g., Web service)– Developing methodology, services, etc. for
using patterns (e.g., facilitating pattern-user via a Web service or wizard)
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Christopher Alexander’s Fifteen Properties from The Nature of Order
1. Levels of scale. 2. Strong centers. 3. Boundaries. 4. Alternating repetition. 5. Positive space. 6. Good shape. 7. Local symmetries. 8. Deep interlock and ambiguity. 9. Contrast. 10. Gradients. 11. Roughness. 12. Echoes. 13. The Void. 14. Simplicity and Inner Calm. 15. Not-separateness.
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Can these be applied to the design of social systems?
* Levels of Scale: Organizations, Divisions,
Departments, Projects, Teams, Individual.
* Positive Space: Opposite of “not my job”; better to have contention than gaps
* The Void: Need empty space and empty time; perhaps even roles of peace
* Roughness: Problems arise when designs presume that they have covered every case.
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Summary and Conclusions
Knowledge, presented as a social science article, does not aid the developer
Pattern Languages and Properties may provide actionable knowledge representations
Initial focus on “Socio-technical patterns” as area of high leverage because:– Much has been learned that is not intuitive– Patterns already exist in software, HCI
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For more information: www.truthtable.com/patterns.html/ www.research.ibm.com/knowsoc/ www.truthtable.com/websitewelcome_page_index.html http://www.cpsr.org/conferences/diac02 http://www.welie.com/patterns/plml/ http://www.pliant.org/personal/Tom_Erickson/InteractionPa
tterns.html http://www.hcipatterns.org/ http://www.cpsr.org/program/sphere/patterns/ http://www.ibm.com/developerWorks/patterns/ http://jerry.cs.uiuc.edu/~plop/plop2003/cfp2003.html http:/www.cs.kent.ac.uk/people/staff/saf/patterns/
gallery.html http://www.groupware-patterns.org/ http://www.lmu.ac.uk/ies/comp/research/isle/janetfinlay/