the university of north carolina at chapel hill improving im collaboration in the workplace kirstin...
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THE UNIVERSITY of NORTH CAROLINA at CHAPEL HILL
Improving IM Collaboration in the Workplace
Kirstin WilliamsCOMP 790-063
THE UNIVERSITY of NORTH CAROLINA at CHAPEL HILL
FTF Interactions
+ Visual awareness of target’s presence
+ Visual awareness of target’s workload
+ Shared sense of value of interruption
+ Immediate sense of response urgency and time demand
– Can be intrusive
– Unwanted prolonged discussions
– No multitasking
– Greater time demands
THE UNIVERSITY of NORTH CAROLINA at CHAPEL HILL
IM Collaboration
+ Less intrusive
+ Multitasking
+ Quick and spontaneous with little additional effort
+ 140M plus users
– Social Play?
THE UNIVERSITY of NORTH CAROLINA at CHAPEL HILL
IM in the Workplace
Are people actually using IM for work??
THE UNIVERSITY of NORTH CAROLINA at CHAPEL HILL
AT&T Research Study
● 437 participants– Used client for at least a week
● Spanned 16 months● Chat content analysis
– Most users at work
THE UNIVERSITY of NORTH CAROLINA at CHAPEL HILL
Nature of IM at Work
• Simple info exchange– 91.4% work-related
• Scheduling– 85.7% work-related
• No Response– Reminders
• Work is largest category– 60% of conversations Figure published in “The Character, Functions, and Styles of Instant Messaging in the Workplace”
THE UNIVERSITY of NORTH CAROLINA at CHAPEL HILL
Nature of IM at Work
• Work– Work Talk
– Work-Related Talk
– Doing Work
Figures published in “The Character, Functions, and Styles of Instant Messaging in the Workplace”
THE UNIVERSITY of NORTH CAROLINA at CHAPEL HILL
IM in the Workplace
Are people taking advantage of the ability to perform multiple tasks?
THE UNIVERSITY of NORTH CAROLINA at CHAPEL HILL
Multitasking
● 86% of all users multitasked● Analyzed focus switching
– Once every 70 seconds!!
● Activity not from multiple conversations– 77% never had overlapping conversations
THE UNIVERSITY of NORTH CAROLINA at CHAPEL HILL
IM in the Workplace
Does IM create unwanted interruptions and affect productivity?
THE UNIVERSITY of NORTH CAROLINA at CHAPEL HILL
Effects of Interruption
• Helper– Saves jumpers
– Sees image
• Seeker– Sees pieces of image
– Asks 20 ?s
• More jumpers saved with less interruptions
THE UNIVERSITY of NORTH CAROLINA at CHAPEL HILL
IM in the Workplace
How can we control IM interruptions?
THE UNIVERSITY of NORTH CAROLINA at CHAPEL HILL
Current Control Methods
• Toggle Device Status– May forget to turn off– May forget to turn back on
• Screen Incoming Messages– Negative social dynamic– Time spent assessing each
message• “Away” Status
– Forget to set– Miss valuable messages
• Proactive Management– Forget to switch between
accounts
THE UNIVERSITY of NORTH CAROLINA at CHAPEL HILL
Traditional IM Client
● Sounds for incoming/outgoing message
● Indicator of away/available● Hover produces idle time● Focus indicator
THE UNIVERSITY of NORTH CAROLINA at CHAPEL HILL
AT&T’s Hubbub
• Individual Sound ID• Location of user
THE UNIVERSITY of NORTH CAROLINA at CHAPEL HILL
IM in the Workplace
Can we improve IM to make a seeker aware of a target’s presence?
THE UNIVERSITY of NORTH CAROLINA at CHAPEL HILL
Awarenex
• Logs location
• Tracks online calendar
• Observes e-mail activity
• Updates every minute
• Presents seeker with visualization of helper’s activity
THE UNIVERSITY of NORTH CAROLINA at CHAPEL HILL
Awarenex Actogram
• Displays start, stop, and lunch trends• Can display daily trends and reoccurring meetings• Makes a seeker aware of the target’s trends in presence• Can augment with Horvitz’s work on return prediction• Target may be reachable, but not receptive…
Figure published in “Work Rhythms: Analyzing Visualizations of Awareness Histories of Distributed Groups”
THE UNIVERSITY of NORTH CAROLINA at CHAPEL HILL
Lilsys
• Presence data
• Availability detection– Sound
– Phone
– Door
• Vague status displays– Plausible deniability
• No feedback about willingness to receive a disruption…
THE UNIVERSITY of NORTH CAROLINA at CHAPEL HILL
Notification Platform
• Seeker provided with video sequence of target’s activity• Target can annotate video with busy times• Compromising privacy!
THE UNIVERSITY of NORTH CAROLINA at CHAPEL HILL
BusyBody Status
• Training phase with “busy palette”
THE UNIVERSITY of NORTH CAROLINA at CHAPEL HILL
BusyBody COI
• Assess probability helper is in state S
• Train Bayesian Network
• Build case library
• Evaluate Expected Cost of Interruption
• Display cost to seeker
• Start to infer willingness to receive an interruption
THE UNIVERSITY of NORTH CAROLINA at CHAPEL HILL
IM in the Workplace
Will a seeker pay attention to the information presented to them in an awareness display about the target’s presence and availability?
THE UNIVERSITY of NORTH CAROLINA at CHAPEL HILL
Motivation to Heed Awareness Display
• Awareness Display– None
– Abstract
– Full
• Motivation– Team
– Individual
THE UNIVERSITY of NORTH CAROLINA at CHAPEL HILL
Performance Improved!
• Helper saves more jumpers– Seeker more motivated
– Seeker more aware
– Helper given control
THE UNIVERSITY of NORTH CAROLINA at CHAPEL HILL
IM in the Workplace
How can we enable the target to help their performance even when seeker disregards awareness displays?
THE UNIVERSITY of NORTH CAROLINA at CHAPEL HILL
QnA
• Relates to Winograd’s Action Workflow
• Question and Answers are adjacency pairs
• Questions often require a quick response
• When you send a question, you are often awaiting a response
• Help target filter messages by alerting them of questions and answers
THE UNIVERSITY of NORTH CAROLINA at CHAPEL HILL
QnA
• Question matched with strings– Use ExpectingResponse if target just sent a
question
– Use IncomingQuestion if target receives a question
• Response if adjacent to question– Use IncomingResponse if a message is
received and ExpectingResponse is set
• Notify user
• Can extend this concept with Horvitz’s prioritizing work
THE UNIVERSITY of NORTH CAROLINA at CHAPEL HILL
The Ultimate IM
• Detect presence
• Monitor our social interaction
• Assess our cost of interruption
• Enable us as a target
THE UNIVERSITY of NORTH CAROLINA at CHAPEL HILL
Summary
• IM in the workplace
• IM as a distraction
• Traditional disruption control methods
• New approaches to control messages
• Seeker’s motivation
• The Ultimate IM Tool
THE UNIVERSITY of NORTH CAROLINA at CHAPEL HILL
Questions??
THE UNIVERSITY of NORTH CAROLINA at CHAPEL HILL
IM Statistics
• Heavy users– More short turns
– More threading
– Fewer conversation closings
– More likely to allow interruptions
• Light users– Longer duration
– Less threading
– Quicker 1st message response time
Figure published in “The Character, Functions, and Styles of Instant Messaging in the Workplace”
THE UNIVERSITY of NORTH CAROLINA at CHAPEL HILL
Controlling Interruption
• Helper saves more jumpers– Seeker more motivated
– Seeker more aware
– Helper given control
• Display results– No display = no awareness
– Abstract Display = good awareness
– Full Display = too busy