16.11.2001dr. ingrid wetzel1 e-business und e-service vorlesung 2 support for teams work at boeing,...
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16.11.2001
Dr. Ingrid Wetzel 1
E-Business und E-Service
Vorlesung 2
Support for Teams
Work at Boeing, Seattle, M&CT Research Lab, Team: L. Fuchs, S. Poltrock, I. Wetzel
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OutlineOutline
• Motivation and Objective • How teams cooperate• Problems created by geographic distance• Advantage of multimedia support• Problems of integrating different media• Design Ideas and Prototype• Summary
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Motivation
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Motivation: Teams as Strategic AssetMotivation: Teams as Strategic Asset
Quick responses to changingmarkets
Developmentof complex
systems
Virtual Organizations
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Example: BoeingExample: Boeing
• Teams include people from different companies, regions, countries, continents
• Physically collocating all team members is often expensive and impractical
Situation• Boeing 777: „Working together“• 150 cross-discipline teams, arranged
around aircraft volumes, with members selected for specialized knowlege and skills
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Objective and FocusObjective and Focus
How can multimedia technology enable teams to worktogether more effectively across time and distance
to support team cooperation,
not specific development tasks
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How Teams cooperate
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Cooperative Work and TeamCooperative Work and Team
H. Oberquelle, Kooperative Arbeit und Computerunterstützung, Verlag für angewandte Psychologie, 1991
„Cooperative work comprises work situations in which several people are working together for achieving a result which, under the given circumstances, can‘t be accomplished individually”.
agreement about common goals, scarce resources, coordination, communication about aims and conventions.
People working together on a joint task form a cooperative group or a team.
„Cooperative work comprises work situations in which several people are working together for achieving a result which, under the given circumstances, can‘t be accomplished individually”.
agreement about common goals, scarce resources, coordination, communication about aims and conventions.
People working together on a joint task form a cooperative group or a team.
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Cooperative Work (again)Cooperative Work (again)
„..People engage in cooperative work when they are mutually dependent in their work and therefore are required to cooperate in order to get the work done.“
„..People engage in cooperative work when they are mutually dependent in their work and therefore are required to cooperate in order to get the work done.“
K. Schmidt, L. Bennon, Taking CSCW Seriously: Supporting Articulation Work, CSCW Journal 1992
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Articulation WorkArticulation Work
Comprises all “add-on” activities necessary because of working together (and not individually).
„..Due to the very interdependence in work that gave rise to the cooperative work arrangement ... the distributed nature of the arrangements must be ... managed. The distributed activities must be articulated“.
Comprises all “add-on” activities necessary because of working together (and not individually).
„..Due to the very interdependence in work that gave rise to the cooperative work arrangement ... the distributed nature of the arrangements must be ... managed. The distributed activities must be articulated“.
K. Schmidt, L. Bennon, Taking CSCW Seriously: Supporting Articulation Work, CSCW Journal 1992
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Example: LRU-IPTExample: LRU-IPT
• Volume LRU: An LRU is a box that can be replaced while the plane is at the gate, and the Bleed Air LRU controls airflow used to start the engines.
• LRU-IPT comprises:
Software Engineer
Quality Control Engineer
Electrical Engineer Team Lead knowledgeable about this domain
Customer Representativefrom the group resonsible for all the electronic equipment on the plane
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Articulation WorkArticulation Work
ProgramManager
SystemSEIT
ProgramSupport
Team(supports all
teams)
IPT
IPT
IPT
SEIT
SubsystemSEIT
SubsystemSEIT
IPT
IPTIPT
IPT
IPT
Teams have to • plan their work • follow their plan• manage a huge
amount of documents • control their status....
System
Subsys Subsys Subsys
System
Subsys Subsys Subsys
Customer
Specification tree
WBS
IPPD Organization
System
Subsys Subsys Subsys
• Requirements• Objectives• Operational processes• Support processes• Specification• System definition• Product breakdown structure (PBS)• Work breakdown structure (WBS)• Program organizational structure
IPT Lead
Program Manager
mapping
mapping
Status Reports,Preliminary Results
Status Reports,Preliminary Results
BriefingBriefing
DecisionDecision
IssueIssue
Action ItemAction Item
MeetingMeeting
Approvals,Product
Approvals,Product
DesignDesign
Acknowledgements,Modification requests,
Questions
Acknowledgements,Modification requests,
Questions
RequestRequest ExecuteExecute DeliverDeliver AcceptAcceptAgreeAgree
PlanPlan
RSVPRSVP
AcknowledgementAcknowledgement
AcknowledgementAcknowledgement
AcknowledgementAcknowledgement
AgreementAgreement
DiscussionDiscussion
Understand program
goals
Doing the work
Projected course of the work
Current state of the work
• SOO• PWBS• TPM• MIR• Business
Objectives• Requirements• Specifications
Who• IPTs• Team
Rosters
• RAM • WBS• PBS• Phasing Plan• Schedules• Risks
• Project
plates• Stop light
charts
Deliverables/Events
• SDRLs • Reviews
What• Action items• Decision logs• Activity logs• Coord. Sheets• Work Statement
9 December 199813
OC1.1 Project Initiation ReviewOSCAR-PRES-032-V1
Printed document is for reference only; verify version number with on-line system.
J F M A M J J A S O N DCY-01
J F M A M J J A S O N DCY-00
J F M A M J J A S O N DCY-02
J F M A M J J A S O N DCY-99
M J J A S O N D
I-4 I-6
Notes:OC1.1 includes:- Conversion (w/ 13C)- AMRAAM- 1760B
AMC&D Development
I-5 flight test
I-6 flight test
OC1.21.8mh 1.8mh
OSCAR H/W Funding
1 2 2 2AV-8B Deliveries
AMC&D Qual
SOF
Integration
DT
DT DT/OT
Allied OC1.1 Release
1.2 Integration
AV-8B AMC&DRequirements
AMC&D RDTFRP - MS III
OC1.1 Sys OTOC1.2 includes:- JDAM- ASTE/CMWS
2
CY-98
AMRAAM Shots
CDRPDR
Release date tointegration test
DT/OT
I-3First Flight
1
2 December 1998
OTRR
1.8mh
I-5I-4 flight test
OC1.2
OTRR
FOT&E
I-5 FLT
2
Allied H/W Contract
Allied Deliveries (2/month)
WMC Qual
WMC RDT
ScheduleScheduleSchedule
H/W Del.June 03
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Informal Articulation WorkInformal Articulation Work
• People meet at their desks
– opportunistic interactions
• People meet in hallways– social interactions
• People meet in (scheduled) meetings – coordination, reporting status and giving
directions
Software Engineer
Quality Control Engineer
Electrical Engineer Team Lead
Customer Representative
meetingsproblems
advantage disadvantage
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Articulation WorkArticulation Work
to support team coordination
Obstacle: • Team members rarely
view articulation work as their primary work activity
Importance:
Teams spent the
majority of their work
time performing
articulation work.
But: Articulation Work is difficult to observe and analyse.
– uninteresting facet– not learned in their
university engineering classes
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How Teams CoordinateHow Teams Coordinate
DocumentsDocuments ProceduresProcedures MeetingsMeetings InteractionsInteractions
Formal Informal
Collocated
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Problems created
by geographic
distance
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Problems with Informal Articulation WorkProblems with Informal Articulation Work
Lack of knowledge of people – Lack of trust– Difficult to manage– Cultural Drift
Communications are difficult– Use of different media– Reactions are difficult
to interpret– Words are not
enough
Frequency and quality of communications declines sharply
Lack of synchroneous awareness
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Problems with Formal Articulation WorkProblems with Formal Articulation Work
Less indication of work progress and status– electronical models
instead of physical ones
– who did what?
Coordination more time consuming– Structure substitutes
mutual adjustment
Responsibility– designing and
organizing formal articulation articfacts
Lack of asynchroneous awareness
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Advantage of
Multimedia Support
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Multimedia Multimedia
Computer Science: Means for communication and
representation of information
Media Science: Means for communication with a
symbolical character (needing interpretation)
Combination: Media mediate between people, are a
means for notifications and enable communication and cooperation in social communities.
Computer Science: Means for communication and
representation of information
Media Science: Means for communication with a
symbolical character (needing interpretation)
Combination: Media mediate between people, are a
means for notifications and enable communication and cooperation in social communities.
„The word also incorporates the meaning that there is something between two positions/instances and that this betweenness allows a connection, and with the connection the exchange/interchange between positions. The medium seems to be a means for overcoming distance whereby distance needs not necessarily be conceived as geographic.“ (Hoppe,Nake, 1995)
„The word also incorporates the meaning that there is something between two positions/instances and that this betweenness allows a connection, and with the connection the exchange/interchange between positions. The medium seems to be a means for overcoming distance whereby distance needs not necessarily be conceived as geographic.“ (Hoppe,Nake, 1995)
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Multimedia Multimedia
Computer Science: Means for communication and
representation of information
Media Science: Means for communication with a
symbolical character (needing interpretation)
Combination: Media mediate between people, are a
means for notifications and enable communication and cooperation in social communities.
Computer Science: Means for communication and
representation of information
Media Science: Means for communication with a
symbolical character (needing interpretation)
Combination: Media mediate between people, are a
means for notifications and enable communication and cooperation in social communities.
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Media for Formal Articulation Work: Shared Information Space
Media for Formal Articulation Work: Shared Information Space
• Asynchroneous awareness information– Indications about other people‘s actions
• Standard information management facilities
• Views
BSCW
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Media Support for Formal Articulation Work:Task Environment
Media Support for Formal Articulation Work:Task Environment
Workflow System COSA
• Task-centered environment– e.g. Action item tracking– “Tasks” represented in the systems
• (Focus on activities rather content – Chronological views (episodes) on tasks and
plans as index to the content)
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Media Support for Informal Articulation WorkReal Time Awareness
Media Support for Informal Articulation WorkReal Time Awareness
• Virtual presence awareness– Seeing, if someone is online/active in the
workspace– Seeing, if someone is available for
communication– Seeing what someone is doing in the
workspace
• Physical presence awareness– Real world instead of virtual word– Video at the workplace or in meetings
Wanted: Real-time activity awareness
Communicator
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Media Support for Informal Articulation Work:Virtual Meetings
Media Support for Informal Articulation Work:Virtual Meetings
• Combination– Virtual and hybrid meetings– Communication facilities (Video, Audio)– Virtual presence awareness (Who is attending the
meeting)– Task support (White board, Note taking)– Meeting documents (Real-time sharing)
• Preparation and follow-ups– Scheduling– Invitation, Agenda, Presentations– Protocoll, Action Items, ...
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How Teams CoordinateHow Teams Coordinate
DocumentsDocuments ProceduresProcedures MeetingsMeetings InteractionsInteractions
SharedInfoSpace
SharedInfoSpace
Task Environment
Task Environment
VirtualMeetings
VirtualMeetings
Real TimeAwarenessReal TimeAwareness
Formal Informal
Status ?Status ?Progress ?Progress ?
Collocated
Distance
Multimedia
Lessfrequent
Lessfrequent Difficult
Difficult
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Problems of
Integrating Media
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Three modes of workThree modes of work
Individual mode
Meeting mode
Social mode
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Mode ShiftMode Shift
• People move effortlessly from one mode to another when collocated
– Individual: Receive email
– Social: Hallway discussion
– Individual:Write document sections
– Meeting:Review document
– Individual:Revise document
Email Awareness
Conversation
Document
ReviewdocumentRevise
document
SynchronousAsynchronous
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Design Ideas
and Prototype
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Design Guidelines Design Guidelines
• Provide explicit representation of work modes– Meeting mode– Individual mode– Social Mode
• The work mode defines the task support
• Integrate and link tasks to the content and people
• Synchronous and asynchronous awareness can provide a bridge
Content People
Work modeswitch
Task
Awareness
defines
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Key Design Ideas for IntegrationKey Design Ideas for Integration
Content People
Work modeswitch
Task
Awareness
defines
Place & space
Task-oriented environment
Document View with asynchronous awareness
Communicator with synchronous awareness
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Place-based systems are useful to manage work-modes
Place-based systems are useful to manage work-modes
Steve
Ingrid Chris
Meeting Room
Team Room
Coffee Room
My Office
23.08.99L. FuchsNMC-23
23.11.99S PoltrockPDR
15.08.99R. JasperBN
01.11.99L. FuchsDeliverable
01.11.99C. BusslerIntegration
23.11.99S PoltrockWMC RDT
23.11.99S PoltrockCDR
Task View
Document View
To Do:Task
SubtaskSubtask
Task
Project Plan
Awareness &Communication
Places
work mode
accessability
real-timeawareness• presense• status
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ArchitectureArchitecture
FTPFTPDominoDomino
SametimeSametime
T.120 Server
T.120 Server
BLUES/ LDAPBLUES/ LDAP
HTTPD HTTPD
Places:Java Applet using Sametime API
SocketCommunication
Persistent contentArticulation objects
Images, user status
data conferencing
Dominoaddress book
Boeingdirectory
Web content
H.323 audio/video
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Summary
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How Teams CoordinateHow Teams Coordinate
DocumentsDocuments ProceduresProcedures MeetingsMeetings InteractionsInteractions
SharedInfoSpace
SharedInfoSpace
TaskEnvironment
TaskEnvironment
VirtualMeetings
VirtualMeetings
Real TimeAwarenessReal TimeAwareness
EpisodesEpisodes
TasksTasks
Real TimeAwarenessReal TimeAwareness
MeetingSupportMeetingSupportSwitch of
ModesSwitch ofModes
Integration
Formal Informal
Status ?Status ?Progress ?Progress ? Less
frequent
Lessfrequent Difficult
Difficult
Collocated
Distance
Multimedia
Integration