collaborative reflection support at work: a socio-technical design task
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Collaborative Reflection Support at Work: A Socio-Technical Design TaskMichael PrillaInformation and Technology Management, Ruhr University of Bochum
Collaborative Reflection Support at Work: A Socio-Technical Design Task
Reflection: Missing piece in organisational learning
▪ Necessary practice at work (Schön, 1983)▪ Enabling groups to create insights beyond individual capabilities
(Hoyrup, 2004; Mercer & Wegerif, 1999)▪ Support for single and double loop learning (Greenwood, 1998)▪ Bottom-up work redesign (Prilla et al., 2013)
BUT
▪ Basis for reflection often forgotten, not followed up▪ Reflection not implied, often omitted in favour of primary work
tasks
Collaborative Reflection Support at Work: A Socio-Technical Design Task
Reflection: Transforming experiences into learning
Behavior
Ideas
Feelings
Returning to experience
Attending to feelings
Re-evaluating experience
New perspectives
Change in behavior
Readiness for application
Commitment to action
Experience(s)Reflective
process Outcomes
Articulating, sharing(similar) experience(s)
Articulating, sharinginsights / outcomesShared perspectives,shared understanding
Coordinating and embedding group processes of reflection into work
Critical / counterfactual thinking
Inference, abstraction
Boud (1985)
Collaborative Reflection: Sharing, Communication
Collaborative Reflection Support at Work: A Socio-Technical Design Task
A Collaborative Reflection Support BlueprintArticulation and Essential Steps (Prilla, Degeling and Herrmann 2012)
support for documentation / data
from work
support for individual reflection
support for collaborative reflection
support for sustaining
results
work
articulation
Collaborative Reflection Support at Work: A Socio-Technical Design Task
A Collaborative Reflection Support BlueprintArticulation and Essential Steps (Prilla, Degeling and Herrmann 2012)
support for documentation / data
from work
support for individual reflection
support for collaborative reflection
support for sustaining
results
work
use documented experience
share experienceswith many others, document insights
document and share outcomes
plan / implement change
articulation
Collaborative Reflection Support at Work: A Socio-Technical Design Task
The TalkReflection App for Collaborative Reflection
Collaborative Reflection Support at Work: A Socio-Technical Design Task
Sharing and communicating in contextReferring to experiences
Experience Report
Comment
Collaborative Reflection Support at Work: A Socio-Technical Design Task
The Studies
Study 1 and 3: Hospital, Stroke Unit▪ Assistant physicians and senior physician▪ Good education, medium technology usage
Study 2: Care Home, Dementia Care▪ Caregivers with low education ▪ Low technology exposure
Conversation as a burden▪ Emotional stress vs. acting professionally
Learning about conversations▪ Not well covered in formal training, experience as major prerequisite
User and Group Behavior in Computer Support for Collaborative Reflection in Practice: An Explorative Data Analysis
User and Group Behavior in Computer Support for Collaborative Reflection in Practice: An Explorative Data Analysis
Collaborative Reflection Support at Work: A Socio-Technical Design Task
Usage figures
▪ Little use of comments (studies 1 and 2): ▪ Time constraints: “You do not go to the app because you have
a comment, but because you have an issue to write down” ▪ No guidance: “didn’t know what to write in the comment”
▪ Better integration and guidance in study 3
Type / Study Study 1 Study 2 Study 3
Duration (days) 12 33 49Users 5 6 6 (7)Documented conversations 7 18 21Documented results 3 2 3Comments (own/others) 9 14 (11/3) 45(32/13)
Collaborative Reflection Support at Work: A Socio-Technical Design Task
Ways of using the app
▪ Memory aid for synchronous reflection▪ Description of experience,
outcome (if at all)▪ Feeding shared descriptions into
meetings, f2f encounters
▪ Vehicle for reflection (asynchronous reflection cycle)▪ Comments on shared
experiences
Collaborative Reflection Support at Work: A Socio-Technical Design Task
Using the Talk Reflection App: Memory aidDocumenting experiences, discussing f2f
Type Articulation
Documented Conversation
„The resident passed away suddenly, had been here long, was liked by all staff. Was ill in the morning and admitted her to hospital, Unfortunately she passed away [there]. This was very distressing to the staff as they felt it would have been more dignified for the client to be in familiar surrounding.“
Comments -
Documented results
„After discussing with the homes manager about the staff being upset, it was decided that staff who were most affected get together and discuss thoughts and feelings.“
Collaborative Reflection Support at Work: A Socio-Technical Design Task
Using the Talk Reflection App: Vehicle Reflecting in the tool
Type Articulation
Documented Conversation
“[Patient’s] therapy finished. Again relapse, palliative therapy. Prepared [relatives] for begin of home care, asked to seek professional support for care. Talk was very difficult, parts were not received or blocked out.”
Own Comment “[Relative] conveys the feeling it is our fault. (…) Hears for the first time that [patient] is going to die”
Comment by others
“[From my experience] especially in the first talk it is important to take some time”
Result “Problem: Conversation held alone. It should be known that a senior physician can be asked for support”
Collaborative Reflection Support at Work: A Socio-Technical Design Task
User RolesExample: Study 3, Hospital
Action U1 U2 U3 U4 U5 U6 A SumLog In 17 21 8 5 16 32 2 101View Doc 21 33 12 14 20 45 1 146Comment 7 5 12 3 3 13 2 45Create Doc 2 1 1 4 7 6 0 21
▪ Reflection participants: Balanced activity▪ Commenters (“I commented where I thought it was
necessary”)▪ Documenters (“I documented what I thought was interesting
for others”)
Collaborative Reflection Support at Work: A Socio-Technical Design Task
The impact of group size and composition: Reflection communities
▪ Small groups with few users being active▪ Value added decreases▪ Role separation causes low activity in small groups
▪ Co-located groups▪ Culture of communication ▪ “I already knew most of the cases documented by my
colleagues”
Collaborative Reflection Support at Work: A Socio-Technical Design Task
The need for socio-technical design of collaborative reflection support
▪ Usage: Potential for improvement▪ Potential for sharing and commenting not
tapped fully▪ Hardly any documentation of insights▪ But: Impact on reflection in the group (face-to-face)
▪ Needs: Closer integration into socio-technical context (processes, culture and tasks)
Collaborative Reflection Support at Work: A Socio-Technical Design Task
An example of socio-technical integration: Prompting
Collaborative Reflection Support at Work: A Socio-Technical Design Task
An example of socio-technical integration: Prompting
Collaborative Reflection Support at Work: A Socio-Technical Design Task
Socio-technical support for collaborative reflection: A model
support for documenting / capturing data
support for individual reflection
support for collaborative
reflection
support for sustaining
results
work
individual reflection
collaborative reflection
createresults / change
Collaborative Reflection Support at Work: A Socio-Technical Design Task
Current work and findings
▪ Prompting: Weak effects on number of comments in experimental setting ▪ Varying effects for different prompts
▪ Findings underpinned by additional studies and analysis ▪ Comparison of four cases: care, hospital, public
administration (Prilla, 2014)▪ Content analysis on outcomes (Prilla and Renner, 2014)
Reflection for job counsellors: EmployIDhttp://employid.eu
User and Group Behavior in Computer Support for Collaborative Reflection in Practice: An Explorative Data Analysis
Thanks for your attention. Questions?
Michael Prilla michael.prilla@rub.de www.imtm-iaw.rub.de, www.mirror-project.eu
michael.prillaimtmmirrorip
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