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  • 1. Normark, Maria
    Open audio/video links as means for coordination - two case studies2004In: Proceedings of the Hawaii International Conference on System Sciences / [ed] Ralph H. Sprague, Los Alamitos: IEEE , 2004, p. 295-304Conference paper (Refereed)
    Abstract [en]

    From the multitude of workplace studies that we have seen during the last decades, it has been shown that a common environment to a large extent supports coordination of work. The use of common artifacts and awareness of the co-workers activities effortlessly afford communication of the current state of work. Inevitably, a question arises: how can we get similar support for distributed groups? One idea has been to use a continuously open video and/or audio link, i.e. a media space, to support the informal coordination possibilities that are lacking in a distributed setting. In this paper, two cases from air traffic control are presented, where the long-term use of video and audio links plays an important role for communicating real-time updates of the state of work. The possibility to overhear and oversee what the colleagues are doing in remote positions reduces to a large extent the amount of obtrusive and time-consuming phone calls. The features and the successful use of these so-called focused media spaces are discussed in this paper.

  • 2. Normark, Maria
    Sense-making of an emergency call: possibilities and constraints of a computerized case file2002In: Proceedings of the second Nordic conference on Human-computer interaction / [ed] Olav W Bertelsen, New York: ACM , 2002, p. 81-90Conference paper (Refereed)
    Abstract [en]

    Work in control rooms, or so-called Centers of coordination, challenges both humans and technology. The people working there have to be able to make quick decisions as well as be alert during less busy times. The work has to be coordinated within the group, since the operators are much depending on each other's work. This places special demands on the technology; it should be fast, trustworthy and easy to manipulate so that the complexity of the work is reduced.SOS Alarm is a company that is responsible for managing the telephone calls made to the emergency telephone number 112 in Sweden. The SOS operators receive, categorize, document, dispatch and monitor the incoming cases. This paper discusses SOS operators work; how they coordinate the information and tasks between them; how the technology supports that work. This study presents a fully computerized setting, compared to many other studies of centers of coordination that are not.

  • 3. Normark, Maria
    et al.
    Randall, Dave
    Local expertise at an emergency call centre2005In: ECSCW 2005: Proceedings of the ninth conference on European Conference on Computer Supported Cooperative Work, 2005, p. 347-366Conference paper (Refereed)
    Abstract [en]

    Some important research has been undertaken in recent years on knowledgemanagement within the CSCW community, drawing attention to the inherently socialproperties of knowledge and how it is shared. Much of this work has demonstrated thecomplex and sophisticated needs of so-called knowledge workers, and the requirementfor better understandings of knowledge sharing processes. The example we present inthis paper is that of knowledge work in emergency calls at SOS Alarm in Sweden, currentlyof interest because of a planned new system that will allow for centre-to-centrecase coordination and not only within the centre. What makes such a case interesting isthat workers in this context face an unlimited variety of incidents that require interpretation,decision and coordination, many of which require the deployment of local knowledgeand, as importantly, have to be dealt with in a timely fashion. In this paper we focus onhow a number of people work to combine their knowledge and expertise in a time effectiveway.

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