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E-Business und E-Service Vorlesung 2 Support for Teams

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. Outline. Motivation and Objective How teams cooperate Problems created by geographic distance Advantage of multimedia support

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E-Business und E-Service Vorlesung 2 Support for Teams

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  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

  2. Outline • 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

  3. Motivation

  4. Motivation: Teams as Strategic Asset Quick responses to changing markets Development of complex systems Virtual Organizations

  5. Example: Boeing Situation • Boeing 777: „Working together“ • 150 cross-discipline teams, arranged around aircraft volumes, with members selected for specialized knowlege and skills • Teams include people from different companies, regions, countries, continents • Physically collocating all team members is often expensive and impractical

  6. Objective and Focus • How can multimedia technology enable teams to work • together more effectively across time and distance to support team cooperation, not specific development tasks

  7. How Teams cooperate

  8. Cooperative Work and Team • „Cooperative work comprises work situations in which several people are working together for achieving a resultwhich, 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. H. Oberquelle, Kooperative Arbeit und Computerunterstützung, Verlag für angewandte Psychologie, 1991

  9. Cooperative Work (again) • „..People engage in cooperative work when they are mutually dependent in their work and therefore are required to cooperatein order to get the work done.“ K. Schmidt, L. Bennon, Taking CSCW Seriously: Supporting Articulation Work, CSCW Journal 1992

  10. Articulation 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“. K. Schmidt, L. Bennon, Taking CSCW Seriously: Supporting Articulation Work, CSCW Journal 1992

  11. Example: 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: Electrical Engineer Team Lead knowledgeable about this domain Quality Control Engineer Software Engineer Customer Representative from the group resonsible for all the electronic equipment on the plane

  12. I P T I P T Understand program goals Deliverables/Events Projected course of the work Current state of the work Doing the work Program Manager S E I T P r o g r a m IPPD Organization I P T S u p p o r t T e a m S u b s y s t e m • Project plates • Stop light charts ( s u p p o r t s a l l • SOO • PWBS • TPM • MIR • Business Objectives • Requirements • Specifications • SDRLs • Reviews • RAM • WBS • PBS • Phasing Plan • Schedules • Risks • Who • IPTs • Team Rosters mapping S E I T System t e a m s ) IPT Lead I P T P r o g r a m Subsys Subsys Subsys WBS M a n a g e r • What • Action items • Decision logs • Activity logs • Coord. Sheets • Work Statement Request Agree Execute Deliver Accept ActionItem Agreement Status Reports, Preliminary Results Approvals, Product Acknowledgements, Modification requests, Questions mapping System S y s t e m Customer S E I T Issue Acknowledgement I P T Specification tree Subsys Subsys Subsys Briefing Acknowledgement S u b s y s t e m I P T S E I T System • Requirements • Objectives • Operational processes • Support processes • Specification • System definition • Product breakdown structure (PBS) • Work breakdown structure (WBS) • Program organizational structure Decision Acknowledgement I P T Subsys Subsys Subsys I P T Design Plan Meeting RSVP Discussion Articulation Work Teams have to • plan their work • follow their plan • manage a huge amount of documents • control their status....

  13. problems Electrical Engineer Team Lead meetings Quality Control Engineer Software Engineer Customer Representative advantage disadvantage Informal 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

  14. Articulation Work Importance: Teams spent the majority of their work time performing articulation work. Obstacle: • Team members rarely view articulation work as their primary work activity to support team coordination • uninteresting facet • not learned in their university engineering classes But: Articulation Work is difficult to observe and analyse.

  15. How Teams Coordinate Formal Informal Documents Procedures Meetings Interactions Collocated

  16. Problems created by geographic distance

  17. Problems with Informal Articulation Work Lack of knowledge of people • Lack of trust • Difficult to manage • Cultural Drift Frequency and quality of communications declines sharply Communications are difficult • Use of different media • Reactions are difficult to interpret • Words are notenough Lack of synchroneous awareness

  18. Problems with Formal Articulation Work Coordination more time consuming • Structure substitutes mutual adjustment Responsibility • designing and organizing formal articulation articfacts Less indication of work progress and status • electronical models instead of physical ones • who did what? Lack of asynchroneous awareness

  19. Advantage of Multimedia Support

  20. 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. • „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)

  21. 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.

  22. Media for Formal Articulation Work: Shared Information Space BSCW • Asynchroneous awareness information • Indications about other people‘s actions • Standard information management facilities • Views

  23. 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)

  24. Media Support for Informal Articulation WorkReal Time Awareness Communicator • 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

  25. 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, ...

  26. How Teams Coordinate Formal Informal Documents Procedures Meetings Interactions Collocated Progress ? Status ? Less frequent Difficult Distance Shared InfoSpace Task Environment Virtual Meetings Real Time Awareness Multimedia

  27. Problems of Integrating Media

  28. Three modes of work Individual mode Social mode Meeting mode

  29. Mode 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 Asynchronous Synchronous Email Awareness Conversation Document Review document Revise document

  30. Design Ideas and Prototype

  31. Work mode switch Task Awareness Content People 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 defines

  32. Work mode switch Task defines Awareness Content People Key Design Ideas for Integration Place & space Task-oriented environment Communicator with synchronous awareness Document View with asynchronous awareness

  33. PDR S Poltrock 23.11.99 CDR S Poltrock 23.11.99 WMC RDT S Poltrock 23.11.99 Integration C. Bussler 01.11.99 Deliverable L. Fuchs 01.11.99 NMC-23 L. Fuchs 23.08.99 BN R. Jasper 15.08.99 Place-based systems are useful to manage work-modes Steve My Office • To Do: • Task • Subtask • Subtask • Task Project Plan Ingrid Chris • Places • work mode • accessability • real-time • awareness • presense • status Task View Team Room Meeting Room Awareness & Communication Document View Coffee Room

  34. H.323 audio/video Domino address book HTTPD Sametime Images, user status FTP Domino Persistent content Articulation objects data conferencing Web content T.120 Server Places: Java Applet using Sametime API BLUES/ LDAP Socket Communication Boeing directory Architecture

  35. Summary

  36. How Teams Coordinate Formal Informal Documents Procedures Meetings Interactions Collocated Progress ? Status ? Less frequent Difficult Distance Shared InfoSpace Task Environment Virtual Meetings Real Time Awareness Multimedia Episodes Real Time Awareness Integration Integration Tasks Meeting Support Switch of Modes

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