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Announcements
Mid-term evaluation results Qs re Individual Assignment #2? Informed consent?
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Culture
Culture defines expectations, desires, policies, values, and the whole approach people take to their work
Cultural context: the mindset that people operate within and that plays a part in everything they do
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Cultural Context
Issues of cultural context Not concrete Not technical Not represented in an artifact Not written on a wall Not observable in a single action
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Cultural Context
Issues of cultural context are: Revealed in the language use Implied by recurring patterns of behavior,
nonverbal communications, and attitudes Suggested by how people decorate and
the posters they put on their walls
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Influence of Culture
Policies What are the polices people follow? How are policies recorded? Are there policy manuals? Are they used?
(cf., artifact model)
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Influence of Culture
Organizational influence Are there organizations, individuals, or job
functions that keep showing up, either as troublesome or helpful?
What are the organizations or job functions that always seem to get in the way?
Listen to how people talk about others
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Making Culture Tangible
Cultural model provides a tangible representation (see p. 113 & 114 in B&H)
In a cultural model, we represent: Influencers (people, organizations, and
groups) Influences Problems/breakdowns
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Cultural Model Rules (B&H p. 109-110)
Influencers are shown as large bubbles Bubbles sit on one another, showing how one org
forces another to take or not take actions Influences are shown as arrows piercing the
bubbles with labels Label with language representing the experience
of the people doing the work Breakdowns with the culture are marked
with a lightning bolt
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Cultural Model
Cultural model =\ organization charts Individual managers appear only they
are charismatic figures
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Physical Environment
PE: How people move How the space supports or hinders
communication Location of the tools people use
(hardware, networks, machines) to do work
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Impact of the Physical Environment
Organization of Space Are there stations? How do they relate to the work? Are stations grouped to follow the flow of
work?
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Impact of the Physical Environment
Division of Space Where are the walls? Do they follow the structure of the work? Do they interfere with it? How do people over come the problems?
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Impact of the Physical Environment
Grouping of People How are people grouped in the spaces? By
function or by project? Does each person have their own separate
office area?
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Impact of the Physical Environment
Organization of Workplaces How are the individual stations, offices, or
work areas organized? What is kept out, ready to hand, and
available?
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Impact of the Physical Environment
Movement When do people move? What triggers them to leave one place to go
to another? Understanding why the movement happens
help you decide whether it makes more sent to support it better or eliminate it
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Physical Model
A physical model: a drawing of those aspects of the
workplace Shows how the physical environment
affects the work Is annotated to show how the space is
used Is to show strategies, intents, and cultural
values revealed by the space use
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Physical Model (B&H ,p. 117) The places in which work occurs (e.g., room,
workstations, offices, hallways) The physical structures that constraints the space
(e.g., desks, file cabinets, dividers) The usages and movement within the space that
indicate strategies, intents, and cultural values The hardware, software, communication lines,
and other tools (e.g., printers, post-its, phone) The artifacts that people use (e.g., to-do lists, piles
of stuff, bills, spreadsheets) The layout of the tools, artifacts, furniture, and
walls Breakdowns
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Physical Model
Ask Qs: Do people accept the workplace as it is? Do they work around it? Does the work as it is experienced
mismatch work? What do people do about it?
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Physical Model
Physical model =\ a floor plan for the work site An inventory of the computer room Show detail unrelated to the project focus
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Five Work Models
Different models reveal different aspects of work
Seeing how users work drives design Later on, consolidate individual models
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Interpretation Session (B&&H Ch 7)
Are there notable characteristics of interpretation sessions that you’d like to discuss?
Any problems you noticed during the interpretation session?
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A Rich Picture (Monk & Howard)
A rich picture A graphic representation that identifies
primary stakeholders, their interrelationships, and their concerns
A tool to record the work context and to articulate how they should affect the design
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A Rich Picture (Monk & Howard) Structure
Refers to aspects of the work context that are slow to change
Process Refers to the transformation that occur in the process of the
work Concerns
Issues, problems, breakdowns (represented by thought bubbles, & crossed swords icons)
Tensions Tensions between stakeholders should be identified by the
“crossed swords” icon
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A Rich Picture (Monk & Howard)
In participatory design Brainstorming Storyboarding Paper-based prototyping
In lightweight usability methods Need to prepare prototypes & scenarios
Note: no single technique is capable of capturing full diversity of the work process
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KM: NY City Taxi Cab Case Study (Skok, 2003)
A case study of Rich Picture (p.128)
Socialization (tacit-to-tacit)
Externaliza-tion (tacit-to explicit)
Combination (explicit-to-explicit)
Internaliza-tion (explicit-to-tacit)
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