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Do we really want AI answering on our behalf? A study of smart replies usage
Full text linkThis research focuses on the acceptability of smart replies in emails and text messages. Our goal is to find criteria influencing the use of smart replies in AI-mediated communications and define the acceptability of such practices from the sender's perception. We conducted qualitative and quantitative research using surveys and interviews with a population of French native speakers. During our experiment, we shared various communication scenarios (including both professional and personal contexts) with fifty college students. We offered them the choice between smart replies or their own handwritten reply. We then followed up with interviews with a subset of students to better understand their replies to the survey and their relationship to AI-mediated communication. Analysis of the collected data points toward a broader acceptance of smart replies when the author only intends to acknowledge that the message was received and understood. On the contrary, reply suggestions are often dismissed by the sender as too casual for professional communications and too formal for family or friends
Text-based Patient – Doctor Discourse Online And Patients’ Experiences of Empathy
No full textEmpathic responding matters in face-to-face medical consultations. We have previously shown that patients' perceptions of doctor empathy also support positive experiences at an online clinic. However, there is still little knowledge about what types of communication influence patients’ online experiences of empathy. In this study we investigated text-based patient-doctor discourse at an online clinic using an adaptation of the Roter Interaction Analysis System (RIAS). Our aims were 1) to assess the reliability of the adapted RIAS 2) to investigate what characteristics are common during the text-based consultations and 3) to examine how the doctor’s discourse relates to the patients’ experience of empathy online. Based on the inter-rater reliability analyses the conversational clusters of Social (ρ = 0.950), Biomedical (ρ = 0.939), and Technology related talk (ρ = 0.833), Procedural statements (ρ = 0.693) and Agreement (ρ = 0.687) were rated with acceptable reliability. Biomedical topics were most common in both patients’ and doctors’ communication. Patients’ experience of doctors’ empathy was positively correlated with the amount of doctor’s psychosocial talk and procedural statements although the effect sizes were small (ρ < 0.30 for all models). These results encourage the use of personal talk and giving clear instructions to patients about the care process at a text-based online clinic focusing on brief consultations
Conversational Fluency and Attitudes Towards Robot Pilots in Telepresence Robot-Mediated Interactions
No full textIn a controlled lab experiment, we compared how in-person and robot-mediated communicative settings affected attitudes towards communicators and discourse phenomena related to conversational negotiation. We used a mock interview within-participants experiment design where each participant (mock interviewee) experienced both types of communication with the same experimenter (mock interviewer). Despite communicating with the same person, participants found the in-person interviewer to be more likable, more capable, more intelligent, more polite, more in control, and less awkward than the same person using a telepresence robot. Behaviorally, we did not detect differences in participants’ productions of discourse phenomena (likes, you knows, ums, uhs), laughter, or gaze. We also tested the role of communicative expectations on attitudes towards communications. We primed participants to expect that they would be talking to a person via telepresence, a “disabled” robot-person combination using telepresence, or a person in person (between-participants). We did not find differences arising from people’s expectations of the communication
Undue Influence or Exploitation — A Qualitative Inquiry into an Ethical Dilemma Around Payment in Crowd Work-Based Research in the U.S.
No full textEthical issues specific to payment in academic research via crowd work (a.k.a. crowd work-based research) have not been extensively examined or discussed in the prior literature, while similar topics have been debated in biomedical research for years. In particular, IRBs’ perspectives are lacking in the current scholarship about research ethics and crowd work in the U.S. where crowd work-based research has become a popular arena for human subjects research. To fill these gaps, we interviewed 32 scholars and IRB directors and analysts in the U.S. to probe their perspectives on ethical issues in crowd work-based research. In this paper, we revealed an ethical dilemma between undue influence, fair payment, and whether the monetary incentive can be regarded as a research benefit to crowd workers. Based on these findings, we reflected on the origin of this ethical dilemma, compared and critiqued the scholars’ and IRBs’ ethical positions in this respect. Afterward, we discussed our research implications for scholars, IRBs, and crowd work platforms in the U.S. and reported our research limitations and plans for future work
Trusting Intelligent Automation in Expert Work: Accounting Practitioners’ Experiences and Perceptions
No full textAI-based applications are increasingly used in knowledge-intensive expert work, which has led to a discussion regarding their trustworthiness, i.e., to which degree these applications are ethical and reliable. While trust in technology is an important aspect of using and accepting novel information systems, little is known about domain experts’ trust in machine learning systems in their work. To provide a real-life, empirical perspective on the topic, this study reports findings from an interview study of accounting practitioners’ (N = 9) trust in intelligent automation in their work. The findings underline the holistic nature of trust, suggesting that contextual and social aspects, such as participatory design practices, shape domain experts’ trust in intelligent automation. For instance, the participants emphasize their contribution to product development and open communication with the system developers. In addition, the findings shed light on the characteristics of domain experts as technology users, such as the necessity of situation-specific expert knowledge when evaluating the systems’ reliability. Thus, our findings suggest that trust in intelligent automation manifests at different levels, both in human-AI interaction and interpersonal communication and collaboration. This research contributes to the existing literature on trust in technology, especially AI-powered applications, by providing insights into trust in intelligent automation in expert work
Discomfort in the making of technologies: (re-) choreographing agency
No full textWe invite CSCW scholars to collaboratively explore \textit{discomfort} in the practices of technology design and production. As technology practitioners, we are often believed to have responsibility for the development of technology, yet building of technology is always a collective enterprise. We are inviting the workshop participants to explore the collective, embodied, experiential and ecological nature of technology production with the help of choreography-inspired techniques. The first part of the workshop will be devoted to the sharing of participants' submissions. In the second part, with the help of body-based exercises, we will articulate the discomforts of building and researching technology in the age of surveillance capitalism. The main workshop goal is to facilitate community building among the tech practitioners and researchers, who share the experience of discomfort around topics such as ecological crisis, post-colonialism, and social (in)justice. Our second goal is to explore the limits of individual responsibility in small and large scale technology production. Our third goal is to create a shared data base of methodologies of exploring discomfort and, more broadly, the embodied nature of technology
Supporting the Appropriation of ERP Systems in SMEs: A Practice-centred Approach
No full textEnterprise resource planning (ERP) systems are pivotal in industrial settings, yet often underutilised due to users’ inadequate training and understanding. Previous research has shown that this is to a certain extent due to current implementation practices of such systems, which focus on the go-live moment, rather on their continuous use afterwards. This research aims to address this gap by examining the ERPs appropriation process and designing practice-centred systems to facilitate their integration into work practices through facilitated training in SMEs. Drawing on a CSCW and business informatics perspective, this research seeks to bridge a clear gap in the literature through a practice-centred approach
Introducing a Gamification Element in Enterprise Collaboration Platforms: Only a Flash in the Pan or a Lasting Effect?
Full text linkEnterprise collaboration platforms are expected to facilitate effective information exchange by supporting employee sociability, i.e., finding communication partners and building common ground. However, they often suffer from low user engagement requiring the implementation of additional design elements to encourage user participation. Though previous research found evidence for the effectiveness of introducing new features, in particular gamification elements, to such platforms, the question remains whether it represents more than a flash in the pan and creates some sustainable effects over time. Therefore, the current longitudinal quasi-experimental field study investigates the effectiveness of introducing one exemplary gamification element, a progress bar to encourage profile completion, as a new feature within a digital collaboration platform in a large public sector organization across time. We collected data before (t1 – t3) and after (t4 – t6) implementation of the progress bar. We analyzed the data using linear mixed-effects models, enabling the assessment of time effects and interaction effects of time and progress bar implementation. In fact, profile completion rates increases over time, and introducing a progress bar significantly impacted users’ profile completion behavior. More importantly, we found both short-term effects and, after an interim decline, a sustainable change in user behavior after the progress bar implementation over time. Thus, this study presents quantitative evidence of the long-term effectiveness of introducing a gamification element in enterprise collaboration platforms over time
Beyond Charts & Graphs: creating Data Visualizations to enhance knowledge
Full text linkIn an era characterized by a continual increase in the volume of information and data from diverse sources and presented in various formats, the challenge of effectively representing them and enabling users to derive meaningful insights becomes relevant. This underscores the growing significance of Data Visualization, defined as the systematic representation of data to convey information clearly and impactfully, leveraging human cognitive abilities. The objective is to create a valuable decision-making tool, spotlighting patterns or anomalies within the data. Moreover, Data Visualization enhances data processing in the human brain more efficiently than textual information, fostering comprehension of heterogeneous and large data sets, improving collaboration, and providing an adept ad-hoc data analysis tool. This masterclass aims to empower participants with the skills and insights necessary for creating visualization. Focusing on the principles of data visualization, participants will explore diverse techniques to transform information into data representations, combining theoretical lessons with hands-on group activities. The theoretical sessions cover the fundamentals, techniques, and best practices in data visualization, allowing participants to gain a solid understanding of the field. Complementing the theoretical aspect, practical group activities offer participants the chance to apply learned concepts in real-world scenarios and foster teamwork
Syncing Minds: Analyzing Knowledge Work Practices in IT Projects Through Cross-Domain Collaboration
Full text linkIn the dynamic intersection of business and technology, teams of specialists must collaborate to solve complex problems and drive important projects. However, a comprehensive understanding of cross-domain collaboration within IT projects remains lacking. This research addresses this gap by analyzing collaborative knowledge work practices, emphasizing the impact of industrial practices and organizational arrangements on knowledge sharing. Employing an extensive literature review with content analysis and thematic synthesis, the study uncovers key findings, including the delicate balance between formal and informal knowledge, obstacles in sharing process knowledge, the interplay between human and procedural factors, the significance of cross-functional cooperation, and the role of online and offline interactions. Moreover, it explores the impact of collaboration, competition, and satisfaction with communication mediums on knowledge quality, revealing hidden costs associated with expediting product development. Ultimately, this research contributes valuable insights to knowledge sharing and management research within cross-domain projects. It stresses the urgency for context-specific, evidence-based approaches to knowledge management in the IT sector