mediating human-to-human interactions through technology

Mediating Human to Human Mediating Human-to-Human Interactions through Technology

Kelly LyonsFaculty of InformationyUniversity of Toronto

U i it f W t l D t b GUniversity of Waterloo Database GroupSeptember 29, 2010

About MeAbout Me

About MeMy Students

Motivation

Social Media

Question

Approaches

ProjectsBusiness Domain Technology

People & Culture

Projects

•Millenials

•Research Teams

•User Feedback pService Science

User Feedback

•Team Awareness

•Delphi

RecapRecap

Discussion

Sept. 29, 20102 UWaterloo DBGroup ©Kelly Lyons 2010

My StudentsAbout Me

My StudentsMy StudentsMotivation

Social Media

Abayomi King, MSc candidateDept of Computer Science

Question

Approaches

Projects

Zack Hayat, PhD candidateFaculty of Information

p pProjects

•Millenials

•Research Teams

•User Feedback

Fan Dong MSc candidate

User Feedback

•Team Awareness

•Delphi

Recap

John Peco, PhD candidate

Fan Dong, MSc candidateDept of Computer Science

Dejana Bajic, MSc candidate

Recap

Discussion


J ,Faculty of Information

j j ,Dept of Computer Science

MotivationAbout Me

MotivationMany interactions in service systems are taking place

My Students

MotivationSocial Media

over distance:MeetingsProject team work

Question

Approaches

Projects Project team workResearch collaborationsSoftware development

Projects

•Millenials

•Research Teams

•User Feedback pCustomer Engagement

User Feedback

•Team Awareness

•Delphi

RecapRecap

Discussion


Social MediaAbout Me

Social MediaSocial media techniques and environments:

My Students

Motivation

Social MediaOnline profiles, articulated social networks, formation of communities, user-generated contentSocial tagging blogging microblogging wikis

Question

Approaches

Projects Social tagging, blogging, microblogging, wikisProjects

•Millenials

•Research Teams

•User FeedbackUser Feedback

•Team Awareness

•Delphi

RecapRecap

Discussion


QuestionAbout Me

QuestionHow can we design, develop, understand, and make use

My Students

Motivation

Social Mediaof social media technology and environments to facilitate or mediate human-to-human interactions?

QuestionApproaches

ProjectsProjects

•Millenials

•Research Teams


•Team Awareness

•Delphi

RecapRecap

Discussion


ApproachesAbout Me

Approaches1. Understanding social media environments and

My Students

Motivation

Social Mediatechniques and their impact on traditional techniques and environments

2 Understanding traditional environments and

Question

ApproachesProjects 2. Understanding traditional environments and

techniques and how social media techniques might work within them

Projects

•Millenials

•Research Teams

•User Feedback

3. Using social media techniques in traditional environments

User Feedback

•Team Awareness

•Delphi

Recap4. Using traditional techniques in social media

environments

Recap

Discussion


ApproachesAbout Me

ApproachesUnderstanding Use / Implement

My Students

Motivation

Social Media

Social in Traditional

Question

ApproachesProjects

SettingsProjects

•Millenials

•Research Teams

•User Feedback

Traditional in Social

User Feedback

•Team Awareness

•Delphi

Recap SettingsRecap

Discussion


ProjectsAbout Me

ProjectsUnderstanding Use / Implement

My Students

Motivation

Social Media


Question

Approaches

ProjectsSettings Millenials

User FeedbackTeam Awareness

ojects•Millenials

•Research Teams

•User Feedback

Traditional in Social Research

Teams

User Feedback

•Team Awareness

•Delphi

Recap SettingsTeams

Delphi

Recap

Discussion


ProjectsAbout Me


My Students

Motivation

Social Media


Question

Approaches

Projects

Settings Millenials


j

•Millenials•Research Teams

•User Feedback


Teams

User Feedback

•Team Awareness

•Delphi

Recap SettingsTeams

Delphi

Recap

Discussion


MillenialsAbout Me

MillenialsWhat are the norms and behaviours relating

My Students

Motivation

Social Mediato the use of Internet information and social media environments among 20-25 year olds (millennials)?

How do millennials utilize social media when making

Question

Approaches

Projects How do millennials utilize social media when making decisions?

What are the differences between personal (individual)

j


•User Feedback p ( )decision-making and group decision-making?

What are the anticipated decision-support f h ll l h h

User Feedback

•Team Awareness

•Delphi

Recap requirements of the millennials as they enter the workforce over the next several years?

Recap

Discussion


MillenialsAbout Me

MillenialsInternet Use

My Students

Motivation

Social MediaKeep in Touch 94.5%School/Work 94%Entertainment 89.3%

Question

Approaches

ProjectsOther 49%Buy/Sell 46%

Upon reflection of your decision-making activity and

j


•User Feedback p y g yyour resulting choice, please indicate your agreement with each of the following statements:

P l ( i di id l ) h l d k d

User Feedback

•Team Awareness

•Delphi

Recap People (or an individual person) helped me make a good decision

83 %

The information I found on the Internet helped me make a good decision

79%

Recap

Discussion


g

MillenialsAbout Me

MillenialsMy Students

Motivation

Social MediaThe level of satisfaction with the duration of the

ll d i i ki ti f Question

Approaches

Projects

overall decision-making time-frame is somewhat dependent upon the respondents’ use of social mediaj


•User Feedback

The quality of information obtained during the decision-making process

is somewhat dependent upon the use of social mediaUser Feedback

•Team Awareness

•Delphi

Recap

is somewhat dependent upon the use of social mediaThe usefulness of the information obtained during the decision-making process

Recap

Discussionis somewhat dependent upon input obtained from members of personal networks including family and friends


MillenialsAbout Me

MillenialsMy Students

Motivation

Social Media When confronted with a decision:

Question

Approaches

Projects

Millennials may speed up their decision-making time frame

by engaging with their network of family and friends using j


•User Feedback

by engaging with their network of family and friends using social media

Millennials are more likely to trust the information they find onlineUser Feedback

•Team Awareness

•Delphi

Recap

find onlineif they can filter it through their friends and family using social media

Recap

Discussion


ProjectsAbout Me


My Students

Motivation

Social Media


Question

Approaches

Projects

Settings Millenials


j

•Millenials

•Research Teams


Teams

ea s•User Feedback

•Team Awareness

•DelphiSettings

Teams

Delphi

Delphi

Recap

Discussion


Research TeamsAbout Me

Research TeamsVirtual teams are enjoying increased importance in

My Students

Motivation

Social Mediathe conduct of scientific research

Goal: To understand virtual research environments (VREs) in order to improve effectiveness of research

Question

Approaches

Projects (VREs) in order to improve effectiveness of research collaborations

Technological platforms

j

•Millenials

•Research Teams g p

Research processes and practicesParticipants (organizations and individuals)


•Team Awareness

•DelphiMeasurements and metrics

Delphi

Recap

Discussion


About Me

Research TeamsMy Students

Motivation

Social Media

Research Teams

people-to-people Communication,Groupware

Services

Question

Approaches

Projects

Distributed

j

•Millenials

•Research Teams

access toinformation

access to facilities

Distributed,media-richinformationtechnology


•Team Awareness

•Delphi

DigitalLibraries

Interaction withthe Physical

World

Delphi

Recap

Discussion

17 UWaterloo DBGroup ©Kelly Lyons 2010 Sept. 29, 2010

About Me


Motivation

Social Media

Research TeamsCASCON 20thYear: 1991 to 2009

Question

Approaches

Projects

Look at the community of CASCON authors

j

•Millenials

•Research Teamsea s•User Feedback

•Team Awareness

•DelphiDelphi

Recap

Discussion


About Me


Motivation

Social Media

Research TeamsSocial Network Analysis:

Question

Approaches

Projects

How is the CASCON community organized?How does social capital evolve within the community?

S i l it l i th CASCON it i j

•Millenials

•Research Teams

Social capital in the CASCON community is maintained by closure among members

Follow up study:ea s•User Feedback

•Team Awareness

•Delphi

Follow up study:Interviews with central actors in the network

Delphi

Recap

DiscussionHayat Z., Lyons, K. (2010). “The Evolution of the CASCON Community: A Social Network Analysis”, CASCON 2010.


Research TeamsAbout Me


Motivation

Social Media

CASCON proceedings: 1991 to 2009

Question

Approaches

Projects

100%

j

•Millenials

•Research Teams

50%

60%

70%

80%

90%9+

8

7

6


•Team Awareness

•Delphi

10%

20%

30%

40%

50%5

4

3

2

J. Solomon. (2009). Programmers, Professors, and Parasites: Credit and Co-Authorship in Computer Science. Science and Engineering

Delphi

Recap

Discussion


0%

1991

1992

1993

1994

1995

1996

1997

1998

1999

2000

2001

2002

2003

2004

2005

2006

2007

2008

2009

1g g

Ethics (2009) 15:467–489.

ProjectsAbout Me


My Students

Motivation

Social Media


Question

Approaches

Projects

Settings Millenials


j

•Millenials

•Research Teams

•User


Teams

User Feedback•Team Awareness

•DelphiSettings

Teams

Delphi

Delphi

Recap

Discussion


About MeCollective User Feedback

Investigate how software companies are using social

My Students

Motivation

Social Mediamedia techniques to gather feedback from many users collectively

Studied 45 different software providers currently

Question

Approaches

Projects Studied 45 different software providers currently using Uservoice as their user feedback gathering mechanism

j

•Millenials

•Research Teams

•User Allows customers to propose new ideas, and comment and vote on existing ones

S f d b h


•Delphi Suggest a set of propositions and questions about how this type of feedback might impact software design, development, deployment, and usability

Delphi

Recap

Discussiondevelopment, deployment, and usability


About MeCollective User Feedback

My Students

Motivation

Social Media

Question

Approaches

Projectsj

•Millenials

•Research Teams

•User User Feedback•Team Awareness

•DelphiDelphi

Recap

Discussion


Collective User FeedbackAbout Me

P iti 1 Th f h f db k d My Students

Motivation

Social Media

Proposition 1 – The size of the user-feedback oriented communities does not necessarily depend on the number of customers that visit the site. Other factors are critical for community development.

Question

Approaches

Projects

1,133

2,000,000

2,500,000

1 000

1,200

1,400

j

•Millenials

•Research Teams

•User

685

766 772

1 000 000

1,500,000

600

800

1,000


•Delphi 112 115 132179 180 181 191 208

313340

455 457 457490 490 505

500,000

1,000,000

200

400

Delphi

Recap

Discussion

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Users Suggestions Ranking

About MeCollective User FeedbackP i i 2 E bl ll b ll f d My Students

Motivation

Social Media

Proposition 2 – Enabling collaborations allows users to find suggestions similar to their own and hence reduces the total number of suggestions per user.

Question

Approaches

Projects

f gg p

10

12

1,000

1,200

1,400

j

•Millenials

•Research Teams

•User

6

8

600

800

,


•Delphi

2

4

200

400

Delphi

Recap

Discussion

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Suggestions Votes Per User Suggestions per User Comments per User

About MeCollective User FeedbackP i i 3 S l d My Students

Motivation

Social Media

Proposition 3 – Some suggestions are implemented sooner, regardless of the popularity of (or demand for) the idea.

Question

Approaches

Projectsj

•Millenials

•Research Teams

•User User Feedback•Team Awareness

•Delphi Open: The item has not received any attention from the sys adminDelphi

Recap

Discussion

Open: The item has not received any attention from the sys adminPSC: Planned, Started, CompletedUnder Review: Suggestion is being evaluated by the administrators

T b d CS ll O 31 2010


*To be presented as a poster at CSER Fall Meeting Oct. 31, 2010

ProjectsAbout Me


My Students

Motivation

Social Media


Question

Approaches

Projects

Settings Millenials


j

•Millenials

•Research Teams

•User Feedback


Teams

User Feedback

•Team Awareness•Delphi

SettingsTeams

Delphi

Delphi

Recap

Discussion


Awareness in Software D l t

About Me

DevelopmentStudy1: one of the most frequently sought pieces of

My Students

Motivation

Social Mediainformation by workers, was awareness of what other co-workers are doing

Question

Approaches

Projectsj

•Millenials

•Research Teams


•Team Awareness•Delphi

1A. Begel, N. Nagappan, C. Poile, and L. Layman.Coordination in large-scale software teams. In Proceedings

Delphi

Recap

Discussion


Coo at o a ge sca e so twa e tea s. ocee gsof CHASE, pages 1–7, 2009.


About Me

DevelopmentMy Students

Motivation

Social Media Plug-in for Eclipse / RTC

Question

Approaches

Projects

Automatically gleans activity informationUses that to update status in j

•Millenials

•Research Teams

•User Feedback

pGoogle Talk in real-time

User Feedback

•Team Awareness•DelphiDelphi

Recap

Discussion



About Me

DevelopmentMy Students

Motivation

Social Media

Question

Approaches

Projectsj

•Millenials

•Research Teams


•Team Awareness•DelphiDelphi

Recap

Discussion*To be presented as a poster at Grace Hopper Celebration 2010;


p p pp ;CSER Fall Meeting Oct. 31, 2010; and demo at CASCON 2010.


About Me

DevelopmentDo automatic status updates gleaned from the system

My Students

Motivation

Social MediaEnhance users’ real-time awareness of co-workers?Help others know when to (or not to) interrupt another user?

Question

Approaches

Projects another user?Help users decide what means to use to interrupt someone else?

j

•Millenials

•Research Teams

•User FeedbackDecrease the number of interruptions they receive?

What privacy issues are raised and how these be l d iti t d?

User Feedback

•Team Awareness•Delphi solved or mitigated?

Do different kinds of users tend to use this means of awareness most effectively and why?

Delphi

Recap

Discussionawareness most effectively and why?


ProjectsAbout Me


My Students

Motivation

Social Media


Question

Approaches

Projects

Settings Millenials


j

•Millenials

•Research Teams

•User Feedback


Teams

User Feedback

•Team Awareness

•DelphiRecap Settings

Teams

Delphi

Recap

Discussion


Collaborative Decision M ki g D l hi M th d

About Me

Making – Delphi MethodInvestigate effectiveness of Delphi method in

My Students

Motivation

Social Mediacollaborative decision making social platform:

Systematically solicit ideas from participants anonymously using questionnaires

Question

Approaches

Projects anonymously using questionnairesSummarize results and feedback Repeat as needed

j

•Millenials

•Research Teams


•Team Awareness

•DelphiRecapRecap

Discussion



About Me

Making – Delphi MethodMy Students

Motivation

Social Media

Question

Approaches

Projectsj

•Millenials

•Research Teams


•Team Awareness

•DelphiRecapRecap

Discussion



About Me

Making – Delphi MethodDelphi complements existing decision

My Students

Motivation

Social Mediamethods in StreamWork plus:

Provides anonymity and may increase decision making performance

Question

Approaches

Projects performanceEnables brainstorming and consensus reaching

Implement Delphi in StreamWork

j

•Millenials

•Research Teams

•User Feedback p p

Evaluate implementation of Delphi in social media platform (StreamWork)

User Feedback

•Team Awareness

•DelphiRecapRecap

Discussion



About Me

Making – Delphi MethodMy Students

Motivation

Social Media

Question

Approaches

Projectsj

•Millenials

•Research Teams


•Team Awareness

•DelphiRecapRecap

Discussion


*To be presented as a demo at CASCON 2010

Recap QuestionAbout Me

Recap – QuestionHow can we design, develop, understand, and make use

My Students

Motivation

Social Mediaof social media technology and environments to facilitate or mediate human-to-human interactions?

Question

Approaches

Projectsj

•Millenials

•Research Teams


•Team Awareness

•Delphi

RecapRecapDiscussion


Recap ApproachesAbout Me

Recap – Approaches1. Understanding social media environments and

My Students

Motivation

Social Mediatechniques and their impact on traditional techniques and environments

2 Understanding traditional environments and

Question

Approaches

Projects 2. Understanding traditional environments and techniques and how social media techniques might work within them

j

•Millenials

•Research Teams

•User Feedback

3. Using social media techniques in traditional environments

User Feedback

•Team Awareness

•Delphi

Recap4. Using traditional techniques in social media

environments

RecapDiscussion


Recap ProjectsAbout Me

Recap – ProjectsUnderstanding Use / Implement

My Students

Motivation

Social Media


Question

Approaches

Projects

Settings Millenials


j

•Millenials

•Research Teams

•User Feedback


Teams

User Feedback

•Team Awareness

•Delphi

Recap SettingsTeams

Delphi

RecapDiscussion


AcknowledgementsAbout Me

AcknowledgementsMy Students

Motivation

Social Media SAP Academic Research Centre VancouverQuestion

Approaches

Projects

SAP Academic Research Centre, Vancouver

NSERCj

•Millenials

•Research Teams

•User Feedback

NSERC

User Feedback

•Team Awareness

•Delphi

Recap

University of Toronto Faculty of Information

Recap

Discussion University of Toronto Department ofComputer Science


Discussion About Me

Discussion.... My Students

Motivation

Social Media

Question

Approaches

Projects

[email protected]

http://individual utoronto ca/klyons/

j

•Millenials

•Research Teams

•User Feedback http://individual.utoronto.ca/klyons/

With:

User Feedback

•Team Awareness

•Delphi

RecapDejana Bajic, Fan Dong, Zack Hayat, Abayomi King, and John Peco

Recap

Discussion


mediating human-to-human interactions through technology

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