article

Making the organization come alive: talking through and about the technology in remote banking

Authors:

Mark RouncefieldAuthors Info & Claims

Human-Computer Interaction, Volume 18, Issue 1

Pages 111 - 148

https://doi.org/10.1207/S15327051HCI1812_5

Published: 01 June 2003 Publication History

Abstract

Organizations have increasingly been seeking to interact with their customers using more "remote channels" such as telephone and computer-based technologies. This process has been a part of dramatic technological upheavals as technology enters into customer interactions. This article examines examples of this changing relationship, documenting the role of technology in delivering banking services over remote channels. We present details from two ethnographic studies concerning physical and digital representations of artifacts, talk, and the organization of customer-facing work and their relevance in "designing for the expanded interface." In telephone banking, sharing of objects and reconciliation between different instantiations are achieved through conversation. In video-conferencing, despite visual access to the same artifact, operators still need to guide customers around objects, explaining what they are seeing and what is happening. We look at the use of scripts designed to standardize operator interactions, the demeanor work undertaken by operators to account for the behavior of technology, attempts to configure customer interactions, and issues of trust in such technologically mediated communication.

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Cited By

Norris JSchnädelbach HLuff PMackay WBrewster SBødker S(2013)Putting things in focusProceedings of the SIGCHI Conference on Human Factors in Computing Systems10.1145/2470654.2466174(1329-1338)Online publication date: 27-Apr-2013
https://dl.acm.org/doi/10.1145/2470654.2466174
Schmidt KBannon L(2013)Constructing CSCWComputer Supported Cooperative Work10.1007/s10606-013-9193-722:4-6(345-372)Online publication date: 1-Aug-2013
https://dl.acm.org/doi/10.1007/s10606-013-9193-7
Schmidt K(2011)The Concept of `Work' in CSCWComputer Supported Cooperative Work10.1007/s10606-011-9146-y20:4-5(341-401)Online publication date: 1-Oct-2011
https://dl.acm.org/doi/10.1007/s10606-011-9146-y
Show More Cited By

Index Terms

Making the organization come alive: talking through and about the technology in remote banking
1. Applied computing
  1. Electronic commerce
  2. Enterprise computing
2. Information systems
  1. World Wide Web
    1. Online advertising
    2. Web applications
      1. Electronic commerce
      2. Internet communications tools
        Web conferencing

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Information

Published In

cover image Human-Computer Interaction

Human-Computer Interaction Volume 18, Issue 1

June 2003

189 pages

ISSN:0737-0024

EISSN:1532-7051

Issue’s Table of Contents

Publisher

L. Erlbaum Associates Inc.

United States

Publication History

Published: 01 June 2003

Revised: 28 March 2002

Received: 05 April 2001

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Cited By

Norris JSchnädelbach HLuff PMackay WBrewster SBødker S(2013)Putting things in focusProceedings of the SIGCHI Conference on Human Factors in Computing Systems10.1145/2470654.2466174(1329-1338)Online publication date: 27-Apr-2013
https://dl.acm.org/doi/10.1145/2470654.2466174
Schmidt KBannon L(2013)Constructing CSCWComputer Supported Cooperative Work10.1007/s10606-013-9193-722:4-6(345-372)Online publication date: 1-Aug-2013
https://dl.acm.org/doi/10.1007/s10606-013-9193-7
Schmidt K(2011)The Concept of `Work' in CSCWComputer Supported Cooperative Work10.1007/s10606-011-9146-y20:4-5(341-401)Online publication date: 1-Oct-2011
https://dl.acm.org/doi/10.1007/s10606-011-9146-y
Arminen IPoikus P(2009)Diagnostic Reasoning in the Use of Travel Management SystemComputer Supported Cooperative Work10.1007/s10606-008-9086-318:2-3(251-276)Online publication date: 1-Jun-2009
https://dl.acm.org/doi/10.1007/s10606-008-9086-3
Martin DRooksby JRouncefield MGross TInkpen K(2007)Users as contextual features of software product development and testingProceedings of the 2007 ACM International Conference on Supporting Group Work10.1145/1316624.1316670(301-310)Online publication date: 4-Nov-2007
https://dl.acm.org/doi/10.1145/1316624.1316670
Wegge J(2006)Communication via videoconferenceHuman-Computer Interaction10.1207/s15327051hci2103_121:3(273-318)Online publication date: 1-Sep-2006
https://dl.acm.org/doi/10.1207/s15327051hci2103_1
O'Hara KBlack ALipson M(2006)Everyday practices with mobile video telephonyProceedings of the SIGCHI Conference on Human Factors in Computing Systems10.1145/1124772.1124900(871-880)Online publication date: 22-Apr-2006
https://dl.acm.org/doi/10.1145/1124772.1124900
Bly S(2003)Talking about talking about thingsHuman-Computer Interaction10.1207/S15327051HCI1812_818:1(181-191)Online publication date: 1-Jun-2003
https://dl.acm.org/doi/10.1207/S15327051HCI1812_8
Zuiderent TWinthereik BBerg M(2003)Talking about distributed communication and medicineHuman-Computer Interaction10.1207/S15327051HCI1812_718:1(171-180)Online publication date: 1-Jun-2003
https://dl.acm.org/doi/10.1207/S15327051HCI1812_7
Whittaker S(2003)Things to talk about when talking about thingsHuman-Computer Interaction10.1207/S15327051HCI1812_618:1(149-170)Online publication date: 1-Jun-2003
https://dl.acm.org/doi/10.1207/S15327051HCI1812_6
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