research-article

Enabling relationship building in tabletop-supported advisory settings

Authors:

Peter Heinrich,

Felix-Robinson Aschoff,

Gerhard SchwabeAuthors Info & Claims

CSCW '14: Proceedings of the 17th ACM conference on Computer supported cooperative work & social computing

Pages 171 - 183

https://doi.org/10.1145/2531602.2531697

Published: 15 February 2014 Publication History

Abstract

Recent research has shown that financial advisory encounters can successfully be supported with IT-artifacts. Tabletop scenarios, for example, can increase the transparency of the advisory process for customers. However, we have also had the experience that the relationship quality as experienced by customers can suffer severely when IT-artifacts are introduced. Based on these experiences, we developed guidelines for both, the artifact- design itself as well as for the environment in order to avoid this effect, and implemented them in one of our prototypes. The evaluation reveals that these measures proved to be effective. With the reported study, we seek to enhance our design knowledge of IT-supported advisory scenarios with a special focus on relationship building. In a larger context, we argue that the use of IT during sensitive face-to-face encounters will be of growing significance in the future but, as yet, is hardly understood. We make a contribution in this area with our generic requirements, design principles and evaluation.

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Cited By

Bucher ADolata MEckhardt SStaehelin DSchwabe G(2024)Talking to Multi-Party Conversational Agents in Advisory Services: Command-based vs. Conversational InteractionsProceedings of the ACM on Human-Computer Interaction10.1145/36330728:GROUP(1-25)Online publication date: 16-Feb-2024
https://dl.acm.org/doi/10.1145/3633072
Staehelin DDolata MSchwabe G(2024)Calm Advice: How Digitalizing Pen-and-Paper Practices Improves Financial Advice-GivingBusiness & Information Systems Engineering10.1007/s12599-024-00879-2Online publication date: 18-Jun-2024
https://doi.org/10.1007/s12599-024-00879-2
Eckhardt SKnaeble MBucher AStaehelin DDolata MAgotai DSchwabe G(2023)“Garbage In, Garbage Out”: Mitigating Human Biases in Data Entry by Means of Artificial IntelligenceHuman-Computer Interaction – INTERACT 202310.1007/978-3-031-42286-7_2(27-48)Online publication date: 25-Aug-2023
https://doi.org/10.1007/978-3-031-42286-7_2
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Index Terms

Enabling relationship building in tabletop-supported advisory settings
1. Human-centered computing
  1. Collaborative and social computing

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cover image ACM Conferences

CSCW '14: Proceedings of the 17th ACM conference on Computer supported cooperative work & social computing

February 2014

1600 pages

ISBN:9781450325400

DOI:10.1145/2531602

General Chairs:
Susan Fussell
Cornell University
,
Wayne Lutters
University of Maryland, Baltimore County
,
Program Chairs:
Meredith Ringel Morris
Microsoft Research
,
Madhu Reddy
Penn State University

Copyright © 2014 ACM.

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Published: 15 February 2014

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CSCW'14: Computer Supported Cooperative Work

February 15 - 19, 2014

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CSCW '14 Paper Acceptance Rate 134 of 497 submissions, 27%;

Overall Acceptance Rate 2,235 of 8,521 submissions, 26%

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Cited By

Bucher ADolata MEckhardt SStaehelin DSchwabe G(2024)Talking to Multi-Party Conversational Agents in Advisory Services: Command-based vs. Conversational InteractionsProceedings of the ACM on Human-Computer Interaction10.1145/36330728:GROUP(1-25)Online publication date: 16-Feb-2024
https://dl.acm.org/doi/10.1145/3633072
Staehelin DDolata MSchwabe G(2024)Calm Advice: How Digitalizing Pen-and-Paper Practices Improves Financial Advice-GivingBusiness & Information Systems Engineering10.1007/s12599-024-00879-2Online publication date: 18-Jun-2024
https://doi.org/10.1007/s12599-024-00879-2
Eckhardt SKnaeble MBucher AStaehelin DDolata MAgotai DSchwabe G(2023)“Garbage In, Garbage Out”: Mitigating Human Biases in Data Entry by Means of Artificial IntelligenceHuman-Computer Interaction – INTERACT 202310.1007/978-3-031-42286-7_2(27-48)Online publication date: 25-Aug-2023
https://doi.org/10.1007/978-3-031-42286-7_2
Schmid DStaehelin DBucher ADolata MSchwabe G(2022)Does Social Presence Increase Perceived Competence?Proceedings of the ACM on Human-Computer Interaction10.1145/34928456:GROUP(1-22)Online publication date: 14-Jan-2022
https://dl.acm.org/doi/10.1145/3492845
Dolata MSchubiger SAgotai DSchwabe G(2021)Changing Things so (Almost) Everything Stays the Samei-com10.1515/icom-2021-002620:3(229-252)Online publication date: 27-Nov-2021
https://doi.org/10.1515/icom-2021-0026
Dolata MAgotai DSchubiger SSchwabe G(2019)Pen-and-paper Rituals in Service InteractionProceedings of the ACM on Human-Computer Interaction10.1145/33593263:CSCW(1-24)Online publication date: 7-Nov-2019
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Dolata MSchwabe G(2017)Tuning in to More Interactivity – Learning from IT Support for Advisory Service Encountersi-com10.1515/icom-2016-004216:1(23-33)Online publication date: 5-Apr-2017
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Giesbrecht TSchwabe GSchenk B(2017)Service encounter thinkletsInformation Systems Journal10.1111/isj.1209927:2(171-196)Online publication date: 1-Mar-2017
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Dolata MSchwabe G(2017)Paper Practices in Institutional TalkComputer Supported Cooperative Work10.1007/s10606-017-9279-826:4-6(769-805)Online publication date: 1-Dec-2017
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Börütecene ABostan İGöksun TÖzcan OBjörk SEriksson EFjeld MBødker SBarendregt WObaid M(2016)Informing Design Decisions for Advice Mediating Handheld Devices by Studying Coffee Cup ReadingProceedings of the 9th Nordic Conference on Human-Computer Interaction10.1145/2971485.2971523(1-10)Online publication date: 23-Oct-2016
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