Referrals from the emergency department (ED) to inpatient teams are routine but high-stakes interactions, yet little is known about how they are accomplished in practice. Prior work often treats referrals as information transfer and emphasises structural tensions between departments, paying limited attention to the interactional detail of referral calls. To address this gap, we draw on seventeen recorded referral calls collected during a year of ethnographic fieldwork in a metropolitan ED. We show how clinicians manage jurisdictional seams through fine-grained conversational moves, and identify navigation strategies: tentative problem framing, preference-sensitive questioning, implicit boundary negotiation, offering of assistance and follow-through, and balancing displays of competence and humility. We demonstrate how the patient's case is not treated as a fixed record but is reshaped in talk to align with different specialties, operating as a dynamic object. These insights extend accounts of boundary work by offering a micro-interactional view of how clinicians negotiate responsibility at jurisdictional seams, and contribute training implications that treat referral talk as interactional expertise, and design directions for improved referral tool technologies that surface seams, scaffold rather than script calls, and keep automation in service of clinical judgement.

Effective information support tools are challenging to design for fast-paced, information rich, and difficult to predict circumstances, particularly when information is fragmented and sources are dispersed. To explore, we conducted a field study on handover and the associated information work, which included 40 visits and 75 hours of observation and interviews with doctors in a metropolitan emergency department (ED). Beyond information exchange, we found that handovers highlight doctors' proactive approach by anticipating information needs, managing uncertainties arising from dynamic information, and developing patient care plans through multiple contingencies. Expanding on the idea of handover as a multifaceted process rather than a single event, we reinforce existing calls for greater flexibility emphasising that the ascertainment of pertinent information is an ongoing, adaptive process. This work demonstrates that deciding what constitutes relevant information is a priori indeterminate when designing information systems and support tools in environments such as EDs. We propose the preservation of specific ‘relativities’ of information—such as uncertainty, particularity, incompleteness, and temporality—in designing information support tools for dynamic, critical and multi-disciplinary work environments.

This study investigated Australian older adults’ response to the conditions of the COVID-19 pandemic, the adjustments they made to their activities, technology use, and social relations, to inform how technology design could be inspired by these adaptations. Online interviews revealed that some sorely missed social interactions, however, most enjoyed having a greater agency to curate their own activities and slowing down as a result of lockdown. These findings prompted us to rethink the design space of temporal design from the perspective of those craving an ongoing impact of slowness in their lives. We suggest that designing for a slower pace of life can be inspired by people’s response to life circumstances in lockdown, complementing the original concept of slow technology which seeks to intervene in a fast-paced life to encourage people to slow down and reflect. We conclude by proposing three new design pathways based on this new standpoint.

We present a long-term study of use of the Messaging Kettle, an Internet of Things (IOT) research prototype that augments an everyday kettle with both sensing and messaging capability and a beautiful light display in order to investigate connecting geographically distant loved ones to their family through the routine of boiling the kettle. Connection at a distance has been of sustained interest to the CHI community, and the social connection of older people is of increasing importance in recognition of ageing populations globally. However, very few novel designs in this domain have been investigated in situ or over the long term to examine whether their use sustains, and if so, how they impact communication in a relationship. The Messaging Kettle was trialled with four pairs of dispersed older mothers and adult daughters over timeframes that lasted between two months to more than two years. We observed the phenomenon ofcollaborative habituationwherein each party creatively made the technology work for them both through a combination of the gradual transformation of their everyday practices, arrangements, and living. Through developing these joint practices over time, participants expressed feelings ofeveryday togethernessthat nurture their relationship at a distance. Three of the four couples continued to use the prototype for years, beyond the initial trial. We reflect on the artful integration of features of the Messaging Kettle and the way in which these features supportedcollaborative habituation. We also reflect on lessons and implications for the design of such relational technologies.

Stories on the home materialize in many different ways. Simple design scenarios of more efficient smart homes exist alongside more articulated design fictions narrating complex domestic futures. IoT toolkits can be used in co-design to narrate design stories together with people. However, there is little attention on the stories captured in the co-creation process. This paper presents a framework describing, comparing, and assessing design stories. We illustrate the framework through the comparison of the design stories captured from three divergent IoT toolkits in co-design workshops. Three dimensions characterize the design stories emerging from our inquiry: complexity (resolution and scope), likeliness (conceivability and feasibility), and implications (acceptability and consequentiality). This framework contributes towards understanding which properties of IoT toolkits support the emergence of what kind of design story. Our findings help designers to frame expectations when using IoT toolkits and to conceive IoT toolkits that support underexplored qualities of design stories.

This paper presents co-design fiction as an approach to engaging users in imagining, envisioning and speculating not just on future technology but future life through co-created fictional works. Design fiction in research is often created or written by researchers. There is relatively little critical discussion of how to co-create design fictions with end-users, with the concomitant opportunities and challenges this poses. To fill this gap in knowledge, we conducted co-design fiction workshops with nine older creative writers, utilising prompts to inspire discussion and engage their imaginative writing about the trend towards tracking and monitoring older people. Their stories revealed futures of neither dystopia nor utopia but of social and moral dilemmas narrating their wish not just to "maintain their independence", but a palpable desire for adventure and very nuanced senses of how they wish to take control. We discuss inherent tensions in the control of the co-design fiction process; balancing the author's need for freedom and creativity with the researcher's desire to guide the process toward the design investigation at hand.

We introduce the IoT Un-Kit Experience, a co-design approach that engages people in exploring, designing and generating personally meaningful IoT applications and that also serves as a means to explore IoT kit design through in-home workshops. Un-Kit represents a seemingly uncompleted set of sensors, actuators and media elements that have a decontextualized appearance - unfinished state, undefined purpose and unboxed form. The approach emphasises users contemplating and experiencing the IoT elements in their familiar space through detailed and layered conversation with researchers; rather than focusing on connecting up the kit itself, thus their ideas are not constrained by the kit or their competence with it. We illustrate the approach through in-home workshops with older adults, envisioned users of IoT who have had limited voice in its conception. The Un-kit approach supported participants to lead the process and to imagine new artfully integrated designs, with personally legible interactions and aesthetic qualities that fit their desire. We offer insights for a more situated and responsive approach to design of the IoT and its constituent kits.

We introduce the Ambient Birdhouse, a novel IoT design for the home that seeks to encourage awareness and discovery of birds outside. People increasingly have routines and technologies that disconnect them from nature. Moreover birds are hard to come to know, seen but not heard, heard but not seen, or simply around when we are not. The Ambient Birdhouse aims to reconcile these positions, by using local bird media to leverage people's playfulness and curiosity, calmly sustain interest over time and ultimately to garner interest and engagement in nature and conservation projects. We trialled the Ambient Birdhouse with five families. Key findings are that the playful nature of the Birdhouse has an immediate grasp on children, and through them on the rest of the family. Children were prompt to learn bird calls, and invented and played games that involved the Birdhouse. Learning strategies emerged spontaneously from family routines and arrangements, with each family creating different moments and spaces for learning.

This paper presents the concept of technology individuation and explores its role in design. Individuation expresses how, over time, a technology becomes personal and intimate, unique in purpose, orchestrated in place, and how people eventually come to rely on it to sustain connection with others. We articulate this concept as a critical vantage point for designing augmented everyday objects and the Internet of Things. Individuation foregrounds aspects of habituation, routines and arrangements that through everyday practices reveal unique meaning, reflect self-identity and support agency.

There are two distinct bodies of literature on the Internet of Things, one that derives from a technical perspective, while the other comes from a human perspective. From a technical perspective, sensors can automatically detect physical activity, thus enabling elderly people to live independently, while sensors in essence check that they are active, remind them to take their pills, and so on. From a human perspective, people seek control over their lives, good health, social connection, and a sense of well-being that comes from having purpose and feeling competent in daily routines. So are technologies meant to enable users to stay in control of their lives and manage their relations and preferred routines, or do they undermine it, making elderly people feel subjects of surveillance and incompetent, disrupting their daily arrangements? And is there a middle path that we might take in design that creates innovative technologies that are aesthetic in form and function and empowering to use? In this paper, we offer a framework and examples of designs that bridge these perspectives.

This study investigates how offshore information technology (IT) service providers (vendors) coordinate work with their clients (employers) in order to succeed in the global IT offshore outsourcing industry. We reviewed literature on coordination studies, interviewed offshore service providers in the Philippines, and used thematic analysis to analyse coordination practices from the point of view of these individual vendors in a newly industrialized country. We used Olson and Olson's framework on 'collaboration at a distance' as a lens to structure the results. The study provides an understanding of vendors' individual attitudes towards the coordination of distributed work and draws attention to how differences in power affect the work situation of vendors, and by implication all stakeholders. We offer this insight as a way to enhance existing CSCW frameworks, by imbuing them with the perspective of non-equal relationships. The study found that vendors were generally able to produce outputs that satisfy their clients, however these results were only achieved because individuals were willing to take risks and make sacrifices in their personal lives. The relationship was further characterised by a complex interplay between the client's control of the overall work arrangements and the vendors' ability to establish a level of autonomy in their work practices and their flexible use of coordination tools.