This paper examines the potential of Human-Centered AI (HCAI) solutions to support radiologists in diagnosing prostate cancer. Prostate cancer is one of the most prevalent and increasing cancers among men. The scarcity of radiologists raises concerns about their ability to address the growing demand for prostate cancer diagnosis, leading to a significant surge in the workload of radiologists. Drawing on an HCAI approach, we sought to understand the current practices concerning radiologists’ work on detecting and diagnosing prostate cancer, as well as the challenges they face. The findings from our empirical studies point toward the potential that AI has to expedite informed decision-making and enhance accuracy, efficiency, and consistency. This is particularly beneficial for collaborative prostate cancer diagnosis processes. We discuss these results and introduce design recommendations and HCAI concepts for the domain of prostate cancer diagnosis, with the aim of amplifying the professional capabilities of radiologists.

Abstract In this paper we present an ethnographic study of the work of histopathologists as they grapple with the twin innovations of transitioning to digital biopsy images and the prospective adoption of an AI-based clinical decision support system (CDSS). We explore how they are adapting to the former and their expectations of the latter. The study’s ethnomethodologically-informed ethnography approach brings to light some key issues regarding the nature of diagnostic work, and accountability and trust that are central to the successful adoption of technological innovations in clinical settings.

The need for AI systems to provide explanations for their behaviour is now widely recognised as key to their adoption. In this article, we examine the problem of trustworthy AI and explore what delivering this means in practice, with a focus on healthcare applications. Work in this area typically treats trustworthy AI as a problem of Human–Computer Interaction involving the individual user and an AI system. However, we argue here that this overlooks the important part played by organisational accountability in how people reason about and trust AI in socio-technical settings. To illustrate the importance of organisational accountability, we present findings from ethnographic studies of breast cancer screening and cancer treatment planning in multidisciplinary team meetings to show how participants made themselves accountable both to each other and to the organisations of which they are members. We use these findings to enrich existing understandings of the requirements for trustworthy AI and to outline some candidate solutions to the problems of making AI accountable both to individual users and organisationally. We conclude by outlining the implications of this for future work on the development of trustworthy AI, including ways in which our proposed solutions may be re-used in different application settings.

Abstract This paper documents some details and some examples of the influence of ethnomethodological work in the fieldwork tradition associated with European CSCW; in particular what has been termed ‘ethnomethodologically informed ethnography’. In so doing, we do not wish to downplay other perspectival and methodological contributions but to simply suggest that much of the ethnomethodological work that was done in the UK during the early development of CSCW had a distinctive character and made significant contributions to the study of complex organizational environments for design-related purposes that arguably reinvigorated the European fieldwork tradition. The distinctiveness we speak of in ‘ethnomethodologically informed ethnography’ had to do with what it owed to Wittgenstein and Winch as much as Garfinkel and Sacks, was rooted in a contempt for methodological fetishism, and emphasized the centrality of reasoning or rationale in the conduct of working and, more generally, social life. This focus and approach drew heavily on the ethnographic work of the likes of John Hughes in Lancaster, Wes Sharrock in Manchester, Bob Anderson at Xerox in Cambridge, and Christian Heath in King’s, London, where attention was focused on the actual ‘doing’ of work as opposed to work in some idealised form – and it is this that we suggest has become important to design and designers of various kinds and in various domains.

In this paper we present fieldwork findings from engagements with a cooperative group of strategic and operations transport maintainers, responsible for the maintenance of drainage infrastructure to mitigate the risk and impact of flooding on the network. Through transport maintainer perspectives from rail and highways sectors, we focus on developing an understanding of work-practices in the context of transport surface-water management, and how the recent acceleration towards 'data-driven' technologies in support of maintenance intervention decision-making (i.e. the work of coordinating the cleaning of drainage) is integrated and impacting on current work-practice. Furthermore, we document and consider how maintainers perceive the potential role of the Internet-of-Things (IoT) and highlight emerging opportunities and tensions that may arise ahead of its future design and implementation.

Social media and user-generated content (UGC) are increasingly important features of journalistic work in a number of different ways. However, their use presents major challenges, not least because information posted on social media is not always reliable and therefore its veracity needs to be checked before it can be considered as fit for use in the reporting of news. We report on the results of a series of in-depth ethnographic studies of journalist work practices undertaken as part of the requirements gathering for a prototype of a social media verification 'dashboard' and its subsequent evaluation. We conclude with some reflections upon the broader implications of our findings for the design of tools to support journalistic work.

We report findings from a study of call centre staff working to deliver a telecare service designed to enable older people to ‘age in place’. We show the steps they routinely take to produce a care system on behalf of their clients and their families that is both workable within the constraints of available resources and fit-for-purpose. In doing so, we have seen how call centre staff share with one another their experiences and solutions to problems, carry out liaison work with networks of lay carers, and generally act as the ‘glue’ providing the all-important link between otherwise fragmented services. We conclude with some thoughts on the significant technical and organizational challenges if the ‘ageing in place’ vision is to be realized in a practical, secure, dependable and cost-effective way.

There is a widespread belief that pervasive technologies will encourage and facilitate partnerships between citizens and civic authorities, enabling individuals to play a greater role in civic planning, service delivery and infrastructure management. However, at present sustained use and perceived value of civic engagement technologies remains low because the design space is poorly understood by system developers who focus almost exclusively on empowering citizens rather than adopting an informed, inclusive approach that addresses the needs of both citizens and civic authorities, and helps establish trusted relationships between these different stakeholders. We report on an extensive study of civic engagement in the domain of public infrastructure maintenance and provide insights into the civic management processes to support future design of trusted civic engagement interactions.

As in all collaborative work, trust is a vital ingredient of successful computer supported cooperative work, yet there is little in the way of design principles to help practitioners develop systems that foster trust. To address this gap, we present a set of design patterns, based on our experience designing systems with the explicit intention of increasing trust between stakeholders. We contextualize these patterns by describing our own learning process, from the development, testing and refinement of a trust model, to our realization that the insights we gained along the way were most usefully expressed through design patterns. In addition to a set of patterns for trust, this paper seeks to demonstrate of the value of patterns as a means of communicating the nuances revealed through ethnographic investigation.

Living Labs provide a 'human-centric' research approach for the design of new ICT artefacts.In Living Labs users participate over several design stages, providing insights into unexpected ICT use, co-creation and evaluation of new IT solutions.Although this approach is becoming more popular, there is little comparative and reflective work on its practical dynamics, problems and possibilities.In this study, we analyse two 4-year Living Lab projects in Lancaster, UK and Siegen, Germany within the domain of Social TV, and compare experiences.We focus on documenting the purposes, methods and user dynamics that affect the trajectory of such long-term research initiatives, focusing inter alia on the dynamics of researcher/user interaction and the developing issues of trust and managing expectations; emphasizing some often neglected ethical issues and the impact of users' individual characteristics and their role in the community dynamics of Living Labs. RESEARCH HIGHLIGHTS• Comparison and reflection of two 4-year Living Lab studies in domestic environments.• Investigation of dynamics of researcher-user interaction.• Emphasizing ethical issues of long-term Living Lab research projects.

Driven by changes in working practices and technology trends, organizations are increasingly reliant on mobile workers and the data they capture. However, while significant work has been carried out on increasing the usability of mobile devices and applications, little attention has been paid to the quality of data captured by mobile workers. If this data is inaccurate or untrustworthy, serious consequences can ensue. In this paper we study a system targeted at mobile workers in the highways sector that is deliberately designed to increase the accuracy and trustworthiness of the data collected. The resulting Inspections application has been very positively received by workers and we present lessons that we believe can be applied to other applications of this type.

We report findings from a study that set out to explore the experience of older people living with assisted living technologies and care services. We find that successful 'ageing in place' is socially and collaboratively accomplished - 'co-produced' - day-to-day by the efforts of older people, and their formal and informal networks of carers (e.g. family, friends, neighbours). First, we reveal how 'bricolage' allows care recipients and family members to customise assisted living technologies to individual needs. We argue that making customisation easier through better design must be part of making assisted living technologies 'work'. Second, we draw attention to the importance of formal and informal carers establishing and maintaining mutual awareness of the older person's circumstances day-to-day so they can act in a concerted and coordinated way when problems arise. Unfortunately, neither the design of most current assisted living technologies, nor the ways care services are typically configured, acknowledges these realities of ageing in place. We conclude that rather than more 'advanced' technologies, the success of ageing in place programmes will depend on effortful alignments in the technical, organisational and social configuration of support.

This paper documents a programme of research to explore the development of mobile social travel information systems, where dynamic travel information is produced by travellers themselves and distributed within communities united by similar travel patterns and everyday activities. The resulting system, called OurTravel, was the subject of a series of real-world trials involving three diverse physical communities: a rural village, a group of urban office workers and the attendees of a contemporary arts festival. We describe the design and implementation of the OurTravel system, our experiences of running these trials and the insights gained.

This paper explores some of the problems encountered in using a data archive to build tools for training radiologists to interpret breast screening images. We detail our experiences of taking images and case notes created as part of the work of breast cancer screening and using them as resources for training. Four instances of the use of the archive in training are described in detail and the problems they reveal are discussed. We formulate some general lessons for the mobility and re-use of rich ensembles of data and artefacts drawn from complex professional settings. We argue for a richer representation of the context from which the data was taken than can be achieved through making selected relations explicit in metadata. We also conclude that facilities for correcting and elaborating data should be available at the point of use, and not separated out as distinct activities.

This paper introduces the recent design and development of a converged IPTV service that has been deployed within a live test-bed (Living Lab) at Lancaster University for thousands of students. High quality audio-visual content is distributed over heterogeneous IP-based content networks, on both set-top box and web-based platforms. Peer-to-peer (P2P) technologies are exploited to provide energy efficient and low-cost delivery for commercial and user-generated content. The infrastructure and functional components are first presented exploring a number of key designs that facilitate the entire eco-system of content ingest, transcoding, P2P tracking, distribution, statistics, end systems, as well as integration of social networking. Due to the dynamic nature of P2P distribution, a quality measurement service with respect to user experience is also essential for the service evaluation and diagnosis. A multimodal QoE measurement framework which evaluates the IPTV services by collaborating measurements with a variety of different aspects is presented. Results of a use case are also described to verify the effectiveness of the measurement framework in exploiting relevant metrics from service components.

In this paper, we attempt to address the relative absence of empirical studies of model driven engineering through describing the practices of three commercial organizations as they adopted a model driven engineering approach to their software development. Using in-depth semi-structured interviewing we invited practitioners to reflect on their experiences and selected three to use as exemplars or case studies. In documenting some details of attempts to deploy model driven practices, we identify some 'lessons learned', in particular the importance of complex organizational, managerial and social factors - as opposed to simple technical factors - in the relative success, or failure, of the endeavour. As an example of organizational change management the successful deployment of model driven engineering appears to require: a progressive and iterative approach; transparent organizational commitment and motivation; integration with existing organizational processes and a clear business focus.

This paper presents some initial results from a twelve-month empirical research study of model driven engineering (MDE). Using largely qualitative questionnaire and interview methods we investigate and document a range of technical, organizational and social factors that apparently influence organizational responses to MDE: specifically, its perception as a successful or unsuccessful organizational intervention. We then outline a range of lessons learned. Whilst, as with all qualitative research, these lessons should be interpreted with care, they should also be seen as providing a greater understanding of MDE practice in industry, as well as shedding light on the varied, and occasionally surprising, social, technical and organizational factors that affect success and failure. We conclude by suggesting how the next phase of the research will attempt to investigate some of these issues from a different angle and in greater depth.

This paper documents some of the socio-technical issues involved in developing security measures for a community environment, looking at the users of a wireless mesh network deployed within a rural village in north west England. We adopt an interdisciplinary methodological approach in eliciting requirements, to analyse the success of treating a community as an 'organisation' and implementing an approach, an OCTAVE method; in its original form designed to uncover security elements for businesses. Using a focus group technique we chart some of the assets and security concerns of the community members, leading to a greater understanding of people's perceptions of security, both personally and within the community, and the role of security in their regular computer usage.

This paper examines how software developers discuss users and how such discussions are intrinsic to the negotiation and settling of technical decisions in the development and testing of a software product. Using ethnographic data, we show how the user features in conversations, not as a 'topic' but as 'context' to technical work. By understanding the user as a contextual feature in developers' group work we are able to draw attention to issues in the use of Extreme Programming for software product development. Extreme Programming is a participatory design method, but software product development involves envisioning and designing for future customers.

In this paper we report on an ethnographic study of a small software house to discuss the practical work of software testing. Through use of two rich descriptions, we discuss that 'rigour' in systems integration testing necessarily has to be organisationally defined. Getting requirements 'right', defining 'good' test scenarios and ensuring 'proper' test coverage are activities that need to be pragmatically achieved taking account of organisational realities and constraints such as: the dynamics of customer relationships; using limited effort in an effective way; timing software releases; and creating a market. We discuss how these organisational realities shape (1) requirements testing; (2) test coverage; (3) test automation; and (4) test scenario design.

In this paper, we report, first of all, the discovery of a particular kind of emerging social practice involving the exchange of multimedia content on mobiles that we label 'trafficking'. Second, the iteration of a design solution to extend these practices to include the trafficking of broadcast TV content 'segments'. Third, the implications this had for basic assumptions in the interaction design afforded by the two primary OS's in the mobile handset domain. And, fourth, the legal and business inhibitors-enablers that affected not only this research but which are likely to affect all attempts to stretch the capacity of mobile devices and mobile interaction design to afford new ways of 'trafficking' multimedia content.

This article focuses on our exploration of awareness issues through the design and long-term deployment of two systems: the Hermes office door display system (which enabled staff in a university department to post awareness messages to their door displays) and SPAM (a messaging system for supporting coordination between staff at two associated residential community care facilities). In the case of both systems, a significant number of the messages sent could be classified as relating to awareness. Furthermore, with both systems, the situatedness of displays (outside office doors in the case of Hermes and in staff offices in the case of SPAM) had a significant impact on the design and subsequent use of the deployed systems. In particular, the placement of displays provided significant context for awareness messages, including, for example, the identity of the sender of the message and the intended audience of the message. Both systems highlight the need for interaction methods that fit in with both normal working practices (and unplanned events) and that enable the user to manage communication channels. The need for appropriate levels of expressiveness and user control is also apparent: We present numerous examples of users controlling the precision of awareness information and sending awareness messages that have as much to do with playfulness as supporting coordination through activity awareness.

As the number of public displays in the environment increases, new opportunities open up to improve situated interaction and to enable new kinds of applications. In order to make distributed display resources available to nomadic users, a key issue to address is how control can be dynamically shared between display users. It is important to study how control over a shared display can be acquired, released or shared by nomadic and residential users given their competing demands for display resources.In this paper, we present a system and a user study investigating these issues in the context of two applications both competing for display resources provided by a deployment of interactive office doorplates. The first application (Hermes II) provides situated note leaving and messaging services whereas the second one (GAUDI) supports user navigating a university department. Office occupants (i.,e. residential users) can control whether the navigation application may (temporarily) use their doorplate display (thus giving priority to the navigation needs of nomadic users to the department). We report on findings from a user study, and discuss interface design implications for specifying display control.

This paper uses a long term ethnographic study of the design and implementation of an electronic patient records (EPR) system in a UK hospital Trust to consider issues arising in the multi-faceted process of integration when a customizable-off-the-shelf (COTS) system is configured and deployed in a complex setting. The process involves trying to artfully work out how disparate technologies integrate with existing and evolving patterns of work within developing regulatory requirements. We conclude by suggesting ways in which ethnographic interventions and user involvement may be timed and targeted to aid in achieving this process.

One of the most promising possibilities for supporting user interaction with public displays is the use of personal mobile phones. Furthermore, by utilising Bluetooth users should have the capability to interact with displays without incurring personal financial connectivity costs. However, despite the relative maturity of Bluetooth as a standard and its widespread adoption in today's mobile phones, little exploration seems to have taken place in this area - despite its apparent significant potential. This paper describe the findings of an exploratory study involving our Hermes Photo Display which has been extended to enable users with a suitable phone to both send and receive pictures over Bluetooth. We present both the technical challenges of working with Bluetooth and, through our user study, we present initial insights into general user acceptability issues and the potential for such a display to facilitate notions of community.

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.

This paper presents patterns of cooperative interaction derived from ethnographic studies of cooperative work as devices for generalisation, re-use and design. These patterns consist of examples of similar social and interactional phenomena found in different studies that serve as resources for defining and envisaging design concepts, and potential work process and technical solutions. We outline new pattern examples and demonstrate their use in application to a complex setting: e-government in local government planning

This paper considers the potential of using patterns of cooperative interaction to support the development of general design principles drawn from a range of work settings. It reports on the development of patterns from ethnographic studies in a number of work environments. Our particular interest is in the possibilities surrounding the use of patterns as a means of organising, presenting and representing this growing corpus of ethnographic material and in the contribution this might make to CSCW design. In this paper we focus on outlining some of our experiences and difficulties in developing patterns from ethnographic studies and present some initial ideas towards the development of a pattern language to exploit the experience gained from a decade of field studies.

This paper presents detailed examples of document use and re-use, through an ethnographic study of the knowledge work associated with road safety audit in a civil engineering consultancy The paper incorporates some detailed observation of practices, conversations, and other activities occurring around document re-use in everyday work. It outlines some aspects of the everyday use and re-use of engineering documents in the practical accomplishment of everyday knowledge work as the first stage in considering how these activities can be technologically supported.

It is a commonplace that in the ‘Information Age’, knowledge is the most important factor in the long-term success of an organisation. Such an emphasis is increasingly important as businesses confront a series of intransigent organisational problems connected with the retention and provision of organisational histories, knowledge and skills. ‘Organisational memory’ and its sister concept, ‘knowledge management’, are common glosses for the analysis and treatment of these problems. We analyse some of the conceptual and empirical issues that must precede attempts to provide support for ‘memory’ and ‘knowledge’ in the wider organisational context.

This paper describes ethnomethodologically informed ethnography (EM) as a methodology for information science research, illustrating the approach with the results of a study in a university library. We elucidate major differences between the practical orientation of EM and theoretical orientation of other ethnographic approaches in information science research. We address ways in which EM may be used to inform systems design and consider the issues that arise in coordinating the results of this research with the needs of information systems designers. We outline our approach to the “ethnographically informed” development of information systems in addressing some of the major problems of interdisciplinary work between system designers and EM researchers.

This paper reflects on the emerging results of a long-standing ethnographic study of everyday work in a large retail Bank. While customers as economic actors have often been overlooked in studies of computer supported work they are generally and necessarily the focus of commercial organisational life. The paper explicates the developing relationship between technology use and these organisational concerns through the notion of 'the customer in the machine.' Features of the contingent and skilful nature of everyday work are documented and used to comment on aspects of working with the 'customer in the machine' or 'virtual customers' within a rapidly changing commercial organisation.

The rapid growth and development of the Internet and the resulting growth in interest in access to network facilities highlight an increasing prominence of computer technology in the home.In this article we report on a study of the social organization of a number of domestic environments in the northwest of England and consider the ways in which an understanding of the nature of the home is of interest to the developers of future interactive technology.Thus, in the first half of the article we consider the everyday nature of home life, and in the second half we report on an ethnographically based evaluation of a prototype set top box for the provision of digital services to the home.In addition to reflecting on the nature of activities in the home we conclude by considering the design implications that can be drawn from an examination of these activities.

Article Recognising "success" and "failure": evaluating groupware in a commercial context Share on Authors: Steve Blythin Project Manager, Support Services and Design, NatWest Bank Plc. Network Strategy & Development, 101-117 Finsbury Pavement, London EC2A 1EH Project Manager, Support Services and Design, NatWest Bank Plc. Network Strategy & Development, 101-117 Finsbury Pavement, London EC2A 1EHView Profile , John A. Hughes Computing and Sociology Departments, Lancaster University, Lancaster LA1 4YR, UK Computing and Sociology Departments, Lancaster University, Lancaster LA1 4YR, UKView Profile , Steinar Kristoffersen Computing and Sociology Departments, Lancaster University, Lancaster LA1 4YR, UK Computing and Sociology Departments, Lancaster University, Lancaster LA1 4YR, UKView Profile , Tom Rodden Computing and Sociology Departments, Lancaster University, Lancaster LA1 4YR, UK Computing and Sociology Departments, Lancaster University, Lancaster LA1 4YR, UKView Profile , Mark Rouncefield Computing and Sociology Departments, Lancaster University, Lancaster LA1 4YR, UK Computing and Sociology Departments, Lancaster University, Lancaster LA1 4YR, UKView Profile Authors Info & Claims GROUP '97: Proceedings of the international ACM SIGGROUP conference on Supporting group work: the integration challengeNovember 1997 Pages 39–46https://doi.org/10.1145/266838.266852Published:16 November 1997 16citation904DownloadsMetricsTotal Citations16Total Downloads904Last 12 Months3Last 6 weeks0 Get Citation AlertsNew Citation Alert added!This alert has been successfully added and will be sent to:You will be notified whenever a record that you have chosen has been cited.To manage your alert preferences, click on the button below.Manage my AlertsNew Citation Alert!Please log in to your account Save to BinderSave to BinderCreate a New BinderNameCancelCreateExport CitationPublisher SiteGet Access

Goals and content: Participants will learn the relevance of ethnographic analysis for capturing social complexity and its relationship to other social investigation methods for systems development in cooperative environments in the morning session. The afternoon session will specify and elaborate the problems inherent in integrating ethnographic methods with systems development. These problems will be highlighted through examination of data from the instructors' own research in air traffic control and retail financial services.

We argue that the industrial development of interactive systems has to recognise the social dimension of work if these systems are to fully meet the real needs of their users. Under current approaches this depends on whether an individual requirements engineer implicitly applies a user centred approach, recognises the importance of cooperation and is sufficiently sympathetic and intuitive to understand the work and reflect this in the system requirements. We wish to move beyond this by allowing for the provision of a more systematic incorporation of the social dimensions of work. To this end we focus on developing a novel approach to the presentation of ethnographic material. Our approach is based on the use of number of viewpoints and is embodied within a general hypertext tool.

Ethnographic studies of CSCW have often seemed to involve the investigation of relatively large-scale and highly specific systems, consequently ignoring the small office within which many people spend much of their working lives and which is a major site for the introduction and implementation of IT. This paper is concerned with a “quick and dirty” ethnographic study of a small office that was considering the introduction of greater levels of IT. Generic features of office work are outlined: the process of work in a small office and its recurrent features, notably the massive volume of paperwork; the importance of local knowledge in the accomplishment of work; and the phenomenon of “constant interruption.” This paper suggests that despite the obvious contrasts with work settings analysed in other ethnographic studies, similar features of cooperative work can be observed in the small office. It further suggests that the issues of cooperation and the sociality of work cannot be ignored even in small-scale system design.