System administrators work with many different tools to manage and fix complex hardware and software infrastructure in a rapidly paced work environment. Through extensive field studies, we observed that they often build and share custom tools for specific tasks that are not supported by vendor tools. Recent trends toward web-based management consoles offer many advantages but put an extra burden on system administrators, as customization requires web programming, which is beyond the skills of many system administrators. To meet their needs, we developed A1, a spreadsheet-based environment with a task-specific system-administration language for quickly creating small tools or migrating existing scripts to run as web portlets. Using A1, system administrators can build spreadsheets to access remote and heterogeneous systems, gather and integrate status data, and orchestrate control of disparate systems in a uniform way. A preliminary user study showed that in just a few hours, system administrators can learn to use A1 to build relatively complex tools from scratch.

Computer system administrators are the unsung heroes of the information age, working behind the scenes to configure, maintain, and troubleshoot the computer infrastructure that underlies much of modern life. However, little can be found in the literature about the practices and problems of these highly specialized computer users. We conducted a series of field studies in large corporate data centers, observing organizations, work practices, tools, and problem-solving strategies of system administrators. We found system administrators operate within large-scale, complex environments that present significant technical, social, cognitive, and business challenges. In this paper, we describe system administrator tool use in critical, high-cost, labor-intensive work through observational, survey, and interview data. We discuss our findings concerning administrator needs for coordinating work, maintaining situation awareness, planning and rehearsing complex procedures, building tools, and supporting complicated interleaved workflows.

Attentive systems pay attention to what users do so that they can attend to what users need. Such systems track user behavior, model user interests, and anticipate user desires and actions. Because the general class of attentive systems is broad — ranging from human butlers to web sites that profile users — we have focused specifically on attentive information systems, which observe user actions with information resources, model user information states, and suggest information that might be helpful to users. In particular, we describe an implemented system, Simple User Interest Tracker (Suitor), that tracks computer users through multiple channels — gaze, web browsing, application focus — to determine their interests and to satisfy their information needs. By observing behavior and modeling users, Suitor finds and displays potentially relevant information that is both timely and non-disruptive to the users' ongoing activities.

We describe a new method and implementation for managing information through the use of physical objects.In today's networked world, the trend is toward working in a global virtual environment.To transfer information, users are responsible for finding an appropriate storage location, naming the information, selecting the transport mechanism, and setting the access permissions.Much of the time, these burdens are needless and, in fact, stand in the way of productive use of the networked environment.In many circumstances, a physical floppy disk is the ideal medium for transferring information, as it eliminates these complications.Our Informative Things approach provides a "floppy-like" user interface that gives the impression of storing information on physical objects.In reality, our system stores information in the network, associating pointers to information with objects in the physical world.By hiding these details, we simplify information management.By linking the physical and virtual worlds, we leverage users' highly-developed ability to work in the real world.

Agents can personalize otherwise impersonal computational systems. The World Wide Web presents the same appearance to every user regardless of that user's past activity. Web Browser Intelligence (WBI, pronounced "WEB-ee") is an implemented system that organizes agents on a user's workstation to observe user actions, proactively offer assistance, modify web documents, and perform new functions. WBI can annotate hyperlinks with network speed information, record pages viewed for later access, and provide shortcut links for common paths. In this way, WBI personalizes a user's web experience by joining personal information with global information to effectively tailor what the user sees. Keywords Agents, World wide web, User models. INTRODUCTION One goal of networked computing is to provide all users access to the world's vast information resources. This trend toward a single, global database clearly shows its potential in the World Wide Web. Tens of thousands of institutions, hundreds o...