No abstract available.

This paper describes the evolution of a concept, Contact Point, the research process through which it evolved, and the work context and practices which drove its evolution. Contact Point is a web-based application that helps a business manage its relationships with its customers. It can also be used within a business as a means for managing the relationship between parts of the business. In this paper we describe a study of the applicability of Contact Point to the technical services organization and field personnel of a medical device manufacturer. We found that there were opportunities to potentially reduce call volume through Contact Point. We discovered, however, that the technical service representatives sometimes filled roles other than providing information in their telephone conversations with field personnel. These functions included reassuring callers that the callers' answers to questions were correct, providing a rationale for information, and redirecting calls to other departments. The ability to share a document and collaborate in real time was viewed as very valuable. We also discovered that the field personnel need information from a variety of other people in order to do their jobs. These observations were used to enhance the next iteration of Contact Point and to develop strategies for the introduction of Contact Point to users.

Article Free Access Share on Evolution of the conversation machine: a case study of bringing advanced technology to the marketplace Authors: Catherine G. Wolf IBM T.J. Watson Research Center, 30 Saw Mill River Road, Hawthorne, NY IBM T.J. Watson Research Center, 30 Saw Mill River Road, Hawthorne, NYView Profile , Wlodek Zadrozny IBM T.J. Watson Research Center, 30 Saw Mill River Road, Hawthorne, NY IBM T.J. Watson Research Center, 30 Saw Mill River Road, Hawthorne, NYView Profile Authors Info & Claims CHI '98: Proceedings of the SIGCHI Conference on Human Factors in Computing SystemsJanuary 1998 Pages 488–495https://doi.org/10.1145/274644.274710Published:01 January 1998Publication History 7citation337DownloadsMetricsTotal Citations7Total Downloads337Last 12 Months14Last 6 weeks1 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 SiteeReaderPDF

Article Collaborative customer services using synchronous Web browser sharing Share on Authors: Makoto Kobayashi IBM Research, Tokyo Research Laboratory, 1623-14, Shimotsuruma, Yamato, Kanagawa 242-8502, Japan IBM Research, Tokyo Research Laboratory, 1623-14, Shimotsuruma, Yamato, Kanagawa 242-8502, JapanView Profile , Masahide Shinozaki IBM Research, Tokyo Research Laboratory, 1623-14, Shimotsuruma, Yamato, Kanagawa 242-8502, Japan IBM Research, Tokyo Research Laboratory, 1623-14, Shimotsuruma, Yamato, Kanagawa 242-8502, JapanView Profile , Takashi Sakairi IBM Research, Tokyo Research Laboratory, 1623-14, Shimotsuruma, Yamato, Kanagawa 242-8502, Japan IBM Research, Tokyo Research Laboratory, 1623-14, Shimotsuruma, Yamato, Kanagawa 242-8502, JapanView Profile , Maroun Touma IBM Thomas J. Watson Research Center, 30 Saw Mill River Rd., Hawthorne, NY IBM Thomas J. Watson Research Center, 30 Saw Mill River Rd., Hawthorne, NYView Profile , Shahrokh Daijavad IBM Thomas J. Watson Research Center, 30 Saw Mill River Rd., Hawthorne, NY IBM Thomas J. Watson Research Center, 30 Saw Mill River Rd., Hawthorne, NYView Profile , Catherine Wolf IBM Thomas J. Watson Research Center, 30 Saw Mill River Rd., Hawthorne, NY IBM Thomas J. Watson Research Center, 30 Saw Mill River Rd., Hawthorne, NYView Profile Authors Info & Claims CSCW '98: Proceedings of the 1998 ACM conference on Computer supported cooperative workNovember 1998 Pages 99–109https://doi.org/10.1145/289444.289484Published:01 November 1998 31citation820DownloadsMetricsTotal Citations31Total Downloads820Last 12 Months3Last 6 weeks1 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

This paper describes an empirical study that compared three alternatives for voice communication in conjunction with Web page collaboration for customer service.Two of the technologies used a single phone line for both voice and data transmission.These technologies were intemet telephony and Simultaneous< Voice and Data (SVD), a protocol which allows the voice to be routed over the public telephone network, rather hart the inteme~The study found that SVD was superior to intemet telephony in terms of a number of behavioral and subjective measures of con\7ersational interaction.The study also found that task time using intemet telephony was 45% greater than with SVD, mtilng the former a costly rdtemative in terms of human time.

Article Free Access Share on Communication and information retrieval with a pen-based meeting support tool Authors: Catherine G. Wolf View Profile , James R. Rhyne View Profile , Laura K. Briggs View Profile Authors Info & Claims CSCW '92: Proceedings of the 1992 ACM conference on Computer-supported cooperative workDecember 1992 Pages 322–329https://doi.org/10.1145/143457.143539Published:01 December 1992Publication History 32citation559DownloadsMetricsTotal Citations32Total Downloads559Last 12 Months19Last 6 weeks4 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 SiteeReaderPDF

Collaborative software has been divided into two temporal categories: synchronous and asynchronous. We argue that this binary distinction is unnecessary and harmful, and present a model for collaboration processes (i.e. the temporal record of the actions of the group members) which includes both synchronous and asynchronous software as submodels. We outline an object–oriented toolkit which implements the model, and present an application of its use in a pen–based conferencing tool.

No abstract available.

A recognize-then-segment recognizer of unconstrained handprinting uses a unified tablet-display to provide a paper-like computer interface. Whereas most handwriting recognition systems segment and then recognize, this one recognizes and then finds the best segmentation. It classifies strokes, generates character hypotheses, and verifies hypotheses to estimate the optimal character sequence for each word of run-on handwritten characters. Linguistic constraints can limit the choices. The system is implemented on an IBM workstation, accepts run-on characters written on a tablet, and performs recognition in real time.

article Free Access Share on The role of laboratory experiments in HCI: help, hindrance, or ho-hum? Authors: C. G. Wolf IBM Watson Research Center, Yorktown Heights, NY IBM Watson Research Center, Yorktown Heights, NYView Profile , J. M. Carroll IBM Watson Research Center, Yorktown Heights, NY IBM Watson Research Center, Yorktown Heights, NYView Profile , T. K. Landauer Bellcore, Morristown, NJ Bellcore, Morristown, NJView Profile , B. E. John Carnegie Mellon Univ., Pittsburgh, PA Carnegie Mellon Univ., Pittsburgh, PAView Profile , J. Whiteside Digital Equipment Corporation Digital Equipment CorporationView Profile Authors Info & Claims ACM SIGCHI BulletinVolume 20Issue SIMarch 1989 pp 265–268https://doi.org/10.1145/67450.67500Online:01 March 1989Publication History 8citation0DownloadsMetricsTotal Citations8Total Downloads0Last 12 Months0Last 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 SiteeReaderPDF