Making the Organization Come Alive
Talking Through and About the Technology in Remote Banking
Bibliographic Data
| ID | 15215967 |
|---|---|
| Authors | Dave Martin (Lancaster University, corresponding author), Mark Rouncefield (0000-0003-4301-8393, Lancaster University) |
| Year | 2003 |
| Volume | 18 |
| Issue | 1-2 |
| Pages | 111-148 |
| Publication date | 2003-06-01 |
| Peer Reviewed | Yes |
| Open Access | No |
| Type | ARTICLE |
| Venue | Human-Computer Interaction (JOURNAL) |
| Journal identifiers | ISSN: 0737-0024 • E-ISSN: 1532-7051 |
| Publisher | Taylor & Francis (PUBLISHER • GB) |
| DOI | 10.1207/s15327051hci1812_5 |
| OpenAlex | W1983582913 |
| Language | EN |
| Citations received | 10 |
| References cited | 13 |
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
Artifact (error · Business · Conversation · Human–computer interaction · Interface (matter · Knowledge management · Negotiation · Process (computing · Relevance (law · Scripting language · Sociology · Telecommunications · Videoconferencing · Work (physics · Computer Science · Digital Communication and Language · Engineering · Information Systems Theories and Implementation · Usability and User Interface Design
The Concept of 'Work' in CSCW
Talking About Distributed Communication and Medicine
Communication via Videoconference
Patterns of cooperative interaction
Introduction to This Special Issue on Talking About Things in Mediated Conversations
Talking About Talking About Things
Things to Talk About When Talking About Things
Diagnostic Reasoning in the Use of Travel Management System
Constructing CSCW
How Can I Help You? Call Centres, Classification Work and Coordination
| Unique citing works | 10 |
|---|---|
| Citations per year | 0,43 |
| Citation span | 2003 - 2013 (11) |
| Citation velocity | historical |
| Highly cited | No |
| Citation types | Neutral: 10 |