| Enhancing Computer Mediated
Communication by Applying Contextualization
to Email Design: a Case Study | Unapredivanje kompjuterski posredovane komunikacije primenom kontekstualizacije na dizajn e-mejla: studija slucaja |
| Management, [pdf] | Menadžment, [pdf] |
| ID: 7.2012.64.2 Number: 64 Year: 2012 UDC: 005.53:[007:004.451.6 ; 005.94:004.9) [tmx] [bow] |
Adi Katz
Institution: Department of Industrial Engineering and Management SCE College of Engineering, Israel | Adi Katz
Institucija: Odsek za industrijski inženjering i menadžment Tehnicki fakultet SCE, Izrael |
Abstract
This paper deals with communicational breakdowns and misunderstandings in computer mediated communication
(CMC) and about ways to recover from them or to prevent them. The paper describes a case study
of CMC conducted in a company named Artigiani. We observed communication and conducted content analysis
of e-mail messages, focusing on message exchanges between customer service representatives (CSRs)
and their contacts. In addition to task management difficulties, we identified communication breakdowns that
result from differences between perspectives, and from the lack of contextual information, mainly technical
background and professional jargon at the customers’ side. We examined possible ways to enhance CMC and
accordingly designed a prototype for an e-mail user interface that emphasizes a communicational strategy
called contextualization as a central component for obtaining effective communication and for supporting effective
management and control of organizational activities, especially handling orders, price quoting, and
monitoring the supply and installation of products. Designers of systems that support distant communication
and collaboration may find practical ideas to apply.
| Apstrakt
Tema ovog rada su prekidi u komunikaciji i nesporazumi u komunikaciji posredstvom kompjutera (CMC), kao i nacini da se komunikacija popravi ili da se problemi sprece. U radu se opisuje studija slucaja CMC sprovedena u kompaniji Artigiani. Posmatrali smo komunikaciju i sproveli analizu sadržaja e-mejl poruka, s posebnom pažnjom posvecenom razmeni poruka izmedu predstavnika servisa potrošaca (CSR) i njihovih sagovornika. Pored teškoca u upravljanju zadacima identifikovali smo prekide u komunikaciji koji su bili po-sledica razlika u gledištima i nedostatka kontekstualnih informacija, uglavnom tehnicke osnove i profesionalne terminologije medu pot rošacima. Ispitivali smo moguce nacine da se unapredi CMC i u skladu s tim projektovali prototip e-mejl korisnickog interfejsa koji naglašava komunikacionu strategiju pod nazivom kon-tekstualizacija, kao glavnu komponentu u ostvarivanju efektivne komunikacije i podršci efektivnom upravljanju i kontroli organizacionih aktivnosti, posebno kad su u pitanju rukovanje porudžbinama, navodenje cene u ponudi i pracenje nabavke i postavljanja proizvoda. Dizajneri sistema koji podržavaju komunikaciju i saradnju na daljinu mogu u ovom radu da nadu prakticne ideje koje mogu da primene.
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| Keywords: Computer-Mediated-Communication (CMC), Computer Supported Cooperative Work (CSCW), email
design, Communication Breakdowns, Miscommunication, Contextualization, Mutual Understanding | Ključne reči: kompjuterski posredovana komunikacija (CMC), kompjuterski podržana saradnja (CSCW), dizajn e-mejla, prekidi u komunikaciji, pogrešna (iskrivljena) komunikacija, kontekstualizacija, medusobno raz-umevanje. |
| Pages: 15-24 | Strane: 15-24 |