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Contribution Details

Type Conference or Workshop Paper
Scope Discipline-based scholarship
Published in Proceedings Yes
Title Coercing into Completeness in Financial Advisory Service Encounters
Organization Unit
  • Mehmet Kilic
  • Peter Heinrich
  • Gerhard Schwabe
Presentation Type paper
Item Subtype Original Work
Refereed Yes
Status Published in final form
  • English
Page Range 1324 - 1335
Event Title Proceedings of the 18th ACM Conference on Computer Supported Cooperative Work & Social Computing
Event Type conference
Event Location Vancouver, Canada
Event Start Date March 14 - 2015
Event End Date March 18 - 2015
Series Name CSCW '15
Number 18
Place of Publication New York, NY, USA
Publisher ACM
Abstract Text In this article, we report on design insights found during the evaluation of an innovative IT-artifact to support financial service encounters. Relating to previous work in this field, we carefully designed the artifact to omit any visualization and enforcement of rigid process structures, as those had turned out to be harmful. Our main design element was a mind-map-like content hierarchy to capture the client's situation. Surprisingly, we noticed that both clients and advisors talked about every information item visible on the screen just for the sake of completeness. They also followed a sequential process apparently inferred from the content hierarchy. We call this phenomenon "coercing into completeness". This phenomenon negatively influences the conversation between client and advisor inducing shorter discussion units and sudden, incomprehensible topic shifts. This article contributes an exploration of this phenomenon and its effects on the collaborative setting.
Digital Object Identifier 10.1145/2675133.2675289
Other Identification Number merlin-id:11972
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