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Contribution Details

Type Conference or Workshop Paper
Scope Discipline-based scholarship
Published in Proceedings Yes
Title Enabling relationship building in tabletop-supported advisory settings
Organization Unit
Authors
  • Peter Heinrich
  • Mehmet Kilic
  • Felix-Robinson Aschoff
  • Gerhard Schwabe
Presentation Type paper
Item Subtype Original Work
Refereed Yes
Status Published in final form
Language
  • English
ISBN 978-1-4503-2540-0
Page Range 171 - 183
Event Title 17th ACM Conference on Computer Supported Cooperative Work & Social Computing
Event Type conference
Event Location Baltimore, MD
Event Start Date February 15 - 2014
Event End Date February 19 - 2014
Series Name CSCW '14
Place of Publication New York, NY, USA
Publisher ACM
Abstract Text Recent research has shown that financial advisory encounters can successfully be supported with IT-artifacts. Tabletop scenarios, for example, can increase the transparency of the advisory process for customers. However, we have also had the experience that the relationship quality as experienced by customers can suffer severely when IT-artifacts are introduced. Based on these experiences, we developed guidelines for both, the artifact- design itself as well as for the environment in order to avoid this effect, and implemented them in one of our prototypes. The evaluation reveals that these measures proved to be effective. With the reported study, we seek to enhance our design knowledge of IT-supported advisory scenarios with a special focus on relationship building. In a larger context, we argue that the use of IT during sensitive face-to-face encounters will be of growing significance in the future but, as yet, is hardly understood. We make a contribution in this area with our generic requirements, design principles and evaluation.
Digital Object Identifier 10.1145/2531602.2531697
Other Identification Number merlin-id:9312
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