Header

UZH-Logo

Maintenance Infos

Enabling relationship building in tabletop-supported advisory settings - Zurich Open Repository and Archive


Heinrich, Peter; Kilic, Mehmet; Aschoff, Robinson; Schwabe, Gerhard (2014). Enabling relationship building in tabletop-supported advisory settings. In: 17th ACM Conference on Computer Supported Cooperative Work & Social Computing, Baltimore, MD, 15 February 2014 - 19 February 2014, 171-183.

Abstract

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.

Abstract

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.

Citations

Altmetrics

Downloads

204 downloads since deposited on 12 Mar 2014
47 downloads since 12 months
Detailed statistics

Additional indexing

Item Type:Conference or Workshop Item (Paper), refereed, original work
Communities & Collections:03 Faculty of Economics > Department of Informatics
Dewey Decimal Classification:000 Computer science, knowledge & systems
Language:English
Event End Date:19 February 2014
Deposited On:12 Mar 2014 08:11
Last Modified:10 Aug 2017 13:23
Publisher:ACM
Series Name:CSCW '14
ISBN:978-1-4503-2540-0
Publisher DOI:https://doi.org/10.1145/2531602.2531697
Other Identification Number:merlin-id:9312

Download

Preview Icon on Download
Preview
Content: Published Version
Filetype: PDF
Size: 5MB
View at publisher

TrendTerms

TrendTerms displays relevant terms of the abstract of this publication and related documents on a map. The terms and their relations were extracted from ZORA using word statistics. Their timelines are taken from ZORA as well. The bubble size of a term is proportional to the number of documents where the term occurs. Red, orange, yellow and green colors are used for terms that occur in the current document; red indicates high interlinkedness of a term with other terms, orange, yellow and green decreasing interlinkedness. Blue is used for terms that have a relation with the terms in this document, but occur in other documents.
You can navigate and zoom the map. Mouse-hovering a term displays its timeline, clicking it yields the associated documents.

Author Collaborations