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Enabling relationship building in tabletop-supported advisory settings


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.

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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:08 Dec 2017 04:46
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

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