Account Sharing in the Context of Networked Hospitality Exchange

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Presentation given at #cscw2014 …

Presentation given at #cscw2014
Full paper available at the ACM Digital Library, pre-print freely downloadable from www.hiit.fi/u/lampinen/cscw_cs_accountsharing_final_preprint.pdf

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  • 1. Account  Sharing  in  the  Context  of     Networked  Hospitality  Exchange     Airi Lampinen @airi_! Helsinki Institute for Information Technology HIIT! *Research done at Microsoft Research New England!
  • 2. Couchsurfing.org:  Non-­‐monetary   Networked  Hospitality  Exchange   Network  hospitality  (Molz,  2011):     The  ways  users  of  hospitality  exchange  services   connect  with  one  another  via  online  tools,     and  the  kinds  of  relaAonships  they  perform  when   they  meet  each  other  offline  and  face  to  face  
  • 3. Why  are  account  sharing  and  network   hospitality  important  for  CSCW?     •  Many  popular  and  emerging  online  sharing   and  collaboraAve  consumpAon  systems  allow   people  to  engage  in  network  hospitality  and  in   other  types  social  exchange  of  goods  and   services     •  People  oFen  live  together  with  others  and  co-­‐ own  resources  -­‐  services  that  support  opening   up  domesAc  spaces  and  sharing  other  types  of   resources  need  to  take  this  into  account     •  This  project  sheds  light  on  the  account   sharing  challenges  encountered  by  mulF-­‐ person  households  who  offer  to  host   strangers  in  their  homes  through   Couchsurfing.org  
  • 4. Case  Study  of  Account  Sharing   on  Couchsurfing.org   •  In-­‐depth,  semi-­‐structured  interviews  with   16  individuals  from  8  households  of  more   than  one  people  who  offer  to  host   couchsurfers  in  their  domesAc  spaces   •  Primary  focal  points  of  the  analysis:   1.  SeNng  up  and  maintaining  profiles   2.  Handling  CouchRequests   3.  WriAng  and  receiving  references   aFer  hosAng  couchsurfers  
  • 5. Challenges  Related  to  Account  Sharing     in  the  Context  of  Network  Hospitality   1.  PresenAng  mulAple  people  in  a  single   profile   2.  CoordinaAng  negoAaAons  over  access  to   domesAc  space   3.  RepresenAng  in  a  fair  way  the  reputaAon   hosts  have  accumulated  together  over   Ame  
  • 6. Challenge  I:   PresenFng  MulFple  People  in  One  Profile     
     “Right  now,  it’s  just  male,     female,  or  mul5ple  people.   And  then  you  can  put  mul5ple   pictures  or  you  can  describe,   but  there’s  no  way  to  actually   say  we  are  this  person,  this   person  and  this  person.  And   not  all  of  us  have  a  way  to  log   in  and  see  the  site  unless  we   just  share  my  login.”     "
  • 7. Challenge  II:     NegoFaFng  over     Access  to  DomesFc  Spaces       “We  definitely  always  look  at   the  request  and  talk  about  it   together  [..]  I  don’t  think  one  of   us  would  say  yes  or  no  to   someone  before  we  had  talked   about  it.”       "
  • 8. Challenge  II:     NegoFaFng  over     Access  to  DomesFc  Spaces       ”Yeah  usually  the  way  we  do  it  is   he  checks  the  account,  but  he   sends  me  the  details  and  then   we  discuss  whether  those  days   work  and  then  I  respond  to  him   and  he  writes  back  and  then  he   starts  cc'ing  me  on  any  email   exchanges  he  has.”       "
  • 9. Challenge  III:       Sharing  the  Benefits  of     a  Trustworthy  ReputaFon       ould   uess  that   e'd     “Yeah,  I  wwrite  gt,  because  w  bet,  like,   probably   i I if  we  had  a  really  fun  5me,  then  we   would  probably  want  to,  like,  sit   together,  and  say,  oh,  this  was  fun,   that  was  fun,  and  write  about  it.   And  if  we  were  like,  a  liIle  peeved,   then  I  think  we  would  want  to,  like,   talk  together  about  how  to  be  polite   but  also  be  honest”.      
  • 10. Challenge  III:       Sharing  the  Benefits  of     a  Trustworthy  ReputaFon         “the  first  5me  I’m  hearing   about  feedback”    
  • 11. Challenge  III:       Sharing  the  Benefits  of     a  Trustworthy  ReputaFon         Not  knowing  what  kind  of  a   reputaAon  one’s  household  has   online  may  be  problemaAc     For  instance,  lesser  opportuniAes  to   benefit  from  a  good  reputaAon   accumulated  through  joint  hosAng   efforts  
  • 12. Designing  for  Shared  Use:     Shared  Profiles  and  ReputaFon       •  A  profile  that  showcases  posiAve  references  is  likely  to   increase  its  owners’  success  in  requesAng  a  place  to   stay  (or  in  receiving  visitors  to  host)  –  how  to  allow   everyone  involved  in  hosFng  to  benefit  fairly?     •  Current  design  provides  li`le  assistance  for   transferring  reputaAon  to  a  new  context  –  how  to   support  conFnuing  parFcipaFon  as  a  reputed   member  aOer  a  life  change?     •  How  about  designing  mulF-­‐person  profiles  as   collecFons  of  components  that  can  be  combined  and   decomposed  as  needed?  (Consider  the  trade-­‐offs!)  
  • 13. Designing  for  Shared  Use:     Shared  Access  and  Awareness         Some  parAcipants  were  not  c the     •  affordances  Couchsurfing.org  ontented  with  ooperaFve   provides  for  c coordinaFon   •  When  it  comes  to  facilitaAng  cooperaAon  among   mulAple  household  members  who  are  sharing  an   account,  however,  seemingly  easy  fixes,  such  as   allowing  mulAple  redirect  addresses,  may  introduce   inadvertent  challenges   •  Group-­‐level  coordinaAon  is  not  an  issue  that  could  be   ‘solved  by  design’,  rather  provide  users  with   meaningful  choice  and  encourage  joint  reflecFon  
  • 14. Designing  for  Shared  Use:     Shared  Access  and  Awareness         Asking  people   rFculated     •  when  they  are  tso  consider  c  slearly  aaccount  in  choices   eNng  up  a hared   an  online   system  could  help  them  reflect  on  and  discuss   together  how  to  handle  their  account   •  Next  to  opAons  from  which  to  select  in  seNng  up  a   profile,  the  setup  process  could  be  accompanied  with   a  short  list  of  issues  household  members  should   agree  upon  and  examples  of  how  others  have   resolved  them:   –  who  maintains  the  profile?   –  how  are  decisions  over  whom  to  host  made?   –  who  answers  messages  and  writes  references?  
  • 15. Conclusion     •  Key  challenges  of  account  sharing  in  the  context  of   networked  hospitality  exchange  include     1.  presenAng  mulAple  people  with  a  single  profile   2.  coordinaAng  and  negoAaAng  responding  to  CouchRequests   3.  sharing  the  benefits  of  a  good  reputaAon  in  a  fair  way       •  Similar  issues  may  occur  in  other  instances  of  network   hospitality  as  well  as  in  systems  that  facilitate  online   exchange  or  ridesharing     •  Amidst  the  rising  rhetoric  of  a  ‘reputaFon  economy’,   what  are  the  inclusions,  exclusions,  and  inequaliAes  that   reputaAon  metrics  may  renew  or  create,  especially  if  they   fail  to  acknowledge  people’s  account  sharing  pracAces?  
  • 16. Future  DirecFons     •  Money:  Account  sharing  pracAces  in  non-­‐monetary  vs   monetary  networked  hospitality  exchange   •  Household  types:  Differences  in  terms  of  preferences  and   pracAces  for  account  sharing     •  Beyond  network  hospitality:  Account  sharing  when  it   comes  to  sharing  other  types  of  resources,  such  as  cars,   bikes,  or  other  tangible  items   Acknowledgements   The  research  for  this  paper  was  conducted  while  at  MicrosoF  Research  New  England.      I  wish  to  thank  the  parAcipants  and  acknowledge  rMary  L.  Gray,  iNancy  Baym,  the  S  ocial  Media   CollecAve,  colleagues  at  HIIT  and  the  anonymous   eviewers  for   nvaluable  advice.   The  work  was  finalized  with  funding  from  the  TEKES  project  FuNeSoMo.  
  • 17. Photo  credits:       •  h`p://www.flickr.com/photos/donnagrayson/109052424/ sizes/l/   •  h`p://www.flickr.com/photos/katewares/9505200323/sizes/ l/   •  h`p://www.flickr.com/photos/alisonchrisAne/11288183315/ sizes/l/   •  h`p://www.flickr.com/photos/49024304@N00/4521267075/