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Technology-Mediated Collaboration
- 2. Case Study 1 • Technical Support Group, Computer Science • Many technologies to support • Many customers ▫ Academic Staff ▫ Support Staff ▫ Research Students ▫ Undergraduate Students • External contacts
- 3. Types of Communication • Incoming: ▫ Items to order ▫ Requests for repairs ▫ Feedback from suppliers ▫ Automated alarms (printers, temperature)
- 4. Types of Communication • Outgoing: ▫ Placing orders and status updates ▫ Requesting repairs and status updates ▫ Customer status updates on orders and repairs ▫ Customer status updates on wider issues ▫ Advice on issues
- 5. Information • Inventory of hardware • Knowledge base of issues / solutions • Repair status tracking • Maps of machine room layout • Maps of network layout
- 6. Technologies • Email • Repairs book • Web pages • Server logs • Wiki • Microsoft SMS • Request system • Post It notes • Inventory folder & • Skype stickers • Telephone
- 7. Successes • Printers ▫ status updates polled and displayed online ▫ Ordering replacement toner semi-automated • Request ▫ Automated response to email ▫ Issue can be tracked
- 8. Difficulties • Ordering ▫ No connection between request and ordering system • Request ▫ Old system, interface unfriendly ▫ not easy to connect to Wiki / Inventory
- 9. Difficulties • Wiki & Intranet ▫ Not clear “where” they are ▫ No manager to keep up to date and responsive to customer needs • Email ▫ use in decline – Staff and Students ▫ Not connected to issue tracking
- 10. Possibilities • Current investigation into new request system ▫ Response to automated updates ▫ User can track status & history on web ▫ Better analysis of fault trends & timings ▫ Connection to Inventory, Knowledge base • Social Media? ▫ Twitter updates on status of printers etc? • Virtual presence – e.g. Skype on helpdesk
- 11. Case Study 2 • Student Project – Computer Science • Learning Aims ▫ Project Management Skills ▫ Group Work ▫ Industry techniques and tools ▫ Critical Reflection
- 12. Group Projects • 4 month duration • Meeting with real-world developers • Groups assigned by tutors • Left to agree contract, roles, tools
- 13. Interviewed Group • 5 members • Agreed to meet weekly • No issues with allocation of roles
- 14. Technologies • Email • Skype • Leankitkanban.com • Wiki • Subversion – code repository
- 15. Kanban
- 16. Difficulties • No way to connect Kanban board to Gantt chart / Subversion • Face-to-face meetings replaced by Skype during holidays • Risk of overlap with Emailing of docs • Unusual terms – Wiki used as knowledgebase
- 17. Comments • CS services not well documented & advertised • Students vaguely aware of Virtual Servers • Students more likely to seek peer advice • Students would like more CS hosted services, tutors want *some*