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- Journal ArticleTrust-Building in Peer-to-Peer Carsharing: Design Case Study for Algorithm-Based Reputation Systems(Computer Supported Cooperative Work (CSCW): Vol. 33, No. 2, 2024) Neifer, Thomas; Bossauer, Paul; Pakusch, Christina; Boehm, Lukas; Lawo, DennisPeer-to-peer sharing platforms become increasingly important in the platform economy. From an HCI-perspective, this development is of high interest, as those platforms mediate between different users. Such mediation entails dealing with various social issues, e.g., building trust between peers online without any physical presence. Peer ratings have proven to be an important mechanism in this regard. At the same time, scoring via car telematics become more common for risk assessment by car insurances. Since user ratings face crucial problems such as fake or biased ratings, we conducted a design case study to determine whether algorithm-based scoring has the potential to improve trust-building in P2P-carsharing. We started with 16 problem-centered interviews to examine how people understand algorithm-based scoring, we co-designed an app with scored profiles, and finally evaluated it with 12 participants. Our findings show that scoring systems can support trust-building in P2P-carsharing and give insights how they should be designed.
- Journal ArticleValues and Value Conflicts in the Context of OSINT Technologies for Cybersecurity Incident Response: A Value Sensitive Design Perspective(Computer Supported Cooperative Work (CSCW): Vol. 33, No. 2, 2024) Riebe, Thea; Bäumler, Julian; Kaufhold, Marc-André; Reuter, ChristianThe negotiation of stakeholder values as a collaborative process throughout technology development has been studied extensively within the fields of Computer Supported Cooperative Work and Human-Computer Interaction. Despite their increasing significance for cybersecurity incident response, there is a gap in research on values of importance to the design of open-source intelligence (OSINT) technologies for this purpose. In this paper, we investigate which values and value conflicts emerge due to the application and development of machine learning (ML) based OSINT technologies to assist cyber security incident response operators. For this purpose, we employ a triangulation of methods, consisting of a systematic survey of the technical literature on the development of OSINT artefacts for cybersecurity (N = 73) and an empirical value sensitive design case study, comprising semi-structured interviews with stakeholders (N = 9) as well as a focus group (N = 7) with developers. Based on our results, we identify implications relevant to the research on and design of OSINT artefacts for cybersecurity incident response.
- Journal ArticleMachine Learning and the Work of the User(Computer Supported Cooperative Work (CSCW): Vol. 33, No. 2, 2024) Harper, Richard; Randall, DaveThis paper introduces the collection of the Journal on Machine Learning (ML) and the user. It provides a brief history of ML from the 1950’s through to the current time, sketching the nature of the kinds of precursor AI techniques used in such things as expert systems right the way through to the emergence of ML and its tool sets, including deep learning. It concludes with the ‘generative AI’ used in such ML technologies as PaLM and GPT-3. The history highlights key changes and developments in ML, the especial importance and limitations of deep learning, and the changing attitudes and expectations of users in an environment when ML can and often is oversold. The paper then explores the ways CSCW research has addressed the social context of organisational systems and how the same can apply for ML tools and techniques. It urges research that focuses on the particular ways that ML comes to fit into ‘real world’ collaborative work sites and hence speaks to the CSCW cannon.
- Journal ArticleDesign Indirections(Computer Supported Cooperative Work (CSCW): Vol. 33, No. 2, 2024) Poiroux, Jérémie; Maudet, Nolwenn; Pineau, Karl; Brulé, Emeline; Tabard, AurélienDigital products and services now commonly include algorithmic personalization or recommendation features. This has raised concerns of reduced user agency and their unequal treatment. Previous research hence called for increasing the participation of, among others, designers in the development of these features. To achieve this, researchers have suggested the development of better educational material and tools to enable prototyping with data and machine learning models. However, previous studies also suggest designers may find other ways to impact the development and implementation of such features, for instance through collaboration with data scientists. We build on that line of inquiry, through 19 in-depth interviews with designers working in small to large international companies to investigate how they actually intervene in shaping products including algorithmic features. We outline how designers intervene at different levels of the algorithmic systems: at a technical level, for instance by providing better input data ; at an interface or information architecture level, sometimes circumventing algorithmic discussions ; or at a organizational level, re-centering the outcome of algorithmic systems around product-centric questions. Building upon these results, we discuss how supporting designers engagement and influence on algorithmic systems may not only be a problem of technical literacy and adequate tooling. But that it may also involve a better awareness of the power of interface work, and a stronger negotiation skills and power literacy to engage in strategic discussions.
- Journal Article‘Why are the Sales Forecasts so low?’ Socio-Technical Challenges of Using Machine Learning for Forecasting Sales in a Bakery(Computer Supported Cooperative Work (CSCW): Vol. 33, No. 2, 2024) Fries, Marco; Ludwig, ThomasArtificial intelligence and the underlying machine learning (ML) methods are increasingly finding their way into our working world. One of these areas is sales planning, where machine learning is used to leverage a variety of different input parameters such as prices, promotions, or the weather, to forecast sales, and therefore directly affects the production of products and goods. To satisfy the goal of environmental sustainability as well as address short shelf life, the food industry represents an interesting application field for the use of ML for optimizing sales planning. Within this paper, we will examine the design, and especially the application, of ML methods in the food industry and show the current challenges that exist in the use of such concepts and technologies from the end-user’s point of view. Our study of a smaller bakery company shows that there are enormous challenges in setting up the appropriate infrastructure and processes for the implementation of ML, that the output quality of ML processes does not always match the perceived result quality, and that trust in the functioning of the algorithms is the most important criterion for using ML processes in practice.
- Journal ArticleHabits Over Routines: Remarks on Control Room Practices and Control Room Studies(Computer Supported Cooperative Work (CSCW): Vol. 33, No. 1, 2024) Silvast, Antti; Virtanen, Mikko J.; Abram, SimoneThe evolution of computer tools has had profound impacts on many aspects of control rooms and control room studies. In this paper, we discuss some key assumptions underpinning these studies based on a new case of the electricity distribution control rooms, where the reliability of the electricity infrastructure is managed by a combination of planning and real-time maintenance. Some of these practices have changed remarkably little over the past decades – partially because they have been considered to have been ‘digitalized’ since the 1950s and have continued to amass digital solutions from different periods. Hence, the gradual transformation of control room work demands nuanced attention, both conceptual and empirical. To outline a framework for this work, we provide a conceptualization of organizational routines, habits, and reflectivity and synthesize existing CSCW and control room literature. We then present an empirical study that demonstrates our concepts and shows how they can be applied to study cooperative work. By addressing these aims the paper complements, and advances, the important topics recognized in this special theme issue and hence develops new research openings in CSCW. We address the necessity to avoid implicit determinism when analyzing new digital support tools and suggest focusing on how working habits mediate social changes, distribution, and decentralization in representing the power distribution in control rooms.
- Journal ArticleCollaborative Work with Highly Automated Marine Navigation Systems(Computer Supported Cooperative Work (CSCW): Vol. 33, No. 1, 2024) Veitch, Erik; Dybvik, Henrikke; Steinert, Martin; Alsos, Ole AndreasIn navigation applications, Artificial Intelligence (AI) can improve efficiency and decision making. It is not clear, however, how designers should account for human cooperation when integrating AI systems in navigation work. In a novel empirical study, we examine the transition in the maritime domain towards higher levels of machine autonomy. Our method involved interviewing technology designers (n = 9) and navigators aboard two partially automated ferries (n = 5), as well as collecting field observations aboard one of the ferries. The results indicated a discrepancy between how designers construed human-AI collaboration compared to navigators’ own accounts in the field. Navigators reflected upon their role as one of ‘backup,’ defined by ad-hoc control takeovers from the automation. Designers positioned navigators ‘in the loop’ of a larger control system but discounted the role of in-situ skills and heuristic decision making in all but the most controlled takeover actions. The discrepancy shed light on how integration of AI systems may be better aligned to human cooperation in navigation. This included designing AI systems that render computational activities more visible and that incorporate social cues that articulate human work in its natural setting. Positioned within the field of AI alignment research, the main contribution is a formulation of human-AI interaction design insights for future navigation and control room work.
- Journal ArticleIntroducing Moving Back to the Control Room—Revisiting Centres of Coordination(Computer Supported Cooperative Work (CSCW): Vol. 33, No. 1, 2024) Normark, Maria; Almklov, Petter G.; Luff, Paul; Redaelli, Ilaria
- Journal ArticleBack to the Control Room: Managing Artistic Work(Computer Supported Cooperative Work (CSCW): Vol. 33, No. 1, 2024) Reeves, Stuart; Greiffenhagen, Christian; Perry, MarkControl rooms have long been a key domain of investigation in HCI and CSCW as sites for understanding distributed work and fragmented settings, as well as the role and design of digital technologies in that work. Although research has tended to focus mainly on ‘command and control’ configurations, such as rail transport, ambulance dispatch, air traffic and CCTV rooms, centres of coordination shaped by artistic and performative concerns have much to contribute. Our study examines how a professional team of artists and volunteers stage manage and direct the performance of a mixed reality game from a central control room, with remote runners performing live video streaming from the streets nearby to online players. We focus on the work undertaken by team members to bring this about, exploring three key elements that enable it. First, we detail how team members oriented to the work as an artistic performance produced for an audience, how they produced compelling, varied content for online players, and how the quality of the work was ongoingly assessed. Second, we unpack the organisational hierarchy in the control room’s division of labour, and how this was designed to manage the challenges of restricted informational visibility there. Third, we explore the interactional accomplishment of the performance by looking at the role of radio announcements from the event’s director to orchestrate how the performance developed over time. Announcements were used to resolve trouble and provide instructions for avoiding future performative problems; but more centrally, to give artistic direction to runners in order to shape the performance itself. To close we discuss how this study of a performance impacts CSCW’s understandings of control room work, how the problem of ‘diffuse’ tasks like artistic work is co-ordinated, and how orientations towards quality as an artistic concern is manifest in / as control room practices. We also reflect on hierarchical and horizontal control room arrangements, and the role of video as both collaborative resource and product. Graphical abstract