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Collaboration in Performance of Physical Tasks Effects on Outcomes and Communication
Collaboration in Performance of Physical Tasks:
Effects on Outcomes and Communication
Robert E. Kraut, Mark D. Miller, Jane Siegel
Human Computer Interaction Institute
Carnegie Mellon University
Pittsburgh, PA, U.S.A. 15213
Robert. Kraut @ andrew.cmu,edu
Mark.D.Miller@ andrew.cmu.edu
Jane. Siegel @cs.cmu.edu
ABSTRACT
We report an empirical study of people using mobile
collaborative systems to support maintenance tasks on
a bicycle. Results show that field workers make
repairs more quickly and accurately when they have a
remote expert helping them. Some pairs were
connected by a shared video system, where the video
camera focused on the active workspace and they
communicated with full duplex audio. For other pairs,
either the video was eliminated or the audio was reduced
to half duplex (but not both). Pairs’ success at
collaboration did not vary with the communication
technology. However, the manner in which they
coordinated advice-giving did vary with the
communication technology. In particular, help was
more proactive and coordination was less explicit when
the pairs had video connections. The results show the
value of collaboration, but raise questions about the
interaction of communication media and conversational
coordination on task performance.
Keywords
Wearable computers, empirical studies, collaborative
work, conversation, media effects, vehicle maintenance.
INTRODUCTION
This paper investigates the design and value of
collaborative, mobile computer systems to support
field repair and maintenance of mechanical devices.
When a pilot radios in a possible malfunction in an
aircraft, the field crew has only a short time to diagnose
and repair the problem. Smailagic and Siewiorek [18]
have described mobile maintenance systems, which
incorporate computers, on-line repair manuals and
diagnostic aids. These systems could give field workers
access to schematics, repair histories, instructions,
parts lists, and other information about the equipment
being repaired. With
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