Remote homeplace communication what is it like and how might we support it
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Remote Homeplace Communication:What is it Like and How Might We Support It?
David Frohlich, Kathy Chilton*, Paul Drew*Interaction Technology DepartmentHP Laboratories BristolHPL-97-85July, 1997
E-mail:dmf@hplb.hpl.hp.com[ksc102,wpd1]@york.ac.uk
home, homeplace,communication,interaction,telephone, call,relationship,user needs,requirements,technologyWe introduce the study of homeplace communication asbeing relevant to the design of new communicationtechnology for the home market. After reviewing currentapproaches to the field, we go on to describe the natureof remote homeplace communication over the telephone,based on a quantitative and qualitative analysis of 315household telephone calls. The findings are contrastedwith aspects of workplace communication and used toidentify 7 user requirements for support. We concludewith recommendations for future basic and appliedresearch in the area.
*Department of Sociology, University of York, Heslington, York, United Kingdom© Copyright Hewlett-Packard Company 19971.The homeplace communication challengeIn the future, a majority of homes in Europe and the US will be connected by broadbandcommunication networks capable of carrying many times the amount of data which iscurrently transported over traditional telephone lines. This infrastructure will allow peopleto interactively exchange multimedia information on a personal, community and globalscale using new kinds of computers, phones and appliances. The key question whichhangs over such developments is a social rather than a technical one. In what ways wouldpeople find it useful to enhance and extend their everyday communication using the newtechnology?
Somewhat surprisingly there has been very little direct research into this question. Mosteffort in the technological community has been directed towards understanding user needsin workplace communication, since the primary market for computer and communicationstechnology has been the workplace. Indeed, the field in which most of this research hastaken place is called ’Computer Supported Cooperative Work’ (CSCW); a name whichindicates that the key problem situation of study is cooperative or group work (Bannon &Schmidt 1991). By default, many of the technologies developed out of this tradition aremaking their ways into personal and domestic contexts, through the use of small portableappliances such as mobile phones, pagers and organisers, and through the rise of homecomputers for telework and internet access. However it is unlikely that these tools andtechnologies will be ideally suited to the support of what might be called homeplacecommunication, where the problem situation may have more to do with the maintenanceof relationships between family, friends and others, communicating within, to or from ahousehold unit. What is really needed here is the equivalent of a CSCW-like researcheffort in homeplace communication, to identify the relevant behaviours and needs and soaddress the question outlined above. We might call this effort Computer Supported SocialInteraction (CSSI).
In this paper we begin to characterize aspects of homeplace communication as it iscarried out today, as a first step in identifying broad classes of user needs andtechnological requirements for further study in CSSI. The approach is similar to thattaken in a previous publication characterizing informal workplace communication, andthis paper can be read both as an extension and companion to that one (Whittaker,Frohlich & Daly-Jones 1994). For further information on the workplace study see alsoFrohlich (1995), Isaacs, Whittaker, Frohlich & O’Conaill (1997), O’Conaill & Frohlich(1995).
An alternative approach to the area is to examine the uptake and use of newcommunication technologies in a domestic context. Work on the home use of internetcommunication services is probably the most advanced of this kind, and should be seen ascomplementing the picture we are about to present (e.g. Kraut, Scherlis, Mukhopadhyay,Manning & Kiesler 1996, Rhiengold 1995, Turkle 1995).
2.Building on previous work in homeplace communicationA detailed understanding of how people organize their domestic communication activitiesis not available from the scientific literature. Several fields of research intersect the topicwithout providing the necessary level of insight to reason about requirements fortechnological support. Family Studies have examined the changing pattern of family