Despite some signs of success, there is still a long way to go in addressing the growing complexity-management gap in middleware systems. One issue that can create complexity for users is a mismatch between tasks in multi-person environments and the task flows in middleware management tools. We present an example scenario that illustrates the complexity of multi-user task flows. This is followed by a discussion of the implications for the design of IT middleware management tools.
{"title":"Multiple people and components: considerations for designing multi-user middleware","authors":"Jeffrey A. Calcaterra, John H. Bailey, K. Oduor","doi":"10.1145/1477973.1477987","DOIUrl":"https://doi.org/10.1145/1477973.1477987","url":null,"abstract":"Despite some signs of success, there is still a long way to go in addressing the growing complexity-management gap in middleware systems. One issue that can create complexity for users is a mismatch between tasks in multi-person environments and the task flows in middleware management tools. We present an example scenario that illustrates the complexity of multi-user task flows. This is followed by a discussion of the implications for the design of IT middleware management tools.","PeriodicalId":157379,"journal":{"name":"Computer Human Interaction for Management of Information Technology","volume":"83 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2008-11-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126288890","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Within the workplace setting, people need to provide sufficient access to files to allow collaboration, without inadvertently exposing sensitive files. Evidence suggests that file sharing problems exist, and decrease security and interfere with collaboration. A potential solution for managing these problems is to present the user with clear information about file sharing settings and activities. Current file managers either hide the information or simply do not provide it. Using an awareness framework, we identified the core information that users need to be aware of for file sharing situations, performed two studies to determine how to best represent those concepts as labels and icons, and developed a prototype for a file manager that reveals file sharing activity. The results of these design activities can be adopted for other file sharing applications, improving their security and collaborative usability.
{"title":"Information displays for managing shared files","authors":"Tara Whalen, Elaine Toms, J. Blustein","doi":"10.1145/1477973.1477980","DOIUrl":"https://doi.org/10.1145/1477973.1477980","url":null,"abstract":"Within the workplace setting, people need to provide sufficient access to files to allow collaboration, without inadvertently exposing sensitive files. Evidence suggests that file sharing problems exist, and decrease security and interfere with collaboration. A potential solution for managing these problems is to present the user with clear information about file sharing settings and activities. Current file managers either hide the information or simply do not provide it. Using an awareness framework, we identified the core information that users need to be aware of for file sharing situations, performed two studies to determine how to best represent those concepts as labels and icons, and developed a prototype for a file manager that reveals file sharing activity. The results of these design activities can be adopted for other file sharing applications, improving their security and collaborative usability.","PeriodicalId":157379,"journal":{"name":"Computer Human Interaction for Management of Information Technology","volume":"18 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2008-11-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"122233243","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Managers of information systems face a knowledge crisis as they operate in increasingly heterogeneous, hostile, expertise-poor environments. This problem is compounded for small organizations. This paper presents results from field research on the feasibility of fostering cross-organizational knowledge sharing in order to expand access to expertise for pernicious problems while minimizing the loss of context, such as situational and environmental factors, that impacts the usefulness of solutions. This essentially creates a virtual, cross-organizational helpdesk. In order to understand the utility of such a system we explore how employees' satisfaction with helpdesk articles changes as the source of the articles moves further away from local creation to generic solutions. Our findings suggest that procedurally-based information available within major Internet repositories tends to be the most highly relevant and valued within organizations. However, when no documentation is available from manufacturers, information contributed by partner sites is more effective than those solely developed in-house. This paper suggests strategies for reusing information to impact work within small organizations.
{"title":"Towards virtualizing the helpdesk: assessing the relevance of knowledge across distance","authors":"Kevin F. White, W. Lutters, A. Komlódi","doi":"10.1145/1477973.1477977","DOIUrl":"https://doi.org/10.1145/1477973.1477977","url":null,"abstract":"Managers of information systems face a knowledge crisis as they operate in increasingly heterogeneous, hostile, expertise-poor environments. This problem is compounded for small organizations. This paper presents results from field research on the feasibility of fostering cross-organizational knowledge sharing in order to expand access to expertise for pernicious problems while minimizing the loss of context, such as situational and environmental factors, that impacts the usefulness of solutions. This essentially creates a virtual, cross-organizational helpdesk.\u0000 In order to understand the utility of such a system we explore how employees' satisfaction with helpdesk articles changes as the source of the articles moves further away from local creation to generic solutions. Our findings suggest that procedurally-based information available within major Internet repositories tends to be the most highly relevant and valued within organizations. However, when no documentation is available from manufacturers, information contributed by partner sites is more effective than those solely developed in-house. This paper suggests strategies for reusing information to impact work within small organizations.","PeriodicalId":157379,"journal":{"name":"Computer Human Interaction for Management of Information Technology","volume":"61 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2008-11-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"121254353","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
System administrators are specialized workers and computer users. As skilled workers in complex and high-risk environments, intuition tells us this unique user group may have requirements of the systems and software they use that differ from the requirements of regular computer users. An examination of system administrator work practices sheds light on the system attributes and characteristics they need to do their jobs. Through shadowing, interviews, and a review of previous system administrator studies, we present information and system quality attributes that appear to be important to system administrators. Following a discussion of these attributes, we present a model of user satisfaction that provides actionable guidance and an integration of the attributes. We close with a discussion of the research findings and a call for future research in this area.
{"title":"Work practices of system administrators: implications for tool design","authors":"N. F. Velasquez, S. Weisband","doi":"10.1145/1477973.1477975","DOIUrl":"https://doi.org/10.1145/1477973.1477975","url":null,"abstract":"System administrators are specialized workers and computer users. As skilled workers in complex and high-risk environments, intuition tells us this unique user group may have requirements of the systems and software they use that differ from the requirements of regular computer users. An examination of system administrator work practices sheds light on the system attributes and characteristics they need to do their jobs. Through shadowing, interviews, and a review of previous system administrator studies, we present information and system quality attributes that appear to be important to system administrators. Following a discussion of these attributes, we present a model of user satisfaction that provides actionable guidance and an integration of the attributes. We close with a discussion of the research findings and a call for future research in this area.","PeriodicalId":157379,"journal":{"name":"Computer Human Interaction for Management of Information Technology","volume":"14 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2008-11-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"128351682","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
While the IT industry is moving forward with service-based solutions, they have left behind critical processes and soft IT assets unmanaged, especially at the intersection of business processes with Business Intelligence (BI). In this paper, we describe the challenges faced by model developers (or statisticians) and business analysts while managing data mining model assets of an organization that supports business processes in making real-time decisions and forecasts.
{"title":"Understanding the challenges faced during the management of data mining models","authors":"Jhilmil Jain, Ismail Ari, Jun Li","doi":"10.1145/1477973.1477988","DOIUrl":"https://doi.org/10.1145/1477973.1477988","url":null,"abstract":"While the IT industry is moving forward with service-based solutions, they have left behind critical processes and soft IT assets unmanaged, especially at the intersection of business processes with Business Intelligence (BI). In this paper, we describe the challenges faced by model developers (or statisticians) and business analysts while managing data mining model assets of an organization that supports business processes in making real-time decisions and forecasts.","PeriodicalId":157379,"journal":{"name":"Computer Human Interaction for Management of Information Technology","volume":"15 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2008-11-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130047267","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Eser Kandogan, John H. Bailey, P. Maglio, Eben M. Haber
Policy-based automation is emerging as a viable approach to IT systems management, codifying high-level business goals into executable specifications for governing IT operations. Little is known, however, about how policies are actually made, used, and maintained in practice. Here, we report studies of policy use in IT service delivery. We found that although policies often make explicit statements, much is deliberately left implicit, with correct interpretation and execution depending critically on human judgment.
{"title":"Policy-based IT automation: the role of human judgment","authors":"Eser Kandogan, John H. Bailey, P. Maglio, Eben M. Haber","doi":"10.1145/1477973.1477986","DOIUrl":"https://doi.org/10.1145/1477973.1477986","url":null,"abstract":"Policy-based automation is emerging as a viable approach to IT systems management, codifying high-level business goals into executable specifications for governing IT operations. Little is known, however, about how policies are actually made, used, and maintained in practice. Here, we report studies of policy use in IT service delivery. We found that although policies often make explicit statements, much is deliberately left implicit, with correct interpretation and execution depending critically on human judgment.","PeriodicalId":157379,"journal":{"name":"Computer Human Interaction for Management of Information Technology","volume":"53 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2008-11-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130549490","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Data mining is being extensively used for analysis of large data collections. While there is previous work on dashboard support for visual mining of the data, there is little or no work on dashboard support for managing the lifecycle (e.g. health) of the data mining models themselves. Issues such as quick performance decay, large scale deployments, collaborative use, and real-time business integration of models necessitate this type of support. In this paper, based on a year long study, we first describe the six stages of the model lifecycle and the preliminary design of the backend system that helps users manage mining models. Next, we discuss the three dimensions to be considered for dashboard visualization of the model lifecycle: introspection, customization, and presentation.
{"title":"Designing dashboards for managing model lifecycle","authors":"Jhilmil Jain, Ismail Ari, Jun Li","doi":"10.1145/1477973.1477989","DOIUrl":"https://doi.org/10.1145/1477973.1477989","url":null,"abstract":"Data mining is being extensively used for analysis of large data collections. While there is previous work on dashboard support for visual mining of the data, there is little or no work on dashboard support for managing the lifecycle (e.g. health) of the data mining models themselves. Issues such as quick performance decay, large scale deployments, collaborative use, and real-time business integration of models necessitate this type of support. In this paper, based on a year long study, we first describe the six stages of the model lifecycle and the preliminary design of the backend system that helps users manage mining models. Next, we discuss the three dimensions to be considered for dashboard visualization of the model lifecycle: introspection, customization, and presentation.","PeriodicalId":157379,"journal":{"name":"Computer Human Interaction for Management of Information Technology","volume":"9 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2008-11-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"131138100","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Traditional usability measures may not be sufficient for some specialized users, such as system administrators. Because of their broad range of responsibilities for highly complex and risky business environments, these users also need tools that are powerful, informative, and credible. To do their work, system administrators need the ability to verify the work they have done. That verification comes from accurate and available information that we refer to as information credibility. This exploratory research aims to address the relationship between task complexity, task risk, and verification information seeking in GUI tools used by system administrators. Potential antecedents of information verification are identified and a model is proposed that addresses how aspects of the task and environment affect the need for verification. Findings suggest that task complexity is a significant indicator of the need for verification information. Armed with this knowledge, practitioners can anticipate the needs of system administrators and design GUI tools with information credibility in mind.
{"title":"Sysadmins and the need for verification information","authors":"N. F. Velasquez, Alexandra Durcikova","doi":"10.1145/1477973.1477979","DOIUrl":"https://doi.org/10.1145/1477973.1477979","url":null,"abstract":"Traditional usability measures may not be sufficient for some specialized users, such as system administrators. Because of their broad range of responsibilities for highly complex and risky business environments, these users also need tools that are powerful, informative, and credible. To do their work, system administrators need the ability to verify the work they have done. That verification comes from accurate and available information that we refer to as information credibility. This exploratory research aims to address the relationship between task complexity, task risk, and verification information seeking in GUI tools used by system administrators. Potential antecedents of information verification are identified and a model is proposed that addresses how aspects of the task and environment affect the need for verification. Findings suggest that task complexity is a significant indicator of the need for verification information. Armed with this knowledge, practitioners can anticipate the needs of system administrators and design GUI tools with information credibility in mind.","PeriodicalId":157379,"journal":{"name":"Computer Human Interaction for Management of Information Technology","volume":"39 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2008-11-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"115978071","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
In this paper we report on a case study of the introduction of a workflow management system for travel management in a higher education organisation. We identify and reflect on the change of the process induced by the system, the functionality of the system, and the usability of the system. Combined with a socio-technical perspective, our findings provide a checklist for systems designers.
{"title":"Analysing a workflow management system: three levels of failure","authors":"Tom Gross, Samuli Pekkola","doi":"10.1145/1477973.1477990","DOIUrl":"https://doi.org/10.1145/1477973.1477990","url":null,"abstract":"In this paper we report on a case study of the introduction of a workflow management system for travel management in a higher education organisation. We identify and reflect on the change of the process induced by the system, the functionality of the system, and the usability of the system. Combined with a socio-technical perspective, our findings provide a checklist for systems designers.","PeriodicalId":157379,"journal":{"name":"Computer Human Interaction for Management of Information Technology","volume":"106 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2008-11-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"124088654","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
System administrators (sysadmins) are a critical population of computer users: they use a wide variety of administration tools to maintain the computer infrastructure on which modern society depends. The design of appropriate administration tools relies on accurate information about sysadmins and their work, yet studies to date collecting this information have been qualitative. In this paper I examine a quantitative source of information about system administrators: the annual SAGE salary survey. The primary focus of the survey is collecting salary and benefits information, so that administrators can compare their compensation with others in similar circumstances. In this poster I do further analysis of the SAGE data from 2002 through 2006, investigating correlations that were not part of the SAGE reports. In particular, I examine evidence for teamwork among administrators, and find evidence for sysadmins working in teams in companies of all sizes.
{"title":"System administrator teamwork: evidence from the SAGE salary survey","authors":"Eben M. Haber","doi":"10.1145/1477973.1477991","DOIUrl":"https://doi.org/10.1145/1477973.1477991","url":null,"abstract":"System administrators (sysadmins) are a critical population of computer users: they use a wide variety of administration tools to maintain the computer infrastructure on which modern society depends. The design of appropriate administration tools relies on accurate information about sysadmins and their work, yet studies to date collecting this information have been qualitative. In this paper I examine a quantitative source of information about system administrators: the annual SAGE salary survey. The primary focus of the survey is collecting salary and benefits information, so that administrators can compare their compensation with others in similar circumstances. In this poster I do further analysis of the SAGE data from 2002 through 2006, investigating correlations that were not part of the SAGE reports. In particular, I examine evidence for teamwork among administrators, and find evidence for sysadmins working in teams in companies of all sizes.","PeriodicalId":157379,"journal":{"name":"Computer Human Interaction for Management of Information Technology","volume":"13 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2008-11-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"128381261","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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