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Toward a socio-technical pattern language
The document discusses how socio-technical patterns and pattern languages can help align people, processes, and technology in complex systems design. It outlines the case for considering human factors, describes some proposed socio-technical patterns, and argues that representing knowledge as patterns can provide more actionable guidance for designers compared to typical research publications. Challenges include developing comprehensive socio-technical pattern languages and methods for applying patterns during design.
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Toward a socio-technical pattern language
- 1. Toward a Socio-TechnicalPattern Language How do we help design teams align people, process, and technology? John Thomas, IBM Research Madeira, Portugal, 29 July 2003
- 2. Outline The Casefor Paying Attention to Humans as part of Complex Human-Computer Systems Design and Science Social – Technical Relationships Patterns and Pattern Languages Some Proposed Socio-Technical Patterns Christopher Alexander’s Fifteen Properties from The Nature of Order
- 3. Tom Landauer’s TheTrouble with Computers Zero correlation between dollars industry spends on IT and productivity increase Zero correlation within industry on dollars spent on IT and productivity increases New IT systems without HCI show average increase of 1%/annum productivity gain New IT systems with HCI increase productivity average of 30%/annum Host of other articles, books, etc. point to cost-effectiveness of HCI work
- 4. Yet, applications withbad HCI designs still sap productivity; make for poor user experience HCI applied too late Lack of expertise Rush to market Organizational deadlock Marginal utility too small on application by application basis
- 5. An interesting fantasy….Much is known about the social aspects of complex systems. This is published in textbooks, journals, and the proceedings of conferences; e.g., Computer Supported Cooperative Work European Computer Supported Cooperative Work CE2003 Systems designers will read this material themselves or hire social scientists when designing complex systems that involve human beings
- 6. Reality… Such materialis generally unknown Specialized vocabulary and presumption of background knowledge and Weltanschauung (Worldview) Development schedules and pressures make it hard to read even within computer science and engineering Material is in the form of “what is” not “What should we do”
- 7. Potential Forms ofKnowledge Known, Predictable, Unchanging, Simple Unknown, Unpredictable, Changing, Complex Algorithms, Formulae, Programs, Machines Patterns Guidelines Heuristics, Principles, Properties Case Studies Stories Ethical values and fluid intelligence
- 8. How can wehelp the designer DESIGN?
- 9. The Importance ofthe Social Robert Putnam: Making Democracy Work (Italy) Bowling Alone (America) Impacts health of individual more than smoking Impacts on whether we have a sustainable approach to the world’s resources Impact on war and other miseries Corporations now supporting collaboration and communities of practice Socially defined intelligence: Evan’s Thesis on figures analogies
- 10. Some ways socialand technical can interact Technology supports existing practice (NOTES TeamRoom) Technology changes, or destroys existing practices (garages) Technology allows systems otherwise too costly (Babble, Co-labs) Technology designed for one purpose; is adopted for social purpose (e-mail) Technology designed for one function has unintended social consequences (microwave, dishwasher) Technology impacts individual minds & this impacts social functions (video games & impatience) Technology changes society (automobile) Changes in technology lead to desired changes in social systems
- 11. Some Aspects ofSocio-Technical Interaction Is coordinated rhythm Required (R), Helpful (+),Neutral (0), Harmful (-), or Incompatible with respect to goals ? Is conversation R, +,0,-, I with respect to goals? Negotiation ? Shared stimlus in terms of the gross context ? Shared fine stimulus context ? What is the Physical positioning of people? How are Goals controlled? Is physical contact Required, Helpful, Neutral, Harmful or Incompatible with meeting goals?
- 12. Additional Aspects ofSocio-Technical Situation Perceived game-theoretic aspects Preconscious game-theoretic aspects Visual Fidelity, timing of Communication Auditory Fidelity, timing of Communication Other senses involved Token interaction: cf. Football, Chess, Golf Instrumental Space of Conversational Topics Expressive Space of Conversational Topics
- 13. E.g. Washing DishesHand Washing Duo Rhythm required Side by side “confessional” Conversation OK Team accomplishes the work High shared stimulus context Using Dishwasher Rhythm not required Unitary better Conversation ? Team or One prepares machine to accomplish the work Moderate shared stimulus context
- 14. Fixing Dinner Traditionalcooking Negotiation Required High shared stimulus context (same meal) Synchronous activity Conversation likely Microwave No negotiation required (separate meals) Asynchronous activity Conversation less likely (person who is ready first starts some other activity)
- 15. Traditional Queue Someshared context; however… Perceived as competition for limited resource (tickets may run out) People in front are costing you time Face to Back of Head orientation Asynchronous movement reinforces individual identity (cf. rowing)
- 16. Vibrating Pager QueueThe obviousness of the competition has been greatly reduced No requirement to “face the same direction” Face to face interaction possible Conversation is much more likely
- 17. Enhanced Telephone HelpDesk Queue Many more people need help solving technical problem than servers available People describe problem ASR used to group similar problems People are bridged onto a conference call Synthesis announces to group their areas of overlapping interest Group may be able to solve the individual problems When available, help first gives generic advice
- 18. Patterns BehavioralPatterns vs. Design Patterns Application Areas: OO Programming Business Process Patterns Human Computer Interaction & Sociotechnical Patterns CHI ’97 Workshop Interact ’99 Workshop CHI 2000 Workshop CHI 2001Panel DIAC 2002 & subsequent on-line work on Pattern Language CHI 2002 Workshop CSCW 2002 Workshop CHI 2003 Workshop DTD for XML ECSCW 2003 Workshop planned for Helsinki
- 19. Parts of aPattern << Pattern Name >> Author, reviewer and revision dates: Synonyms Abstract (including evocative picture) Problem Context Forces Solution (including schematic) Examples Resulting Context Rationale Related Patterns Known Uses References
- 20. A Pattern LanguageChristopher Alexander Architectural “Patterns” that capture recurring problems and solutions Organized into a “Pattern Language” – a lattice of inter-related Patterns. Examples: Eccentric Town Center encourages commuter traffic to stop at Town Center European Pub Gradient of Privacy in homes: porch, entry, living room, dinning room, kitchen, bedroom
- 21. Some Socio-Technical PatternsCommunity of Communities Reality Check Radical Co-location Small Successes Early Who Speaks for Wolf? Support Conversation at Boundaries Social Proxy Context-setting Entry Answer Garden Registered Anonymity Anonymized Stories for Organizational Learning Mentoring Circle Levels of Authority Rites of Passage
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- 24. Who Speaks forWolf? Visual by www.PDIimages.com
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- 26. Support Conversation atthe Borders
- 27. Potential Uses ofa Pattern Language Approach Problem identification and formulation Lingua franca among stakeholders Problem solving (tool of thought) Design, maintenance (understanding implications of change) and documentation Capture, find, and share reusable intellectual assets Structure empirical tests of usefulness Marketing: ties to impacts on people’s image and experience
- 28. Challenges to PatternApproach Developing the Pattern Language – capturing the “inter-connection and inter-dependencies of patterns” Different tools for different pattern-user groups Instantiating a pattern as a software artifact (e.g., Web service) Developing methodology, services, etc. for using patterns (e.g., facilitating pattern-user via a Web service or wizard)
- 29. Christopher Alexander’s FifteenProperties from The Nature of Order 1. Levels of scale. 2. Strong centers. 3. Boundaries. 4. Alternating repetition. 5. Positive space. 6. Good shape. 7. Local symmetries. 8. Deep interlock and ambiguity. 9. Contrast. 10. Gradients. 11. Roughness. 12. Echoes. 13. The Void. 14. Simplicity and Inner Calm. 15. Not-separateness.
- 30. Can these beapplied to the design of social systems? * Levels of Scale: Organizations, Divisions, Departments, Projects, Teams, Individual. * Positive Space: Opposite of “not my job”; better to have contention than gaps * The Void: Need empty space and empty time; perhaps even roles of peace * Roughness: Problems arise when designs presume that they have covered every case.
- 31. Summary and ConclusionsKnowledge, presented as a social science article, does not aid the developer Pattern Languages and Properties may provide actionable knowledge representations Initial focus on “Socio-technical patterns” as area of high leverage because: Much has been learned that is not intuitive Patterns already exist in software, HCI
- 32. For more information:www.truthtable.com/patterns.html/ www.research.ibm.com/knowsoc/ www.truthtable.com/websitewelcome_page_index.html http://www.cpsr.org/conferences/diac02 http://www.welie.com/patterns/plml/ http://www.pliant.org/personal/Tom_Erickson/InteractionPatterns.html http:// www.hcipatterns.org / http:// www.cpsr.org /program/sphere/patterns/ http:// www.ibm.com/developerWorks/patterns / http://jerry.cs.uiuc.edu/~plop/plop2003/cfp2003.html http:/www.cs.kent.ac.uk/people/staff/saf/patterns/gallery.html http://www.groupware-patterns.org / http://www.lmu.ac.uk/ies/comp/research/isle/janetfinlay/
Editor's Notes
- #4 There are a host of empirical studies illustrating that merely throwing new technology at a problem is unlikely to result in any very substantive benefit. The ROI on HCI varies but is much higher than the typical IRR for businesses.
- #5 Nonetheless, applications continue to be developed today which have glaring problems, the solutions to which, have in some cases been known for decades. There are several main reasons for this gap between what we could do to make systems really useful to our customers and what the industry all too often settles for. These include trying to “add on” HCI as some kind of interface paint after the system functionality has been designed, a lack of HCI expertise on product development teams, a rush to market that bypasses the time taken to understand the customer’s situation, organizational anomalies in how products are priced and success is measured. In many cases, however, the fundamental problem is that the work taken to support the user properly is