research-article

Understanding and supporting personal activity management by IT service workers

Authors:

Victor M. Gonzalez,

Leonardo Galicia,

Jesus FavelaAuthors Info & Claims

CHiMiT '08: Proceedings of the 2nd ACM Symposium on Computer Human Interaction for Management of Information Technology

Article No.: 2, Pages 1 - 10

https://doi.org/10.1145/1477973.1477976

Published: 14 November 2008 Publication History

Abstract

Many recent studies provide evidence of the challenges experienced by knowledge workers while multi-tasking among several projects and initiatives. Work is often interrupted, and this results in people leaving activities pending until they have the time, information, resources or energy to reassume them. Among the different types of knowledge workers, those working directly with Information Technology (IT) or offering IT services -- software developers, support engineers, systems administrators or database managers --, experience particularly challenging scenarios of multi-tasking given the varied, crisis-driven and reactive nature of their work. Previous recommendations and technological solutions to ameliorate these challenges give limited attention to individual's preferences and to understanding how and what tools and strategies could benefit IT service workers as individuals. Based on the analysis of characteristics of IT service work and a consolidation of findings regarding personal activity management processes, we present the design of a software tool to support those processes and discuss findings of its usage by four IT service workers over a period of eight weeks. We found that the tool is used as a central repository to orchestrate personal activity, complementing the use of e-mail clients and shared calendars as well as supporting essential aspects of IT-service work such as multi-tasking and detailed work articulation.

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Cited By

Qiu CSquicciarini AHanrahan BElkind EVeloso MAgmon NTaylor M(2019)Incentivizing Distributive Fairness for Crowdsourcing WorkersProceedings of the 18th International Conference on Autonomous Agents and MultiAgent Systems10.5555/3306127.3331720(404-412)Online publication date: 8-May-2019
https://dl.acm.org/doi/10.5555/3306127.3331720
Anuar NPapadaki MFurnell SClarke N(2014)A response selection model for intrusion response systemsSecurity and Communication Networks10.1002/sec.8967:11(1831-1848)Online publication date: 1-Nov-2014
https://dl.acm.org/doi/10.1002/sec.896
De Souza CPinhanez CCavalcante VGomes Ade Souza CSanchez J(2011)Knowledge and information and needs of system administrators in IT service factoriesProceedings of the 10th Brazilian Symposium on Human Factors in Computing Systems and the 5th Latin American Conference on Human-Computer Interaction10.5555/2254436.2254453(81-90)Online publication date: 25-Oct-2011
https://dl.acm.org/doi/10.5555/2254436.2254453
Show More Cited By

Index Terms

Understanding and supporting personal activity management by IT service workers
1. Social and professional topics
  1. Professional topics
    1. Management of computing and information systems
2. Software and its engineering
  1. Software creation and management
    1. Software development process management
  2. Software notations and tools
    1. Software configuration management and version control systems

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Published In

cover image ACM Conferences

CHiMiT '08: Proceedings of the 2nd ACM Symposium on Computer Human Interaction for Management of Information Technology

November 2008

82 pages

ISBN:9781605583556

DOI:10.1145/1477973

General Chairs:
AEleen Frisch
Exponential
,
Eser Kandogan
IBM Research
,
Program Chairs:
Wayne Lutters
UMBC
,
Jim Thornton
PARC
,
Mustapha Mouloua
UCF & UTF

Copyright © 2008 ACM.

Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than ACM must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected]

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SIGCHI: ACM Special Interest Group on Computer-Human Interaction

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Association for Computing Machinery

New York, NY, United States

Publication History

Published: 14 November 2008

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CHiMiT08

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CHiMiT08: Computer Human Interaction for the Management of Information Technology

November 14 - 15, 2008

California, San Diego

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Overall Acceptance Rate 15 of 43 submissions, 35%

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Cited By

Qiu CSquicciarini AHanrahan BElkind EVeloso MAgmon NTaylor M(2019)Incentivizing Distributive Fairness for Crowdsourcing WorkersProceedings of the 18th International Conference on Autonomous Agents and MultiAgent Systems10.5555/3306127.3331720(404-412)Online publication date: 8-May-2019
https://dl.acm.org/doi/10.5555/3306127.3331720
Anuar NPapadaki MFurnell SClarke N(2014)A response selection model for intrusion response systemsSecurity and Communication Networks10.1002/sec.8967:11(1831-1848)Online publication date: 1-Nov-2014
https://dl.acm.org/doi/10.1002/sec.896
De Souza CPinhanez CCavalcante VGomes Ade Souza CSanchez J(2011)Knowledge and information and needs of system administrators in IT service factoriesProceedings of the 10th Brazilian Symposium on Human Factors in Computing Systems and the 5th Latin American Conference on Human-Computer Interaction10.5555/2254436.2254453(81-90)Online publication date: 25-Oct-2011
https://dl.acm.org/doi/10.5555/2254436.2254453
de Souza CPinhanez CCavalcante VMoskowitz AHawkey KBeznosov KAnderson P(2011)Information needs of system administrators in information technology service factoriesProceedings of the 5th ACM Symposium on Computer Human Interaction for Management of Information Technology10.1145/2076444.2076447(1-10)Online publication date: 4-Dec-2011
https://dl.acm.org/doi/10.1145/2076444.2076447
Shwartz LRosu DLoewenstern DBuco MGuo SLavrado RGupta MDe PMadduri VSingh J(2010)Quality of IT service delivery — Analysis and framework for human error prevention2010 IEEE International Conference on Service-Oriented Computing and Applications (SOCA)10.1109/SOCA.2010.5707161(1-8)Online publication date: Dec-2010
https://doi.org/10.1109/SOCA.2010.5707161

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