Khuloud abou Amsha,
Supporting Collaboration in Knotworking- A design case study in home care
Université de technologie de Troyes
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The development of new modes of working raises new challenges for supporting collaboration. Knotworking represents an innovative way of organizing work where collaboration occurs in episodes depending on the requirement of the current situation. Our study investigates the collaborative practices in such context and how to computer-support them. Supporting collaboration in knotworking presents multiple challenges due to the episodic, improvised, and cross-boundary nature of the collaboration. These challenges were addressed partially in the CSCW literature. However, we claim that supporting knotworking needs more investigation. The problem can be divided into two parts: First, it has not been clearly established how actors involved in a knotworking process organize their work and collaborate. Second, it is not clear how collaborative applications should be designed to accommodate knotworking. Our objective in this thesis is to tackle these challenges. Thus, we conducted a design case study investigating the collaborative practices of a group of self-employed care professionals who take care of patients at home. The results show: 1) the centrality of the coordinative artifacts for sharing information and coordinating the work. 2) How focusing on patients’ quality of life leads care actors to address issues beyond the medical scope. 3) How care actors experience different rhythms of collaboration depending on the patient’s situation. Based on these results, we defined some implications for design to support this type of care ensembles. Guided by these principles, we developed the CARE application (Classeur pour une Approche en Réseau Efficace), which is accessible via a tablet and designed to stay at the home of the patient. Feedback reveals the potential role of technologies in motivating the participation of new care actors, and in the creation of a shared place for diverse participants. Our work contributes to CSCW by bringing to focus a new model of organizing work named knotworking and by providing a first design case study aiming at supporting collaboration in this context.