Principles for CSCW Design

• input to output ratio: This principle, called by various names by various authors [69] is meant to suggest that software for collaboration should provide an array of benefits to the user that exceeds the costs of the inputs required of the system. Thus ...

• privates and generals: This principle suggests that where agents and processes exist in the system, services will be more easily accepted than directives. Software in service of the human actor will be more easily accepted than software controlling the human actors.[52]

• transparency: Systems that provide supports that tend to be transparent will be more readily accepted than those that are opaque. This is to suggest that the user will accept system supports that they believe they understand. If they believe that things are going on that they don't understand, they will resist. Thus every effort should be made to make the process apparent to the user at a level that makes sense to the user.

• augmentation: Augmented process are those processes in which an optimal division of responsibility has been developed for the system and the human. Based on Engelbart, the basic notion here is than a skill repertoire may be developed for a given activity. Once developed, the sub-activities of the task may be allocatedt o the human or the computer for completion. Augmentation occurs when the rote activities the human does not need to perform are done by the computer allocating higher level activities to the human than might otherwise have been managed.

• comparative processes: Comparative processes, particularly key processes that may be identified should be of equal or less difficulty in the electronic process. If commenting in an electronic environment is more difficult than it is in a traditional environment, the system will be resisted. This may even be the case when principle one is met. Despite the fact that overall outputs exceed inputs, key processes must also be as good or better than there traditional counterparts.

• information streams: The process of providing computer support offers the opportunity to tap a variety of information streams related to user activity, document activity, and system activity. Zuboff([66], p9) talks about these information streams as critical to the power of computerization in their ability to add new value to the proces.

• alternative presentation formats: Visualization is increasingly important as a mechanism for presenting large data sets in a way that makes it easier for humans to see pattern in the data. CSCW tends to provide such large data sets and it is critical that CSCW systems make effective use of these alternative formats

• cultural pressure valves: It is possible to design systems for groups of people that provide for intensely focused activity. Developing such a system that provides no breaks from the pressure to perform can create an exceptionally unpleasant environment for users. It is critical that CSCW systems provide for activities that allow users to engage in work that allows them to catch their breath and look broadly at their activities.

• personal preferences: Just as we have found the need to allow users to tailor personal productivity software to their own preferences, so it is important that we allow users to tailor group ware to their own preferences. This can be as simple as allowing alternative signature blocks for email or as complex as adjusting the nature of agents that serve as alter egos for individuals in groupware situations. It may be that your meeting scheduling agent has a sense of humor and mine is fully task oriented.