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Service Systems Research (SSR) - Service Practices

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Service Practices Publications
 

  • Bailey, J. & Kieliszewski, C. (2006). Automation in IT service delivery: Human factors challenges. Human Factors and Ergonomics Society Bulletin, 49(3), 1-2.

  • Bailey, J., Kandogan, E., Haber, E., & Maglio, P. (2007). Activity-based management of IT service delivery. 1st ACM Symposium on Computer Human Interaction for Management of Information Technology (CHIMIT'07). Cambridge, MA.

  • Bailey, J., Etgen, M. & Freeman, K. (2003). Situation awareness and system administration. In Barrett, R., Chen, M., & Maglio, P. (Eds). System Administrators are Users, Too: Designing Workspaces for Managing Internet-scale Systems. CHI 2003 Workshop.

  • Barrett, R., Maglio, P., Kandogan, E., & Bailey, J. (2006). Usable autonomic computing systems: The sysadmin's perspective. EAI Journal Autonomic Computing Special Issue. Journal Paper.

  • Barrett, R., Maglio, P., Kandogan, E, & Bailey, J. (2004). Usable autonomic computing systems: the administrator's perspective. Proceedings of the First International Conference on Autonomic Computing, Pp. 18-25. New York, NY.

  • Blomberg, J., Wagner, I. & Kensing, F. (2006). Expanding Boundaries in Design - Proceedings of PDC 2006. ACM, New York, NY.

  • Blomberg, J. & Evensen, S. (2006). Service innovation and design: Panel description. In Proceedings of CHI 2006. ACM, New York, NY.

  • Blomberg, J. (2006). Between hype and promise: Two decades of becoming. In Ethnographic Praxis in Corporations (EPIC) 2006 Conference Proceedings. American Anthropological Association.

  • Blomberg, J. (2005). The Coming of Age of Hybrids: Notes on Ethnographic Praxis. In Ethnographic Praxis in Corporations (EPIC) 2006 Conference Proceedings. American Anthropological Association.

  • Blomberg, J, Burrell, M., & Guest, G. (2003). An ethnographic approach to Design. In Jacko, J. and A. Sears (eds) Human-Computer Interaction Handbook: Fundamental, Evolving Technologies and Emerging Applications. Lawrence Erlbaum Associates, Inc., New Jersey, Pp. 965-984.

  • Blomberg, J. & Trigg, R. (2000). Constructing technical objects: Reconfiguring the sociotechnical divide. Occasional Papers from the Work Practice Laboratory, Vol. 1, No. 2, Department of Human Work Science, University of Karlskrona/Ronneby, Ronneby, Sweden 1(2):1-16.

  • Blomberg, J & Kensing, F. eds. (1998). Special issue of Computer Supported Cooperative Work: The Journal of Collaborative Computing on Participatory Design, Kluwer Academic Pub., Netherlands.

  • Blomberg, J., Suchman, L. & Trigg, R. (1997). Back to Work: Renewing old agendas for change. In Computers and Design in Context. M. Kyng and L. Mathiassen (eds.). MIT Press, Cambridge, MA, Pp. 201-238.

  • Blomberg, J., Kensing, F. & Dykstra-Erickson, E. eds. (1996). Proceedings of the Participatory Design Conference (PDC'96) Computer Professionals for Social Responsibility, Palo Alto, CA.

  • Blomberg, J. (1996). Designing cyberian landscapes. Social Science Computer Review. Special Issue on Social Aspects of the National Information Infrastructure, Allen Batteau (ed.) 14(1): 18-21.

  • Blomberg, J., Suchman, L. & Trigg, R. (1996). Reflections on a work-oriented design project. Human-Computer Interaction, Lawrence Erlbaum Associates, 11(3): 237-265.

  • Blomberg, J. (1995). Ethnography: Aligning field studies of work and system design. In: Perspectives on HCI: Diverse Approaches, A. Monk and N. Gilbert (eds.). Academic Press, London, Pp. 175-196.

  • Blomberg, J., Giacomi, J., Mosher, A. & Swenton-Wall, P. (1993). Ethnographic field methods and their relation to design. In Participatory Design: Perspectives on Systems Design, D. Schuler and A. Namioka (eds.). Lawrence Erlbaum Associates, Hillsdale, New Jersey, Pp. 123-154.

  • Blomberg, J., McLaughlin, D., & Suchman, L. (1993). Work-oriented design at Xerox. Communications of the ACM, 1993 June; 36(4): 91.

  • Blomberg, J. & Henderson, A. (1990). Reflections on participatory design: Lessons from the trillium experience. In Proceedings of CHI '90 Human Factors in Computing Systems, April 1-5, Seattle, Washington, Pp. 353-359.

  • Blomberg, J. (1988). The variable impact of computer technologies on the organization of work activities. In Computer-Supported Cooperative Work: A Book of Readings, I. Greif (ed.). Morgan Kaufman Publisher, San Mateo, California, Pp. 771-782.

  • Blomberg, J. (1987). Social interaction and office communication: Effects on users' evaluation of new technologies. In Technology and the Transformation of White Collar Work, R. Kraut (ed.). Lawrence Erlbaum Associates, Hillsdale, New Jersey, Pp. 195-210.

  • Campbell, C. S., Shafae, M. M., Lodha, S. K., & Massaro, D. W. (2003). Discriminating visible speech tokens using multi-modality. In Proceedings of the International Conference on Auditory Displays (ICAD 2003).

  • Campbell, C. S. & Maglio, P. P. (2003). Segmenting display space interferes with multitasking. In Proceedings of the Ninth IFIP TC13 International Conference on Human-Computer Interaction (INTERACT 2003).

  • Campbell, C. S. & Maglio, P. P. (2003). Supporting notable information in office work. In Proceedings of the ACM Conference on Human Factors in Computing Systems - Extended Abstracts (CHI 2002).

  • Campbell, C. S. & Maglio, P. P. (2001). A robust algorithm for reading detection. In Proceedings of the ACM Workshop on Perceptive User Interfaces (PUI '01).

  • Campbell, C. S., Massaro, D. W., & Schwarzer, G. (2001). Face perception: An information processing framework. In M. J. Wenger & J. Townsend (Eds.), Computational, geometric, and process perspectives on facial cognition: Contexts and Challenges. Hillsdale, NJ: Lawrence Erlbaum Associates, Inc.

  • Campbell, C. S. & Maglio, P. P. (1999). Facilitating navigation in information spaces: Road signs on the World Wide Web. International Journal of Human-Computer Studies, 50: 309-327.

  • Campbell, C. S., Zhai, S., May, K. W., & Maglio, P. P. (1999). What you see must be what you feel: Adding tactile feedback to the Trackpoint. In M. Angela Sasse & Chris Johnson (Eds.), Human-Computer Interaction -- INTERACT '99. IOS Press, Pp 383-390.

  • Campbell, C. S. & Massaro, D. W. (1998). Robust visible speech perception and automatic face processing. In H. Wechsler, J. Phillips, V. Bruce, F. Fogelman Soulii, T. Huang (Eds.), Face recognition: From theory to applications. Berlin: Springer-Verlag.

  • Campbell, C. S. & Massaro, D. W. (1997). Perception of visible speech: Influence of spatial quantization. Perception, 26: 627-644.

  • Cefkin, M. (2006). Anthropology and consultancy: Issues and debates. Book Review. American Anthropologist. 108(4):925-926.

  • Cefkin, M. (2006). WWMD? Ethical impulses and the project of ethnography in industry. In Ethnographic Praxis in Corporations (EPIC) 2006 Conference Proceedings. American Anthropological Association.

  • Cefkin, M. (forthcoming). Ethnographers at Work: new social science research in and for industry. Berghahn Press.

  • Cefkin, M. (2005). New technologies at work: People, screens and social virtuality. Book Review. Anthropology of Work Review, 26 (2).

  • Cefkin, M. "A Higher-Order Merger: A Middle Manager's Story". In Corporate Futures. Series: Late Editions: Cultural Studies for the End of the Century. George Marcus, ed. University of Chicago Press. 1998.

  • Chen, Y., Behal, A., Kieliszewski, C., Lelescu, A., He, B., Cui, J., Kreulen, J., Maximilien, M., Rhodes, S., & Spangler, S. (in press). Understanding complex IT environments using information analytics and visualization. To appear in ACM Symposium on Computer Human Interaction for the Management of Information Technology (CHIMIT '07).

  • Dieberger, A., Kandogan, E., & Kieliszewski, C. (2006). Scalability in system management GUIs: A designer's nightmare. In CHI 2006 Conference on Human Factors in Computing Systems: Conference Proceedings and Extended Abstracts.

  • Farrell, S., Buchmann, V., Campbell, C. S., & Maglio, P. P. (2002). Information programming for personal user interfaces. In Proceedings of the International Conference on Intelligent User Interfaces 2002 (IUI 2002). New York: ACM Press, Pp. 190--191.

  • Farrell, S., Maglio, P. P., & Campbell, C. S. (2001). How to teach a fish to swim. In Proceedings of the IEEE Symposia on Human-Centric Computing Languages and Environments (HCC '01).

  • Finley, J. Muse, L. Suchman, L., Blomberg, J., Newman, S., & Trigg, R. (1999) O night without objects. In Art and Innovation - the Xerox PARC Artist-in-Residence Program, MIT Press Cambridge MA, Pp. 46-101.

  • Haber, E., & Bailey, J. (2007). Design guidelines for system administration tools: Developed through ethnographic field studies. 1st ACM Symposium on Computer Human Interaction for Management of Information Technology (CHIMIT'07). Cambridge, MA.

  • Holloway, J. B. & Bailey, J. H. (1996). Don't Use a Product's Developers for Icon Testing. Proceedings of CHI 96: Common Ground. Vancouver, BC.

  • Kandogan, E., Campbell, C. S., Khooshabeh, P., Bailey, J., & Maglio, P. P. (2006). Policy-based management of an e-commerce business simulation: An experimental study. In Proceedings of the Third International Conference on Autonomic Computing (ICAC).

  • Kensing, F. & Blomberg, J. (1998). Participatory design: Issues and concerns. Computer Supported Cooperative Work: The Journal of Collaborative Computing, 7(3-4):163-165.

  • Kolodner, J.L., Owensby, J.N. & Guzdial, M. (2004). Case-Based Learning Aids, In D.H. Jonassen (Ed.), Handbook of Research for Education Communications and Technology, 2nd Ed. Mahwah, NJ: Lawrence Erlbaum Associates. (Book chapter).

  • Maglio, P. P., Kandogan, E., & Bailey, J. (2006). Case studies in IT management: On formal processes and informal activities in service delivery. Frontiers in Service. Brisbane, Australia.

  • Maglio, P. P., & Campbell, C. S. (2003). Attentive agents. Communications of the ACM, 46(3):47-51.

  • Maglio, P. P., Matlock, T., Gould, S. J., Koons, D., & Campbell, C. S. (2002). On understanding discourse in human-computer interaction. In Proceedings of the Twenty-fourth Annual Conference of the Cognitive Science Society.

  • Maglio, P. P., Barrett, R., Campbell, C. S., & Selker,T. (2001). An architecture for developing attentive information systems. Knowledge-Based Systems, 14:103-110.

  • Maglio, P. P., Matlock, T., Campbell, C. S., Zhai, S., & Smith, B. A. (2000). Gaze and speech in attentive user interfaces. In Proceedings of the International Conference on Multimodal Interaction. Berlin: Springer-Verlag.

  • Maglio, P. & Campbell, C. S. (2000). Tradeoffs in displaying peripheral information. In Proceedings of the ACM Conference on Human Factors in Computing Systems (CHI 2000).

  • Maglio, P. P., Barrett, R., Campbell, C. S., & Selker, T. (2000). SUITOR: An attentive information system. In Proceedings of the International Conference on Intelligent User Interfaces 2000.

  • Maglio, P. P., Zhai, S., Campbell, C. S., May, K. W., & Smith, B. A. (1999). Tractile: Adding tactile feedback to the Trackpoint. In S. Brewster, A. Cawsey, & G. Cockton (Eds.), Human-Computer Interaction -- INTERACT '99, (Vol II). IOS Press, Pp 93-94.

  • Martinez, P., & Moulton Reger, S. (2000). "Managing the online phase of e-business." DM Direct. http://www.dmreview.com/editorial/dmreview/print_action.cfm?articleId=2796

  • Massaro, D. W., Cohen, M. M., Campbell, C. S., & Rodriguez, T. (2001). Bayesian method of model selection validates FLMP. Psychological Bulletin & Review, 8(1): 1-17.

  • Matlock, T., Campbell, C. S., Maglio, P. P., Zhai, S., & Smith, B. A. (2001). Designing feedback for an attentive office. In Proceedings of the Eighth IFIP Conference on Human-Computer Interaction (INTERACT 2001).

  • Miner, C. S., Chan, D. & Campbell, C. S. (2001). Digital jewelry: Wearable technology for everyday life. In Proceedings of the ACM Conference on Human Factors in Computing Systems – Extended Abstracts (CHI 2001).

  • Moulton Reger, S. (2007). IBM's "tangible culture" approach can smooth the way to successful transformation: A practical approach for culture change. Human Resource Management International Digest, 15(2): 24-26.

  • Moulton Reger, S. (2006). Can Two Rights Make a Wrong? Insights from IBM's Tangible Culture Approach. Upper Saddle River, N.J. IBM Press.

  • Moulton Reger, S., Bliss, B., Blomberg, J., Blum, S., Kreeger, L., & Pederson, K. (2006). An overview of tangible culture. In Reger, S.M., Can two rights make a wrong? Insights from IBM's tangible culture. Upper Saddle River, NJ. IBM Press. Pp.1-16.

  • Moulton Reger, S., Bliss, B., Blomberg, J., Cefkin, M., Lesser, E., Maglio, P., & Spohrer, J. (2006). How to get to the right place the right way: Outcome narratives. In Moulton Reger, S., Can Two Rights Make a Wrong? Insights from IBM's Tangible Culture Approach. Upper Saddle River, NJ. IBM Press. Pp. 49-65.

  • Moulton Reger, S., Blomberg, J., Cefkin, M., Lesser, E., Maglio, P., Spohrer, J., & Strong, R. (2006). The good thing that can cause big trouble: Right vs. right. In Moulton Reger, S., Can Two Rights Make a Wrong? Insights from IBM's Tangible Culture Approach. Upper Saddle River, NJ. IBM Press. Pp. 67-83.

  • Moulton Reger, S., Bliss, B., Blomberg, J., Cefkin, M., Frank, R., Lesser, E., Maglio, P., & Spohrer, J. (2006). The unseen hand that propels organizational action: Business practices. In Moulton Reger, S., Can Two Rights Make a Wrong? Insights from IBM's Tangible Culture Approach. Upper Saddle River, NJ. IBM Press. Pp. 85-102.

  • Moulton Reger, S., Grise, C., & Kreeger, L. (2006). Alliances: Finding ways to leverage your collective capabilities. In Moulton Reger, S., Can Two Rights Make a Wrong? Insights from IBM's Tangible Culture Approach. Upper Saddle River, NJ. IBM Press. Pp. 143-161.

  • Moulton Reger, S., Blum S.M., Grise, C., Kreeger, L., Kreulen, J., McDavid, D., Pohle, G., Rogers, M.S., Spitzer, D., Spohrer, J., Strong, R., & Trelewicz, J. (2006). Key decisions and everyday business: extending tangible culture into the operational parts of your business. In Moulton Reger, S., Can Two Rights Make a Wrong? Insights from IBM's Tangible Culture Approach. Upper Saddle River, NJ. IBM Press. Pp. 203-239.

  • Moulton Reger, S. (1998). Effective project communications. In Willson, J.D., Roehl-Anderson, J.M., Bragg, S.M., Controllership: The Work of the Managerial Accountant, Fifth Edition-1998 Supplement, New York, NY. John Wylie & Sons. Pp. 237-250.

  • Moulton Reger, S. (1996). Project risk assessment. In Willson, J.D., Roehl-Anderson, J.M., Bragg, S.M., Controllership: The Work of the Managerial Accountant, Fifth Edition-1996 and 1998 Supplements, New York, NY. John Wylie & Sons. Pp. 113-122 (1996) and Pp. 227-236 (1998).

  • Moulton Reger, S. (1996). Change management. In Roehl-Anderson, J.M., Bragg, S.M., Controllership: The Work of the Managerial Accountant, Fifth Edition. New York, NY. John Wylie & Sons. Pp. 441-454.

  • Moulton Reger, S. (1995). Change management. In Willson, J.D., Roehl-Anderson, J.M., Bragg, S.M., Controllership: The Work of the Managerial Accountant, Fifth Edition. New York, NY. John Wylie & Sons. Pp. 1270-1283.

  • Moulton Reger, S., Oakley, E., & Kremer, C. (1993). How to assure your quality initiative really pays off. Management Accounting, 74(7).

  • Owensby, J.N. (2006). Exploring the development and transfer of case use skills in middle-school project-based inquiry classrooms. Ph.D. Thesis. Georgia Institute of Technology, Atlanta, GA.

  • Singer, D., & Moulton Reger, S. (2005). The many facets of complexity. Think Research. http://domino.research.ibm.com/comm/wwwr_thinkresearch.nsf/pages/20041130_think.shtml

  • Singer, D., & Moulton Reger, S. (2005). Diffused complexity. Think Research. http://domino.research.ibm.com/comm/wwwr_thinkresearch.nsf/pages/20050302_think.shtml

  • Singer, D., & Moulton Reger, S. (2005). Layered complexity. Think Research. http://domino.research.ibm.com/comm/wwwr_thinkresearch.nsf/pages/20050328_think.shtml

  • Singer, D., & Moulton Reger, S. (2005). Chosen complexity. Think Research. http://domino.research.ibm.com/comm/wwwr_thinkresearch.nsf/pages/20050502_think.shtml

  • Spohrer, J., Maglio, P., Bailey, J., & Gruhl, D. (2007). Steps toward a science of service systems. IEEE Computer. Pp 71-77.

  • Street, S., Hossack, R., Lin, S., McGee, N., Lawton, P., & Moulton Reger, S. (2003). It's time to flex: Create the organizational and cultural agility to do business on demand. IBM. http://www-935.ibm.com/services/uk/index.wss/summary/igs/a1007925

  • Suchman, L., Blomberg, J., & Trigg, R. (2002). Working artifacts: Ethnomethods of the prototype. British Journal of Sociology, 53 (2): 163-179.

  • Suchman, L., Blomberg, J., Orr, J., & Trigg, R. (1999). Reconstructing technologies as social practice. In (eds.) Lehman, P. and Wakeford, N. Analyzing Virtual Societies: New Directions in Methodology. Special Issue of American Behavioral Scientist 43(3): 392-408.

  • Tarasewich, P., Campbell, C.S., Xia, T. & Dideles, M. (2003). Evaluation of visual notification cues for ubiquitous computing. In Lecture Notes in Computer Science, 2864 (Book chapter in 2006).

  • Trigg, R., Blomberg, J., & Suchman, L. (1999). Moving document collections online: The evolution of a shared repository. Proceedings of the European Computer Supported Cooperative Work Conference (ECSCW'99), September.

  • Witmer, B. G., Bailey, J. H., Knerr, B. W. & Parsons, K. C. (1996). Virtual spaces and real world places: transfer of route knowledge. International Journal of Human-Computer Studies, 45:413-428.

  • Witmer, B. G., Bailey, J. H. & Knerr, B. W. (1995). Training dismounted soldiers in virtual environments: Route learning and transfer. ARI Technical Report 1022. Alexandria, VA: US Army Research Institute for the Behavioral and Social Sciences.

Patents
 

  • Bailey, J. H. "A Clear Extension to a Paste Command for a Clipboard Function in a Computer System." United States Patent number: 5,801,693. Issued Sept. 1, 1998.

  • Bailey, J. H., Turek, R., Taylor, S., & Buttigieg, M. "Manipulating and Displaying a Plurality of Views in a Graphical User Interface." United States Patent number: 5,835,091. Issued Nov. 10, 1998.

  • Bailey, J. H. "Append Extension to Cut and Copy Commands for a Clipboard Function in a Computer System." United States Patent number: 6,961,907. Issued Nov. 1, 2005.

  • Campbell, C. S. & Maglio, P. P. A system and method for posting, transferring, and moving digital information. US Patent Number: 7,046,213 B2, May, 2006.

  • Campbell, C. S. & Maglio, P. P., System and method for detecting reading and skimming from eye movements. -- ARC8-1999-0251, Issued March, 2005.

  • Etgen, M., Bailey, J. H., & Zegarra, E., "Graphical User Interface for Direct Control of Display of Data." United States Patent number: 7134093. Issued November 7, 2006.

  • Xia, C., Bailey, J. H., "Method and System for Aiding a User in Scrolling Through a Document Using Animation, Voice Cues, and a Dockable Scroll Bar." United States Patent number: 6,252,594. Issued August 2001.
 

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