{"id":168268,"date":"2005-01-01T00:00:00","date_gmt":"2005-01-01T00:00:00","guid":{"rendered":"https:\/\/www.microsoft.com\/en-us\/research\/msr-research-item\/representations-can-be-good-enough\/"},"modified":"2018-10-16T20:12:26","modified_gmt":"2018-10-17T03:12:26","slug":"representations-can-be-good-enough","status":"publish","type":"msr-research-item","link":"https:\/\/www.microsoft.com\/en-us\/research\/publication\/representations-can-be-good-enough\/","title":{"rendered":"Representations Can be Good Enough"},"content":{"rendered":"<div class=\"asset-content\">When working remotely with physical objects obvious problems of reference arise because of the lack of a mutually shared object. Systems aiming to support such work tend to be based on understandings of face-to-face interaction and frequently use video. However, video introduces new interactional problems. This paper describes a field study of remote interaction around objects that is telephone-centred, namely in a call centre for troubleshooting office devices. We describe how breakdowns in mutual orientation stem from three main problematics: 1) The inadequate fidelity of operators\u2019 support resources; 2) The lack of mutual access to indicative resources; 3) operators\u2019 lack of direct access to customers\u2019 actions and orientation. From this analysis, we have developed a design proposal for supporting such work. Rather than using video, we propose that utilising a linked problem representation would address these problems. To this end we describe our proposal for a bidirectional remote visualisation of the troubleshooting problem.<\/div>\n<p><!-- .asset-content --><\/p>\n","protected":false},"excerpt":{"rendered":"<p>When working remotely with physical objects obvious problems of reference arise because of the lack of a mutually shared object. Systems aiming to support such work tend to be based on understandings of face-to-face interaction and frequently use video. However, video introduces new interactional problems. This paper describes a field study of remote interaction around 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