Capturing Interactions: Requirements for CSCW

Abstract

This chapter is concerned with the details of capturing and analysing requirements for Computer Supported Cooperative Work (CSCW) systems. Technological factors and the increasing viability of communication networks have led to the design and implementation of products ranging from schedulers and diary managers through email and conferencing systems to the provision of shared workspaces and techniques for supporting synchronous collaboration in writing and meetings. We assess why requirements capture and analysis for CSCW systems differs from that for more traditional Information Technology (IT) systems and discuss how to gather data through observational and related studies, debating where and how such techniques could fit into the life-cycle model of software engineering and design. We highlight the issues involved in understanding both cooperative and conflicting patterns of communication between those engaged in collaborative activities, and show how we are developing a methodology to define more clearly the relationship between work contexts and types of computer support for group working. We summarize some of our investigative work into the organizational contexts in which such systems might be used, focusing on interaction based studies of office settings, and present a case study of a set of “knowledge workers” who manipulate information.