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Presentation given at the 2013 European Conference on Computer-Supported Cooperative Work (ECSCW 2013)
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Fostering Collaborative Redesign of Work Practice: Challenges for Tools Supporting Reflection at Work Michael Prilla1, Viktoria Pammer2, Birgit R. Krogstie3
1Information and Technology Management, Ruhr University of Bochum 2Knowledge Media Research Center, Tübingen3Norwegian University of Science and Technology, Trondheim, Norway
Fostering Collaborative Redesign of Work Practice: Challenges for Tools Supporting Reflection at Work
Collaborative Reflection as bottom-up Work RedesignTriggered and implemented by workers
“Being concerned about ‘how things ought to be’”
(Fischer and Ostwald, 2003)
Fostering Collaborative Redesign of Work Practice: Challenges for Tools Supporting Reflection at Work
Reflection: Transforming experiences into learning.
Behavior
Ideas
Feelings
Returning to experience
Attending to feelings
Re-evaluating experience
New perspectives
Change in behavior
Readiness for application
Commitment to action
Experience(s)Reflective
process Outcomes
Articulating, sharing(similar) experience(s)
Articulating, sharinginsights / outcomesShared perspectives,shared understanding
Coordinating and embedding group processes of reflection into work
Critical / counterfactual thinking
Inference, abstraction
Boud (1985)
Fostering Collaborative Redesign of Work Practice: Challenges for Tools Supporting Reflection at Work
Fostering Collaborative Redesign of Work Practice: Challenges for Tools Supporting Reflection at Work
“Reflection is a complex, multifaceted and messy process that is tamed and domesticated at the risk of destroying what it can offer” (Cressey, Boud et al. 2006)
Fostering Collaborative Redesign of Work Practice: Challenges for Tools Supporting Reflection at Work
Exploring Collaborative Reflection in Practice3 Studies: Hospital, Care Home, IT-Consulting
Neurological Clinic (DE)Stroke Unit
“How to act professionally in demanding situations?”
ExamplesConversation with patients’relativesCare processes
Care Home (GB)Dementia Care
“How to answer this question?”
ExamplesConversations with relatives,
residents, …Challenging Behaviour
IT-Consulting (DE)CRM Solutions
“Why are we losing pitches?”
ExamplesConversations with customers Sales presentations
Fostering Collaborative Redesign of Work Practice: Challenges for Tools Supporting Reflection at Work
Exploring Collaborative Reflection in Practice3 Studies: Interviews, observations, focus groups
Fostering Collaborative Redesign of Work Practice: Challenges for Tools Supporting Reflection at Work
Why do people engage in collaborative reflection?
What are the characteristicsof collaborative reflection?
Fostering Collaborative Redesign of Work Practice: Challenges for Tools Supporting Reflection at Work
Deciding for Collaborative Reflection Triggers and Partners
Reflection for clarification
Understanding a problemComparing performance
Partners: More or same experience
Complement formal learningstrategies and supervision
Reflection for solution implementationChecking feasibilityCreating change
Partners: Position to implement change
Enabling bottom-up change processes
Reflection for awareness
Communicating problemsTesting solutions
Partners: Less experience, subordinates / co-workers
Strategic usage of reflection by management
Mainly initial step(s) Mainly continuation / finishing
Fostering Collaborative Redesign of Work Practice: Challenges for Tools Supporting Reflection at Work
Which are the characteristics of collaborative reflection?
A mirror for individuals and groups:
Understand each other
Perspective taking & making
Change attribution
Support appraisal
Improve cooperation
Fostering Collaborative Redesign of Work Practice: Challenges for Tools Supporting Reflection at Work
How does collaborative reflection lead to work redesign?
Fostering Collaborative Redesign of Work Practice: Challenges for Tools Supporting Reflection at Work
Group work redesign
• Rules for cooperation• Improving coordination• Changing common practice
Redesign on organisation level
• Best Practice(s), Knowledge Transfer
• Changing business processes / procedures
Reflection as a means for Work RedesignGoing beyond a focus on individual outcomes
Individual work redesign
• Better understanding of work
• Changing work practice• Direction for development
Fostering Collaborative Redesign of Work Practice: Challenges for Tools Supporting Reflection at Work
Implementing SolutionsA critical intersection
Implementation by groups / members▪ Find suitable solutions▪ Implement solution
Implementation by third party (power, expertise, …)▪ Include others into reflection▪ Link to organisational artefacts
Fostering Collaborative Redesign of Work Practice: Challenges for Tools Supporting Reflection at Work
What are the challenges for tools supporting collaborative reflection?
Fostering Collaborative Redesign of Work Practice: Challenges for Tools Supporting Reflection at Work
What are the challenges for tools supporting collaborative reflection?
Fostering Collaborative Redesign of Work Practice: Challenges for Tools Supporting Reflection at Work
5 Challenges for Collaborative Reflection Support
① Connecting Sessions
② Sharing and Communicating in Context
③ Learning to understand better
④ Creating Solution Teams
⑤ Linking and awareness
Fostering Collaborative Redesign of Work Practice: Challenges for Tools Supporting Reflection at Work
Implementation of collaborative reflection support
Fostering Collaborative Redesign of Work Practice: Challenges for Tools Supporting Reflection at Work
Sharing and communicating in contextReferring to experiences
Fostering Collaborative Redesign of Work Practice: Challenges for Tools Supporting Reflection at Work
Learn to understand betterPrompting people for exchanging perspectives
Fostering Collaborative Redesign of Work Practice: Challenges for Tools Supporting Reflection at Work
Linking outcomes to organisational artefactsChanging processes
Fostering Collaborative Redesign of Work Practice: Challenges for Tools Supporting Reflection at Work
Collaborative Reflection as bottom-up Work RedesignTriggered and implemented by workers
Socio-Technical challenges remaining
Tools supporting existing reflectionShift in hierarchies and power
Change in the mind-set of workers
Fostering Collaborative Redesign of Work Practice: Challenges for Tools Supporting Reflection at Work
Thanks for your attention. Questions?
Michael Prilla [email protected] www.imtm-iaw.rub.de, www.mirror-project.eu
michael.prillaimtmmirrorip