Definitions and Dimensions of Etiquette / 1 Christopher A. Miller Trust and Communication in Complex, Safety Critical Systems / 8 Raja Parasuraman When Etiquette Really Matters: Relational Agents and Behavior Change / 9 Timothy Bickmore Understanding and Decreasing Aversive Behavior in Online Social Contexts / 11 John P. Davis Impact of Roles on Participation and Task Performance / 14 Susan Hahn, Michael Lewis, and Terri L. Lenox Trust in Computer Technology and the Implications for Design and Evaluation / 20 John D. Lee and Katrina A. See Making Pedagogical Agents More Socially Intelligent / 27 Lewis Johnson Specifying Organizational Policies and Individual Preferences for Human-Software Interaction / 32 Debra Schreckenghost, Cheryl Martin, and Carroll Thronesbery Polite Computing: Software that Respects the User / 40 Brian Whitworth Etiquette in Human Computer Interactions: What Does it Mean for a Computer to be Polite?
Tentative Schedule (with some description and rationale) Friday, November 15 9:00-9:10 Welcome and Introductions 9:10-10:10 Keynote by Jeanne Comeau-- Importance and Lessons of Human-Human etiquette. How does etiquette impact human work when the consequences of doing that work well or badly is of high consequence? And yet, most of us (at least, us heavy-duty computer users) hate them. How would we take an etiquette perspective on the problem? Would it tell us anything new or different?
Several years of consulting with online community hosts and managers have highlighted a variety of issues that recur across many online community development efforts. We summarize those issues in eight points that have functioned as useful guidelines to working with online communities, particularly within a corporate context. These recommendations focus on the location and purpose of the community, the monitoring of social activity within the space, the provision of feedback to participants and the organization and maintenance of the space. While this collection is particularly focused on issues relevant to community organizers closely involved in starting, maintaining or growing online communities, its principles are generally applicable for analyzing and understanding the dynamics within a variety of communities.
We propose to apply a context-based approach used in AI for discussing of social networks and virtual communities in the enterprise area. We point out that making context explicit it is possible to provide a global picture of the main aspects of social networks. A first result of this study is that the explicit consideration of contexts--especially shared contexts--could improve notably the collaborative-work processes in an enterprise. A second result is the interest of simultaneously considering the paradigms of context and social network when ICT is at the core of the enterprise. A third result is to point out that different types of context account for the flux of information between groups as well as inside each group. Finally, a parallel is lead between the couple proceduralized context versus contextual knowledge in AI and virtual community versus social networks. This parallel allows to assimilate a virtual community to a contextualization of a social network, i.e. a kind of "chunk of actors".
Governments are turning to Social Media as a way to engage citizens in public policies through online debates and discussion forums. Together with the communication team of a government department, we are exploring another facet of government-citizens communication, and another opportunity for governments to exploit Social Media. In particular, we are investigating whether online communities could become a new channel to support specific groups of citizens. In this model, a government would facilitate the creation of online communities for specific cohorts of people sharing goals and needs as well as act as mediator. This model would enable governments to capitalise on the power of crowd-sourcing and the social capital that gets created through such communities to provide social and emotional peer-support. These communities would also serve to provide direct feedback on social security policies. We propose to explore the issues that arise in this context.