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Making the organisation come alive: talking through and about the technology in remote banking

Research output: Contribution to Journal/Magazine › Journal article › peer-review

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Making the organisation come alive: talking through and about the technology in remote banking. / Rouncefield, Mark F.; Martin, D.; Procter, R. et al.
In: Human-Computer Interaction, Vol. 18, No. 1-2, 2003, p. 111-148.

Research output: Contribution to Journal/Magazine › Journal article › peer-review

Harvard

Rouncefield, MF, Martin, D, Procter, R & Slack, R 2003, 'Making the organisation come alive: talking through and about the technology in remote banking', Human-Computer Interaction, vol. 18, no. 1-2, pp. 111-148. https://doi.org/10.1207/S15327051HCI1812_5

APA

Rouncefield, M. F., Martin, D., Procter, R., & Slack, R. (2003). Making the organisation come alive: talking through and about the technology in remote banking. Human-Computer Interaction, 18(1-2), 111-148. https://doi.org/10.1207/S15327051HCI1812_5

Vancouver

Rouncefield MF, Martin D, Procter R, Slack R. Making the organisation come alive: talking through and about the technology in remote banking. Human-Computer Interaction. 2003;18(1-2):111-148. doi: 10.1207/S15327051HCI1812_5

Author

Rouncefield, Mark F. ; Martin, D. ; Procter, R. et al. / Making the organisation come alive : talking through and about the technology in remote banking. In: Human-Computer Interaction. 2003 ; Vol. 18, No. 1-2. pp. 111-148.

Bibtex

@article{cb33462ba10347d8a9d6d832aa3cd3ab,
title = "Making the organisation come alive: talking through and about the technology in remote banking",
abstract = "Organizations have increasingly been seeking to interact with their customers using more {"}remote channels{"} such as telephone and computer-based technologies. This process has been a part of dramatic technological upheavals as technology enters into customer interactions. This article examines examples of this changing relationship, documenting the role of technology in delivering banking services over remote channels. We present details from two ethnographic studies concerning physical and digital representations of artifacts, talk, and the organization of customer-facing work and their relevance in {"}designing for the expanded interface.{"} In telephone banking, sharing of objects and reconciliation between different instantiations are achieved through conversation. In video- conferencing, despite visual access to the same artifact, operators still need to guide customers around objects, explaining what they are seeing and what is happening. We look at the use of scripts designed to standardize operator interactions, the demeanor work undertaken by operators to account for the behavior of technology, attempts to configure customer interactions, and issues of trust in such technologically mediated communication.",
author = "Rouncefield, {Mark F.} and D. Martin and R. Procter and R. Slack",
note = "Impact factor of HCI: 4.682. RAE_import_type : Journal article RAE_uoa_type : Computer Science and Informatics",
year = "2003",
doi = "10.1207/S15327051HCI1812_5",
language = "English",
volume = "18",
pages = "111--148",
journal = "Human-Computer Interaction",
issn = "0737-0024",
publisher = "Taylor and Francis Ltd.",
number = "1-2",

}

RIS

TY - JOUR

T1 - Making the organisation come alive

T2 - talking through and about the technology in remote banking

AU - Rouncefield, Mark F.

AU - Martin, D.

AU - Procter, R.

AU - Slack, R.

N1 - Impact factor of HCI: 4.682. RAE_import_type : Journal article RAE_uoa_type : Computer Science and Informatics

PY - 2003

Y1 - 2003

N2 - Organizations have increasingly been seeking to interact with their customers using more "remote channels" such as telephone and computer-based technologies. This process has been a part of dramatic technological upheavals as technology enters into customer interactions. This article examines examples of this changing relationship, documenting the role of technology in delivering banking services over remote channels. We present details from two ethnographic studies concerning physical and digital representations of artifacts, talk, and the organization of customer-facing work and their relevance in "designing for the expanded interface." In telephone banking, sharing of objects and reconciliation between different instantiations are achieved through conversation. In video- conferencing, despite visual access to the same artifact, operators still need to guide customers around objects, explaining what they are seeing and what is happening. We look at the use of scripts designed to standardize operator interactions, the demeanor work undertaken by operators to account for the behavior of technology, attempts to configure customer interactions, and issues of trust in such technologically mediated communication.

AB - Organizations have increasingly been seeking to interact with their customers using more "remote channels" such as telephone and computer-based technologies. This process has been a part of dramatic technological upheavals as technology enters into customer interactions. This article examines examples of this changing relationship, documenting the role of technology in delivering banking services over remote channels. We present details from two ethnographic studies concerning physical and digital representations of artifacts, talk, and the organization of customer-facing work and their relevance in "designing for the expanded interface." In telephone banking, sharing of objects and reconciliation between different instantiations are achieved through conversation. In video- conferencing, despite visual access to the same artifact, operators still need to guide customers around objects, explaining what they are seeing and what is happening. We look at the use of scripts designed to standardize operator interactions, the demeanor work undertaken by operators to account for the behavior of technology, attempts to configure customer interactions, and issues of trust in such technologically mediated communication.

U2 - 10.1207/S15327051HCI1812_5

DO - 10.1207/S15327051HCI1812_5

M3 - Journal article

VL - 18

SP - 111

EP - 148

JO - Human-Computer Interaction

JF - Human-Computer Interaction

SN - 0737-0024

IS - 1-2

ER -