L545 Systems Analysis & Design

Week 7: October 14, 2008

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Announcements

Mid-term evaluation results Qs re Individual Assignment #2? Informed consent?

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Culture

Culture defines expectations, desires, policies, values, and the whole approach people take to their work

Cultural context: the mindset that people operate within and that plays a part in everything they do

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Cultural Context

Issues of cultural context Not concrete Not technical Not represented in an artifact Not written on a wall Not observable in a single action

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Cultural Context

Issues of cultural context are: Revealed in the language use Implied by recurring patterns of behavior,

nonverbal communications, and attitudes Suggested by how people decorate and

the posters they put on their walls

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Influence of Culture: Tone?

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Influence of Culture: Tone?

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Influence of Culture: Tone?

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Influence of Culture

Policies What are the polices people follow? How are policies recorded? Are there policy manuals? Are they used?

(cf., artifact model)

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Influence of Culture

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Influence of Culture

Organizational influence Are there organizations, individuals, or job

functions that keep showing up, either as troublesome or helpful?

What are the organizations or job functions that always seem to get in the way?

Listen to how people talk about others

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Influence of Culture

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Influence of Culture

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Influence of Culture

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Making Culture Tangible

Cultural model provides a tangible representation (see p. 113 & 114 in B&H)

In a cultural model, we represent: Influencers (people, organizations, and

groups) Influences Problems/breakdowns

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Cultural Model Rules (B&H p. 109-110)

Influencers are shown as large bubbles Bubbles sit on one another, showing how one org

forces another to take or not take actions Influences are shown as arrows piercing the

bubbles with labels Label with language representing the experience

of the people doing the work Breakdowns with the culture are marked

with a lightning bolt

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Cultural Model

Cultural model =\ organization charts Individual managers appear only they

are charismatic figures

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Physical Environment

PE: How people move How the space supports or hinders

communication Location of the tools people use

(hardware, networks, machines) to do work

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Impact of the Physical Environment

Organization of Space Are there stations? How do they relate to the work? Are stations grouped to follow the flow of

work?

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Impact of the Physical Environment

Division of Space Where are the walls? Do they follow the structure of the work? Do they interfere with it? How do people over come the problems?

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Impact of the Physical Environment

Grouping of People How are people grouped in the spaces? By

function or by project? Does each person have their own separate

office area?

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Impact of the Physical Environment

Organization of Workplaces How are the individual stations, offices, or

work areas organized? What is kept out, ready to hand, and

available?

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Impact of the Physical Environment

Movement When do people move? What triggers them to leave one place to go

to another? Understanding why the movement happens

help you decide whether it makes more sent to support it better or eliminate it

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Physical Model

A physical model: a drawing of those aspects of the

workplace Shows how the physical environment

affects the work Is annotated to show how the space is

used Is to show strategies, intents, and cultural

values revealed by the space use

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Physical Model (B&H ,p. 117) The places in which work occurs (e.g., room,

workstations, offices, hallways) The physical structures that constraints the space

(e.g., desks, file cabinets, dividers) The usages and movement within the space that

indicate strategies, intents, and cultural values The hardware, software, communication lines,

and other tools (e.g., printers, post-its, phone) The artifacts that people use (e.g., to-do lists, piles

of stuff, bills, spreadsheets) The layout of the tools, artifacts, furniture, and

walls Breakdowns

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Physical Model

Ask Qs: Do people accept the workplace as it is? Do they work around it? Does the work as it is experienced

mismatch work? What do people do about it?

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Physical Model

Physical model =\ a floor plan for the work site An inventory of the computer room Show detail unrelated to the project focus

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Example of Physical Model

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Example of Physical Model

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Example of Physical Model

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Five Work Models

Different models reveal different aspects of work

Seeing how users work drives design Later on, consolidate individual models

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Interpretation Session (B&&H Ch 7)

Are there notable characteristics of interpretation sessions that you’d like to discuss?

Any problems you noticed during the interpretation session?

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A Rich Picture (Monk & Howard)

A rich picture A graphic representation that identifies

primary stakeholders, their interrelationships, and their concerns

A tool to record the work context and to articulate how they should affect the design

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A Rich Picture (Monk & Howard) Structure

Refers to aspects of the work context that are slow to change

Process Refers to the transformation that occur in the process of the

work Concerns

Issues, problems, breakdowns (represented by thought bubbles, & crossed swords icons)

Tensions Tensions between stakeholders should be identified by the

“crossed swords” icon

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A Rich Picture (Monk & Howard)

In participatory design Brainstorming Storyboarding Paper-based prototyping

In lightweight usability methods Need to prepare prototypes & scenarios

Note: no single technique is capable of capturing full diversity of the work process

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KM: NY City Taxi Cab Case Study (Skok, 2003)

A case study of Rich Picture (p.128)

Socialization (tacit-to-tacit)

Externaliza-tion (tacit-to explicit)

Combination (explicit-to-explicit)

Internaliza-tion (explicit-to-tacit)

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Exercise 1

Create a cultural model from Karen’s perspective

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Exercise 2

Create a physical model of:1. SLIS information commons

2. The reference/help desk @ Information Commons

3. The research library circulation/computer clusters area

4. SLIS faculty mailbox room (LI016)