A User-Oriented Approach to Building a Video Community in a Distributed Workplace

Abstract

In this paper we present experiences from a two-month prestudy on the possible creation of a communication environment (Media Space) between the three different locales of a distributed Call Centre. A spectrum of useroriented methods was used in the study, and the staff at the Call Centre took part through interviews, discussions, and a workshop. The approach yielded useful information, and the feedback from the user group was very positive. Some pitfalls and risks were identified, such as technology focus, and to come up with solutions rather than to reflect on needs. A useful foundation was laid for the continuation of the project, which includes continued co-operative design work and the establishment of a communication environments in the workplaces.