(Re)Configuring Hybrid Meetings: Moving from User-Centered Design to Meeting-Centered Design
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© The Author(s) 2020
(Re)Configuring Hybrid Meetings: Moving from User-Centered Design to Meeting-Centered Design Banu Saatçi1* , Kaya Akyüz2* , Sean Rintel3 Clemens Nylandsted Klokmose1
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*1Department of Digital Design and Information Studies, Aarhus University, Helsingforsgade 14, 8200 Aarhus N, Denmark (E-mail: [email protected]), (E-mail: [email protected]); *2Department of Science and Technology Studies, University of Vienna, Universitätsstraße 7/Stiege II/6. Stock (NIG), 1010 Vienna, Austria (E-mail: [email protected]); 3Microsoft Research, 21 Station Road, CB1 2FB Cambridge, UK (E-mail: [email protected]) Abstract. Despite sophisticated technologies for representational fidelity in hybrid meetings, in which colocated and remote participants collaborate via video or audio, meetings are still often disrupted by practical problems with trying to include remote participants. In this paper, we use micro-analysis of three disruptive moments in a hybrid meeting from a global software company to unpack blended technological and conversational practices of inclusion and exclusion. We argue that designing truly valuable experiences for hybrid meetings requires moving from the traditional, essentialist, and perception-obsessed user-centered design approach to a phenomenological approach to the needs of meetings themselves. We employ the metaphor of ‘configuring the meeting’ to propose that complex ecologies of people, technology, spatial, and institutional organization must be made relevant in the process of design. Key Words: Configuration, Conversation analysis, Hybrid meetings, Micro-analysis, User-centered design
1. Introduction The ‘meetingisation’ of work stems from the increasing need for collective means of social orientation and coordination, especially in post-industrial economies (van Vree 2019). Work has also become more distributed, increasing the importance and variety of hybrid meetings, in which co-located and remote participants engage via audio and video technologies. While representational fidelity for remote participants has grown ever-more sophisticated, hybrid meetings often become stalled at the user-practice level due to combinations of technological problems and failures of design to support hybrid meeting dynamics. To improve hybrid meeting technologies, we must better understand the special problems of meeting continuity that arise from hybridity itself. These problems are often revealed in practices of inclusion and exclusion of remote participants in hybrid meetings. By inclusion, we mean episodes in which the meeting continuity is disrupted either to organize the participation of a remote user, or to organize meeting tasks around a spatial orientation that accounts for both remote and local participants. By exclusion,
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we refer to episodes in which meeting continuity is itself organized to accountably exclude remote participants during or following a technological breakdown. Our research question is: How do practices of inclusion and exclusion of rem
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