Paper Info
Title
Complex activities in an operations center: a case study and model for engineering interaction
Abstract
Data operations and command centers are crucial for managing today's Internet-based economy. Despite advances in automation, the challenges placed on operations professionals continue to increase as they work individually or in teams to repair or proactively avoid service disruptions. Although there have been a few studies of collaborative work in military supervisory control centers, due to the sensitive nature of work in operating centers, there have been few studies on the activities that take place in commercial data centers. In this case study of a large, complex data operations and control center, activity theory is used to guide and interpret observations of individual and collaborative work. This resulted in a model of data operations activities, and the identification of tensions that arise within and between these activities. This model is of value to interaction engineers in the first phase of a user-centered engineering methodology. Using this model, we provide some recommendations for reducing some of the tensions we found, and discuss significant opportunities and challenges in this new domain for the HCI community.
Year
DOI
Venue
2013
10.1145/2480296.2480310
EICS
Keywords
Field
DocType
commercial data center,data operation,internet-based economy,operations professional,data operations activity,control center,case study,hci community,operations center,complex data operation,complex activity,engineering interaction,military supervisory control center,collaborative work,activity theory,modeling,attention
Computer science,Supervisory control,Complex data type,Automation,Data operations,Human–computer interaction,The Internet
Conference
ISBN
Citations 
PageRank 
978-1-4503-2138-9
2
0.44
References 
Authors
7
3
Name
Order
Citations
PageRank
Judith Brown1464.96
Steven L. Greenspan231.47
Robert Biddle352845.50