<?xml version="1.0" encoding="UTF-8"?><xml><records><record><source-app name="Biblio" version="7.x">Drupal-Biblio</source-app><ref-type>47</ref-type><contributors><authors><author><style face="normal" font="default" size="100%">Jiang Yang</style></author><author><style face="normal" font="default" size="100%">Lada A. Adamic</style></author><author><style face="normal" font="default" size="100%">Mark S. Ackerman</style></author><author><style face="normal" font="default" size="100%">Wen, Zhen</style></author><author><style face="normal" font="default" size="100%">Lin, Ching-Yung</style></author></authors></contributors><titles><title><style face="normal" font="default" size="100%">The Way I Talk to You: Sentiment Expression in an Organizational Context</style></title><secondary-title><style face="normal" font="default" size="100%">ACM Conference on Human Factors in Computing Systems (CHI’12)</style></secondary-title></titles><keywords><keyword><style  face="normal" font="default" size="100%">CMC</style></keyword><keyword><style  face="normal" font="default" size="100%">collaborative help</style></keyword><keyword><style  face="normal" font="default" size="100%">online communities</style></keyword></keywords><dates><year><style  face="normal" font="default" size="100%">2012</style></year><pub-dates><date><style  face="normal" font="default" size="100%">04/2012</style></date></pub-dates></dates><urls><web-urls><url><style face="normal" font="default" size="100%">Complete</style></url></web-urls></urls><language><style face="normal" font="default" size="100%">eng</style></language><abstract><style face="normal" font="default" size="100%">&lt;p&gt;Sentiment is a rich and important dimension of social interaction. However, its presence in computer-mediated communication in corporate settings is not well understood. This paper provides a preliminary study of people’s expression of sentiment in email conversations in an organizational context. The study reveals that sentiment levels evolve over time during the process of newcomers’ socialization, that sentiment varies according to tie-strength with the recipient, and that sentiment patterns can be indicative of one’s position in the corporate social network as well as job performance. These findings shed light on the complex and dynamic nature of sentiment patterns, and would inspire further explorations and applications of sentiment analysis in organizations.&lt;/p&gt;
</style></abstract></record><record><source-app name="Biblio" version="7.x">Drupal-Biblio</source-app><ref-type>47</ref-type><contributors><authors><author><style face="normal" font="default" size="100%">Jiang Yang</style></author><author><style face="normal" font="default" size="100%">Morris, Meredith Ringel</style></author><author><style face="normal" font="default" size="100%">Jaime Teevan</style></author><author><style face="normal" font="default" size="100%">Lada A. Adamic</style></author><author><style face="normal" font="default" size="100%">Mark S. Ackerman</style></author></authors></contributors><titles><title><style face="normal" font="default" size="100%">Culture Matters: A Survey Study of Social Q&amp;A Behavior</style></title><secondary-title><style face="normal" font="default" size="100%">Proceedings of the International Conference on Weblogs and Social Media (ICWSM’11)</style></secondary-title></titles><keywords><keyword><style  face="normal" font="default" size="100%">collaborative help</style></keyword><keyword><style  face="normal" font="default" size="100%">collective help</style></keyword><keyword><style  face="normal" font="default" size="100%">intercultural</style></keyword><keyword><style  face="normal" font="default" size="100%">QA</style></keyword><keyword><style  face="normal" font="default" size="100%">social search</style></keyword></keywords><dates><year><style  face="normal" font="default" size="100%">2011</style></year><pub-dates><date><style  face="normal" font="default" size="100%">05/2010</style></date></pub-dates></dates><urls><web-urls><url><style face="normal" font="default" size="100%">Complete</style></url></web-urls></urls><language><style face="normal" font="default" size="100%">eng</style></language><abstract><style face="normal" font="default" size="100%">&lt;p&gt;Online social networking tools are used around the world by people to ask questions of their friends, because friends provide direct, reliable, contextualized, and interactive responses. However, although the tools used in different cultures for question asking are often very similar, the way they are used can be very different, reflecting unique inherent cultural characteristics. We present the results of a survey designed to elicit cultural differences in people’s social question asking behaviors across the United States, the United Kingdom, China, and India. The survey received responses from 933 people distributed across the four countries who held similar job roles and were employed by a single organization. Responses included information about the questions they ask via social networking tools, and their motivations for asking and answering questions online. The results reveal culture as a consistently significant factor in predicting people’s social question and answer behavior. The prominent cultural differences we observe might be traced to people’s inherent cultural characteristics (e.g., their cognitive patterns and social orientation), and should be comprehensively considered in designing social search systems.&lt;/p&gt;
</style></abstract></record><record><source-app name="Biblio" version="7.x">Drupal-Biblio</source-app><ref-type>47</ref-type><contributors><authors><author><style face="normal" font="default" size="100%">Huh, Jina</style></author><author><style face="normal" font="default" size="100%">Mark W. Newman</style></author><author><style face="normal" font="default" size="100%">Mark S. Ackerman</style></author></authors></contributors><titles><title><style face="normal" font="default" size="100%">Supporting Collaborative Help for Individualized Use</style></title><secondary-title><style face="normal" font="default" size="100%">Proceedings of the ACM Conference on Human Factors in Computing Systems (CHI’11)</style></secondary-title></titles><keywords><keyword><style  face="normal" font="default" size="100%">appropriation</style></keyword><keyword><style  face="normal" font="default" size="100%">collaborative help</style></keyword><keyword><style  face="normal" font="default" size="100%">configuration</style></keyword><keyword><style  face="normal" font="default" size="100%">customization</style></keyword><keyword><style  face="normal" font="default" size="100%">e-communities</style></keyword><keyword><style  face="normal" font="default" size="100%">individualized use</style></keyword><keyword><style  face="normal" font="default" size="100%">MythTV</style></keyword><keyword><style  face="normal" font="default" size="100%">pervasive systems</style></keyword><keyword><style  face="normal" font="default" size="100%">Q&amp;A</style></keyword><keyword><style  face="normal" font="default" size="100%">social Q&amp;A</style></keyword><keyword><style  face="normal" font="default" size="100%">tailorability</style></keyword></keywords><dates><year><style  face="normal" font="default" size="100%">2011</style></year><pub-dates><date><style  face="normal" font="default" size="100%">5/2011</style></date></pub-dates></dates><urls><web-urls><url><style face="normal" font="default" size="100%">Complete</style></url></web-urls></urls><language><style face="normal" font="default" size="100%">eng</style></language><abstract><style face="normal" font="default" size="100%">&lt;p&gt;In this paper, we seek to advance the research around utilizing collaborative help for supporting individualized use of technologies. We do this by shedding light on the ways that users of MythTV, a highly flexible open-source software system for home entertainment enthusiasts, collaboratively help one another in maintaining their individualized MythTV systems. Through an analysis of the MythTV user community’s mailing list archive, documentation, and wiki, along with user interviews, we discuss how the community utilizes configuration artifacts as proxies to easily mobilize and exchange knowledge. While exchanging concrete artifacts such as scripts and configuration files was seen to sometimes increase the efficiency of knowledge transfer, it also presented several challenges. Negotiating the transparency of configuration artifacts, navigating the customization and appropriation gulfs, and aligning usage trajectories all emerged as problematic areas. We discuss design implications that center around addressing these challenges. Our findings provide a a useful new perspective on how to support users in their individualized use of systems.&lt;/p&gt;
</style></abstract></record><record><source-app name="Biblio" version="7.x">Drupal-Biblio</source-app><ref-type>47</ref-type><contributors><authors><author><style face="normal" font="default" size="100%">Tao Dong</style></author><author><style face="normal" font="default" size="100%">Huh, Jina</style></author><author><style face="normal" font="default" size="100%">Mark W. Newman</style></author><author><style face="normal" font="default" size="100%">Mark S. Ackerman</style></author></authors></contributors><titles><title><style face="normal" font="default" size="100%">Supporting Re-Use in DIY Software Projects: A Gray-Box Approach</style></title><secondary-title><style face="normal" font="default" size="100%">Workshop on Hacking, Tinkering, Crafts &amp; Inventive Leisure Practices, ACM Conference on Computer-Supported Cooperative Work</style></secondary-title></titles><keywords><keyword><style  face="normal" font="default" size="100%">collaborative help</style></keyword><keyword><style  face="normal" font="default" size="100%">configuration</style></keyword><keyword><style  face="normal" font="default" size="100%">hacking communities</style></keyword><keyword><style  face="normal" font="default" size="100%">knowledge sharing</style></keyword><keyword><style  face="normal" font="default" size="100%">recommender systems</style></keyword><keyword><style  face="normal" font="default" size="100%">Software customization</style></keyword></keywords><dates><year><style  face="normal" font="default" size="100%">2011</style></year><pub-dates><date><style  face="normal" font="default" size="100%">11/2011</style></date></pub-dates></dates><urls><web-urls><url><style face="normal" font="default" size="100%">Complete</style></url></web-urls></urls><language><style face="normal" font="default" size="100%">eng</style></language><abstract><style face="normal" font="default" size="100%">&lt;p&gt;DIYers who work with software often attempt to reuse others’ work wherever they can as they seek to assemble, modify, and extend their systems. In this paper, we briefly discuss the challenges faced by software DIYers in the process of reusing others’ software configurations through our study of the MythTV community. We also discuss the benefits of enabling users to engage with others’ configurations as “gray-boxes,” allowing them to pay attention to just the parts that must be opened up and modified and ignore the rest. We propose a new technical facility called Tailor Wear to give users guidance and hints about where and how to modify configuration artifacts by visually presenting the tailoring traces left by similar or selected peers.&lt;/p&gt;
</style></abstract></record><record><source-app name="Biblio" version="7.x">Drupal-Biblio</source-app><ref-type>17</ref-type><contributors><authors><author><style face="normal" font="default" size="100%">Ackerman, Mark S</style></author><author><style face="normal" font="default" size="100%">Mcdonald, David W</style></author></authors></contributors><titles><title><style face="normal" font="default" size="100%">Collaborative support for informal information in collective memory systems</style></title><secondary-title><style face="normal" font="default" size="100%">Information Systems Frontiers</style></secondary-title></titles><keywords><keyword><style  face="normal" font="default" size="100%">CMC</style></keyword><keyword><style  face="normal" font="default" size="100%">collaborative help</style></keyword><keyword><style  face="normal" font="default" size="100%">community memory</style></keyword><keyword><style  face="normal" font="default" size="100%">computer-mediated communications</style></keyword><keyword><style  face="normal" font="default" size="100%">corporate memory</style></keyword><keyword><style  face="normal" font="default" size="100%">cscw</style></keyword><keyword><style  face="normal" font="default" size="100%">expertise sharing</style></keyword><keyword><style  face="normal" font="default" size="100%">group memory</style></keyword><keyword><style  face="normal" font="default" size="100%">help</style></keyword><keyword><style  face="normal" font="default" size="100%">incremental formalization</style></keyword><keyword><style  face="normal" font="default" size="100%">informal information</style></keyword><keyword><style  face="normal" font="default" size="100%">information access</style></keyword><keyword><style  face="normal" font="default" size="100%">information refining</style></keyword><keyword><style  face="normal" font="default" size="100%">information retrieval</style></keyword><keyword><style  face="normal" font="default" size="100%">information systems</style></keyword><keyword><style  face="normal" font="default" size="100%">knowledge shairng</style></keyword><keyword><style  face="normal" font="default" size="100%">organizational memory</style></keyword><keyword><style  face="normal" font="default" size="100%">system</style></keyword></keywords><dates><year><style  face="normal" font="default" size="100%">2000</style></year></dates><urls><web-urls><url><style face="normal" font="default" size="100%">Complete</style></url></web-urls></urls><volume><style face="normal" font="default" size="100%">2</style></volume><pages><style face="normal" font="default" size="100%">333–347</style></pages><language><style face="normal" font="default" size="100%">eng</style></language><abstract><style face="normal" font="default" size="100%">&lt;p&gt;Informal information, such as the expertise of an organization or the workarounds practiced by a community, is a critical part of organizational or collective memory systems. From a user-centered perspective, a user merely wishes to get his work done, and to do this, he must solve his immediate problems. We have examined how to incorporate this problem solving into a collective memory, as well as how to incorporate the learning that accrues to it or from it. We report here on two systems, the Cafe ConstructionKit and the Collaborative Refinery, as well as an application, Answer Garden 2, built using these two systems. The Cafe ConstructionKit provides toolkit mechanisms for incorporating communication flows among people (as well as agents) into an organizational memory framework, and the Collaborative Refinery system provides mechanisms for distilling and refining the informal information obtained through these communication flows. The Answer Garden 2 application demonstrates the utility of these two underlying systems.&lt;/p&gt;</style></abstract></record><record><source-app name="Biblio" version="7.x">Drupal-Biblio</source-app><ref-type>47</ref-type><contributors><authors><author><style face="normal" font="default" size="100%">Mark S. Ackerman</style></author><author><style face="normal" font="default" size="100%">McDonald, David W.</style></author></authors></contributors><titles><title><style face="normal" font="default" size="100%">Answer Garden 2: Merging Organizational Memory with Collaborative Help</style></title><secondary-title><style face="normal" font="default" size="100%">Proceedings of the 1996 ACM Conference on Computer Supported Cooperative Work (CSCW&#039;96)</style></secondary-title></titles><keywords><keyword><style  face="normal" font="default" size="100%">CMC</style></keyword><keyword><style  face="normal" font="default" size="100%">collaborative help</style></keyword><keyword><style  face="normal" font="default" size="100%">community memory</style></keyword><keyword><style  face="normal" font="default" size="100%">computer-mediated communications</style></keyword><keyword><style  face="normal" font="default" size="100%">corporate memory</style></keyword><keyword><style  face="normal" font="default" size="100%">expertise sharing</style></keyword><keyword><style  face="normal" font="default" size="100%">group memory</style></keyword><keyword><style  face="normal" font="default" size="100%">help</style></keyword><keyword><style  face="normal" font="default" size="100%">information access</style></keyword><keyword><style  face="normal" font="default" size="100%">information refining</style></keyword><keyword><style  face="normal" font="default" size="100%">information retrieval</style></keyword><keyword><style  face="normal" font="default" size="100%">information systems</style></keyword><keyword><style  face="normal" font="default" size="100%">knowledge sharing</style></keyword><keyword><style  face="normal" font="default" size="100%">organizational memory</style></keyword></keywords><dates><year><style  face="normal" font="default" size="100%">1996</style></year><pub-dates><date><style  face="normal" font="default" size="100%">11/1996</style></date></pub-dates></dates><urls><web-urls><url><style face="normal" font="default" size="100%">Complete</style></url></web-urls></urls><pages><style face="normal" font="default" size="100%">97–105</style></pages><language><style face="normal" font="default" size="100%">eng</style></language><abstract><style face="normal" font="default" size="100%">&lt;p&gt;This research examines a collaborative solution to a common problem, that of providing help to distributed users. The Answer Garden 2 system provides a secondgeneration architecture for organizational and community memory applications. After describing the need for Answer Garden 2’s functionality, we describe the architecture of the system and two underlying systems, the Cafe ConstructionKit and Collaborative Refinery. We also present detailed descriptions of the collaborative help and collaborative refining facilities in the Answer Garden 2 system&lt;/p&gt;</style></abstract></record><record><source-app name="Biblio" version="7.x">Drupal-Biblio</source-app><ref-type>47</ref-type><contributors><authors><author><style face="normal" font="default" size="100%">Mark S. Ackerman</style></author><author><style face="normal" font="default" size="100%">Palen, Leysia</style></author></authors></contributors><titles><title><style face="normal" font="default" size="100%">The Zephyr Help Instance: Promoting Ongoing Activity in a CSCW System</style></title><secondary-title><style face="normal" font="default" size="100%">Proceedings of the SIGCHI Conference on Human Factors in Computing Systems (CHI&quot;96)</style></secondary-title></titles><keywords><keyword><style  face="normal" font="default" size="100%">CMC</style></keyword><keyword><style  face="normal" font="default" size="100%">collaborative help</style></keyword><keyword><style  face="normal" font="default" size="100%">collective help</style></keyword><keyword><style  face="normal" font="default" size="100%">computer-mediated communications</style></keyword><keyword><style  face="normal" font="default" size="100%">e-communities</style></keyword><keyword><style  face="normal" font="default" size="100%">electronic social spaces</style></keyword><keyword><style  face="normal" font="default" size="100%">expertise sharing</style></keyword><keyword><style  face="normal" font="default" size="100%">help</style></keyword><keyword><style  face="normal" font="default" size="100%">knowledge sharing</style></keyword><keyword><style  face="normal" font="default" size="100%">media spaces</style></keyword><keyword><style  face="normal" font="default" size="100%">norms</style></keyword><keyword><style  face="normal" font="default" size="100%">organizational interfaces</style></keyword><keyword><style  face="normal" font="default" size="100%">social maintenance</style></keyword></keywords><dates><year><style  face="normal" font="default" size="100%">1996</style></year></dates><urls><web-urls><url><style face="normal" font="default" size="100%">Complete</style></url></web-urls></urls><pages><style face="normal" font="default" size="100%">268–275</style></pages><language><style face="normal" font="default" size="100%">eng</style></language><abstract><style face="normal" font="default" size="100%">&lt;p&gt;If Computer-Supported Cooperative Work (CSCW) systems are to be successful over time, it will be necessary to promote ongoing and continuing activity, not just initial adoption. In this paper, we consider what technical and social affordances are required to encourage the continued use of a CSCW system. To explore these issues, we examine a chat-like system, the Zephyr Help Instance, which is used extensively at MIT. The Help Instance facilitates users asking questions of one another, and is an example of a distributed help and problem-solving system. We provide an overview of the system’s use as well as those mechanisms, both technical and social, that facilitate continuing its use over time.&lt;/p&gt;</style></abstract></record><record><source-app name="Biblio" version="7.x">Drupal-Biblio</source-app><ref-type>47</ref-type><contributors><authors><author><style face="normal" font="default" size="100%">Mark S. Ackerman</style></author></authors></contributors><titles><title><style face="normal" font="default" size="100%">Augmenting the Organizational Memory: A Field Study of Answer Garden</style></title><secondary-title><style face="normal" font="default" size="100%">Proceedings of the 1994 ACM Conference on Computer Supported Cooperative Work (CSCW&#039;94)</style></secondary-title></titles><keywords><keyword><style  face="normal" font="default" size="100%">collaborative help</style></keyword><keyword><style  face="normal" font="default" size="100%">collective help</style></keyword><keyword><style  face="normal" font="default" size="100%">corporate memory</style></keyword><keyword><style  face="normal" font="default" size="100%">expertise sharing</style></keyword><keyword><style  face="normal" font="default" size="100%">group memory</style></keyword><keyword><style  face="normal" font="default" size="100%">information access</style></keyword><keyword><style  face="normal" font="default" size="100%">information retrieval</style></keyword><keyword><style  face="normal" font="default" size="100%">information systems</style></keyword><keyword><style  face="normal" font="default" size="100%">knowledge sharing</style></keyword><keyword><style  face="normal" font="default" size="100%">organizational memory</style></keyword></keywords><dates><year><style  face="normal" font="default" size="100%">1994</style></year><pub-dates><date><style  face="normal" font="default" size="100%">11/1994</style></date></pub-dates></dates><urls><web-urls><url><style face="normal" font="default" size="100%">Complete</style></url></web-urls></urls><pages><style face="normal" font="default" size="100%">243–252</style></pages><language><style face="normal" font="default" size="100%">eng</style></language><abstract><style face="normal" font="default" size="100%">&lt;p&gt;A growing concern for organizations and groups has been to augment their knowledge and expertise. One such augmentation is to provide an organizational memory, some record of the organization&#039;s knowledge. However, relatively little is known about how computer systems might enhance organizational, group, or community memory. This paper presents findings from a field study of one such organizational memory system, the Answer Garden. The paper discusses the usage data and qualitative evaluations from the field study, and then draws a set of lessons for next-generation organizational memory systems.&lt;/p&gt;</style></abstract></record></records></xml>