End user dialogue context management of office automation systems

Office work is situated social action, a notion that includes both the social actions of computer systems in their interactions with office workers and other computer systems. This notion can be operationalized by dialogue context, which can then be used as a design parameter in office information systems. Observational data were collected by video recording a secretary's activities over an 8 hour duration. The data were analysed and discussed with the secretary to identify her action units. These action units were then related using an action graph. An interpretation of the action graph and observational data suggest certain features that a dialogue context management mechanism should have. They are: (1) a good match between applications and activities, (2) automated tools to support routine activities, and (3) informative and manageable metaphor to model the real world.