• Create BookmarkCreate Bookmark
  • Create Note or TagCreate Note or Tag
  • PrintPrint
Share this Page URL
Help

Chapter 3. Knowing Your Customers: Princ... > Understand Your Customers' Social Is...

Understand Your Customers' Social Issues

Framing how people, tasks, and technology fit within a broader social and organizational context means considering how these social issues broaden the scope of design, putting things into the context of the big picture. Suppose you're designing a Web-based group calendaring system. You will need to know who has an online calendar. You will also ask how groups decide to have meetings. Does a manager decide, or is it a consensus process? These are all organizational questions that will help you design the interface to best meet the needs of your customer.

The importance of looking at organizational issues is illustrated quite nicely by Leysia Palen's 1999 study of online group calendars at two large technology companies. Palen found that it is wise to pay attention to the culture of the company when setting the defaults for enterprise-wide software. For example, should a shared calendar show only that a person is busy, or should it show exactly what the person wrote down for that time slot? This question must take into account personal privacy, company security, and control over the group's personal time. The research found that the preferences for these defaults were vastly different in the two organizations.


PREVIEW

                                                                          

Not a subscriber?

Start A Free Trial


  
  • Creative Edge
  • Create BookmarkCreate Bookmark
  • Create Note or TagCreate Note or Tag
  • PrintPrint