My AI versus The Company AI: How Knowledge Workers Conceptualize Forms of AI Assistance in the Workplace
NANNA SANDBERG Stripe Partners TOM HOY Stripe Partners MARTIN ORTLIEB Google DOWNLOAD PDF GSuite is changing the nature of Knowledge Work across 5 million businesses through AI-powered assistance. To ensure that this evolution reflects the aspirations and priorities of workers, Google and Stripe Partners conducted a multi-national ethnography of Knowledge Workers covering a range of industries. We identified that workers distinguish between ‘Core’ and ‘Peripheral’ work: the work they are paid to do and identify with, and the work that does not contribute to their success or happiness. Workers want assistance to enhance Core work and remove Peripheral work, nuanced across a spectrum of support. This framework and taxonomy has been adopted by teams at Google to inform strategic decisions on how AI is integrated by GSuite. New features are being implemented within Gmail, Slides, Docs and Sheets that bring these principles to life in the user experience. INTRODUCTION AI and automation are often spoken of as...
Online Place and Person-Making: Matters of the Heart and Self-Expression
RACHEL JONES and MARTIN ORTLIEB In recent years, there has been a substantial take up in social software, but other than translating the vocabulary and arranging suitable payment facilities, little or no account is taken of cultural sense-making in the global deployment of these systems. We report on two studies of social software, an online dating site and a social network blog. We show that people need ‘places’ because it is only there persons can meaningfully be (re)presented. Further, ‘cultural’ perspectives greatly influence and shape the metaphors and models of communication. In our recommendations, we suggest that multinational participants’ metaphors about ‘place’ should be used as tools-to-think-with rather than be implemented literally, and thereby used to enrich a feature set for global services such as online dating and blogging tools....
Unclear Social Etiquette Online: How Users Experiment (and Struggle) with Interacting across Many Channels and Devices in an Ever-Evolving and Fast-Changing Landscape Of Communication Tools
MARTIN ORTLIEB People care and worry about how online and online/offline interactions should practically happen. They experiment with different tools and different visions of themselves in different situations, be they online or offline or across both. However, they feel there is no established etiquette about how purely online relationships should be conducted, but also how to transform relationships that began ‘online only’ into their social environments that reach beyond the Web. In this paper, I illustrate how user expectations of the desired practical experience conflict with the predominant model, “concentric circles of social distance,” that underlies most tools/services. Through six strategies of user workarounds I show glimpses of models that users do employ as they struggle to find stable ground for moral and ethical behavior as they experiment with interactions online....