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8/6/2019 6620-Week XII-The Myth of the Paperless Office
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Records and Community
11/18/2010
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Was a Cognitive Psychologist at Hewlett-Packard Laboratoriesin Bristol, UK before 2004.
Principal Researcher at Microsoft Research Cambridge in theUK and co-manager of Socio-Digital Systems, an
interdisciplinary group with a focus on the human perspective incomputing.
Has a Doctorate in Cognitive Science from the University ofCalifornia, San Diego.
She also has an M.A.Sc. in Industrial Engineering from theUniversity of Toronto.
Her only other book is Video-Mediated Communication.
She holds 23 patents and was recently elected a Fellow of theBritish Computer Society.
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Principal Researcher in Socio-Digital Systems at Microsoft
Research.
Just recently published his 10th book, Texture:Human Expression
in the Age of Communication Overload.
Explored/researched user-focused technical innovation in
academic, corporate, and small company settings.
Completed his PhD at Manchester in 1989.
His work is not only theoretical or sociological, but also includesthe design of real and functioning systems, for work and for
home settings, for mobile devices and for social networking
sites. Numerous patents have derived from his work.
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The paperless office was a publicist's slogan, meant to describe the office ofthe future. An early prediction of the paperless office was made in aBusiness Week article in 1975.
The basic idea was that office automation would make paper redundant forroutine tasks such as record-keeping and bookkeeping. The idea came toprominence with the introduction of the personal computer. While theprediction of a PC on every desk was remarkably prophetic, the 'paperlessoffice' was not. Improvements in printers and photocopiers have made itmuch easier to reproduce documents in bulk, with worldwide use of officepaper more than doubling from 1980 to 2000. This has been attributed tothe increased ease of document productionrather than needing to type adocument up, one may easily print out multiple copies, email it to someone
who then prints out a copy, print out a web page, and so forth. However, since about 2000, global use of office paper has leveled off and
is now decreasing, which has been attributed to a generation shift, youngerpeople being less inclined to print out documents, and more inclined to readthem on a screen. Modern screens make reading less exhausting for the eyes,a laptop can be used on a coach or in bed.
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http://www.youtube.com/watch?v=4pyjRj3UMR
M&feature=related
Three Main Types According to the Book:
Symbolic
Cost
Interactional
http://www.youtube.com/watch?v=4pyjRj3UMRM&feature=relatedhttp://www.youtube.com/watch?v=4pyjRj3UMRM&feature=relatedhttp://www.youtube.com/watch?v=4pyjRj3UMRM&feature=relatedhttp://www.youtube.com/watch?v=4pyjRj3UMRM&feature=relatedhttp://www.youtube.com/watch?v=4pyjRj3UMRM&feature=related8/6/2019 6620-Week XII-The Myth of the Paperless Office
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Old-Fashioned
83 % of all business documentsforms
In the U.S., over 1 billion dollars a year spent on printing and
designing forms An additional 23 to 35 billion on filing, storing and retrieving
A simple examplethe cost of a stamp as compared to
A far more complex exampleUniversities keeping papercopies of past students transcripts
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Paper must be used locally
Occupies physical space/requires space then for use andstorage
Requires physical delivery
A single paper document can only be used by one person at atime
Cannot be easily revised, reformatted or incorporated intoother documents
Cannot be easily replicated without the help of copiers orscanners
Can only display static charactersnot any sort of audio or
video content
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Dan Tech Not paperless BUT to restrict the amount of paper stored
Completely remodeled office space to meet this need/goal (the goal wasnever about paper really but on changing the overall work process)
More going away from the traditional office model (even traditionaltelephones were used less and less)
More project based system overall as well
UKCom Paperless office was considered a motivator (the primary goal)
Bids & Sales department targeted first because of its importance (hub)
Fewer technical problems than expected BUT more resistance from staff
Account managers had personal info of their clients that they felt could notshare on a database
Paper was not the problem BUT the very nature of the work practices
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What is knowledge work?
How is it different than what our fathers and grandfathers did
in the past?
How does paper support knowledge work? Supports authoring
Knowledge workers use paper for review (esp colleagues work)
Paper is used for brainstorming and planning
It supports collaboration (such as a report being passed around in a
conference room)
Helps grease the wheel of organized communication (hand deliver to
your boss when you want to make a point/sell your ideas)
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Technology-Rich (Most Up-To-Date Equipment for
Staff)
Spending 18,000 a year per employee on technology
Studied 25 Employees over 5 Consecutive WorkingDays
97 Percent of Time involved Documents of some kind
86 Involved Paper
89 Percent for Administrators
81 for Knowledge Workers
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15 People of Variety of Professions (p. 80):
Mobility (Variety of Locations)
Location (Variety of Settings)
Collaboration (Variety of Interactions)
82 Percent of Activities Involved Documents
Reading Occurred in over 70 Percent of these Activities
Paper is still the medium of choice for reading (even when
technology is close at hand)
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Reading to Identify
Skimming
Reading to Remind
Reading to Search for Answers to Questions Reading to Self-Inform
Reading to Learn
Reading for Cross-Referencing
Reading to Edit or Critically Review
Reading to Support Listening
Reading to Support Discussion
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Kindle (now on third generation) - Amazon
Nook (color model coming out for holidays)Barnes & Noble
Kobo eReader - Borders
Apple iPad Microsoft
Formats???
Advantages/Disadvantages???
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Air Traffic Control
Flight Progress Strip
Flexibility in Spatial Layout
Ease of Manipulation Easy, Direct Marking
Information at a Glance
Rendering Actions Visible to Others
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How is paper used in police work from a collaboration
point-of-view?
Why did the project to issue laptops to police officers
fail? Why is a different situation in the chocolate factory?
What are the difference between hot, warm and cold
documents?
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Using Paper as an Analytic Resource for Design (specifically ofnew technologies) Reading Technologies
Document Management Systems
Advantages/Problems with LCD Screens
Four Key Items for Reading that Need to be Considered: Quick & Flexible Navigation
The Ability to Mark Up a Document
Reading Across More than One Document at a Time
Interweaving Reading & Writing
Not mentioned specifically BUT always in the background -COST
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PDF, DOC, TXT, etc.
eBooks (various file formats)
Desktop, laptops, tablets, eReaders, smart phones, iPods
What are the advantages/disadvantages? Storage Issues:
Floppy Disk (whats that?)
Hard Drive
Tape Flash Drive
Cloud Storage
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Some places disappear??? Some places become more
important???
Three Reasons People Still Stick with Paper:
The co-evolution of paper and work practices
The need for better design of digital alternatives
The affordances of paper (still the best choice for some tasks)
The idea that there is always benefits to going paperless is a
myth
What is an Office??? How does how a business or organization
define this determine the importance of paper?
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Look at the Big Picture
Focus on the REAL underlying problems like Dan Tech
Be willing to REVISE VISIONS & REASSESS SOLUTIONS
Always Manage EXPECTATIONS!!! Remember Paper has its advantages
Light and Physically Flexible
Is Mark able
Is Tangible and Physical Is Direct and Local
It is staticit does not change over time
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The authors write that the future offices will not use less paperbut will keep less paper. Why? How will this be accomplished?Will the filing cabinet be permanently replaced by the harddrive? What about the price of change? Why use paper if
we will not keep it? The authors spend a great deal of time talking about ebooks,
laptops, various tablet technologies and possibly the end ofbooks (the bookless library for example). Sellen and Harperalso discuss the comfort level we traditionally have from
reading from paper. Who will win out? Can technology reachthe same comfort level as paper? If you had a crystal ball,could you look 20 years in the future and see no more booksbut everyone getting all their information from a computerscreen or ereader?