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Why HP People Do and Don't Use Videoconferencing Systems
Hirsh, Sandra; Sellen, Abigail; Brokopp, Nancy
HPL-2004-140R1
Keyword(s): videoconferencing; collaboration; user behavior
Abstract: In this report we discuss the findings of a Web-based questionnaire aimed at d
iscovering both patterns of use of videoconferencing systems within HP
and the reasons people give for either not using, or for using such systems. The primary mot
ivation was to understand these issues for the purpose of designing new kinds of
technology to support remote work rather than as an
investigation into HP's internal processes. The
questionnaire, filled out via the Web by 4532 people
across HP, showed that most participants (68%) had not
had taken part in a videoconference within the last 3
years, and only 3% of the sample were frequent users.
Of those who had used videoconference systems, the
main benefits were perceived to be the ability to: see
people they had never met before, see facial
experiences and gestures, and follow conversations
with multiple participants more easily. The main
problems that users of videoconference technology
perceived were: the high overhead of setting up and
planning videoconferencing meetings, a lack of a
widespread base of users, the perception that
videoconference technology did not add value over
existing communication tools, and quality and
reliability issues. Non-users indicated that the main
barriers were lack of access to videoconference
facilities and tools and a perception that they did
not need to use this tool because other tools were
satisfactory. The findings from this study in a real
work setting are related to findings in the research
literature, and implications for system design and
research are identified.
37 Pages
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