A Case Study in the Development of Collaborative Customer Care: Concept and Solution.
Catherine G. Wolf, Alison Lee, Maroun Touma, S. Daijavad · 1999
We describe the concept of Web-based collaborative customer care and our experience designing a proof of concept solution for a real-world customer. The paper describes the requirements for collaborative customer care and the features of the implemented system. They differ from the requirements for workgroup collaboration due to differences in users, tasks and goals, and context of use. We also discuss the design process with a focus on how particular design activities revealed key requirements for integrating collaborative customer care into the business' organizational and information systems infrastructures. We found the use of concrete methods and artifacts to be effective techniques for discovering design requirements for this new technology. KEYWORDS collaboration, customer care, QOC, system design, scenarios, Web. 1. INTRODUCTION Synchronous collaboration tools have typically been designed to support workgroups. For example, consider shared writing tools (Ellis 1991, Olson 19...