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Online friction: studying micro-level sociotechnical conflicts to elicit user experiences
Stockholm University, Faculty of Humanities, Department of Journalism, Media and Communication (JMK).
2011 (English)In: Knowledge Development and Social Change through Technology: Emerging Studies / [ed] Elaine Coakes, IGI Global, 2011, 123-135 p.Chapter in book (Refereed)
Abstract [en]

This chapter presents conflicts as a central unit of analysis in investigations of online social mediasharing. Social media sharing services generate interesting sociotechnical problems as they often makesocial structures explicit, resulting in observable user experience conflicts. As such, they also presenta genre of services where theories of social structure become highlighted and, at times, challenged.Three examples of conflicts, from three different types of networks, are presented. The conflicts wereelicited through online, ethnography-inspired, methods. It is argued that the conceptual conflicts helpresearchers and designers to postulate, find and examine concerns and intentions of users who try toresolve the conflict or move from one end of the conflict to the other. Thechapter also demonstrates threeviable ways to communicate analytical conflict insights, intended to inform interaction design, namelyuse qualities, analytical dimensions and design patterns.

Place, publisher, year, edition, pages
IGI Global, 2011. 123-135 p.
Keyword [en]
internet forums, user experience, conflicts, design patterns
National Category
Media Studies
Research subject
Communication Studies
URN: urn:nbn:se:su:diva-65621OAI: diva2:464227
Available from: 2011-12-12 Created: 2011-12-12 Last updated: 2012-12-17Bibliographically approved

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