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| 2. |
- Helgeson, Bo, et al.
(författare)
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SOS-operatörers arbete : Sekvenser i ärendehantering
- 2000
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Annan publikation (övrigt vetenskapligt/konstnärligt)abstract
- Work practice, Samarbete, ärendehantering, etnografi, nödsamtal, SOS-centraler, Redovisning av uppdrag i SOS Alarm AB:s Nova 2005 Teknik projekt (541 00 010)
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| 5. |
- Lundberg, Jenny, et al.
(författare)
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An Approach towards using Agent in Multi-Agent Systems to streamline emergency services
- 2008
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Ingår i: Proceedings of 5th International Conference on Information Technology and Applications. - Cairns, Austrailia. - 9780980326727
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Konferensbidrag (refereegranskat)abstract
- In emergency services, the evaluation of a situation is performed, manually, which includes synchronizing the services for each situation. However, the work requires divergent and decisive decisions resolved from several points of views, which would benefit from automating parts of the work. Using computer systems in life-critical domains can nvolve careful consideration of the work practice and of the situation components. In this paper, we propose using agents, intelligent agents and meta-agents, to streamline emergency services. The intelligent agents respond to both static and dynamic input in a flexible and structured way and perform required actions. From these actions, the meta-agents are created in which the divisions of dynamic and static information have an impact on the structure of the calculations but also on the outcome produced by the meta-agents. As an example application, we provide a scenario of agents and meta-agents in multi-agent systems, where the meta-agents hold systemic properties. The scenario has a strong grounding in the emergency service domain, in which we highlight coordination issues related to the multi-agents and the meta-agents.
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| 6. |
- Lundberg, Jenny, et al.
(författare)
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Challenges and opportunities of sensor based user empowerment
- 2011
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Konferensbidrag (refereegranskat)abstract
- Sensor and sensor networks technology are becoming an increasingly important part of information management infrastructures. Challenges related to collection, processing, analysis and user-centric presentation depending of context are of particular interest. Furthermore, design and implementation of proper respond actions to sensor based information is gaining interest in many applications. In this paper we focus on robust application of sensor based systems. With robust we mean in this context supporting user empowerment and allowing adaptations. Two case studies of critical operations for individuals with cognitive impairments are presented. A comprehensive methodology supporting empowerment of users is outlined. The methodology includes ethnography-based analysis of workflows to identify user dependant barriers as a basis for design and implementation of mechanisms supporting empowerment. Identified challenges and opportunities of sensor based user empowerment is a contribution. Requirements engineering, from a user empowerments perspective including user specific barriers and sensor based information mechanisms, as a part of the systems developments process is another important contribution. User-centric training, as an important validation of implemented solutions in given context, is part of lessons learned. Sections on challenges and opportunities as well as of future work conclude the paper.
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| 7. |
- Lundberg, Jenny
(författare)
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Engineering principles for open socio-technical systems
- 2011
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Doktorsavhandling (övrigt vetenskapligt/konstnärligt)abstract
- Engineering Information and Communication Technology (ICT) for robust information sharing is the fundamental area of investigation in thesis. Robust workflow based information sharing systems have the potential to be part of robust information infrastructures providing positive effects for the individuals and teams as well as opportunities for societal and economical gains. Challenges in design and implementation of open socio-technical systems include identifying engineering principles empowering individual and team using the systems as well as supporting flexibility in design and maintenance. Of specific importance are principles supporting semantically correct information sharing. Information sharing in open socio-technical systems is given affordances due to coordination and exchange of services. Approaches ensuring robust semantically correct information sharing and user empowerments are key requirements especially since changes in context, roles and intentions are the rule and not the exception in socio-technical systems. Empirical observations of behaviours have been important for identifying critical patterns in workflow. A configuration of models and methods under the umbrella Participatory Design has been used including Ethnography and approaches based on Situation Theory, Knowledge Engineering, Interaction Design and Computer Supported Cooperative Work. The results of the configurations of methodologies are context sensitive since the methodologies are domain dependant. Three cases illustrating engineering support for empowerment of individuals and teams in open sociotechnical systems are presented. Two cases are based on studies performed in Sölvesborg and concerns engineering principles towards empowering individuals with cognitive impairments via ambient assistance. In the third case the focus is on hand-over situations and ontologies/abbreviations assuring semantically correct information sharing in distributed handling of critical emergency calls in Swedish Emergency Service Centres (SOS centres). The main contributions in this thesis, methodological contributions included, are engineering principles for open socio-technical systems from an empowerments perspective. The principles support understanding of workflows, information flows, interaction models, data models, semantics of information, trust, resilience, validation and training as well as assurance mechanisms in hand-over of critical operations. Identification and validation of key service qualities including mechanisms for improving performance critical tasks of semantics in information sharing are contributions. Service, Agent based and sensor approaches presented are final contributions.
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| 8. |
- Lundberg, Jenny
(författare)
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Principles of workflow support in life critical situations
- 2007
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Licentiatavhandling (övrigt vetenskapligt/konstnärligt)abstract
- The prime objective is to investigate how technology and work organization can support the workflow in handling time critical emergency calls, having the prerequisites of giving the highest priority to saving human lives and minimizing the effects of emergency situations. The challenge is to maintain and improve the quality of service (QoS) during and after a proposed technology driven organizational change. This thesis is based on empirical work including extensive ethnographical studies of emergency call handling at Swedish Emergency Service Centres, SOS centres. Today the SOS centres are basically organized as independent centres. The proposed technology enabled organization concerns the contingency of handling emergency calls nationwide, in SOS clusters. One of the desired outcomes of this reorganization is that peaks and falls in the handling of emergency calls will be levelled out. It is assumed that any operator will be able to handle the call independent of the location of the emergency situation, opening up for a more efficient handling of incoming calls. In principle, introducing new information technologies enables this reorganization of SOS centres. However, the basic claim of our investigation is that a transition to the new organization has to take into account systemic requirements, to support a non-disruptive change. The first of the three main results concerns essential aspects of technology based organizational changes. From the empirical work, we have concluded that the tasks constituting the workflows at SOS centers are conducted in parallel, and that the coordination of the tasks can be modeled using a risk-driven blackboard-based spiral model. We have also concluded that there is a rich face-to-face communication and body language situation within the centers supporting coordination of workflows. This coordination is context-dependent thus the means of creating awareness of the overall situation in the centre support the acquisition of important extra information in the specific case. The second result concerns methods and models to increase the quality of the requirement specification process. The principal approach is to specify assessments and systemic requirements. Furthermore, issues such as how to validate empirically based workflow models, as well as how to measure groupware usability and how to support the information sensitive change are considered. Suggestions concerning methods and models that could provide means to that end are presented. The third result concerns identification of relevant research and development challenges coupled with new insights about combining ethnographical approaches with system modeling. Identification and suggestion of suitable experimental platform design, enabling testing of service qualities, including a suggested role for agent technologies are presented.
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