Invisible emotion: information and interaction in an emergency room

Emotions are an often overlooked aspect of work since they are not included in formal work models. However, they continue provide critical information as well as be part of a rich social context for action. The following study focuses on the expression of emotions within the context of a particular work environment – an emergency room – and highlights how it is used, why it is invisible in the work, and how it continues to persist through workarounds. These workarounds provide indications towards the design of sociotechnical systems to continue to support the expression of invisible emotions. Author Keywords Emotion expressions, documentation, ER, healthcare, articulation work ACM Classification Keywords H5.m. Information interfaces and presentation (e.g., HCI): Miscellaneous. General Terms Human Factors, Design.

• Type: Conference
• Year: 2010
• Where: CSCW
• Authors: Helena M. Mentis, Madhu Reddy, Mary Beth Rosson
• Keywords: Articulation Work Acm, CSCW 2010, Invisible Emotions, Social Sciences, Workarounds Provide Indications