Helena M. Mentis
Madhu Reddy
ABSTRACT
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 high-lights 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 so-ciotechnical systems to continue to support the expression of invisible emotions.
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Index Terms
- Invisible emotion: information and interaction in an emergency room
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