Robots in organizations: The role of workflow, social, and environmental factors in human-robot interaction
Robots in organizations: The role of workflow, social, and environmental factors in human-robot interaction
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组织中的机器人：工作流程、社会和环境因素在人机交互中的作用
DOI：
10.1145/1349822.1349860
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发表时间：
2008
期刊：
影响因子：
--
通讯作者：
J. Forlizzi
中科院分区：
文献类型：
--
作者：
Bilge Mutlu;J. Forlizzi
机器人越来越多地融入工作场所，对组织结构和流程产生影响，并影响这些组织所创造的产品和服务。虽然机器人有望为组织带来显著的益处，但它们的引入带来了各种各样的设计挑战。在本文中，我们利用在一家使用自动配送机器人的医院收集的人种学数据，来研究组织因素如何影响其成员对机器人的反应方式以及使用机器人所带来的变化。我们的分析揭示了医疗科室和产后科室在人们如何将机器人融入其工作流程以及他们对机器人的看法和与之互动方面存在巨大差异。这些科室中不同的患者情况导致了工作流程、目标、社会动态以及物理环境使用方面的差异。在医疗科室，对干扰的容忍度低、使用机器人的感知成本和收益之间的差异，以及由于机器人路径上交通繁忙和杂乱导致的故障，使得机器人对工作流程产生负面影响，并引发员工的抵制。相反，产后科室将机器人融入了其工作流程和社会环境。基于我们的研究结果，我们为组织机器人的开发提供了设计指南。
Robots are becoming increasingly integrated into the workplace, impacting organizational structures and processes, and affecting products and services created by these organizations. While robots promise significant benefits to organizations, their introduction poses a variety of design challenges. In this paper, we use ethnographic data collected at a hospital using an autonomous delivery robot to examine how organizational factors affect the way its members respond to robots and the changes engendered by their use. Our analysis uncovered dramatic differences between the medical and post-partum units in how people integrated the robot into their workflow and their perceptions of and interactions with it. Different patient profiles in these units led to differences in workflow, goals, social dynamics, and the use of the physical environment. In medical units, low tolerance for interruptions, a discrepancy between the perceived cost and benefits of using the robot, and breakdowns due to high traffic and clutter in the robot's path caused the robot to have a negative impact on the workflow and staff resistance. On the contrary, post-partum units integrated the robot into their workflow and social context. Based on our findings, we provide design guidelines for the development of robots for organizations.