Remote Cooperation:
CSCW Issues for Mobile and Tele-Workers
Alan Dix and Russell Beale (eds.)

Technical systems are so powerful that there is a temptation to try to provide 'perfect' support for any co-operative work practice. Some CSCW problems result from designs motivated by optimising technical criteria. A very high bandwidth network, for instance, can support a wide variety of work patterns; the consequent focus of solving the salient technical problems (and perhaps a bit of technology hubris) gives the impression that CSCW is primarily a social concern.

We suggest a class of CSCW system property, observational properties, which are required by users. This motivates a description of an appropriate technology to support such properties. Observational properties tend to be easier to support, so that systems may be more robust or able to handle degradation more gracefully. When an observer cannot distinguish a CSCW system from a perfect system, we say the system is practically perfect. Practically perfect CSCW can be achieved either by perfect technology or, more appropriately, by judicious design of the CSCW application. Such systems are particularly appropriate for mobile and remote activities, including the activities of personal users without permanent access to reliable and timely communications infrastructures.

This chapter introduces a framework, which we believe produces a productive direction to explore CSCW design. We do not believe our framework is a finished and polished method; we have therefore included minor digressions to justify and explain our approach. The approach is more important than the particular framework, and we will be delighted if our errors or oversights encourage others to progress further in this important area.