Representations of user feedback in an agile, collocated software team

Michael Lee; Andrew J. Ko

doi:10.1109/CHASE.2012.6223028

Representations of user feedback in an agile, collocated software team

Michael Lee, Andrew J. Ko

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution

1 Scopus citations

Abstract

Support requests are a major source of feedback in software development. However, like sentences whispered in a children's telephone game, as an issue moves through a software development process, it may undergo many changes, making it difficult to ensure that the problem reported was actually fixed. To better understand how software teams preserve the integrity of user-reported issues, we observed a software team over a 6-month period, analyzing the trajectory of user requests through their software development processes. Our observations revealed several representations of issues, highlighting several points where information about an issue was lost or transformed. Although this information loss appeared to be unavoidable as an issue went through the resolution process, we found it was offset by a web of transactive memory distributed throughout the support and product teams. This memory was reinforced by asynchronous chat about recent and commonly reported issues, and shared notions of what issues should be considered severe or urgent.

Original language	English (US)
Title of host publication	2012 5th International Workshop on Co-operative and Human Aspects of Software Engineering, CHASE 2012 - Proceedings
Pages	76-82
Number of pages	7
DOIs	https://doi.org/10.1109/CHASE.2012.6223028
State	Published - Jul 27 2012
Externally published	Yes
Event	2012 5th International Workshop on Co-operative and Human Aspects of Software Engineering, CHASE 2012 - Zurich, Switzerland Duration: Jun 2 2012 → Jun 2 2012

Other

Other	2012 5th International Workshop on Co-operative and Human Aspects of Software Engineering, CHASE 2012
Country/Territory	Switzerland
City	Zurich
Period	6/2/12 → 6/2/12

All Science Journal Classification (ASJC) codes

Software

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10.1109/CHASE.2012.6223028

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title = "Representations of user feedback in an agile, collocated software team",

abstract = "Support requests are a major source of feedback in software development. However, like sentences whispered in a children's telephone game, as an issue moves through a software development process, it may undergo many changes, making it difficult to ensure that the problem reported was actually fixed. To better understand how software teams preserve the integrity of user-reported issues, we observed a software team over a 6-month period, analyzing the trajectory of user requests through their software development processes. Our observations revealed several representations of issues, highlighting several points where information about an issue was lost or transformed. Although this information loss appeared to be unavoidable as an issue went through the resolution process, we found it was offset by a web of transactive memory distributed throughout the support and product teams. This memory was reinforced by asynchronous chat about recent and commonly reported issues, and shared notions of what issues should be considered severe or urgent.",

author = "Michael Lee and Ko, {Andrew J.}",

year = "2012",

month = jul,

day = "27",

doi = "10.1109/CHASE.2012.6223028",

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pages = "76--82",

booktitle = "2012 5th International Workshop on Co-operative and Human Aspects of Software Engineering, CHASE 2012 - Proceedings",

note = "2012 5th International Workshop on Co-operative and Human Aspects of Software Engineering, CHASE 2012 ; Conference date: 02-06-2012 Through 02-06-2012",

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Lee, M & Ko, AJ 2012, Representations of user feedback in an agile, collocated software team. in 2012 5th International Workshop on Co-operative and Human Aspects of Software Engineering, CHASE 2012 - Proceedings., 6223028, pp. 76-82, 2012 5th International Workshop on Co-operative and Human Aspects of Software Engineering, CHASE 2012, Zurich, Switzerland, 6/2/12. https://doi.org/10.1109/CHASE.2012.6223028

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AU - Ko, Andrew J.

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AB - Support requests are a major source of feedback in software development. However, like sentences whispered in a children's telephone game, as an issue moves through a software development process, it may undergo many changes, making it difficult to ensure that the problem reported was actually fixed. To better understand how software teams preserve the integrity of user-reported issues, we observed a software team over a 6-month period, analyzing the trajectory of user requests through their software development processes. Our observations revealed several representations of issues, highlighting several points where information about an issue was lost or transformed. Although this information loss appeared to be unavoidable as an issue went through the resolution process, we found it was offset by a web of transactive memory distributed throughout the support and product teams. This memory was reinforced by asynchronous chat about recent and commonly reported issues, and shared notions of what issues should be considered severe or urgent.

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Representations of user feedback in an agile, collocated software team

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