Can normal people use process models for self-directed cooperation, that is, without expert guidance? According to modeling experts and corresponding contemporary research, they cannot, because they lack competencies for such usage. While the importance of artifacts such as texts, pictures and diagrams to cooperative work has been shown in many studies in CSCW and related fields, there are no answers to this question from our discipline. This paper aims at exploring this contradictory situation by exploring how users without or with little modeling practice work with models. Based on an exploratory study, we show opportunities and barriers to self-directed cooperative work with models and derive requirements for tool support. These results are compared with existing work and show that despite the special characteristics of process models, patterns known from the usage of other artifacts can also be observed in co-operative work with models. Users also showed behavior typically attributed to modeling experts, thus transcending such generic cooperation tasks.

1. RUHR-UNIVERSITÄT BOCHUM
Normal users cooperating on process
models:
Is it possible at all? R
Alexander Nolte and Michael Prilla
Department Information- and
Technologymanagement

2. Process models
They are not for “normal” people (non-model experts)
R
Normal users cooperating on process models: Is it possible at all? – Alexander Nolte, Michael Prilla 2

3. Process models
They are complex, are they?
R
Normal users cooperating on process models: Is it possible at all? – Alexander Nolte, Michael Prilla 3

4. Normal users cooperating on models
Is it possible at all? What we (seem to) know …
Cooperation on / with models: Potentials
• represent actual work practices instead of idealized views
• speed up change and innovation
• disseminate knowledge embedded in models
Cooperation on / with models: Practice
• models are used by very few people in organizations
R
• facilitators / experts are present when models are used
Common belief: Usage of models needs
• understanding of process modelling language
• knowledge / experiences in process thinking
Normal users cooperating on process models: Is it possible at all? – Alexander Nolte, Michael Prilla 4

5. Cooperation in modeling
Communication, Exchange of perspectives,
Negotiation, Consensus
R
Normal users cooperating on process models: Is it possible at all? – Alexander Nolte, Michael Prilla 5

6. People can t do this on their own!?
A typical workshop setup
R
facilitator
modeler /
chauffeur
Normal users cooperating on process models: Is it possible at all? – Alexander Nolte, Michael Prilla 6

7. Other concepts at a glance
Scenario Direct Interaction via Indirect
interaction intermediate interaction
Cooperative Modeling workshops Dialogue games
Moderated modeling tools
Cooperation
Experts model Work sharing, No approaches yet
Self-organized
Alternating phases
R
cooperation
Normal users cooperating on process models: Is it possible at all? – Alexander Nolte, Michael Prilla 7

8. Problems to be overcome
• People have to understand models to use them
• Problematic due to their inherent complexity and the
need to use a modeling notation
• Co-located workshops lead to facilitator bottleneck
• Modeling becomes infrequent and hard to organize
R
• Modeling requires using a modeling tool
• Difficult for people without training
Research questions:
1. Under which conditions can lay users use process models in cooperation?
2. How can cooperative usage of process models by lay users be supported?
Normal users cooperating on process models: Is it possible at all? – Alexander Nolte, Michael Prilla 8

9. Involving Lay-users into modeling
• 5 pairs / workshops
• Modelling experts as well as non-expert modellers
• Facilitator as a guide
• Video-Recording, Observer, Post-Workshop interviews
Scenario R
Roles included Participants
(1) Bug reporting and solving User (of the software), 3 users of a tool,
for software development Developer 3 developers
(2) Book ordering in a library User (of the library), 2 library users (researchers),
Librarian 2 librarians
Normal users cooperating on process models: Is it possible at all? – Alexander Nolte, Michael Prilla 9

10. Course of the study
1. Contribute view on the process individually through an easy
to use web-interface
R
Textual contributions are automatically transferred into
elements of the modeling notation.
Normal users cooperating on process models: Is it possible at all? – Alexander Nolte, Michael Prilla 10

11. Course of the study
2. Sort individual views with respect to the process sequence
3. Compare individual views and mark differences with respect
to content and sequence
R
Direct interaction with the model through touch on an
interactive large screen.
Normal users cooperating on process models: Is it possible at all? – Alexander Nolte, Michael Prilla 11

12. Observations
Process models as guides in cooperative work
R
Understanding: Discursive explanation of sequences
and structures
“Are these elements the same?”
Structuring communication: Using models for
storytelling
“Once I know for which purpose I need the book [first element] and when I know
whether to buy it or not [second element], …”
Normal users cooperating on process models: Is it possible at all? – Alexander Nolte, Michael Prilla 12

13. Observations
Process models as guides in cooperative work
R
Contextualizing communication: Using process
models for orientation
“First, you look for the reason [pointing to element] and when you find the
reason, you think of an idea for solving the problem [pointing to element]. Then
you check and implement the idea [pointing to two elements] (…) ”
Normal users cooperating on process models: Is it possible at all? – Alexander Nolte, Michael Prilla 13

14. Observations
Process modeling as part of articulation during cooperation
References to models as support
/ part of communication
“That happens here!”
Developing a common
understanding
“Ah, now I understand what you mean [pointing to
an element]” R
Getting aware of / transferring
knowledge from other
perspectives
“I have to admit that I have not thought about
what [you do] to be prepared for my orders”
Normal users cooperating on process models: Is it possible at all? – Alexander Nolte, Michael Prilla 14

15. Observations
Process modeling as part of cooperative model usage
R
Asking for feedback on manipulations / negotiating
process content
“What do you think? Correct?” / “To me this only makes sense if (…)”
Role switching and role division: Leading the
conversation
“Once I know for which purpose I need the book [first element] and when I know
whether to buy it or not [second element], …”
Normal users cooperating on process models: Is it possible at all? – Alexander Nolte, Michael Prilla 15

16. Observations
Limitations of interaction with models
R
Sustaining equality (status)
“I always want to have this!”
Securing common understanding
“I don’t understand this at all” / “What do you mean by that?”
Interaction leading to conflicts
Normal users cooperating on process models: Is it possible at all? – Alexander Nolte, Michael Prilla 16

17. Wrap-Up
• Models guided cooperation, enabling participants
to discuss process content
• Models became central parts of cooperation,
serving e.g. as means of knowledge transfer
R
• Participants engaged into modeling activities by
e.g. negotiating process content
• Some limitations remain, e.g. participants
overpowering each other
Normal users cooperating on process models: Is it possible at all? – Alexander Nolte, Michael Prilla 17

18. Conclusion
People can use models cooperatively
without special training
R
Requirements for non-expert model interaction
– They know the process
– The setting supports communication
– Modeling semantics is reduced to simple constructs
– Tools provide a suitable features
– Tools provide suitable means of input
Normal users cooperating on process models: Is it possible at all? – Alexander Nolte, Michael Prilla 18

19. Widening the scope of non-expert modeling
Current prototypes: Model annotation
R
Users can easily comment on processes during their
everyday work through a web editor.
Normal users cooperating on process models: Is it possible at all? – Alexander Nolte, Michael Prilla 19

20. Widening the scope of non-expert modeling
Current prototypes: Automatic guidance
R
The system asks a set of predefined questions and
guides the user through the process.
Normal users cooperating on process models: Is it possible at all? – Alexander Nolte, Michael Prilla 20

21. Widening the scope of non-expert modeling
Current prototypes: Self-directed participatory modeling
R
Within a workshop the users may decide on which part of the
process they want to focus and which activities they want to conduct.
Normal users cooperating on process models: Is it possible at all? – Alexander Nolte, Michael Prilla 21

22. Thanks!
Special issue on
Collaborative Usage and Development of Models
in the
International Journal of e-Collaboration
R
(out in winter 2012 / spring 2013)
nolte@iaw.rub.de
prilla@iaw.rub.de
www.imtm-iaw.rub.de
Normal users cooperating on process models: Is it possible at all? – Alexander Nolte, Michael Prilla 22

23. Widening the scope of non-expert modeling
Current prototypes: Meta-Modelling
R
People can find existing processes or process parts
through tags and reuse them within their model.
Normal users cooperating on process models: Is it possible at all? – Alexander Nolte, Michael Prilla 23