KAREN supported remote collaborative technologies. Producing effective remote collaborative meetings. Jenna Scott Bindy Barclay Dr Mary Allan

Transcription

1 KAREN supported remote collaborative technologies Producing effective remote collaborative meetings Jenna Scott Bindy Barclay Dr Mary Allan Social Science Research Centre University of Canterbury, Private Bag 4800, Christchurch 8140, New Zealand Page 1 of 16

2 Contents Contents...2 List of Figures...3 Introduction...4 Physical Environments...5 Research Findings...5 Lighting...5 Background...6 Furniture and Arrangement...6 Recommendations / Best Practice...7 Technical Support...9 Research Findings...9 Range of Technician Presence...9 Range of Technician Expertise...9 Platform requirements...10 Production Values...10 Recommendations / Best Practice...13 Managing Remote Collaborative Sessions...14 Research Findings...14 Facilitating...14 Participants...14 Microphone...14 Protocols for Speaking...15 Gaze...15 Recommendations / Best Practice...16 Page 2 of 16

3 List of Figures Figure 1: Unique node layout at the University of Canterbury...6 Figure 2: Horse-Shoe Layout; Victoria University of Wellington...7 Figure 3: Panel Layout, University of Canterbury...7 Figure 4: Example of participants and their wall image displays...11 Figure 5: Example of good camera and screen alignment...12 Figure 6: Example of poor camera alignment - two people duplicated in middle...12 Figure 7: Example of participant raising hand to indicate they would like to speak.15 Figure 8: Example of gaze issue...15 Page 3 of 16

4 Introduction This report assembles observations, informal interviews and survey data from research around remote collaborative meetings held via the Kiwi Advanced Research and Education Network (KAREN) between June 2007 and May A variety of meeting types and formats informed the research. Most occurred between participants at geographically separate locations across New Zealand. A few included international participants. The collaborative technologies used for the sessions were both standard and high definition formats. Access Grid sessions are highly represented in the research as this is the main grid technology used across the widest number of sites. While some observations of quality and resolution would not apply to High Definition systems, the majority of observations relating to environment configuration and meeting practices would apply equally well. Page 4 of 16

5 Physical Environments Experience of physical environment is very important for effective remote collaborative experiences. Due to the inflexible nature of the many technologies that must be co-ordinated to ensure a seamless experience, planning and preparation are necessary and some standardisation may be required. Research Findings With regard to surveyed users of the Access Grid, when asked what they liked about the Access Grid, one respondent reported, The environment was quite nice. It was a nice room with nice facilities. On the other hand, when respondents were asked what they did not like about the Access Grid, several respondents commented that the room was problematic: the rooms available are not big enough, they are not well shaped for the likely interactions an uncomfortable and poorly fitted out room (poor seating, poor lighting, poor acoustics, poor projection wall, room subject to shaking from passing traffic) If all the nodes were set-up so that the experiences was of a similar quality then it would be a lot closer to a natural experience and therefore would be brilliant. The set-up of designated rooms for remote collaboration is variable across the different nodes. In the survey, many respondents commented on the difficulties of coordinating the large numbers of people and technologies together into a working format. The variable features and the issues associated with these variations are outlined below. Lighting Lighting can greatly affect a node s visual image as displayed to others o Access Grid produces the best displays when operated in darker environments with artificial light. Auto-focus or adjustments of the camera can produce colour changes that are more noticeable and potentially distracting in lighter environments. o High Definition systems work best with natural light o One survey participant commented the shocking lighting in some of the sites that means that people look disembodied, seriously ill, or just ghostly is off putting. Page 5 of 16

6 Background The colour of the background also affects the visual display image. o A darker background, e.g. blue, is appealing and effective. o A white background is not as visually appealing to those viewing the node over the Access Grid and it can create a washed out look among the participants. The artificial lighting that is required also tends to make a white background look worse. o There is little consistency of the background across the various node locations which can be a constraint to the production of one room. Most nodes use a wall as their background and colours include blue, purple, dark grey and white. Some choose to use a coloured curtain as their background. o The lighting links closely with the appeal of the background colour. Furniture and Arrangement o The types of furniture and its arrangement are highly variable across nodes. Many survey participants commented that it was important that a node is a comfortable environment. o It was quite common for node locations to use a row of chairs or desks in a manner that forms a barrier. A good example of this is one particular node where the room is often arranged with desks in a row, and then a row of chairs, that are rarely used, right in front of these desks. (see Figure 1) o The same node also has a unique arrangement with low tables and chairs at the front of the room, but once again, these are rarely used. o Two main types of furniture arrangement appear to have emerged. We have termed these as Horse-shoe and Panel arrangements Horse-shoe is where the desks and chairs are arranged in a U shape which allows an easy view of all of the participants, and is a visually pleasing, virtual round table. (see Figure 2) Desks arranged in a straight row, or panel arrangement, can be ideal where there are only a few participants (1-5) at a node. Any number of participants greater than five and it can become difficult to see who is in the back row/s and can appear overwhelming and chaotic to those viewing the image display. (see Figure 3) Figure 1: Unique node layout at the University of Canterbury Page 6 of 16

7 Figure 2: Horse-Shoe Layout; Victoria University of Wellington Figure 3: Panel Layout, University of Canterbury Recommendations / Best Practice Where possible, a designated room for the purpose of remote collaborative sessions is desirable to make the most of the technology, however this is not always possible. If using a temporary room, try lowering blinds/curtains to limit the glare from natural light and consider the background when placing the camera and seating. It is best to avoid a white wall background if possible. Page 7 of 16

8 Consistency across all nodes in terms of furniture, lighting, background etc has the potential to create a more seamless experience. To achieve this some standard features may need to be agreed. The suggestions for an optimal node include: A background colour other than white or a light colour; or a coloured curtain. Mid-deep shades of blue or dark grey appear to work well with the lighting at present. Furniture to be arranged in horse-shoe style for sessions where the number of participants in a node is greater than four. Panel arrangement is suitable where the number of participants is between one and five. In cases where there are a large number of participants (15 or more), neither arrangement is particularly ideal. In this case a panel arrangement, with others seated in additional rows behind, would be the most effective way of utilising the space of the room. However, those seated in the back rows will not be seen easily and the technician may be unable to position the camera to obtain a close, clear head shot (for example if the participant chooses to speak). The horse-shoe arrangement could also be used, with additional participants seated in a row along the back wall. This would allow easier viewing of all participants but may result in fewer participants being able to be seated in the room. Page 8 of 16

9 Technical Support A technician s tasks include establishing the connection, arranging the screen display, co-ordinating PowerPoint presentations, controlling sound & visual, and troubleshooting any issues that might arise. Production values (i.e. camera angles, image alignment and placement of images) all contribute to how effective the remote collaborative experience will be. Skills to optimise these values are distinct from the technical skills required to mount and maintain a session. Both sets of skills are required to run an effective session. Research Findings Range of Technician Presence The level of the presence of a technician varies across node locations and from one Access Grid session to another. Some sessions require a technician for the full duration while it may be possible for some nodes to manage without the presence of a technician for almost the entire duration. For example, a technician may leave 20 minutes after the session has started, once the connection is established and stable. It is also possible for a technician to remote-control a session, meaning that a technician is present for the session, but in a different physical location. Another common scenario of technician support is when a technician sets up the session, then leaves the node, but remains on-call for any troubleshooting. Where there is competent knowledge of Access Grid, no designated technician may be required at all. This is most common among those who use desktop versions of AG. This level of presence of a technician affects the production values, which in turn influence the entire user experience. Variances in production values can create a wide range of user experiences and impressions from the same remote collaboration session. Range of Technician Expertise Technicians understanding of and expertise in Access Grid software varies between the nodes, or even within the group of technicians at one node location. During a session, the technicians from the different nodes are able to communicate using instant messaging if they require assistance or a technical problem arises. Page 9 of 16

10 Platform requirements Technicians are relied upon for the use and operation of Access Grid sessions. Technical support is not as essential for High Definition systems, provided the user has been informed about the operation of the system. Production Values The arrangement of the images of each node on the screen/wall can greatly influence the impression and operation of a session. In the survey there were some comments about dislocation and a lack of clarity about what the images were and how they fitted together. it was not immediately obvious to me that two screens of differing sizes assembled in different areas of the large screen were in fact the same location seen from different angles. The mind had to work somewhat to piece together the experience, taking disparate aural and visual cues and somehow try to assemble them so as to recreate a sense of ambience and participation. There is no standardisation of the way images are arranged, however it is common to have the facilitator and/or their node larger than the other windows and their own node smaller and/or to one side of the display. If a PowerPoint presentation is involved, this is usually also larger than other node image displays. This issue links closely with the variable competencies of the technicians. o Issues include: The image of the self (displayed or not) and the impact of this Eg: if self image is not displayed, are the participants less aware of their actions? This also effects the issue of gaze Eg: if presenter is situated to the far right of the screen, and the camera is situated front and centre, gaze will not be straight at the camera Clarity of who is the speaker Page 10 of 16

11 At times it can be difficult to discern who is speaking, especially if the nodes are reasonably full. The technician will often move screens around, adjust camera angle and zoom in on a participant as the speaker changes, which makes it easier to see who is speaking. Figure 4: Example of participants and their wall image displays Page 11 of 16

12 Figure 5: Example of good camera and screen alignment Figure 6: Example of poor camera alignment - two people duplicated in middle Page 12 of 16

13 Recommendations / Best Practice Ideally, a technical support person will be available for the entire duration of an Access Grid session. As the very minimum of technical support recommended, a technician should be available for establishing the meeting and available on-call should any malfunction arise. It is recommended that standards and protocols in the arrangement of image displays are developed and applied across all nodes and all Access Grid sessions. Acknowledging the variable competencies of technicians, it is recommended that this be incorporated into technician training to ensure a consistent level of technician capability and the standardisation of wall image display. Some key consistencies which should be included: Central large image of facilitator/presenter Presenter/facilitator s node adjacent to large image of facilitator PowerPoint large and to the right Self image small and to the far left All other nodes a consistent size, but smaller than the image of the facilitator/presenter/speaker Any nodes which are shot over two screens should be placed adjacent and as they appear. Cameras should be aligned so there are no duplicates of any participants (i.e. one participant in both screen images, see Figures 5 and 6). Page 13 of 16

14 Managing Remote Collaborative Sessions Research Findings Facilitating Effective management of remote collaborative sessions is key for a seamless interaction, and this management is predominantly controlled by the facilitator. In many instances constraints that occur in normal face-to-face meetings are exacerbated in Remote Collaborative sessions. This places more emphasis on the importance of prior organisation of the meeting, suggesting: o Effective prior planning should be undertaken before a meeting o Clear guidelines for outcomes need to be communicated to all parties o Camera requirements should be anticipated for the size and style of the session (additional cameras and real time camera work may be indicated) o Physical location environments need to be appropriately configured, taking into account the production considerations of the technology o Shared resources need to be appropriately prepared in the case of the Access Grid this may mean more than 24 hours in advance. o The facilitator /chair s role needs to be enhanced in some cases cofacilitation at each node may benefit the session Participants Participants have varying levels of experience with remote conferencing. Some are new to the experience, while others may use the technology on a weekly basis. With experience usually comes an understanding of the general protocols and conduct required during a session. Variable participant competencies and understandings that can create constraints to the seamless experience of Access Grid include: the use of a microphone; chairing and/or facilitating a meeting; direction of gaze; and protocols for speaking. Microphone o Knowing how to turn it on and off and when it is appropriate or inappropriate to have your microphone on. eg: good practice to have your microphone off when participants from other nodes are speaking, to eliminate distracting background noise (eg rustling of paper) o Variable levels of understanding of movements that may affect sound eg: knowing not to drag the microphone when it is on o The positioning of the microphone and seating arrangements Page 14 of 16

15 It is important that the microphone is positioned so that all participants can be easily heard without having to physically move themselves closer to the microphone Protocols for Speaking At times it can be difficult to discern who is speaking and from which node. This is especially the case where there are large numbers of participants in a node. Unintentional talking over others is another common problem. In some sessions, participants deal with these issues by way of raising a hand to indicate they would like to verbally contribute to the discussion. Figure 7: Example of participant raising hand to indicate they would like to speak Gaze The direction or angle of gaze is an issue that can disrupt seamless interaction using Access Grid technology. This occurs when the speaker looks at the images of their audience rather than directly at the camera. This is a natural action, however it can create a disjointed feeling and looks like the speaker is not addressing their audience. When people spoke they looked at the screen (rather than the cameras) - which is completely natural, but it looks like people aren't speaking to each other. Page 15 of 16 Figure 8: Example of gaze issue

16 Recommendations / Best Practice It is important that a set of protocols are developed and remain consistent across all node locations. The best way to ensure that these protocols are implemented is through effective session management by the facilitator or chair. Session protocols should be acknowledged and set out at the start of the session by the chair, and for the majority should include those regarding the microphone and turn-taking as described in further detail below. All participants need to be made aware of how to turn the microphone on and off, and of the times when it is appropriate to have the microphone on, and when it should be turned off. The protocol used most frequently in past Access Grid sessions is to have your microphone on only when a participant from your node is speaking, and off when people from other nodes are speaking, to eliminate any distracting background noise. From past sessions it is found that the most effective way to deal with the issues of turn-taking and gaining a space to speak is for the participant to indicate to the facilitator, by way of raising a hand, that they wish to speak. This is followed by the facilitator acknowledging this request by either inviting them to speak, or arranging a speaking order if more than one participant wishes to speak. Page 16 of 16