Beatrice will present her work the 3/2/2021 2pm in front of
Myriam Lewkowicz – Université de Technologie de Troyes
Franck Ganier – Université Bretagne Occidentale, LABSTICC
Caroline Rizza – Telecom Paris
Aurélie Montarnal – École des Mines d’Albi-Carmaux\
Valérie L. Shalin – Wright State University
France has experienced several disasters in the last decade: Floods (Var, Alpes Maritimes (2015), Seine basin and Loire (2016) ; Storms Lothar, Martin (1999), Klaus (2009), Xynthia (2010) ; Terrorist attacks, Charlie Hebdo and Bataclan (2015), Nice (2016). All of these events have common properties: they are all unexpected. The resulting disorganization puts a premium on communication between different specialties (e.g. Police, firefighters, medical technicians etc.). Crisis involves a number of actors and poses important problems of communication and comprehension between them, in addition to technical difficulty. Crisis necessitates the establishment of distributed cooperative activities and mediation between teams that are unfamiliar with each other and have different experiences, expertise, cultures and organizations. Communication between specialties is essential and agree with this emphasis on communication, but enrich our understanding of the problem. Groupware systems aim to provide participants with common awareness, i.e., information about the presence, activities, and availability of the other participants in the same system. Independent of the software, recent analyses show that trust between partners is crucial during crisis management. Yet empirical studies in several domains (e.g., e-banking, civil security, healthcare, military, industries, etc.) reveal low participant confidence in these systems. Additionally, low confidence generates inappropriate behavior (e.g., altering and degrading performance technology users) reducing use, thereby affecting efficiency. The French tool CRISORSEC is intended to support information sharing among crisis actors. Yet, users question its utility, its form, its uses, its limits and its possible perverse effects. We suggest that understanding performance in different situations informs design requirements. In this thesis, we contribute towards addressing the aforementioned challenges. Specifically, the main contributions of this thesis are as follows:
– We propose a new model, Computer-supported Crisis Management Communication (3 C) to capture communication during crisis management when communication is mediated by computational tools.
– Combining theory and methods used in psychology, human factors, with computer science we propose to determine how and why trust and communication is degraded in relation to civil security.
– Finally, we propose
design guidelines for digital devices that promote the sharing of information for the purpose of developing and maintaining shared situational awareness during collaborative activities.
We propose multi-level factors influencing trust and behavior of the operators during collaborative activities supported by computers (e.g., contextual factors, organizational factors, individual factors,) and particularly during information sharing. This permits the identification of elements necessary to recreate links broken by the computer in order to design tools offering conditions of trust in the framework of collaborative information sharing. The different contributions of the proposed approach are demonstrated and validated analytically and empirically through experimental results.
