ABSTRACT
This paper describes the development, use and refinement of a CSCW (computer supported co-operative working) evaluation method based on communication breakdowns. The origin of the method goes back to early research in CSCW in the context of design and the debate concerning the evaluation of this technology. Hughes (1991) argued that the paradigm shift from HCI to that which considers the group work, communication, social, political, and physical aspects within which a CSCW system is used presents numerous design and development problems. While recognizing the value and potential of the traditional iterative HCI system design approach, including both formative and summative evaluation activities, we also came to realise that the particular methods used to evaluate a CSCW environment required new methods to accommodate the paradigm shift. In the first section, we describe the origin of breakdown analysis. This is followed by examples of our use of breakdown analysis over the past 10 years.
