Towards On-Line Services Based on a Holistic Analysis of Human Activities

Very often computer scientists view computerization of services in terms of the logistics of humanmachine interaction, including establishing a contract, accessing records, and of course designing an interface. But this analysis often moves too quickly to tactical details, failing to frame the entire service in human terms, and not recognizing the mutual learning required to define and relate goals, constraints, and the personalized value of available services. In particular, on-line services that “computerize communication” can be improved by constructing an activity model of what the person is trying to do, not just filtering, comparing, and selling piece-meal services