Tone Bratteteig

简介

This paper investigates the types of work that unemployed youths perform as part of their obligations to the Norwegian Labour and Welfare Administration (WA) while receiving services and financial benefits. Our findings identify two primary categories of work: the use of digital self-services for mainly administrative purposes and the relational work involving interactions with advisors and other clients. We found that digital self-services often delegate small, fragmented tasks to clients, perceived as mechanisms of control. In contrast, the relational interactions are experienced as valuable support, assisting clients in navigating and progressing their situation. We discuss the nature and implications of digital self-service work and propose design alternatives aimed at enhancing client

代表成果

• Scientific articles and book chapters
• Oskarsen, Johanne Svanes; Verne, Guri Birgitte; Bratteteig, Tone & Nordlie, Live (2025). Stuck in the Loop of Unemployment. Computer Supported Cooperative Work. ISSN 1431-1496. 34, p. 483–513. doi: 10.1007/s10606-025-09515-3. Full text in Research Archive Show summary This paper investigates the types of work that unemployed youths perform as part of their obligations to the Norwegian Labour and Welfare Administration (WA) while receiving services and financial benefits. Our findings identify two primary categories of work: the use of digital self-services for mainly administrative purposes and the relational work involving interactions with advisors and other clients. We found that digital self-services often delegate small, fragmented tasks to clients, perceived as mechanisms of control. In contrast, the relational interactions are experienced as valuable support, assisting clients in navigating and progressing their situation. We discuss the nature and implications of digital self-service work and propose design alternatives aimed at enhancing clients’ understanding of the employment process, emphasizing the importance of task significance within a wider context. Additionally, we examine the role and limitations of digital self-services within public welfare administration, particularly in assisting clients facing challenging life circumstances. To address the complex issue of youth unemployment, we suggest a participatory approach, aimed at helping young individuals break the ‘loop of unemployment.’
• Bratteteig, Tone; Verne, Guri Birgitte & Oskarsen, Johanne Svanes (2024). Innbyggernes møte med en digitalisert offentlig forvaltning. Magma forskning og viten. ISSN 1500-0788. doi: 10.23865/magma.v27.1442. Full text in Research Archive
• Stigberg, Susanne Koch; Carcani, Klaudia; Joshi, Suhas Govind & Bratteteig, Tone (2024). Participatory Design meets Artificial Intelligence: Co-imagining mutual learning of AI technologies and designing with AI tools, NordiCHI '24 Adjunct: Adjunct Proceedings of the 2024 Nordic Conference on Human-Computer Interaction. Association for Computing Machinery (ACM). ISSN 9798400709654. doi: 10.1145/3677045.3685471. Full text in Research Archive Show summary The workshop aims to explore relations between AI and PD: how AI can be used in PD as well as how PD can influence AI systems. In the workshop participants share experiences with AI in PD, presenting materials for discussion. The outcome of the workshop will be a set of principles and guidelines and a (common) paper, and we aim to establish a special interest research community for creative use of AI in PD.
• Bratteteig, Tone (2024). Counter-expertise The logic of the work practice. Scandinavian Journal of Information Systems (SJIS). ISSN 0905-0167. 36(2), p. 333–342. Full text in Research Archive
• Carcani, Klaudia; Bratteteig, Tone; Holone, Harald & Herstad, Jo (2023). EquiP: A Method to Co-Design for Cooperation. Computer Supported Cooperative Work (CSCW). ISSN 0925-9724. 32, p. 385–438. doi: 10.1007/s10606-023-09463-w. Full text in Research Archive Show summary In Participatory Design (PD), the design of a cooperative digital solution should involve all stakeholders in the co-design. When one stakeholder’s position is weaker due to socio-cultural structures or differences in knowledge or abilities, PD methods should help designers balance the power in the design process at both the macro and micro levels. We present a PD method that addresses the power relations arising during the design process and draws on theories about participation and power in the design and organisation of change processes. We contribute to Computer Supported Cooperative Work (CSCW) by using the PD method to design computer support for cooperation on cognitive rehabilitation between people with Mild Acquired Brain Injuries (MACI) and their healthcare professionals, where strengthening the cooperation is considered an element of patient empowerment. This method is presented as a contribution to the intersection between PD and CSCW. The discussion of power in PD contributes to the discussion of cooperation in CSCW. We found that EquiP supported the creation of choices, and hence the ‘power to’ influence the design. This method can contribute to a power ‘equilibrium’ and a positive-sum power relation in PD sessions involving all stakeholders.
• Verne, Guri Birgitte; Steinstø, Tina; Simonsen, Linett & Bratteteig, Tone (2022). How Can I Help You? A chatbot’s answers to citizens’ information needs. Scandinavian Journal of Information Systems (SJIS). ISSN 0905-0167. 34(2). Full text in Research Archive Show summary AI-based chatbots are becoming an increasingly common part of the front-line of public services. Through natural language, users can write simple queries to a chatbot which answers with appropriate information. We have investigated how a public chatbot operates in actual practice and how it answers the citizens’ questions about the rules and regulations for welfare benefits. We use the concept of citizens’ information needs to determine the quality of the chatbot’s answers. Information needs are often not formulated from the start as answerable questions. We analyse logs from chat sessions between the chatbot and the citizens, and focus on problems that arise, e.g., that the chatbot gives irrelevant answers or omits important information. The paper shows how the inner workings of the chatbot shapes the answerable questions. We conclude that responsible use of AI (such as chatbots) is a matter of design of the overall service and includes acknowledging that the AI itself can never be responsible.
• Soma, Rebekka; Bratteteig, Tone; Saplacan, Diana; Schimmer, Robyn; Camparo, Erik & Verne, Guri Birgitte (2022). Strengthening Human Autonomy. In the Era of Autonomous Technology. Scandinavian Journal of Information Systems (SJIS). ISSN 0905-0167. 34(2). Full text in Research Archive