NASA NTRS2004
Very often computer scientists view computerization of services in terms of the logistics of human-machine 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. For example, from the customer s perspective the task of an on-line travel service is not merely to establish confirmed reservations, but to have a complete travel plan, usually integrating many days of transportation, lodging, and recreation into a happy experience. The task of the travel agent is not merely "ticketing", but helping the customer understand what they want and providing services that will connect everything together in an enjoyable way.