Publication statistics

Pub. period:1994-2009
Pub. count:25
Number of co-authors:33


Number of publications with 3 favourite co-authors:

Jayashree Subrahmonia:
David Kirsh:
James C. Spohrer:



Productive colleagues

Paul P. Maglio's 3 most productive colleagues in number of publications:

Shumin Zhai:67
Ted Selker:37
Allen Cypher:30

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Paul P. Maglio

Has also published under the name of:
"Paul Maglio" and "P. P. Maglio"

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Publications by Paul P. Maglio (bibliography)

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Kandogan, Eser, Maglio, Paul P., Haber, Eben M. and Bailey, John H. (2009): Scripting practices in complex systems management. In: Proceedings of the 2009 Symposium on Computer Human Interaction for the Management of Information Technology 2009. p. 2.

System administrators are end-users too. And as end-users, they develop tools, create web pages, write command-line scripts, use spreadsheets, and repurpose existing tools. In short, they engage in end-user programming activities in support of their systems management work. We examined system administrator practices in software tool development, operations, and maintenance based on ethnographic field studies at service delivery centers and data centers across the United States. Our findings suggest that software practices were mostly informal and collaborative and mixed within formal change processes; tool development and debugging were interleaved with tool use and maintenance as they interacted with live systems; and the complexity of large-scale systems and the risks involved in changing live and critical systems put increased demands on system administrators. We argue that system administrators might benefit from certain software engineering methodologies such as agile software development and software modeling.

© All rights reserved Kandogan et al. and/or ACM Press

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Spohrer, Jim, Vargo, Stephen L., Caswell, Nathan and Maglio, Paul P. (2008): The Service System Is the Basic Abstraction of Service Science. In: HICSS 2008 - 41st Hawaii International International Conference on Systems Science 7-10 January, 2008, Waikoloa, Big Island, HI, USA. p. 104.

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Kandogan, Eser, Bailey, John, Maglio, Paul P. and Haber, Eben M. (2008): Policy-based IT automation: the role of human judgment. In: Frisch, AEleen, Kandogan, Eser, Lutters, Wayne G., Thornton, James D. and Mouloua, Mustapha (eds.) CHIMIT 2008 - Proceedings of the 2nd ACM Symposium on Computer Human Interaction for Management of Information Technology November 14-15, 2008, San Diego, California, USA. p. 9.

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Kandogan, Eser, Bailey, John, Maglio, Paul P. and Haber, Eben (2008): Policy-based IT automation: the role of human judgment. In: Proceedings of the 2008 Symposium on Computer Human Interaction for the Management of Information Technology 2008. p. 9.

Policy-based automation is emerging as a viable approach to IT systems management, codifying high-level business goals into executable specifications for governing IT operations. Little is known, however, about how policies are actually made, used, and maintained in practice. Here, we report studies of policy use in IT service delivery. We found that although policies often make explicit statements, much is deliberately left implicit, with correct interpretation and execution depending critically on human judgment.

© All rights reserved Kandogan et al. and/or ACM Press

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Spohrer, James C., Maglio, Paul P., Bailey, John and Gruhl, Daniel (2007): Steps Toward a Science of Service Systems. In IEEE Computer, 40 (1) pp. 71-77.

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Bailey, John, Kandogan, Eser, Haber, Eben M. and Maglio, Paul P. (2007): Activity-based management of IT service delivery. In: Kandogan, Eser and Jones, Patricia M. (eds.) CHIMIT 2007 - Proceedings of the 1st ACM Symposium on Computer Human Interaction for Management of Information Technology March 30-31, 2007, Cambridge, Massachusetts, USA. p. 5.

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Bailey, John, Kandogan, Eser, Haber, Eben and Maglio, Paul P. (2007): Activity-based management of IT service delivery. In: Proceedings of the 2007 Symposium on Computer Human Interaction for the Management of Information Technology 2007. p. 5.

Growth, adaptability, innovation, and cost control are leading concerns of businesses, especially with respect to use of information technology (IT). Though standards such as the Information Technology Infrastructure Library (ITIL) offer the potential for cost savings through the use of formal processes and best practices, such top-down approaches tend to be either highlevel - often far removed from the actual work - or low-level - often inflexible given the rapid pace of technology and market change. We conducted field studies to examine work practices in IT service delivery. Our results suggest that unstructured work activities comprise a significant and vital portion of the overall work done by people in IT service delivery. These activities include negotiating work items and schedules, seeking and providing information and expertise, and using and sharing custom tools and practices. Unstructured activities are conducted in parallel to formal, structured IT service processes, but are not well supported by existing integrated tooling. Thus, they are not easily accounted for and rarely result in reusable assets or feedback to improve the formal IT processes. Based on these findings, we propose an administrator workspace aimed specifically at blending structured and unstructured work activities to support effective, reusable, and quantifiable IT service delivery.

© All rights reserved Bailey et al. and/or ACM Press

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Maglio, Paul P., Srinivasan, Savitha, Kreulen, Jeffrey T. and Spohrer, Jim (2006): Service systems, service scientists, SSME, and innovation. In Communications of the ACM, 49 (7) pp. 81-85.

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Kandogan, Eser, Haber, Eben, Barrett, Rob, Cypher, Allen, Maglio, Paul P. and Zhao, Haixia (2005): A1: end-user programming for web-based system administration. In: Proceedings of the 2005 ACM Symposium on User Interface Software and Technology 2005. pp. 211-220.

System administrators work with many different tools to manage and fix complex hardware and software infrastructure in a rapidly paced work environment. Through extensive field studies, we observed that they often build and share custom tools for specific tasks that are not supported by vendor tools. Recent trends toward web-based management consoles offer many advantages but put an extra burden on system administrators, as customization requires web programming, which is beyond the skills of many system administrators. To meet their needs, we developed A1, a spreadsheet-based environment with a task-specific system-administration language for quickly creating small tools or migrating existing scripts to run as web portlets. Using A1, system administrators can build spreadsheets to access remote and heterogeneous systems, gather and integrate status data, and orchestrate control of disparate systems in a uniform way. A preliminary user study showed that in just a few hours, system administrators can learn to use A1 to build relatively complex tools from scratch.

© All rights reserved Kandogan et al. and/or ACM Press

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Barrett, Rob, Kandogan, Eser, Maglio, Paul P., Haber, Eben M., Takayama, Leila A. and Prabaker, Madhu (2004): Field studies of computer system administrators: analysis of system management tools and practices. In: Proceedings of ACM CSCW04 Conference on Computer-Supported Cooperative Work 2004. pp. 388-395.

Computer system administrators are the unsung heroes of the information age, working behind the scenes to configure, maintain, and troubleshoot the computer infrastructure that underlies much of modern life. However, little can be found in the literature about the practices and problems of these highly specialized computer users. We conducted a series of field studies in large corporate data centers, observing organizations, work practices, tools, and problem-solving strategies of system administrators. We found system administrators operate within large-scale, complex environments that present significant technical, social, cognitive, and business challenges. In this paper, we describe system administrator tool use in critical, high-cost, labor-intensive work through observational, survey, and interview data. We discuss our findings concerning administrator needs for coordinating work, maintaining situation awareness, planning and rehearsing complex procedures, building tools, and supporting complicated interleaved workflows.

© All rights reserved Barrett et al. and/or ACM Press

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Ma, Xiaochuan, Maglio, Paul P. and Su, Hui (2003): Multimodal Menu Interface for Mobile Web Browsing. In: Proceedings of IFIP INTERACT03: Human-Computer Interaction 2003, Zurich, Switzerland. p. 272.

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Campbell, Christopher S. and Maglio, Paul P. (2003): Segmentation of display space interferes with multitasking. In: Proceedings of IFIP INTERACT03: Human-Computer Interaction 2003, Zurich, Switzerland. p. 575.

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Campbell, Christopher S., Maglio, Paul P., Cozzi, Alex and Dom, Byron (2003): Expertise identification using email communications. In: Proceedings of the 2003 ACM CIKM International Conference on Information and Knowledge Management November 2-8, 2003, New Orleans, Louisiana, USA. pp. 528-531.

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Slaney, Malcolm, Subrahmonia, Jayashree and Maglio, Paul P. (2003): Modeling Multitasking Users. In: Brusilovsky, Peter, Corbett, Albert T. and Rosis, Fiorella De (eds.) User Modeling 2003 - 9th International Conference - UM 2003 June 22-26, 2003, Johnstown, PA, USA. pp. 188-197.

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Maglio, Paul P. and Campbell, Christopher S. (2003): Attentive agents. In Communications of the ACM, 46 (3) pp. 47-51.

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Farrell, Stephen, Buchmann, Volkert, Campbell, Christopher S. and Maglio, Paul P. (2002): Information programming for personal user interfaces. In: Gil, Yolanda and Leake, David (eds.) International Conference on Intelligent User Interfaces 2002 January 13-16, 2002, San Francisco, California, USA. pp. 190-191.

With widespread access to e-mail, the world-wide web, and other information sources, people now use computers more for managing information than for managing applications. To support how people naturally and routinely organize information, computers ought to be able to reflect the categories, relationships, and cues that people rely on when thinking about and remembering facts. Toward this end, we created an Information Programming Toolkit (IPtk) that collects application-independent properties, indexes documents along many dimensions to create a personal record of information use, and provides convenient means for information access. The IPtk enables the development of smart user interfaces that automatically tailor information to a user's history and context of information use.

© All rights reserved Farrell et al. and/or ACM Press

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Matlock, T., Campbell, Christopher S., Maglio, Paul P., Zhai, Shumin and Smith, B. (2001): Designing Feedback for an Attentive Office. In: Proceedings of IFIP INTERACT01: Human-Computer Interaction 2001, Tokyo, Japan. pp. 721-722.

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Farrell, Stephen, Maglio, Paul P. and Campbell, Christopher S. (2001): How to Teach a Fish to Swim. In: HCC 2001 - IEEE CS International Symposium on Human-Centric Computing Languages and Environments September 5-7, 2001, Stresa, Italy. pp. 158-164.

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Maglio, Paul P. and Campbell, Christopher S. (2000): Tradeoffs in Displaying Peripheral Information. In: Turner, Thea, Szwillus, Gerd, Czerwinski, Mary, Peterno, Fabio and Pemberton, Steven (eds.) Proceedings of the ACM CHI 2000 Human Factors in Computing Systems Conference April 1-6, 2000, The Hague, The Netherlands. pp. 241-248.

Peripheral information is information that is not central to a person's current task, but provides the person the opportunity to learn more, to do a better job, or to keep track of less important tasks. Though peripheral information displays are ubiquitous, they have been rarely studied. For computer users, a common peripheral display is a scrolling text display that provides announcements, sports scores, stock prices, or other news. In this paper, we investigate how to design peripheral displays so that they provide the most information while having the least impact on the user's performance on the main task. We report a series of experiments on scrolling displays aimed at examining tradeoffs between distraction of scrolling motion and memorability of information displayed. Overall, we found that continuously scrolling displays are more distracting than displays that start and stop, but information in both is remembered equally well. These results are summarized in a set of design recommendations.

© All rights reserved Maglio and Campbell and/or ACM Press

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Maglio, Paul P., Barrett, Rob, Campbell, Christopher S. and Selker, Ted (2000): SUITOR: An Attentive Information System. In: Lieberman, Henry (ed.) International Conference on Intelligent User Interfaces 2000 January 9-12, 2000, New Orleans, Louisiana, USA. pp. 169-176.

Attentive systems pay attention to what users do so that they can attend to what users need. Such systems track user behavior, model user interests, and anticipate user desires and actions. Because the general class of attentive systems is broad -- ranging from human butlers to web sites that profile users -- we have focused specifically on attentive information systems, which observe user actions with information resources, model user information states, and suggest information that might be helpful to users. In particular, we describe an implemented system, Simple User Interest Tracker (Suitor), that tracks computer users through multiple channels -- gaze, web browsing, application focus -- to determine their interests and to satisfy their information needs. By observing behavior and modeling users, Suitor finds and displays potentially relevant information that is both timely and non-disruptive to the users' ongoing activities.

© All rights reserved Maglio et al. and/or ACM Press

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Maglio, Paul P., Matlock, Teenie, Campbell, Christopher S., Zhai, Shumin and Smith, Barton A. (2000): Gaze and Speech in Attentive User Interfaces. In: Tan, Tieniu, Shi, Yuanchun and Gao, Wen (eds.) Advances in Multimodal Interfaces - ICMI 2000 - Third International Conference October 14-16, 2000, Beijing, China. pp. 1-7.

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Maglio, Paul P. and Barrett, Rob (2000): Enabling technologies: intermediaries personalize information streams. In Communications of the ACM, 43 (8) pp. 96-101.

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Campbell, Christopher S. and Maglio, Paul P. (1999): Facilitating Navigation in Information Spaces: Road-Signs on the World Wide Web. In International Journal of Human-Computer Studies, 50 (4) pp. 309-327.

A series of experiments was conducted to evaluate whether simple hyperlink annotations-traffic lights that represent Internet connection speeds-can facilitate web navigation. Traffic lights are small red, yellow or green images added around the anchor text of each link indicating its connection speed, red for slow, yellow for somewhat fast and green for fastest. The first two experiments showed that traffic lights do not facilitate perceptual processes involved in web navigation (i.e. link localization and visual search). However, traffic lights also do not distract from the process of finding links in hypertext documents and, thus have no perceptual performance cost. The third experiment showed that traffic lights facilitate web navigation performance by improving link evaluation and decision processes. This improvement is particularly marked when link relevance is low or undifferentiated. It was concluded that supplying users with information about Internet connection speeds improves web navigation performance. Thus, traffic lights provide functional cues for efficiently navigating the web.

© All rights reserved Campbell and and/or Academic Press

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Barrett, Rob and Maglio, Paul P. (1998): Informative Things: How to Attach Information to the Real World. In: Mynatt, Elizabeth D. and Jacob, Robert J. K. (eds.) Proceedings of the 11th annual ACM symposium on User interface software and technology November 01 - 04, 1998, San Francisco, California, United States. pp. 81-88.

We describe a new method and implementation for managing information through the use of physical objects. In today's networked world, the trend is toward working in a global virtual environment. To transfer information, users are responsible for finding an appropriate storage location, naming the information, selecting the transport mechanism, and setting the access permissions. Much of the time, these burdens are needless and, in fact, stand in the way of productive use of the networked environment. In many circumstances, a physical floppy disk is the ideal medium for transferring information, as it eliminates these complications. Our Informative Things approach provides a "floppy-like" user interface that gives the impression of storing information on physical objects. In reality, our system stores information in the network, associating pointers to information with objects in the physical world. By hiding these details, we simplify information management. By linking the physical and virtual worlds, we leverage users' highly-developed ability to work in the real world.

© All rights reserved Barrett and Maglio and/or ACM Press

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Kirsh, David and Maglio, Paul P. (1994): On Distinguishing Epistemic from Pragmatic Action. In Cognitive Science, 18 (4) pp. 513-549.

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