Guri Birgitte Verne

• 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
• Verne, Guri Birgitte; Berget, Gerd; Lilleby, Anton & Steffen, Martin (2024). Tax and welfare chatbots used by young adults with dyslexia: A usability study. In Antona, Margherita & Stephanidis, Constantine (Ed.), Universal Access in Human-Computer Interaction: 18th International Conference, UAHCI 2024 Held as Part of the 26th HCI International Conference, HCII 2024 Washington, DC, USA, June 29 – July 4, 2024 Proceedings, Part I. Springer. ISSN 9783031608742. p. 337–352. doi: 10.1007/978-3-031-60875-9_23. Full text in Research Archive
• Rydén, Hanne Sara-Maria Höglund; Hofmann, Sara & Verne, Guri Birgitte (2023). The self-serving citizen as a co-producer in the digital public service delivery. In Lindgren, Ida; Csaki, Csaba; Kalampokis, Evangelos; Tambouris, Efthimios; Janssen, Marijn; Zuiderwijk, Anneke; Pereira, Gabriela Viale & Virkar, Shefali (Ed.), Electronic Government 22nd IFIP WG 8.5 International Conference, EGOV 2023, Budapest, Hungary, September 5–7, 2023, Proceedings. Springer. ISSN 9783031411380. doi: 10.1007/978-3-031-41138-0_4. Full text in Research Archive Show summary

  The promotion of digital self-services has generated a shift within digital government, which has implications for citizens that depend on welfare services. From the policy perspective, users can benefit from better service access, process efficiency and opportunities for citizens to co-produce their public services. These opportunities are accompanied by increasing responsibilities for citizens that are expected to serve themselves to a higher extent. This article analyses how vulnerable citizens engage in self-services and their co-production of public services that play out in the digital public service setting. Data were gathered through participatory observations at a service office at the Norwegian welfare administration (NAV) when citizens visited the office to apply for public welfare services. The article provides a novel theoretical framework for conceptualizing dynamic actor-co-production, showing how co-production preconditions can be understood in relation to the actors involved in the service procedure. From a citizen-centric perspective, the article explores the roles of the human state actor – frontline workers, technology state actor – self-service stations, and the private actor – citizens – in the co-production. It sheds light on how participation can be understood at different levels of abstraction and describes the impact of actors’ roles, motives, actions, and preconditions in the co-production of welfare services. The findings show that most citizens that visit the office are vulnerable in relation to financial circumstances and struggle to independently co-produce their services in the public self-service setting.

• Verne, Guri Birgitte (2023). Giving help or information? A human advisor and a chatbot answers requests from citizens. Reports of the European Society for Socially Embedded Technologies. doi: 10.48340/ecscw2023_ep07. Full text in Research Archive
• 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
• Verne, Guri Birgitte (2020). Adapting to a robot adapting gardening and the garden to fit a robot lawn mower. ACM/IEEE International Conference on Human-Robot Interaction (HRI). ISSN 2167-2121. doi: 10.1145/3371382.3380738. Full text in Research Archive
• Simonsen, Linett; Steinstø, Tina; Verne, Guri Birgitte & Bratteteig, Tone (2020). “I’m disabled and married to a foreign single mother”. Public service chatbot’s advice on citizens’ complex lives, Electronic Participation. 12th IFIP WG 8.5 International Conference ePart. Springer. ISSN 9783030581404. p. 133–146. doi: 10.1007/978-3-030-58141-1_11. Full text in Research Archive
• Hagen, Sverre Norberg-Schulz; Verne, Guri Birgitte & Bratteteig, Tone (2020). “All celebrities and sports on top”: Prototyping automation for and with editors. In Gaudio, Chiara Del & Parra-Agudelo, Leonardo (Ed.), PDC '20: Participatory Design Conference 2020 - Participation Otherwise. Association for Computing Machinery (ACM). ISSN 9781450377003. doi: 10.1145/3385010.3385025. Full text in Research Archive
• Björnsdottir, Ingunn & Verne, Guri Birgitte (2018). Exhibiting caution with use of big data: The case of amphetamine in Iceland's prescription registry. Research in Social and Administrative Pharmacy. ISSN 1551-7411. 14(12), p. 1195–1202. doi: 10.1016/j.sapharm.2018.02.009. Full text in Research Archive
• Verne, Guri Birgitte & Bratteteig, Tone (2018). Inquiry when doing research and design: wearing two hats. ID&A Interaction design & architecture(s). ISSN 1826-9745. p. 89–106. doi: 10.55612/S-5002-038-005. Full text in Research Archive
• Bratteteig, Tone & Verne, Guri Birgitte (2016). From Difficult Artifacts to Easy to Use Designs. International Conferences on Advances in Computer-Human Interactions ACHI. p. 185–191. Full text in Research Archive Show summary

  There are many reasons why artifacts and systems become difficult to use. In this paper, we investigate difficulties as a basis for design for ease of use. Difficulties may stem from the artifact or system itself, or from the artifact or system in use in context. Technology introduces new tasks, and both learning new tasks and unlearning the old ways pose challenges. We propose that users’ habits and previous knowledge are used as resources for design, and present a conceptual framework for design for coherence and simplicity from a user’s perspective.

• Verne, Guri Birgitte & Bratteteig, Tone (2016). Do-it-yourself services and work-like chores: on civic duties and digital public services. Personal and Ubiquitous Computing. ISSN 1617-4909. 20(4), p. 517–532. doi: 10.1007/s00779-016-0936-6. Full text in Research Archive
• Bratteteig, Tone & Verne, Guri Birgitte (2016). Does AI make PD obsolete?: exploring challenges from artificial intelligence to participatory design. In Bossen, Claus & Smith, Rachel (Ed.), PDC '16: Proceedings of the 14th Participatory Design Conference: Full papers - Volume 1 and 2. Association for Computing Machinery (ACM). ISSN 9781450340465. doi: 10.1145/3210604.3210646. Full text in Research Archive
• Bratteteig, Tone & Verne, Guri Birgitte (2016). From difficult artifacts to easy to use designs. ACHI, April 2016 , s 185-191. In Culén, Alma Leora; Miller, Leslie; Giannopulu, Irini & Gersbeck-Schierholz, Birgit (Ed.), ACHI 2016, The Ninth International Conference on Advances in Computer-Human Interactions. ThinkMind. ISSN 9781612084688. p. 185–191. Full text in Research Archive
• Bratteteig, Tone & Verne, Guri Birgitte (2016). Old Habits as a Resource for Design: On Learning and Un-learning Bodily Knowledge. International Journal on Advances in Intelligent Systems. 9(3&4), p. 496–506. Full text in Research Archive
• Verne, Guri Birgitte & Braaten, Ida (2014). Participation for the unengaged. In Clement, Andrew; Winschiers, Heike; D'Andrea, Vincenzo & Bødker, Keld (Ed.), Proceedings of the 13th Participatory Design Conference: Short Papers, Industry Cases, Workshop Descriptions, Doctoral Consortium papers, and Keynote abstracts - Volume 2. ACM Digital Library. ISSN 9781450332149. p. 1–4. doi: 10.1145/2662155.2662175. Full text in Research Archive
• Bratteteig, Tone & Verne, Guri Birgitte (2013). Creating a space for change within sociomaterial entanglements. Scandinavian Journal of Information Systems (SJIS). ISSN 0905-0167. 24(2), p. 105–114. Full text in Research Archive
• Bratteteig, Tone & Verne, Guri Birgitte (2013). Conditions for Autonomy in the Information Society: Disentangling as a public service. Scandinavian Journal of Information Systems (SJIS). ISSN 0905-0167. 24(2), p. 51–70. Full text in Research Archive
• Bratteteig, Tone & Verne, Guri Birgitte (2012). Conditions for autonomy in the information society : disentangling as a public service. Scandinavian Journal of Information Systems (SJIS). ISSN 0905-0167. 24(2), p. 51–71. Full text in Research Archive
• Bratteteig, Tone & Verne, Guri Birgitte (2012). Creating a space for change within sociomaterial entanglements. Scandinavian Journal of Information Systems (SJIS). ISSN 0905-0167. 24(2), p. 99–107. Full text in Research Archive
• Bratteteig, Tone & Verne, Guri Birgitte (2012). Disentangling for Autonomy: Understanding the Sociomaterial Practices of Public Services, Nordic Contributions in IS Research Third Scandinavian Conference on Information Systems, SCIS 2012, Sigtuna, Sweden, August 17–20, 2012. Proceedings. Springer. ISSN 9783642322693. p. 56–75. doi: 10.1007/978-3-642-32270-9_4. Full text in Research Archive
• Verne, Guri Birgitte (2011). Between the Citizens and the Web Pages is the Classification. In Leino, Timo (Eds.), Proceedings of IRIS 2011. TUCS. ISSN 9789521226489. p. 798–810. Full text in Research Archive
• Bratteteig, Tone & Verne, Guri (1997). Feminist, or merely critical? In search of gender perspectives in informatics. Ukjent. p. 59–74. Full text in Research Archive
• Verne, Guri & Bratteteig, Tone (1985). Kvinneperspektiv på informatikk - teori vs. praksis? Nytt om Kvinneforskning. ISSN 0333-0265. Full text in Research Archive

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• Verne, Guri Birgitte (2024). Two challenges to consider when designing with AI. Full text in Research Archive
• Verne, Guri Birgitte (2024). Forskningsmetoder innenfor informatikk. Full text in Research Archive
• Verne, Guri Birgitte (2023). Giving help or information? A human advisor and a chatbot answers requests from citizens. Verne, Guri (2023): Proceedings of 21st European Conference on Computer-Supported Cooperative Work. DOI: 10.48340/ecscw2023_ep07. European Society for Socially Embedded Technologies (EUSSET). EISSN: 2510-2591. Exploratory Papers. Trondheim, Norway. 5 June - 09 June, 2023. Full text in Research Archive
• Rydén, Hanne Sara-Maria Höglund; Hofmann, Sara & Verne, Guri Birgitte (2023). The self-serving citizen as a co-producer in the digital public service delivery. Full text in Research Archive
• Verne, Guri Birgitte (2023). Forskningsmetoder innenfor informatikk. Full text in Research Archive
• Verne, Guri Birgitte & Bratteteig, Tone (2023). Når bør en chatbot overlate samtalen til et menneske? [Journal]. titan.uio.no. Full text in Research Archive
• Verne, Guri Birgitte (2023). NRK P1, Ukeslutt, 27.6.2023, Om Analogt liv. [Radio]. NRK P1. Full text in Research Archive
• Verne, Guri Birgitte (2023). When is a digital public encounter? Investigating nature and scope from a citizen perspective. Full text in Research Archive
• Verne, Guri Birgitte (2022). Forskningsmetoder innenfor informatikk 2022. Full text in Research Archive
• Verne, Guri Birgitte (2022). Chatboter - er de til hjelp? Full text in Research Archive
• Verne, Guri Birgitte; Oskarsen, Johanne Svanes & Bratteteig, Tone (2022). The human touch meets digitalization: on discretion in digitized services. Full text in Research Archive
• Verne, Guri Birgitte (2022). Participatory design, public services and autonomous systems - Presentation to the NoBias Colloquium. Full text in Research Archive
• Hofmann, Sara; Madsen, Christian Østergaard; Lindgren, Ida & Verne, Guri Birgitte (2021). A citizen-centered analysis of what public services are suitable for digital communication channels. Full text in Research Archive
• Verne, Guri Birgitte (2021). Forskningsmetoder innenfor informatikk. FINF 4022. Full text in Research Archive
• Verne, Guri Birgitte (2021). Brukerstøtte i en komplisert forvaltning. Borgerne spør og chatbotene svarer. Full text in Research Archive
• Lilleby, Anton; Steffen, Marstein & Verne, Guri Birgitte (2021). They often avoid text. Chatbot for young adults with dyslexia. Full text in Research Archive
• Verne, Guri Birgitte (2020). On human autonomy - in the light of autonomous technologies. Full text in Research Archive
• Simonsen, Linett; Steinstø, Tina; Verne, Guri Birgitte & Bratteteig, Tone (2020). “I’m disabled and married to a foreign single mother”. Public service chatbot’s advice on citizens’ complex lives. Full text in Research Archive
• Hagen, Sverre Norberg-Schulz; Verne, Guri Birgitte & Bratteteig, Tone (2020). “All celebrities and sports on top”: Prototyping automation for and with editors. Full text in Research Archive
• Aspvin, Kathinka Olsrud & Verne, Guri Birgitte (2020). A Simple System for the Complicated Cases? Using Service Design Methods to Visualize Work Practice. Full text in Research Archive
• Verne, Guri Birgitte (2020). Adapting to a Robot: Adapting Gardening and the Garden to fit a Robot Lawn Mower. Full text in Research Archive
• Verne, Guri Birgitte (2020). Chatboter - er de til hjelp? Forelesning i FINF 4010 27. okt 2021. Full text in Research Archive
• Verne, Guri Birgitte (2020). Forskningsmetoder innenfor informatikk. Full text in Research Archive
• Bratteteig, Tone & Verne, Guri Birgitte (2018). Does AI make PD obsolete?: exploring challenges from artificial intelligence to participatory design. Full text in Research Archive
• Verne, Guri Birgitte (2017). «Vinnerne er de som har brukt den gamle selvangivelsen» Digitalisering, automatisering og borgerne. Full text in Research Archive
• Verne, Guri Birgitte (2017). Investigating inseparability, agency and becoming: Intra-acting with the robotic lawn mower. Full text in Research Archive
• Verne, Guri Birgitte (2017). “Was it easy”? “Yes”. “Will you use it”? “No”. Elderly Trying Out a Kinect Interface. Full text in Research Archive
• Verne, Guri Birgitte (2017). Some Aspects of Knowledge Work, Panel: Addressing Knowledge/Learning in a Smart World. Full text in Research Archive
• Verne, Guri Birgitte (2016). Users Need to Learn the Automation. Panel: Learning- and Knowledge-based Adaptive Human-Machine Interactions. Full text in Research Archive
• Verne, Guri Birgitte (2016). Digitalisering, automatisering og borgerne. Full text in Research Archive
• Bratteteig, Tone & Verne, Guri Birgitte (2016). From difficult artifacts to easy to use designs. Full text in Research Archive
• Verne, Guri Birgitte (2015). «Vinnerne er de som har brukt den gamle selvangivelsen» Automatisk skatt og borgerne. Full text in Research Archive
• Verne, Guri Birgitte (2014). «Vinnerne er de som har brukt den gamle selvangivelsen - Automatisert skatt og borgerne». Full text in Research Archive
• Verne, Guri Birgitte (2014). Citizens doing automated taxes - "The winners are those who have used the old paper form". Full text in Research Archive
• Verne, Guri Birgitte (2014). "The winners are those who have used the old paper form" Citizens doing automated tax - foredrag for Skattedirektoratet. Full text in Research Archive
• Verne, Guri Birgitte & Braaten, Ida (2014). Participation for the unengaged. Full text in Research Archive
• Verne, Guri Birgitte (2014). Citizens doing automated taxes. Computer Supported Cooperative Work meets e-government. Full text in Research Archive
• Verne, Guri Birgitte (2014). Automatisk skatt og borgerne. Full text in Research Archive
• Verne, Guri Birgitte & Bratteteig, Tone (2013). Doing taxes – between work and life. Full text in Research Archive
• Verne, Guri Birgitte (2013). Citizens doing automated tax. Full text in Research Archive
• Verne, Guri Birgitte (2013). Research overview: Citizens doing automated tax. Full text in Research Archive
• Verne, Guri Birgitte (2013). Phone or Web? Conditions for self-service and autonomy when doing tax. Full text in Research Archive
• Verne, Guri Birgitte (2013). What’s in a category?Telephone log as a record of citizens’ questions. Full text in Research Archive
• Verne, Guri Birgitte (2012). Two faces of autonomy. Full text in Research Archive
• Bratteteig, Tone & Verne, Guri Birgitte (2012). Disentangling for Autonomy. Understanding the sociomaterial practices of public services. Full text in Research Archive
• Verne, Guri Birgitte (2010). Skatteetaten mellom automatisering og autonomi. Full text in Research Archive
• Verne, Guri (1999). Feminist or merely critical? In search of gender perspectives in informatics. Full text in Research Archive
• Verne, Guri (1999). Elektronisk handel. Hva skjer i Norge og EU? Full text in Research Archive
• Verne, Guri (1999). Støtte til innholdsrettete prosjekter i Norge og EU. Full text in Research Archive
• Verne, Guri & Ottem, Lars (1997). MITD Documentation Adapting MITD DTD to XML. Ukjent. p. 20–20. Full text in Research Archive
• Bratteteig, Tone & Verne, Guri (1997). Feministisk eller bare kritisk: En diskusjon av fagkritikk innen informatikk. Kvinneforskning. ISSN 0806-6256. Full text in Research Archive
• Storrøsten, Marianne N. & Verne, Guri (1997). Creating (small) Community Networks. Full text in Research Archive
• Storrøsten, Marianne N.; Verne, Guri & Lous, Joachim (1997). Nærinfo, Informasjonsnettverk i nærmiljøet. Forprosjektrapport. Ukjent. p. 48–48. Full text in Research Archive
• Myrseth, Stein; Gritzman, Michael; Kluge, Anders; Lovett, Hilde M.; Maartmann-Moe, Erling & Sørensen, Tryggve E. [Show all 7 contributors for this article] (1995). Studier og anbefalinger av teknologi. Ukjent. Full text in Research Archive
• Verne, Guri (1994). Konvertering av dokumenter mellom forskjellige tekstbehandlere. Full text in Research Archive
• Verne, Guri (1994). Løsninger og begrensninger i dagens produkter. Full text in Research Archive
• Verne, Guri (1986). JSP-ES, et ekspertsystem til støtte for JSP-metoden. Full text in Research Archive
• Verne, Guri; Salvesen, Anne & Alm, Tore (1986). Ekspertsystem til støtte for JSP-metoden. Datatid. ISSN 0332-8171. Full text in Research Archive
• Verne, Guri (1985). Problemer med å være det underrepresenterte kjønn i et forskningsmiljø. Full text in Research Archive
• Verne, Guri & Skogseth, Gunn (1985). Requirements in a multimedia document system. Full text in Research Archive
• Verne, Guri (1985). Uoverensstemmelser mellom MHS og EAN. Full text in Research Archive
• Verne, Guri Birgitte (2015). "The winners are those who have used the old paper form". On citizens and automated public services. Universitetet i Oslo. Full text in Research Archive Show summary

  This thesis is about the relations between humans and machines, or more precisely, between humans and automation by way of ICTs. Automation can increase both human autonomy as well as human dependence on automation. While automation delegates the rule-based, often routine parts of a complex task to a machine, the most complicated tasks that cannot be automated are left to a human. This thesis is a critical research study of the relations between humans and machines in a sociomaterial perspective in the case of automation of taxes. The tax authorities, the citizens, the automation, the tax rules and regulations, and the online services are seen as entangled in a sociomaterial assemblage. This thesis reports from calls to the tax information call centre, with a focus on the issues experienced by the caller.

• Kamstrup, Gjertrud W. & Verne, Guri (1999). D41: Shipboard electronic documentation. ISSN 9788253904535. Full text in Research Archive
• Verne, Guri (1997). Maritime interactive electronic technical manuals, D14:Revised DTD. ISSN 9788253904399. Full text in Research Archive
• Gritzman, Michael & Verne, Guri (1992). Spesifikasjon av brukergrensesnitt og funksjonalitet for VØT-infrastruktur. Norsk Regnesentral. Full text in Research Archive
• Fallmyr, Terje; Skogseth, Gunn; Verne, Guri & Grimstad, Terje (1986). ISO arbeids- og plenarmøter i TC97/SC21. (Egham, England, 4th-23th September, 1986). Full text in Research Archive
• Verne, Guri (1985). Hvor står forskningen i informatikk? Full text in Research Archive

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