Alby2009

From emcawiki
Jump to: navigation, search
Alby2009
BibType ARTICLE
Key Alby2009
Author(s) Francesca Alby, Cristina Zucchermaglio
Title Time, narratives and participation frameworks in software troubleshooting
Editor(s)
Tag(s) EMCA, Time, Participation, Software, HCI, Workplace studies
Publisher
Year 2009
Language
City
Month
Journal Computer Supported Cooperative Work
Volume 18
Number 2-3
Pages 129–146
URL Link
DOI 10.1007/s10606-008-9090-7
ISBN
Organization
Institution
School
Type
Edition
Series
Howpublished
Book title
Chapter

Download BibTex

Abstract

The paper problematizes diagnostic work as a solely technical and rational activity by presenting an analysis focused on the social and organizational practices in which diagnosis is embedded. The analysis of a troubleshooting episode in an Italian internet company shows how diagnostic work is realized: 1) through collaboration sustained by specific knowledge distribution among designers (different but overlapping competences); 2) intersubjectively and discursively as an activity characterized by specific and diverse forms of participation and interwined with material intervention in the system; 3) following a situated rationality which proceeds by gradual approximations to achieve partial or provisional solutions while also taking account of organizational goals and needs. In particular the paper discusses how diagnosis is shaped by time pressure, flexible roles and distributed responsibilities, absent participants, narratives as specialized discourses.

Notes