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Published in:
Research ‘In the Wild’ Read chapter Read first chapter

2020 | OriginalPaper | Chapter

Deeper into the Wild: Technology Co-creation Across Corporate Boundaries

Authors : Tommaso Colombino, Jutta Willamowski, Antonietta Grasso, Benjamin V. Hanrahan

Published in: Into the Wild: Beyond the Design Research Lab

Publisher: Springer International Publishing

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Abstract

This chapter provides some reflection on a research project conducted over the course of three years that started with a series of ethnographic studies of outsourced customer contact centres (or call centres) operating on behalf of large telecommunications companies.

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previous chapter “Research in the Wild”: Approaches to Understanding the Unremarkable as a Resource for Design
next chapter HCI in the Wild Mêlée of Office Life—Explorations in Breaching the PC Data Store
Footnotes
Literature
Bittner, E. (1965). The concept of organization. Social Research, 32, 230–255.
Castellani, S., Hanrahan, B., Colombino, T., & Grasso, A. (2013). Game mechanisms for production environments. In CHI 2013 Workshop on Designing Gamification: Creating Gameful and Playful Experiences, Paris, France.
Chamberlain, A., Crabtree, A., & Davies, M. (2013). Community engagement for research: Contextual design in rural CSCW system development. In C&T 13: Proceedings of the 6th International Conference on Communities and Technologies, Munich.
Colombino, T., Castellani, S., Grasso, A., & Willamowski, J. (2012). Agentville: Supporting situational awareness and motivation in call centres. In Proceedings of the 10th International Conference on the Design of Cooperative Systems, Marseille, France.
Colombino, T., Hanrahan, B., & Castellani, S. (2014). Lessons learned working with performance data in call centres. In Proceedings of the 11th International Conference on the Design of Cooperative Systems, Nice, France.
Crabtree, A. (2004). Design in the absence of practice: Breaching experiments. In DIS 2004, Cambridge, Massachusetts.
Crabtree, A., Rouncefield, M., & Tolmie, P. (2012). Doing design ethnography. Springer.
Garfinkel, H. (1967). Studies in ethnomethodology. London: Polity Press.
Rogers, Y., & Marshall, P. (2017). Research in the wild. Morgan & Claypool.
Sharrock, W. (2011). The project as an organisational environment for the division of labour. In Ethnomethodology at work (pp. 19–35). Farnham: Ashgate.
Metadata
Title
Deeper into the Wild: Technology Co-creation Across Corporate Boundaries
Authors
Tommaso Colombino
Jutta Willamowski
Antonietta Grasso
Benjamin V. Hanrahan
Copyright Year
2020
Book
Into the Wild: Beyond the Design Research Lab

Print ISBN: 978-3-030-18018-8

Electronic ISBN: 978-3-030-18020-1

Copyright Year: 2020

DOI
https://doi.org/10.1007/978-3-030-18020-1_4

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