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Computer Supported Cooperative Work (CSCW)

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01-06-2009

Designing for Diagnosing: Introduction to the Special Issue on Diagnostic Work

Authors: Monika Büscher, Jacki O’Neill, John Rooksby

Published in: Computer Supported Cooperative Work (CSCW) | Issue 2-3/2009

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Abstract

When faced with anything out of the ordinary, faulty or suspicious, the work of determining and categorizing the trouble, and scoping for what to do about it (if anything) often go hand in hand—this is diagnostic work. In all its expert and non-expert forms diagnostic work is often both intellectual and embodied, collaborative and distributed, and ever more deeply entangled with technologies. Yet, it is often poorly supported by them. In this special issue we show that diagnostic work is an important and pervasive aspect of people’s activities at work, at home, and on the move. The papers published in this Special Issue come from a range of domains including, ambulance dispatch, a friendly fire incident and anomaly response for the NASA space shuttle; software, network and photocopier troubleshooting; and users attempting to use a new travel management system. These papers illustrate the variety of work that may be thought of as diagnostic. We hope that bringing a focus on diagnostic work to these diverse practices and situations opens up a rich vein of inquiry for CSCW scholars, designers, and users.

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Title: Designing for Diagnosing: Introduction to the Special Issue on Diagnostic Work
Authors: Monika Büscher
Jacki O’Neill
John Rooksby
Publication date: 01-06-2009
Publisher: Springer Netherlands
Published in: Computer Supported Cooperative Work (CSCW) / Issue 2-3/2009
Print ISSN: 0925-9724
Electronic ISSN: 1573-7551
DOI: https://doi.org/10.1007/s10606-009-9092-0

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Cooperative Advocacy: An Approach for Integrating Diverse Perspectives in Anomaly Response

Designing Technology as an Embedded Resource for Troubleshooting

“You Are Well Clear of Friendlies”: Diagnostic Error and Cooperative Work in an Iraq War Friendly Fire Incident

The Home Network as a Socio-Technical System: Understanding the Challenges of Remote Home Network Problem Diagnosis

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