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Computer Supported Cooperative Work (CSCW)
Erschienen in: Computer Supported Cooperative Work (CSCW) 2-3/2009

01.06.2009

Time, Narratives and Participation Frameworks in Software Troubleshooting

verfasst von: Francesca Alby, Cristina Zucchermaglio

Erschienen in: Computer Supported Cooperative Work (CSCW) | Ausgabe 2-3/2009

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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.
Vorheriger Artikel Designing for Diagnosing: Introduction to the Special Issue on Diagnostic Work
Nächster Artikel “You Are Well Clear of Friendlies”: Diagnostic Error and Cooperative Work in an Iraq War Friendly Fire Incident

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Fußnoten
1
The participants' and the company’s names have been changed, although they agreed to the use of research data for any scientific purpose.
 
2
The use of the term “broken” (as the Italian “rotta”) for a page indicates that designers are constantly aware of the programs that are “behind” the website’s pages and make them active and functioning.
 
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Metadaten
Titel
Time, Narratives and Participation Frameworks in Software Troubleshooting
verfasst von
Francesca Alby
Cristina Zucchermaglio
Publikationsdatum
01.06.2009
Verlag
Springer Netherlands
Erschienen in
Computer Supported Cooperative Work (CSCW) / Ausgabe 2-3/2009
Print ISSN: 0925-9724
Elektronische ISSN: 1573-7551
DOI
https://doi.org/10.1007/s10606-008-9090-7

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