Journal Article

Activity Theory and System Design: A View from the Trenches

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Date

2002, 2002

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Source

Computer Supported Cooperative Work (CSCW): Vol. 11

Publisher

Springer

Abstract

An activity theory model and a mediatingartifacts hierarchy were employed to helpidentify the needs for tools for customersupport engineers who documented solutions tocustomer problems, a knowledge authoring activity. This activity also involves customersupport engineers who assist Hewlett-Packardsoftware product users. The particular toolsto be designed were knowledge-authoring toolsembedded in the customer support trackingapplication suite, SupportTracker. The researchanalyzed the role of tensions between theelements of Engeström's activity theorymodel. The research also explored the benefitsof specific interpretations of Engeström'srefinement of Wartofsky's mediating artifactshierarchy. The hierarchy contributed to theidentification of desired characteristics ofmediating artifacts, particularly tools. Thefindings included an interpretation of the``where-to'' artifact concept as supporting anunderstanding of the entire activity system asan evolving entity. Specific interventionswere used to achieve a positive impact on theevolution of the activity system.

Description

Collins, Patricia; Shukla, Shilpa; Redmiles, David (2002): Activity Theory and System Design: A View from the Trenches. Computer Supported Cooperative Work (CSCW): Vol. 11. DOI: 10.1023/A:1015219918601. Springer. PISSN: 1573-7551. pp. 55-80

Keywords

activity theory, communities of practice, customer support organization, field study, intervention, knowledge authoring and maintenance, mediating means, requirements engineering, software design

Citation

DOI

10.1023/A:1015219918601

URI

URI

http://dx.doi.org/10.1023/A:1015219918601
 https://dl.eusset.eu/handle/20.500.12015/3596

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JCSCW Vol. 11 (2002)

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Referenced By

Number of citations to item: 36

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  • Daniel E. O’Leary (2010): An Activity Theory Analysis of RFID in Hospitals, In: International Journal of Applied Logistics 2(1), doi:10.4018/jal.2010040105
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  • Demetris Lazarou, Rosamund Sutherland, Sibel Erduran (2016): Argumentation in science education as a systemic activity: An activity-theoretical perspective, In: International Journal of Educational Research, doi:10.1016/j.ijer.2016.07.008
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