Layers of Silence, Arenas of Voice: The Ecology of Visible and Invisible Work

Star, Susan Leigh; Strauss, Anselm

doi:10.1023/A:1008651105359

Journal Article

Layers of Silence, Arenas of Voice: The Ecology of Visible and Invisible Work

Document type

Text/Journal Article

Date

1999, 1999

Authors

Star, Susan Leigh

Strauss, Anselm

Source

Computer Supported Cooperative Work (CSCW): Vol. 8, No. 1-2

Publisher

Springer

Abstract

No work is inherently either visible or invisible. We always “see” work through a selection of indicators: straining muscles, finished artifacts, a changed state of affairs. The indicators change with context, and that context becomes a negotiation about the relationship between visible and invisible work. With shifts in industrial practice these negotiations require longer chains of inference and representation, and may become solely abstract. This article provides a framework for analyzing invisible work in CSCW systems. We sample across a variety of kinds of work to enrich the understanding of how invisibility and visibility operate. Processes examined include creating a “non-person” in domestic work; disembedding background work; and going backstage. Understanding these processes may inform the design of CSCW systems and the development of related social theory.

Star, Susan Leigh; Strauss, Anselm (1999): Layers of Silence, Arenas of Voice: The Ecology of Visible and Invisible Work. Computer Supported Cooperative Work (CSCW): Vol. 8, No. 1-2. DOI: 10.1023/A:1008651105359. Springer. PISSN: 1573-7551. pp. 9-30

Keywords

articulation work, cooperative work, feminism, invisible work, requirements analysis, social informatics

DOI

10.1023/A:1008651105359

URI

http://dx.doi.org/10.1023/A:1008651105359
https://dl.eusset.eu/handle/20.500.12015/3553

Collections

JCSCW Vol. 08 (1999)

Full item page

Number of citations to item: 878

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Alev Coban (2024): Chapter 10 Resisting - Incalculable and Unloved Working Conditions, In: Sozial- und Kulturgeographie, doi:10.14361/9783839467077-015

Ibrahim Loukili, Nicole S. Goedhart, Teun Zuiderent-Jerak, Christine Dedding (2024): Digitalizing Access to Care: How Self-Check-In Kiosks Shape Access to Care and Efficiency of Hospital Services, In: Media and Communication, doi:10.17645/mac.8116

Frauke Mörike (2021): Inverted Hierarchies on the Shop Floor: The Organisational Layer of Workarounds for Collaboration in the Metal Industry, In: Computer Supported Cooperative Work (CSCW) 1(31), doi:10.1007/s10606-021-09415-2

Benedikt Fecher, Rebecca Kahn, Nataliia Sokolovska, Teresa Völker, Philip Nebe (2021): Making a Research Infrastructure: Conditions and Strategies to Transform a Service into an Infrastructure, In: Science and Public Policy 4(48), doi:10.1093/scipol/scab026

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Craig Niederberger (2017): Re: Emoting Infertility Online: A Qualitative Analysis of Men’s Forum Posts, In: Journal of Urology 2(197), doi:10.1016/j.juro.2016.11.006

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Francesca H. Dakin, Sarah Rybczynska-Bunt, Rebecca Rosen, Aileen Clarke, Trisha Greenhalgh (2024): Access and triage in contemporary general practice: A novel theory of digital candidacy, In: Social Science & Medicine, doi:10.1016/j.socscimed.2024.116885

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Alev Coban (2024): Acknowledgements, In: Sozial- und Kulturgeographie, doi:10.14361/9783839467077-001

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Leonie Jahn, Philip Engelbutzeder, Dave Randall, Yannick Bollmann, Vasilis Ntouros, Lea Katharina Michel, Volker Wulf (2024): In Between Users and Developers: Serendipitous Connections and Intermediaries in Volunteer-Driven Open-Source Software Development, In: Proceedings of the CHI Conference on Human Factors in Computing Systems, doi:10.1145/3613904.3642541

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John Meluso, Cassandra R. Chambers, Richard Littauer, Nerea Llamas, Elizabeth Long Lingo, Marlene Mhangami, Beck Pitt, Violetta Splitter, Huajin Wang (2024): Opening Up: Interdisciplinary Guidance for Managing Open Ecosystems, In: SSRN Electronic Journal, doi:10.2139/ssrn.4821969

Anna Mann (2023): ‘To improve quality of life’: Diverging enactments of a value in nephrology clinical practices, In: Health: An Interdisciplinary Journal for the Social Study of Health, Illness and Medicine 5(28), doi:10.1177/13634593231200128

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Valeria Borsotti, Andrew Begel, Pernille Bjørn (2024): Neurodiversity and the Accessible University: Exploring Organizational Barriers, Access Labor and Opportunities for Change, In: Proceedings of the ACM on Human-Computer Interaction CSCW1(8), doi:10.1145/3641011

Maike Hecht, Susanne Maaß, Yuliya Pysarenko, Carola Schirmer (2011): Diversität im Blick: Ein Modell für die partizipative Software-Migration, In: Mensch & Computer 2011, doi:10.1524/9783486712742.91

Babak A. Farshchian, Thomas Vilarinho, Marius Mikalsen (2017): From Episodes to Continuity of Care: a Study of a Call Center for Supporting Independent Living, In: Computer Supported Cooperative Work (CSCW) 3(26), doi:10.1007/s10606-017-9262-4

Matilde Carrera, Aja Watkins (2023): Review of Caitlin Donahue Wylie’s Preparing Dinosaurs: The Work Behind the Scenes - Caitlin Donahue Wylie, Preparing Dinosaurs: The Work Behind the Scenes. Cambridge, MA: MIT Press (2021), 264 pp. $75.00 (paperback), In: Philosophy of Science 2(91), doi:10.1017/psa.2023.89

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Judith Wolf (2012): Le travail en chambre mortuaire : invisibilité et gestion en huis clos, In: Sociologie du Travail 2(54), doi:10.1016/j.soctra.2012.03.023

Tianling Yang, Milagros Miceli (2024): "Guilds" as Worker Empowerment and Control in a Chinese Data Work Platform, In: Proceedings of the ACM on Human-Computer Interaction CSCW2(8), doi:10.1145/3686904

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Kotaro Hara, Abigail Adams, Kristy Milland, Saiph Savage, Chris Callison-Burch, Jeffrey P. Bigham (2018): A Data-Driven Analysis of Workers' Earnings on Amazon Mechanical Turk, In: Proceedings of the 2018 CHI Conference on Human Factors in Computing Systems, doi:10.1145/3173574.3174023

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Elle Christine Lüchau, Finn Olesen, Helen Atherton, Jens Søndergaard, Elisabeth Assing Hvidt (2024): The invisible work of video consultation use in Danish general practice: An ethnographic study, In: DIGITAL HEALTH, doi:10.1177/20552076241291333

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Hunter Akridge, Bonnie Fan, Alice Xiaodi Tang, Chinar Mehta, Nikolas Martelaro, Sarah E Fox (2024): “The bus is nothing without us”: Making Visible the Labor of Bus Operators amid the Ongoing Push Towards Transit Automation, In: Proceedings of the CHI Conference on Human Factors in Computing Systems, doi:10.1145/3613904.3642714

Jérôme Denis, Samuel Goëta (2017): Rawification and the careful generation of open government data, In: Social Studies of Science 5(47), doi:10.1177/0306312717712473

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Ellen Balka, Ina Wagner (2020): A Historical View of Studies of Women’s Work, In: Computer Supported Cooperative Work (CSCW) 2(30), doi:10.1007/s10606-020-09387-9

Tiziana Beltrame, Ashveen Peerbaye (2018): Prendre soin des infrastructures. Introduction à la traduction de « L’ethnographie des infrastructures » de Susan Leigh Star, In: Tracés 35, doi:10.4000/traces.8443

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Anna MacLeod, Paula Cameron, Victoria Luong, George Kovacs, Lucy Patrick, Molly Fredeen, Olga Kits, Jonathan Tummons (2022): Negotiating humanity: an ethnography of cadaver-based simulation, In: Advances in Health Sciences Education 1(28), doi:10.1007/s10459-022-10152-4

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Anna Dowrick, Sue Ziebland, Tanvi Rai, Claire Friedemann Smith, Brian D Nicholson (2024): A manifesto for improving cancer detection: four key considerations when implementing innovations across the interface of primary and secondary care, In: The Lancet Oncology 8(25), doi:10.1016/s1470-2045(24)00102-5

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Jenifer A. Buckley (2015): Food safety regulation and small processing: A case study of interactions between processors and inspectors, In: Food Policy, doi:10.1016/j.foodpol.2014.12.009

Margaret Jack, Jay Chen, Steven J. Jackson (2017): Infrastructure as Creative Action, In: Proceedings of the 2017 CHI Conference on Human Factors in Computing Systems, doi:10.1145/3025453.3025889

Daniela K. Rosner, Samantha Shorey, Brock R. Craft, Helen Remick (2018): Making Core Memory, In: Proceedings of the 2018 CHI Conference on Human Factors in Computing Systems, doi:10.1145/3173574.3174105

Julia Swallow, Anne Kerr, Choon Key Chekar, Sarah Cunningham-Burley (2020): Accomplishing an adaptive clinical trial for cancer: Valuation practices and care work across the laboratory and the clinic, In: Social Science & Medicine, doi:10.1016/j.socscimed.2020.112949

Peter Gronn (2000): Distributed Properties, In: Educational Management & Administration 3(28), doi:10.1177/0263211x000283006

Michael Muller (2011): Feminism asks the “Who” questions in HCI, In: Interacting with Computers 5(23), doi:10.1016/j.intcom.2011.02.001

Jannine van Schothorst–van Roekel, Anne Marie J.W.M. Weggelaar-Jansen, Carina C.G.J.M. Hilders, Antoinette A. De Bont, Iris Wallenburg (2021): Nurses in the lead: a qualitative study on the development of distinct nursing roles in daily nursing practice, In: BMC Nursing 1(20), doi:10.1186/s12912-021-00613-3

Irene van Oorschot (2014): Seeing the Case Clearly: File‐Work, Material Mediation, and Visualizing Practices in a Dutch Criminal Court, In: Symbolic Interaction 4(37), doi:10.1002/symb.126

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Christine T. Wolf (2019): Professional Identity and Information Use: On Becoming a Machine Learning Developer, In: Lecture Notes in Computer Science, doi:10.1007/978-3-030-15742-5_59

Leysan Nurgalieva, Alisa Frik, Francesco Ceschel, Serge Egelman, Maurizio Marchese (2019): Information Design in An Aged Care Context, In: Proceedings of the 13th EAI International Conference on Pervasive Computing Technologies for Healthcare, doi:10.1145/3329189.3329211

Florian Jaton, Dominique Vinck (2016): Unfolding frictions in database projects, In: Revue d'anthropologie des connaissances 4(10), doi:10.3917/rac.033.a

Anna Mann, Luca Chiapperino (2023): Critiques from within. A modest proposal for reclaiming critique for responsible innovation, In: Journal of Responsible Innovation 1(10), doi:10.1080/23299460.2023.2249751

Mariacristina Sciannamblo, Marisa Leavitt Cohn, Peter Lyle, Maurizio Teli (2021): Caring and Commoning as Cooperative Work, In: Proceedings of the ACM on Human-Computer Interaction CSCW1(5), doi:10.1145/3449200

Airi Lampinen, Rob Comber, Srravya Chandhiramowuli, Naja Holten Møller, Alex S. Taylor (2024): The Work of AI: Mapping Human Labour in the AI Pipeline, In: Companion Publication of the 2024 Conference on Computer-Supported Cooperative Work and Social Computing, doi:10.1145/3678884.3681825

Elena Aronova (2017): Citizen Seismology, Stalinist Science, and Vladimir Mannar’s Cold Wars, In: Science, Technology, & Human Values 2(42), doi:10.1177/0162243916687643

Alev Coban (2024): Chapter 1 Introduction: The Postcolonial Making of Technology, In: Sozial- und Kulturgeographie, doi:10.14361/9783839467077-003

Stephan Dahmen (2024): Technologien der Personenbewertung im organisierten Kinderschutz, In: Organisationssoziologie, doi:10.1007/978-3-658-45259-9_7

Camille Girard-Chanudet (2023): « Mais l’algo, là, il va mimer nos erreurs ! », In: Réseaux 4(N° 240), doi:10.3917/res.240.0111

Anne Marie Kanstrup, Ann Bygholm (2019): The Lady with the Roses and Other Invisible Users: Revisiting Unused Data on Nursing Home Residents in Living Labs, In: Ageing and Digital Technology, doi:10.1007/978-981-13-3693-5_2

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Carolyn Petersen (2018): Patient informaticians: Turning patient voice into patient action, In: JAMIA Open 2(1), doi:10.1093/jamiaopen/ooy014

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Deborah E. Davies (2019): Subterranean to Skyline—Street Trees as Boundary Agents in the Composition of the Street Section, In: Sustainable Places 2019, doi:10.3390/proceedings2019020026

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Gunnar Ellingsen, Cathrine Arntzen, Lina Forslund, Morten Nikolaisen, Marianne Eliassen, Astrid Gramstad, Unn Manskow (2023): Designing digital systems for rehabilitation practices, In: Tidsskrift for omsorgsforskning 2(9), doi:10.18261/tfo.9.2.6

Jennifer G. Kim, Hwajung Hong, Karrie Karahalios (2018): Understanding Identity Presentation in Medical Crowdfunding, In: Proceedings of the 2018 CHI Conference on Human Factors in Computing Systems, doi:10.1145/3173574.3173708

Isabel Briz Hernández (2024): Miscellaneous Care: Bridging the In-between of Translational Medicine, In: Science, Technology, & Human Values 2(50), doi:10.1177/01622439231223787

Suzanne Grant, Jessica Mesman, Bruce Guthrie (2016): Spatio‐Temporal Elements of Articulation Work in the Achievement of Repeat Prescribing Safety in UK General Practice, In: The Sociology of Healthcare Safety and Quality, doi:10.1002/9781119276371.ch8

Christina Mörtberg, Tone Bratteteig, Ina Wagner, Dagny Stuedahl, Andrew Morrison (2010): Methods That Matter in Digital Design Research, In: Computer Supported Cooperative Work, doi:10.1007/978-1-84996-223-0_4

Mirjam Landowski, Jana-Sophie Effert, Franziska Günther, Markus Tebart, Frauke Moerike (2024): Beyond Hallway Chats ? Negotiating Content Awareness in Hybrid Work Practices, In: Proceedings of Mensch und Computer 2024, doi:10.1145/3670653.3677523

Maria Laura Toraldo, Lia Tirabeni, Maddalena Sorrentino (2021): When Technology is Taken for Granted: The Paradox of Co-working, In: Lecture Notes in Information Systems and Organisation, doi:10.1007/978-3-030-86858-1_5

JELENA GOLUBOVIĆ, KATHLEEN INGLIS, CHEYANNE CONNELL (2022): Gendered disruptions in academic publishing during COVID‐19, In: American Ethnologist 4(49), doi:10.1111/amet.13106

(2022): Conserver le vivant, In: Conserver le vivant, doi:10.3917/edmat.guche.2022.01.0317

Alena Thiel (2024): Health-in-all, Data Harmonisation, and Cross-sectoral Collaboration in Ghana’s Health Sector, In: The Social Life of Health Data, doi:10.1007/978-981-97-3500-6_7

Anna MacLeod, Olga Kits, Karen Mann, Jonathan Tummons, Keith W. Wilson (2016): The invisible work of distributed medical education: exploring the contributions of audiovisual professionals, administrative professionals and faculty teachers, In: Advances in Health Sciences Education 3(22), doi:10.1007/s10459-016-9695-4

Noopur Raval, Joyojeet Pal (2019): Making a "Pro": 'Professionalism' after Platforms in Beauty-work, In: Proceedings of the ACM on Human-Computer Interaction CSCW(3), doi:10.1145/3359277

Ninna Meier (2015): Configurations of leadership practices in hospital units, In: Journal of Health Organization and Management 7(29), doi:10.1108/jhom-01-2014-0009

Chiara Rossitto (2021): Political Ecologies of Participation, In: Proceedings of the ACM on Human-Computer Interaction CSCW1(5), doi:10.1145/3449286

Cella M Sum, Rahaf Alharbi, Franchesca Spektor, Cynthia L Bennett, Christina N Harrington, Katta Spiel, Rua Mae Williams (2022): Dreaming Disability Justice in HCI, In: CHI Conference on Human Factors in Computing Systems Extended Abstracts, doi:10.1145/3491101.3503731

Jennifer G. Kim, Kristen Vaccaro, Karrie Karahalios, Hwajung Hong (2017): "Not by Money Alone", In: Proceedings of the 2017 ACM Conference on Computer Supported Cooperative Work and Social Computing, doi:10.1145/2998181.2998245

Marta Choroszewicz (2023): (In)visible everyday work of fostering a data‐driven healthcare and social service organisation, In: New Technology, Work and Employment 1(39), doi:10.1111/ntwe.12270

Lizzie Richardson (2024): Automated office infrastructures and the valuation of work, In: Environment and Planning D: Society and Space, doi:10.1177/02637758231218799

Myriam Karoui, Aurélie Dudezert, Dorothy E. Leidner (2015): Strategies and symbolism in the adoption of organizational social networking systems, In: The Journal of Strategic Information Systems 1(24), doi:10.1016/j.jsis.2014.11.003

Alev Coban (2024): Storytelling: Affective Promises and Performances about Technology, In: Sozial- und Kulturgeographie, doi:10.14361/9783839467077-005

Gemma Newlands (2021): Lifting the curtain: Strategic visibility of human labour in AI-as-a-Service, In: Big Data & Society 1(8), doi:10.1177/20539517211016026

Gabriel Grill (2024): Constructing Capabilities: The Politics of Testing Infrastructures for Generative AI, In: The 2024 ACM Conference on Fairness, Accountability, and Transparency, doi:10.1145/3630106.3659009

Helena Karasti, Karen S. Baker, Eija Halkola (2006): Enriching the Notion of Data Curation in E-Science: Data Managing and Information Infrastructuring in the Long Term Ecological Research (LTER) Network, In: Computer Supported Cooperative Work (CSCW) 4(15), doi:10.1007/s10606-006-9023-2

Alev Coban (2024): Chapter 4 Tangible Tech Stories - The Embodied Performances of Visitor Tours, In: Sozial- und Kulturgeographie, doi:10.14361/9783839467077-007

Jude Robinson, Olivia Howland (2021): Visible and invisible risks: Exploring washing and hygiene practices with women living on low income in Kenya, In: Global Public Health 6(17), doi:10.1080/17441692.2021.1887314

Sabina Auhunas, Stephanie Hagemann-Wilholt, Christian Hauschke, Benjamin Kampe, Tetiana Rudakova, Viktor Shapovalov, Yevhenii Shapovalov (2024): Persistent conference identifiers in CRIS – first implementations with VIVO and URIS, In: Procedia Computer Science, doi:10.1016/j.procs.2024.11.071

Alev Coban (2024): Chapter 8 Love - The Careful Making of Technologies, In: Sozial- und Kulturgeographie, doi:10.14361/9783839467077-013

Simon Kristoffer Johansen, Liam Maclachlan, Ramie Hillier, Glenn Taylor, Rebecca Mellor, Michael Skovdal Rathleff, Bill Vicenzino (2022): Exploring patients' and physiotherapists' visions on modelling treatments and optimising self-management strategies for patellofemoral pain: A future workshop approach., In: Musculoskeletal Science and Practice, doi:10.1016/j.msksp.2022.102567

Amelia Acker (2020): Emulation encounters: Software preservation in libraries, archives, and museums, In: Proceedings of the Association for Information Science and Technology 1(57), doi:10.1002/pra2.279

Jeanette Blomberg, Helena Karasti (2013): Reflections on 25 Years of Ethnography in CSCW, In: Computer Supported Cooperative Work (CSCW) 4-6(22), doi:10.1007/s10606-012-9183-1

(2020): Work Without Sweating, In: Invisibility by Design, doi:10.1215/9781478007180-005

Helena Karasti, Jeanette Blomberg (2017): Studying Infrastructuring Ethnographically, In: Computer Supported Cooperative Work (CSCW) 2(27), doi:10.1007/s10606-017-9296-7

Caitlin Donahue Wylie (2019): Overcoming the underdetermination of specimens, In: Biology & Philosophy 2(34), doi:10.1007/s10539-019-9674-2

Hee Rin Lee, Xiaobo Tan, Wenlong Zhang, Yiming Deng, Yongming Liu (2023): Situating Robots in the Organizational Dynamics of the Gas Energy Industry: A Collaborative Design Study, In: 2023 32nd IEEE International Conference on Robot and Human Interactive Communication (RO-MAN), doi:10.1109/ro-man57019.2023.10309385

Susana Costa (2017): Visibilities, invisibilities and twilight zones at the crime scene in Portugal, In: New Genetics and Society 4(36), doi:10.1080/14636778.2017.1394835

Samantha Dalal, Ngan Chiem, Nikoo Karbassi, Yuhan Liu, Andrés Monroy-Hernández (2023): Understanding Human Intervention in the Platform Economy: A case study of an indie food delivery service, In: Proceedings of the 2023 CHI Conference on Human Factors in Computing Systems, doi:10.1145/3544548.3581517

Helle Krone-Hjertstrøm, Bente Norbye, Birgit Abelsen, Aud Obstfelder (2021): Organizing work in local service implementation: an ethnographic study of nurses’ contributions and competencies in implementing a municipal acute ward, In: BMC Health Services Research 1(21), doi:10.1186/s12913-021-06869-4

Roderic N. Crooks (2018): Times Thirty: Access, Maintenance, and Justice, In: Science, Technology, & Human Values 1(44), doi:10.1177/0162243918783053

Mark Palmer, Yann Truong (2019): Introduction to the special issue on the nature of industrial marketing work, In: Industrial Marketing Management, doi:10.1016/j.indmarman.2019.02.004

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Trisha Greenhalgh, Joseph Wherton, Sara Shaw, Chrysanthi Papoutsi, Shanti Vijayaraghavan, Rob Stones (2019): Infrastructure Revisited: An Ethnographic Case Study of how Health Information Infrastructure Shapes and Constrains Technological Innovation (Preprint), doi:10.2196/preprints.16093

Milagros Miceli, Julian Posada, Tianling Yang (2022): Studying Up Machine Learning Data, In: Proceedings of the ACM on Human-Computer Interaction GROUP(6), doi:10.1145/3492853

Apurv Mehra, Srihari Muralidhar, Sambhav Satija, Anupama Dhareshwar, Jacki O'Neill (2018): Prayana, In: Proceedings of the 2018 CHI Conference on Human Factors in Computing Systems, doi:10.1145/3173574.3173963

Mary Louisa Simpson, Kirstie McAllum, Stephanie Fox, Christine Unson, Te Oha Hancock, Ahera Carlson (2024): Love, support and structural holes: Māori whānau carer experiences in collective family care systems, In: Ageing and Society, doi:10.1017/s0144686x24000448

William C. Barley, Jeffrey W. Treem, Timothy Kuhn (2018): Valuing Multiple Trajectories of Knowledge: A Critical Review and Agenda for Knowledge Management Research, In: Academy of Management Annals 1(12), doi:10.5465/annals.2016.0041

SHAHEEN AMIREBRAHIMI (2016): The Rise of the User and the Fall of People: Ethnographic Cooptation and a New Language of Globalization, In: Ethnographic Praxis in Industry Conference Proceedings 1(2016), doi:10.1111/1559-8918.2016.01077

J. Vacherand-Revel (2017): Le travail coopératif d’équipes de projet d’ingénierie à l’épreuve de l’activité en réunion médiatisée et multi-localisée, In: Psychologie du Travail et des Organisations 2(23), doi:10.1016/j.pto.2017.01.010

Molly V. Shea, A. Susan Jurow, Jovita Schiffer, Meg Escudé, Aurora Torres (2023): Infrastructural injustices in community‐driven afterschool<scp>STEAM</scp>, In: Journal of Research in Science Teaching 8(60), doi:10.1002/tea.21852

Ros Williams, Catherine Will, Kate Weiner, Flis Henwood (2020): Navigating standards, encouraging interconnections: infrastructuring digital health platforms, In: Information, Communication & Society 8(23), doi:10.1080/1369118x.2019.1702709

Suzanne Grant, Katherine Checkland, Paul Bowie, Bruce Guthrie (2017): The role of informal dimensions of safety in high-volume organisational routines: an ethnographic study of test results handling in UK general practice, In: Implementation Science 1(12), doi:10.1186/s13012-017-0586-8

Attila Bruni, Francesco Miele, Enrico Maria Piras (2019): ‘Homemade’: Building, mending, and coordinating a care network, In: Social Science & Medicine, doi:10.1016/j.socscimed.2019.112449

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Layers of Silence, Arenas of Voice: The Ecology of Visible and Invisible Work

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