Time, Narratives and Participation Frameworks in Software Troubleshooting
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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.
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Number of citations to item: 9
- Jacki O’Neill (2010): Making and Breaking Troubleshooting Logics: Diagnosis in Office Settings, In: Ethnographies of Diagnostic Work, doi:10.1057/9780230296930_3
- Jennifer M. Allen, Leo Gugerty, Eric R. Muth, Jenna L. Scisco (2013): Remote Technical Support Requires Diagnosing the End User (Customer) as well as the Computer, In: Human–Computer Interaction 5(28), doi:10.1080/07370024.2013.770360
- Naja Holten Møller, Pernille Bjørn (2011): Layers in Sorting Practices: Sorting out Patients with Potential Cancer, In: Computer Supported Cooperative Work (CSCW) 3(20), doi:10.1007/s10606-011-9133-3
- John Rooksby, Mark Rouncefield, Ian Sommerville (2009): Testing in the Wild: The Social and Organisational Dimensions of Real World Practice, In: Computer Supported Cooperative Work (CSCW) 5-6(18), doi:10.1007/s10606-009-9098-7
- Esther van Loon, Teun Zuiderent-Jerak, Roland Bal (2013): Diagnostic Work through Evidence-Based Guidelines: Avoiding Gaps Between Development and Implementation of a Guideline for Problem Behaviour in Elderly Care, In: Science as Culture 2(23), doi:10.1080/09505431.2013.809411
- Francesca Alby, Cristina Zucchermaglio, Marilena Fatigante (2022): Becoming a Psychotherapist: Learning Practices and Identity Construction Across Communities of Practice, In: Frontiers in Psychology, doi:10.3389/fpsyg.2021.770749
- Hansun Zhang Waring (2023): Presenting a united front at the dinner table: The case of merged speakership and merged recipiency, In: Language in Society 1(54), doi:10.1017/s0047404523000489
- Ju Yeon Jung, Tom Steinberger, John L. King, Mark S. Ackerman (2021): Negotiating Repairedness: How Artifacts Under Repair Become Contingently Stabilized, In: Proceedings of the ACM on Human-Computer Interaction CSCW2(5), doi:10.1145/3476069
- Francesca Alby, Cristina Zucchermaglio, Mattia Baruzzo (2015): Diagnostic Decision Making in Oncology: Creating Shared Knowledge and Managing Complexity, In: Mind, Culture, and Activity 1(22), doi:10.1080/10749039.2014.981642