Time, Narratives and Participation Frameworks in Software Troubleshooting

Simple item page
dc.contributor.authorAlby, Francesca
dc.contributor.authorZucchermaglio, Cristina
dc.date.accessioned2020-06-06T13:07:29Z
dc.date.available2020-06-06T13:07:29Z
dc.date.issued39965
dc.description.abstractThe 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.de
dc.identifier.doi10.1007/s10606-008-9090-7
dc.identifier.pissn1573-7551
dc.identifier.urihttp://dx.doi.org/10.1007/s10606-008-9090-7
dc.identifier.urihttps://dl.eusset.eu/handle/20.500.12015/3981
dc.publisherSpringer
dc.relation.ispartofComputer Supported Cooperative Work (CSCW): Vol. 18
dc.relation.ispartofseriesComputer Supported Cooperative Work (CSCW)
dc.subjectcollaboration
dc.subjectdecision making
dc.subjectdiagnostic work
dc.subjectnarratives at work
dc.subjectparticipation framework
dc.subjectsituated rationality
dc.titleTime, Narratives and Participation Frameworks in Software Troubleshootingde
dc.typeText/Journal Article
gi.citation.endPage146
gi.citation.startPage129

Files

Collections

JCSCW Vol. 18 (2009)