Online help-seeking in communities of practice

Interactive online help systems are considered to be a fruitful supplement to traditional IT helpdesks, which are often overloaded. They often comprise user-generated FAQ collections playing the role of technology-based conceptual artifacts. Two main questions arise: how the conceptual artifacts should be used, and which factors influence their acceptance in a community of practice (CoP). Firstly, this paper offers a theoretical frame and a usage scenario for technology-based conceptual artifacts against the theoretical background of the academic help-seeking and CoP approach. Each of the two approaches is extensively covered by psychological and educational research literature, however their combination is not yet sufficiently investigated. Secondly, the paper proposes a research model explaining the acceptance of conceptual artifacts. The model includes users’ expectations towards the artifact, perceived social influence and users’ roles in the CoP as predictors of artifact use intention and actual usage. A correlational study conducted in an academic software users’ CoP and involving structural equations modeling validates the model, suggesting thus a research line that is worth further pursuing. For educational practice, the study suggests three ways of supporting knowledge sharing in CoPs, i.e. use of technology-based conceptual artifacts, roles and division of labor, and purposeful communication in CoPs

A qualitative enquiry into OpenStreetMap making

Based on a case study on the OpenStreetMap community, this paper provides a contextual and embodied understanding of the user-led, user-participatory and user-generated produsage phenomenon. It employs Grounded Theory, Social Worlds Theory, and qualitative methods to illuminate and explores the produsage processes of OpenStreetMap making, and how knowledge artefacts such as maps can be collectively and collaboratively produced by a community of people, who are situated in different places around the world but engaged with the same repertoire of mapping practices. The empirical data illustrate that OpenStreetMap itself acts as a boundary object that enables actors from different social worlds to co-produce the Map through interacting with each other and negotiating the meanings of mapping, the mapping data and the Map itself. The discourses also show that unlike traditional maps that black-box cartographic knowledge and offer a single dominant perspective of cities or places, OpenStreetMap is an embodied epistemic object that embraces different world views. The paper also explores how contributors build their identities as an OpenStreetMaper alongside some other identities they have. Understanding the identity-building process helps to understand mapping as an embodied activity with emotional, cognitive and social repertoires

A literature review of the use of Web 2.0 tools in Higher Education

This review focuses on the use of Web 2.0 tools in Higher Education. It provides a synthesis of the research literature in the field and a series of illustrative examples of how these tools are being used in learning and teaching. It draws out the perceived benefits that these new technologies appear to offer, and highlights some of the challenges and issues surrounding their use. The review forms the basis for a HE Academy funded project, ‘Peals in the Cloud’, which is exploring how Web 2.0 tools can be used to support evidence-based practices in learning and teaching. The project has also produced two in-depth case studies, which are reported elsewhere (Galley et al., 2010, Alevizou et al., 2010). The case studies focus on evaluation of a recently developed site for learning and teaching, Cloudworks, which harnesses Web 2.0 functionality to facilitate the sharing and discussion of educational practice. The case studies aim to explore to what extent the Web 2.0 affordances of the site are successfully promoting the sharing of ideas, as well as scholarly reflections, on learning and teaching

Building a Socio-technical Perspective of Community Resilience with a Semiotic Approach

Situated in the diversity and adversity of real-life contexts facing crisis situations, this research aims at boosting the resilience process within communities supported by digital and social technology. In this paper, eight community leaders in different parts of the world are invited to express their issues and wishes regarding the support of technology to face social challenges. Methods and artefacts based on the Organisational Semiotics (OS) and the Socially-Aware computing have been applied to analyse and consolidate this data. By providing both a systemic view of the problem and also leading to the identification of requirements, the analysis evidences some benefits of the OS-based approach to consolidate perspectives from different real-life scenarios towards building a socio-technical solution

Beyond opening up the black box: Investigating the role of algorithmic systems in Wikipedian organizational culture

Scholars and practitioners across domains are increasingly concerned with algorithmic transparency and opacity, interrogating the values and assumptions embedded in automated, black-boxed systems, particularly in user-generated content platforms. I report from an ethnography of infrastructure in Wikipedia to discuss an often understudied aspect of this topic: the local, contextual, learned expertise involved in participating in a highly automated social-technical environment. Today, the organizational culture of Wikipedia is deeply intertwined with various data-driven algorithmic systems, which Wikipedians rely on to help manage and govern the "anyone can edit" encyclopedia at a massive scale. These bots, scripts, tools, plugins, and dashboards make Wikipedia more efficient for those who know how to work with them, but like all organizational culture, newcomers must learn them if they want to fully participate. I illustrate how cultural and organizational expertise is enacted around algorithmic agents by discussing two autoethnographic vignettes, which relate my personal experience as a veteran in Wikipedia. I present thick descriptions of how governance and gatekeeping practices are articulated through and in alignment with these automated infrastructures. Over the past 15 years, Wikipedian veterans and administrators have made specific decisions to support administrative and editorial workflows with automation in particular ways and not others. I use these cases of Wikipedia's bot-supported bureaucracy to discuss several issues in the fields of critical algorithms studies, critical data studies, and fairness, accountability, and transparency in machine learning -- most principally arguing that scholarship and practice must go beyond trying to "open up the black box" of such systems and also examine sociocultural processes like newcomer socialization.Comment: 14 pages, typo fixed in v

Towards reframing professional expert support

The paper addresses practical ways of reconfiguring professional expertise in development practice in moving away from the expert as a technocrat. Two projects associated with managing natural resource dilemmas suggest an alternative way of framing intervention involving professional experts providing a more appropriate collaborative learning space for development practice. The paper describes the heuristic devices generated by each project as helpful in bringing out dialectic tensions between practice and understanding, and between systems of interest and situations of interest (or situated problems). Firstly, SLIM (social learning for the integrated management and sustainable use of water at catchment scale) - a European Framework Programme 5 project - exemplifies social learning as a measure of sustainable development. The heuristic illustrates the dependence of sustainability on changes in practice and understanding amongst professionals and other stakeholders as part of concerted - rather than merely individual or even collective - action. Secondly, ECOSENSUS (Electronic/Ecological Collaborative Sensemaking Support System) - a Guyana focused intervention involving several UK universities in collaboration with the University of Guyana and Amerindian community representatives from the North Rupununi wetlands - builds on the SLIM heuristic in supporting the development of practice. Additionally, the ECOSENSUS heuristic provides conceptual space for the interaction between conceptual constructs of distributed stakeholders (that is, systems thinking) including those with professional expertise, and the actual context of intervention (the situated problem). Both SLIM and ECOSENSUS provide heuristics for process-orientated management enabling more meaningful and purposeful interaction between professional/ technical experts and other stakeholders, as an alternative to conventional project-orientated management intervention. An alternative framing may help to steer practice away from the apoliticised comforting linearity of professionalised systematic project management towards more constructive systemic endeavours involving multiple stakeholders

The nature of virtual communities

The impressive development of electronic communication techniques has given rise to virtual\ud communities. The nature of these computer-mediated communities has been the subject of much recent\ud debate. Are they ordinary social groups in electronic form, or are they fundamentally different from\ud traditional communities? Understanding virtual communities seems a prerequisite for the design of better\ud communication systems. To clarify this debate, we will resort to the classical sociological distinction\ud between small traditional communities (based on personal relations) and modern social groups (bound by\ud looser, more impersonal links). We will argue that the discussion about virtual communities is often\ud vitiated by a simplistic assimilation to traditional communities, whereas they may be in fact quite different\ud and much more impersonal. Virtual communities are often bound by reference to common objects or\ud goals, and not by personal relations. In this respect, virtual communities are just another example of a\ud long-term evolution of modern society toward more abstract social relationships

When situativity meets objectivity in peer-production of knowledge:the case of the WikiRate platform

PurposeThe purpose of this paper is to further the debate on Knowledge Artefacts (KAs), by presenting the design of WikiRate, a Collective Awareness platform whose goal is to support a wider public contributing to the generation of knowledge on environmental, social and governance (ESG) performance of companies.Design/methodology/approachThe material presented in the paper comes from the first-hand experience of the authors as part of the WikiRate design team. This material is reflexively discussed using concepts from the field of science and technology studies.FindingsUsing the concept of the “funnel of interest”, the authors discuss how the design of a KA like WikiRate relies on the designers’ capacity to translate general statements into particular design solutions. The authors also show how this funnelling helps understanding the interplay between situativity and objectivity in a KA. The authors show how WikiRate is a peer-production platform based on situativity, which requires a robust level of objectivity for producing reliable knowledge about the ESG performance of companies.Originality/valueThis paper furthers the debate on KAs. It presents a relevant design example and offers in the discussion a set of design and community building recommendations to practitioners

Building capacity in climate change policy analysis and negotiation: methods and technologies

Capacity building is often cited as the reason “we cannot just pour money into developing countries” and why so many development projects fail because their design does not address local conditions. It is therefore a key technical and political concept in international development. Some of the poorest countries in the world are also some of the most vulnerable to the impacts of climate change. Their vulnerability is in part due to a lack of capacity to plan and anticipate the effects of climate change on crops, water resources, urban electricity demand etc. What capacities do these countries lack to deal with climate change? How will they cope? What steps can they take to reduce their vulnerability? This innovative and high-profile research project was part of a larger project (called C3D) and conducted with non-governmental organisations in Senegal, South Africa and Sri Lanka. The research involved several participatory workshops and a questionnaire to all three research centres