Studies of Work: Achieving Hybrid Disciplines in IT Design and Management Studies

We explore the relationship between ethnomethodology (EM), ethnography and the needs of managers and designers in industry, considering both ethnomethodological and industrial criteria of adequacy and explicating their relationship through the concept of “audience.” We examine a range of studies in this light, with a view to their possible candidacy as hybrid studies and identify three types of application of EM studies of work: market research, design, and business improvement. Application in the first of these fields we dub “anthropological,” in that it consists in studying and reporting back on the ways of exotic people (customers). This is the application most commonly found in studies of computer supported co-operative work (CSCW). A second CSCW application, “technomethodology,” involves the introduction of EM concepts into the design process. A further application, dubbed “holding-up-a-mirror,” involves reporting back to members of a setting upon their own activities. We argue that technomethodology and holding-up-a-mirror both offer the possibility of creating hybrid disciplines. We consider the objection that improvement and design involve the introduction of value judgements that threaten the practice of EM indifference, arguing that action research can serve as a guarantee of unique adequacy (UA) by testing the researcher’s understanding as analysis in action in the setting. Furthermore, the standard of reporting required by the UA criterion contributes to the effectiveness of proposed solutions

Accounting for knowledge embedded in artefacts within healthcare settings: Defining the direction of the research

This research takes place within the framework of the Knowledge and Information Management (KIM) is an EPSRC funded Grand Challenge Project which brings together expertise from management and engineering disciplines. The project recognises that, 'in response to customers‟ changing needs, organisations across all sectors are increasingly being asked not only to provide products in the first instance, but also to support them throughout their service life' (KIM 2006).Thus, the need to consider ways in which knowledge can be preserved in practices, records and artefacts is considered. The aim of this research, which is in its earliest stages, is to explore multi-disciplinary contributions to this problem from the knowledge management and production management perspectives. The focus is on the role of artefacts in preserving and communicating knowledge. An ethnomethodological approach will be used to produce uniquely adequate (UA) accounts of the situated meaning of artefacts within social processes. The proposed settings for research are healthcare facilities where the researcher will adopt an ethnographic approach to achieve a UA understanding of how patients, staff and visitors in chosen healthcare settings make sense of their built environments

Un-constraining the medium: design software systems to support situated action

This dissertation is concerned with Computer Supported Cooperative Work (CSCW) and in particular with ways in which insights from ethnomethodology can be melded into the design of CSCW systems—a relationship that has been labelled technomethodology. The dissertation outlines a number of possible ways in which system design can learn from ethnomethodology and concentrates on one particular aspect—namely that CSCW should look closely at its foundational assumptions and, if necessary, re-specify any concepts which appear problematic in their formulation. [Continues.

Human factors and the WWW : making sense of URLs

We present a study of how WWW users ‘make sense’ of URLs. Experiments were used to investigate users’ capacity to employ the URL as a surrogate for the resource to which it refers. The results show that users can infer useful information from URLs, but that such improvisation has shortcomings as a navigation aid

New sociotechnical insights in interaction design

New challenges are facing interaction design. On one hand because of advances in technology – pervasive, ubiquitous, multimodal and adaptive computing – are changing the nature of interaction. On the other, web 2.0, massive multiplayer games and collaboration software extends the boundaries of HCI to deal with interaction in settings of remote communication and collaboration. The aim of this workshop is to provide a forum for HCI practitioners and researchers interested in knowledge from the social sciences to discuss how sociotechnical insights can be used to inform interaction design, and more generally how social science methods and theories can help to enrich the conceptual framework of systems development and participatory design. Position papers submissions are invited to address key aspects of current research and practical case studies

Achieving a lean wayfinding system in complex hospital environments: Design and Through-life Management

Complex products, such as buildings and other infrastructure, should aim to provide value to the customer over all stages of the product life-cycle. This paper considers some of the challenges associated with maximising customer value when designing, producing, implementing and maintaining a wayfinding system for complex hospital environments. The hypothesis of this paper is that the tri-partite conception of knowledge flow provides a robust evaluative framework for the problems of wayfinding in complex hospital environments. The framework supplements the concepts of information and practice, conventionally applied in knowledge management, with a conception of physical objects and environments as knowledge carrying entities which are constituted, recognised and used in the course of social practice. From a lean perspective, the problems of wayfinding must be reduced or eliminated through adopting a lean knowledge management approach. A review of knowledge management, design, wayfinding and lean literature, together with ongoing participant action research at Salford Royal hospital, are reported in this paper. To ensure that wayfinding information remains immortal throughout the long life cycles of the building, a Through Life Management (TLM) approach is suggested. Thus TLM is viewed as an important consideration in lean construction