Understanding delegated actions: Toward an activity-theoretical perspective on customer-centred service design

Abstract The paper presents an exploration of service design from the point of view of activity theory. The analysis in the paper builds upon recent work in service design (e.g.

Zooming in and out : studying practices by switching theoretical lenses and trailing connections

This paper contributes to re-specifying a number of the phenomena of interest to organisational studies in terms of patterns of socio-material practices and their effects. It does so by outlining a vocabulary and strategy that make up a framework for theorising work and organisational practices. The vocabulary is based on number of sensitising concepts that connote practice as an open-ended, heterogeneous accomplishment which takes place within a specific horizon of sense and a set of concerns which the practice itself brings to bear. The strategy is based on the metaphorical movement of "zooming in" and "zooming out of" practice. The zooming in and out are obtained through switching theoretical lenses and repositioning in the field, so that certain aspects of the practice are fore-grounded while others are bracketed. Building on the results of an extended study of telemedicine, the paper discusses in detail the different elements of the framework and how it enhances our capacity to re-present practice. The paper concludes with some considerations on how the proposed approach can assist us in advancing the research agenda of organizational and work studies

3 Computer-Mediated Activity: Functional Organs in Social and Developmental Contexts

The field of human-computer interaction (HCI) presents an enormous theoretical challenge to researchers trying to establish it as an integrated field of studies. To become such a field, HCI should be based on a conceptual scheme powerful enough to incorporate both human beings and computer technology within a coherent theoretical framework. One possible solution is based on the cognitive approach, according to which both human beings and computers can be considered as information processing units. 1 If the basic mechanisms underlying human cognition and those underlying the functioning of computer systems are essentially the same, it is possible to use the same concepts and methods to analyze both entities and eventually to build a general theory that explains the functioning of higher-level systems composed of both human beings and computers. Another broad approach, which is becoming more popular, is based on a radically different assumption. It assumes that what is needed to make HCI a conceptually integrated field is a theory that describes and explains the larger context of human interaction with computers. This second approach employs another feature human beings and computers have in common: both are involved in real-life activities of computer use. If we can provide an account of the general context of computer use and identify the place of human beings and computers within this overarching scheme, we can understand interactio

Acting with technology: Activity theory and interaction design

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