Kooperativer Bibliotheksverbund

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Format: 1 online resource (xxvii, 374 pages) : , digital, PDF file(s).

ISBN: 9780511921360 (ebook)

Series Statement: Learning in doing : social, cognitive and computational perspectives

Content: In the 1970s, Xerox pioneered the involvement of social science researchers in technology design and in developing better ways of working. The Xerox legacy is a hybrid methodology that combines an ethnographic interest in direct observation in settings of interest with an ethnomethodological concern to make the study of interactional work an empirical, investigatory matter. This edited volume is an overview of Xerox's social science tradition. It uses detailed case studies showing how the client engagement was conducted over time and how the findings were consequential for business impact. Case studies in retail, production, office and home settings cover four topics: practices around documents, the customer front, learning and knowledge-sharing, and competency transfer. The impetus for this book was a 2003 Xerox initiative to transfer knowledge about conducting ethnographically grounded work practice studies to its consultants so that they may generate the kinds of knowledge generated by the researchers themselves.

Note: Title from publisher's bibliographic system (viewed on 05 Oct 2015). , Work practice and technology: a retrospective / Lucy Suchman -- Engineering investigations: what is made visible in making work visible? / Wes Sharrock and Graham Button -- Uncovering the unremarkable / Peter Tolmie -- Work practices to understand the implications of nascent technology / Francoise Brun-Cottan and Patricia Wall -- Tokyo to go: using field studies to inform the design of a mobile leisure guide for Japanese youth / Diane J. Schiano and Victoria Bellotti -- Exploring documents and the future of work / Jennifer Watts-Perotti, Mary Ann Sprague, Patricia Wall, Catherine McCorkindale, Lisa Purvis, and Gabriele McLaughlin -- New ways of working: the implications of work practice transitions / Mary Ann Sprague, Nathaniel Martin, and Johannes A. Koomen -- Behind the scenes: the business side of medical records / Nathaniel Martin and Patricia Wall -- Seeing the right colour: technical and practical solutions to the problem of accurate colour reproduction in the digital print industry / Tommaso Colombino, David Martin, Jacki O'Neill, Mary Ann Sprague, Jennifer Watts-Perotti, Jutta Willamowski, Frederic Roulland, and Antonietta Grasso -- Integrated customer service: re-inventing a workscape / Jack Whalen and Marilyn Whalen -- Interactions at a reprographics store / Erik Vinkhuyzen -- Ethnography-inspired technology for remote help-giving / Jacki O'Neill, Peter Tolmie, Stefania Castellani, Antonietta Grasso, and Frederic Roulland -- Sign of the times at the department store: replacing paper with electronic signs / Johannes A. Koomen -- Communal knowledge sharing: the EUREKA story / Jack Whalen and Daniel G. Bobrow -- Designing document solutions for airline maintenance advisories / Patricia Wall and Johannes A. Koomen -- Transforming information system design: enabling users to design / Yutaka Yamauchi -- Rethinking how projects are managed: meeting communication across the organizational hierarchy / Erik Vinkhuyzen and Nozomi Ikeya -- Fujitsu learned ethnography from PARC: establishing the social science center / Koji Kishimoto with a preface by Jack Whalen -- The work practice center of excellence / Luke Plurkowski, Margaret H. Szymanski, Patricia Wall, and Johannes A. Koomen -- Transferring ethnographic competence: personal reflections on the past and future of work practice analysis / Brigitte Jordan.

Additional Edition: Print version: ISBN 9780521190725

Language: English

Subjects: Sociology

Keywords: Fallstudiensammlung

URL: https://doi.org/10.1017/CBO9780511921360

URL: Volltext  (URL des Erstveröffentlichers)

URL: Volltext  (lizenzpflichtig)

UID:

Format: 1 online resource (406 pages)

Edition: 1st ed.

ISBN: 9780521190725 , 9781139080033

Series Statement: Learning in Doing: Social, Cognitive and Computational Perspectives Series

Content: In the 1970s, Xerox pioneered the involvement of social science researchers in technology design and developing better ways of working. This edited volume is an overview of Xerox's social science tradition. Detailed case studies in retail, production, office and home settings show how the client engagement was conducted over time

Note: Cover -- Half-title -- Series-title -- Title -- Copyright -- Contents -- Figures and Excerpts -- Tables -- Contributors -- Series Foreword -- Foreword -- Acknowledgments -- Introduction: Work Practice Analysis at Xerox -- Orientations and Influences -- Organization of the Book -- Part I: Work Practice Study in Historical Context -- 1 Work Practice and Technology: A Retrospective -- Preface -- 2 Engineering Investigations: What Is Made Visible in Making Work Visible? -- Introduction -- Ethnomethodology and the Everyday World -- Ethnomethodological Studies of Work -- Engineers and Planning -- Conclusion -- Part II: Applying Work Practice Methods -- 3 Uncovering the Unremarkable -- The Disappearing Computer -- Unremarkable Computing -- What Does It Take to Become Invisible in Use? -- From Invisible to Unremarkable -- Uncovering the Unremarkable -- XRCE Studies of SOHO Environments -- The Knock on the Door -- What Does It Tell Us? -- From Methodological Approach to Analytic Insight -- From Analytic Insight to Design -- Design as a Setting for Ethnographic Work -- Conclusion -- 4 Work Practices to Understand the Implications of Nascent Technology -- A Brief Historical Perspective -- Methodology -- Toolkit and Techniques -- From "Noticings" to "What Ifs" -- Conclusion -- 5 Tokyo to Go: Using Field Studies to Inform the Design of a Mobile Leisure Guide for Japanese Youth -- Motivating the Design Concept -- Field Studies -- Methods -- In-depth Interviews -- Online Survey -- Street Activity Sampling (SAS) -- Mobile Phone Diaries (MPD) -- Findings -- Leisure Priorities -- Use of Information Resources -- Leisure Outing Characteristics -- Prevalence and Temporal Patterns of Major Activity Types -- Discussion -- Part III: Practices around Documents -- 6 Exploring Documents and the Future of Work -- Methods -- Participants -- Interviews -- Diaries -- Collages , 10 Integrated Customer Service: Reinventing a Workscape -- Good Business Reasons to Change the Process -- The "Integrated Services" Alternative - And a Learning Challenge -- A Radically Different Learning Strategy -- Learning by Observing -- Learning by Doing -- Phased Interactive Learning -- New Roles through PhIL -- Configuring the Physical Environment for PhIL -- From Task Work to Knowledge Work -- Integration in Action -- The Legacy and Significance of ICS -- 11 Interactions at a Reprographics Store -- The Research Team -- Method -- Background: Eastside Copy Shops -- Initial Observations -- Systematic Data Collection -- Research Themes -- The Grammar of Customer Requests -- Due Time Negotiations -- Queuing -- Gestures -- The Order Form -- Money Talk -- Requesting Help in Do-It-Yourself -- Participant Observation -- The Customer Services Skills Set -- The Learning Solutions Design Team -- Lessons Learned -- 12 Ethnographically Informed Technology for Remote Help-giving -- Ethnography to Design: Our Approach -- The Ethnographic Study -- Understanding the Current Situation -- Conceptualising Innovative Solutions -- Rounds of Iterative Prototyping and User Testing -- The Field Study and Setting -- Analytic Method -- The Findings -- Finding 1: Accessing the Troubleshooting Resources -- Finding 2: Embodying the Solution -- Using Ethnographic Findings to Inspire Design -- Self-troubleshooting: Accessing the Resources -- Expert Troubleshooting: Embodying the Solution -- Conclusion: Informing Design through Ethnographic Study -- What Is Design Success? -- Challenges and Opportunities -- 13 Sign of the Times at the Department Store: Replacing Paper with Electronic Signs -- Methodology -- The Life of a Sign -- Pre-sign Planning and Design -- Sign Creation -- Approval and Distribution -- Print and Display -- Disposal , 17 Rethinking How Projects Are Managed: Meeting Communication across the Organizational Hierarchy -- Background and Method -- Observable Features of the Meeting -- Project Managers Report that Everything Is Under Control -- Senior Managers Scrutinize the Project Manger's Report -- Addressing the Meeting Design Problem -- 1. Advice Segment -- 2. An Official Agenda -- 3. Premeeting Activities -- 4. Meeting Facilitation -- Implementation and Evaluation -- Summary and Conclusion -- Part VI: Competency Transfer -- 18 Fujitsu Learned Ethnography from PARC: Establishing the Social Science Center -- Preface -- The Social Science Center -- Inauguration of PARC-Knowledge Management Project -- Ethnography Process Learned from PARC: Changes of SEs in the Field -- Three Ethnographic Processes -- Field Observation -- Reflection -- Codesign -- Social Science Center -- Business Ethnography -- Conclusion -- 19 The Work Practice Center of Excellence -- Developing and Delivering the Training -- Lessons Learned -- Conclusion -- 20 Transferring Ethnographic Competence: Personal Reflections on the Past and Future of Work Practice Analysis -- The Rise of Ethnography -- A History of Ethnographic Research and Teaching at PARC and IRL -- Level-1: Basic Field Methods at the Toolkit Level -- Level-2: Teaching and Learning Deep Analytic Competence -- Still, Why Is Teaching Analytic Competence so Difficult? -- Level-3: Growing Strategic Competence -- Conclusion -- References -- Index , Detailed View of In-store Signage Practices -- Six Ways of Dealing with a Missing Sign -- Murphy's Law Applies to Signing Also -- Findings, Challenges and Recommendations -- Challenges of the Current Signage Practices -- Pre-sign Planning and Design -- Sign Creation -- The Blast -- The Environment -- The Supplies -- The Signs -- The Scope -- The Job -- Improving Signage Practices -- Conclusion -- Part V: Learning and Knowledge Sharing -- 14 Communal Knowledge Sharing: The Eureka Story -- Breaking the Frame -- Helping the Xerox Field Service Force -- The Colombus Experiment -- French Minitel Eureka -- Spreading Eureka -- Confronting the Organizational Challenge: Eureka Moves to the United States -- Field Studies of Eureka in Practice -- Eureka II - and Eureka Today -- Organizational Barriers to Change -- 15 Designing Document Solutions for Airline Maintenance Advisories -- Introduction -- Scope of the Study -- Methodology -- Study Sites -- The Essential Field Guide -- Airline Headquarters -- Maintenance Sites -- Analysis -- Findings: Observations of Current Advisory Practices -- Authoring -- Approval -- Distribution -- Read and Acknowledgement of Advisories -- Audit -- In Transition from Paper to Digital -- Noncompliance Undercurrents -- Translating Field Observations to Solution Design -- Making the Work Visible -- Solution Design -- Smart Documents -- Participant Feedback -- Business Impact -- Reflections and Conclusions -- 16 Transforming Information System Design: Enabling Users to Design -- Field Studies -- Challenges in Users' Designing -- Case 1: Dominating Requests for Breakdown Remarks Fields in Accounting Slips -- Case 2: Working around Problems with the Accounting Slip Key -- Case 3: Achieving Holistic Design for Real-time Accounting -- Designing a Solution -- Practical Techniques -- Tangible Tools -- Training Program -- Conclusion , Key Findings -- Working at Home Was Highly Valued -- Home Workers Still Experienced Problems -- Mobility Amplified Problems -- Participants Struggled to Maintain Work/Life Balance -- Movement toward Dynamic, Nonlinear Information Structures -- Printing Was a Compensation for Technology Weakness -- Making an Impact: Facilitating Innovation within the Company -- Envisioning Implications -- Business-relevant Implications -- Design Directions Document -- Video Podcast -- The Advisory Board: Garnering Support within the Company -- Functions and Activities of the Advisory Board -- Benefits of the Advisory Board -- Contributing to Intellectual Property and Further Research Projects -- Conclusion -- 7 New Ways of Working: The Implications of Work Practice Transitions -- The Relationship Begins -- Authoring and Publishing In-depth Studies -- The Lifecycle of One Product's User Documents -- A New Way of Authoring -- The Relationship Continues: Technical Publishing as a Service Offering -- Conclusion -- 8 Behind the Scenes: The Business Side of Medical Records -- Methods -- Observations -- The Front Desk -- Accounts Receivable -- Reflecting Findings to Stakeholders -- Conclusions -- 9 Seeing the Right Color: Technical and Practical Solutions to the Problem of Accurate Colour Reproduction in the Digital Print Industry -- Background -- Settings and Method -- Setting the Scene: What Is Colour Management? -- Field Study Findings -- Problems at the Print Shop: Transparent and Nontransparent Colour Controls -- Using Emulations for Aesthetic Adjustments -- Using TRCs (Tone Reproduction Curves) -- Implications for Colour Management Tools -- Problems in Document Design: Colour Specification in Practice -- Recommendations for Improving the Management of Colour -- Lessons Learnt -- Conclusion -- Part IV: The Customer Front

Additional Edition: Print version Szymanski, Margaret H. Making Work Visible New York : Cambridge University Press,c2011 ISBN 9780521190725

Language: English

Keywords: Electronic books

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