Beyond Boundary Objects: Collaborative Reuse in Aircraft Technical Support |
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Authors: | Wayne G. Lutters Mark S. Ackerman |
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Affiliation: | (1) Department of Information Systems, University of Maryland, Baltimore County , 1000 Hilltop Circle (ITE-404), Baltimore, MD 21250, USA;(2) School of Information, University of Michigan, 305A West Hall, 550 East University, Ann Arbor, MI 48109, USA |
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Abstract: | Boundary objects are a critical, but understudied, theoretical construct in CSCW. Through a field study of aircraft technical support, we examined the role of boundary objects in the practical achievement of safety by service engineers. Their resolution of repair requests was preserved in the organization’s memory via three compound boundary objects. These crystallizations did not manifest a static interpretation, but instead were continually reinterpreted in light of meta-negotiations. This suggests design implications for organizational memory systems which can more fluidly represent the meta-negotiations surrounding boundary objects. |
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Keywords: | boundary objects collaborative work high reliability organizations hotlines information reuse organizational memory safety service engineering technical support |
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