The objective of this research is to evaluate knowing in action, that is, just how individuals deal with difficulties and disturbances in an ongoing work process of a highly complicated nature. The theoretical background is an interest in the relationships among people and artefacts in situated activities, and the way one learns to be a competent knower. The empirical work has been completed in the context of the work carried out by an IT support unit at a big multinational company. The unit is liable for the continuous surveillance and upkeep of a world-wide network that features a wide range of technologies. The unit operates on a 24-hour schedule and has to reply to customer issues. Data had been produced by examining shift changes between teams employed in this unit. These changes, which occur every eight hour and where the two shift-leaders interact, are audio- and video-recorded. Furthermore, field notes are taken, and the paperwork produced is gathered….
Contents
INTRODUCTION
THEORETICAL PERSPECTIVE
KNOWLEDGE DECONTEXTUALISED: INFORMATION TRANSFER AND KNOWLEDGE ACQUISITION
LANGUAGE AT WORK: KNOWING AND REASONING IN SITUATED ACTIVITY
THE WORKPLACE AS A CENTRE OF CO-ORDINATION
COLLABORATIVE KNOWING AS SYSTEMS OF DISTRIBUTED COGNITIO
KNOWING ‘FROM WITHIN’ A PRACTICE
TOOLS AND TECHNOLOGIES IN MODERN WORK ENVIRONMENTS
AIM AND OBJECT OF ANALYSIS
DESIGN OF THE EMPIRICAL STUDY
THE EMPIRICAL FIELD
SELECTION OF SITUATED WORK ACTIVITIES AND DATA PRODUCTION
Information to the participants and permission to video-record
Observations
Video- and audio-recording
Transcription of recordings
ANALYSIS OF INTERACTION
ANALYSIS OF THE DATA FROM THE EMPIRICAL STUDY
ACCOMPLISHING CONTINUITY: SHIFT CHANGES IN THE DAILY WORK PROCEDURE
KNOWING HOW TO CONTINUE: PRODUCING CONTINUITY IN WORK PRACTICES THROUGH INTERACTION
Resources used to accomplish co-ordinated routine activity: people, technology and language
DEALING WITH DISRUPTIONS IN TALK: NEGOTIATING THE CHARACTER AND RELEVANCE OF PROBLEMS
Co-constructing the character of a problem
Negotiating the relevance of a problem
DISCUSSION
METHODICAL EXPERIENCES…..
Source: Goteborg University
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