Faltering from ethnography to design
CSCW '92 Proceedings of the 1992 ACM conference on Computer-supported cooperative work
The work to make a network work: studying CSCW in action
CSCW '94 Proceedings of the 1994 ACM conference on Computer supported cooperative work
Layers of Silence, Arenas of Voice: The Ecology ofVisible and Invisible Work
Computer Supported Cooperative Work - Special issue: a web on the wind: the structure of invisible work
A set of principles for conducting and evaluating interpretive field studies in information systems
MIS Quarterly - Special issue on intensive research in information systems
Sorting things out: classification and its consequences
Sorting things out: classification and its consequences
Rationalizing Medical Work: Decision-Support Techniques and Medical Practices
Rationalizing Medical Work: Decision-Support Techniques and Medical Practices
Standards Policy for Information Infrastructure
Standards Policy for Information Infrastructure
A Patchwork Planet Integration and Cooperation in Hospitals
Computer Supported Cooperative Work
Software Architecture in Practice
Software Architecture in Practice
ICT and Integrated Care: Some Dilemmas of Standardising Inter-Organisational Communication
Computer Supported Cooperative Work
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
What are workplace studies for?
ECSCW'95 Proceedings of the fourth conference on European Conference on Computer-Supported Cooperative Work
Electronic medication management: a socio - technical change process in clinical practice
Proceedings of the ACM 2012 conference on Computer Supported Cooperative Work
From Artefacts to Infrastructures
Computer Supported Cooperative Work
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There is strong pressure to achieve greater uniformity, standardization and application of best practices in the service professions, a sector that is growing in presence and importance. At the same time, there is a conflicting demand for the delivery of high-quality (or high-priced or "knowledge-intensive") specialized or localized services. Our article analyzes information systems-enabled standardizing of service work through an in-depth interpretative study of an ongoing standardization initiative within the field of nursing. Nursing provides a graphic illustration of the dilemmas involved in the standardization of service work. In nursing, standardization is commonly a feature of projects to improve both efficiency and quality in health care. In contrast to the dominant conception of standardization as a largely top-down, imposed process, we offer a view of standardization as incomplete, co-constructed with users, and with significant unintended consequences. The article contributes by (a) developing a theoretical perspective for the standardization of information-system-embedded service work and (2) providing operational and practical implications for system design and health care management.