Plans and situated actions: the problem of human-machine communication
Plans and situated actions: the problem of human-machine communication
Technomethodology: paradoxes and possibilities
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Journey of the software professional: a sociology of software development
Journey of the software professional: a sociology of software development
Where the action is: the foundations of embodied interaction
Where the action is: the foundations of embodied interaction
Valuing Technology: Organisations, Culture, and Change
Valuing Technology: Organisations, Culture, and Change
Technology in Action
Studying Those Who Study Us: An Anthropologist in the World of Artificial Intelligence
Studying Those Who Study Us: An Anthropologist in the World of Artificial Intelligence
The Myth of the Paperless Office
The Myth of the Paperless Office
Putting the University Online: Information, Technology, and Organizational Change
Putting the University Online: Information, Technology, and Organizational Change
How Users Matter: The Co-Construction of Users and Technology (Inside Technology)
How Users Matter: The Co-Construction of Users and Technology (Inside Technology)
Over the Shoulder Learning: Supporting Brief Informal Learning
Computer Supported Cooperative Work
Human-Machine Reconfigurations: Plans and Situated Actions
Human-Machine Reconfigurations: Plans and Situated Actions
Users as contextual features of software product development and testing
Proceedings of the 2007 international ACM conference on Supporting group work
On "Technomethodologyn";: foundational relationships between ethnomethodology and system design
Human-Computer Interaction
Making the organization come alive: talking through and about the technology in remote banking
Human-Computer Interaction
Workplace studies and technological change
Annual Review of Information Science and Technology
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We explore the appropriation of a self-management administrative system from the perspective of diagnostic reasoning. The case study, based on documents, ethnography and videotapes, concerns the appropriation of a travel management system in a major university in Finland. To explore this process from a user-centric view, we focus on the diagnostic work required in the appropriation of the new system, analyzing both the generic diagnostic reasoning of how the users navigate in the system and their individual and collaborative problem-solving strategies. This approach reveals the interaction between the users and the technology, which incorporates inbuilt models of users, administrative work and work processes. Our analysis concerns interactive instances which resulted from misdiagnosis of the functions of the system. For example, the orchestration and labeling of items in the application pose diagnostic challenges to end-users and may eventually be resolved in collaboration with administrative personnel. The individual and collaborative diagnostic reasoning sheds light on the hidden organizational embeddedness of self-management solutions, providing suggestions for developing the design and deployment of administrative self-management systems. The appropriated self-management system should finally be based on the end-user's diagnostic reasoning so that the employees can base their actions on their taken-for-granted competence and the skills gained during the appropriation of the system.