Getting to know the 'customer in the machine'

Authors:
John Hughes;Jon O'Brien;Dave Randall;Tom Rodden;Mark Rouncefield;Peter Tolmie
Affiliations:
CSCW Centre, Lancaster University Lancaster, LA1 4YR, UK;Xerox Research Centre, Europe Cambridge Laboratory, 61 Regent Street, Cambridge, CB2 1AB;Department of Sociology, Manchester Metropolitan University, Cavendish Street, Manchester;CSCW Centre, Lancaster University Lancaster, LA1 4YR, UK;CSCW Centre, Lancaster University Lancaster, LA1 4YR, UK;CSCW Centre, Lancaster University Lancaster, LA1 4YR, UK
Venue:
GROUP '99 Proceedings of the international ACM SIGGROUP conference on Supporting group work
Year:
1999

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Abstract

This paper reflects on the emerging results of a long-standing ethnographic study of everyday work in a large retail Bank. While customers as economic actors have often been overlooked in studies of computer supported work they are generally and necessarily the focus of commercial organisational life. The paper explicates the developing relationship between technology use and these organisational concerns through the notion of 'the customer in the machine.' Features of the contingent and skilful nature of everyday work are documented and used to comment on aspects of working with the 'customer in the machine' or 'virtual customers' within a rapidly changing commercial organisation.