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COCS '90 Proceedings of the ACM SIGOIS and IEEE CS TC-OA conference on Office information systems
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ACM SIGCHI Bulletin - Special issue: Computer supported cooperative work
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ACM Transactions on Information Systems (TOIS)
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CSCW '94 Proceedings of the 1994 ACM conference on Computer supported cooperative work
Apprenticing with the customer
Communications of the ACM
Augmenting organizational memory: a field study of answer garden
ACM Transactions on Information Systems (TOIS)
A language/action perspective on the design of cooperative work
CSCW '86 Proceedings of the 1986 ACM conference on Computer-supported cooperative work
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CHI '03 Extended Abstracts on Human Factors in Computing Systems
Machine Graphics & Vision International Journal - Special issue on diagrammatics & Design
Making sense of collaboration: the challenge of thinking together in global design teams
GROUP '03 Proceedings of the 2003 international ACM SIGGROUP conference on Supporting group work
Behind the help desk: evolution of a knowledge management system in a large organization
CSCW '04 Proceedings of the 2004 ACM conference on Computer supported cooperative work
Designing for persistent audio conversations in the enterprise
Proceedings of the 2007 conference on Designing for User eXperiences
A language/action perspective on the design of cooperative work
Human-Computer Interaction
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Computer Supported Cooperative Work
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Sharing Knowledge and Expertise: The CSCW View of Knowledge Management
Computer Supported Cooperative Work
Constructing CSCW: The First Quarter Century
Computer Supported Cooperative Work
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The diagnostic process for copiers involves narration of the process, including a description of the state of the machine. This follows from the fact that copiers are elaborate assemblages of relatively simple mechanisms, and the problem in diagnosis is not so much the testing of components as keeping track of the tests and making sense of their results. The anecdotal re-telling of this narrative to one's associates constitutes the mechanism for incorporating the diagnostic experience into the community expertise. These anecdotes are remembered and used or referred to during the diagnosis of other difficult problems or when seeking help. Individual expertise is in part the ability to interpret the anecdotes, to abstract the information about the machine from the context of the story. The participation of the community in remembering and using these anecdotes gives the community the flexibility to adapt to the unforeseen problems which are necessarily part of the service function.