Using narratives to convey knowledge in decision making support systems
Decision making support systems
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Recent work on communication genres explores some waysin which technology enables and constrains communicativeaction [29]. We elaborate the notion of genre byincorporating the quality of hardness or softness evident inthe informing practices that produce and reproduce genres.Including an awareness of information hardness andsoftness in communication genres, provides a meta-levelfor considering the processes of informing that producethose genres and their possibility for change over time. Weinvestigate the extent to which groupware supports softinformation genres, when these genres are desirable, andhow and why they change. Two Lotus Notes discussiondatabases used in a large insurance company over a seven month period are analyzed. Our analysis shows that there are numerous elements of hard and soft information genres in each of the databases.