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
Field studies of computer system administrators: analysis of system management tools and practices
CSCW '04 Proceedings of the 2004 ACM conference on Computer supported cooperative work
Structuring and supporting persistent chat conversations
CSCW '06 Proceedings of the 2006 20th anniversary conference on Computer supported cooperative work
Mechanisms for sharing knowledge in project-based organizations
Information and Organization
Context-linked virtual assistants for distributed teams: an astrophysics case study
Proceedings of the 2008 ACM conference on Computer supported cooperative work
Guidelines for designing IT security management tools
Proceedings of the 2nd ACM Symposium on Computer Human Interaction for Management of Information Technology
Capturing and sharing memories in a virtual world
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Weblog as a personal thinking space
Proceedings of the 20th ACM conference on Hypertext and hypermedia
Webcasting made interactive: persistent chat for text dialogue during and about learning events
Proceedings of the 2007 conference on Human interface: Part II
No sense of distance: improving cross-cultural communication with context-linked software tools
Proceedings of the 2011 iConference
The roles of theory in canonical action research
MIS Quarterly
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This paper argues that designers of Computer Mediated Communication Systems (CMCs) need to pay attention to the storage, organization and retrieval of conversations. It presents an ethnographic study of Bob,' an expert consultant to consultants in a large organization, and examines the ways in which he fashioned what he calls his "external memory pack" from the thousands of conversations he has had via instant messaging, email, and other forms of CMC.Particular attention is paid to the way in which he organizes, searches, and weaves together conversations to achieve his ends. We conclude by outlining the design implications of his use.