Contextual design: defining customer-centered systems
Contextual design: defining customer-centered systems
Temporal Coordination –On Time and Coordination of CollaborativeActivities at a Surgical Department
Computer Supported Cooperative Work
Coordination in Fast-Response Organizations
Management Science
Managing exceptions in the medical workflow systems
Proceedings of the 28th international conference on Software engineering
Triage Drift: A Workplace Study in a Pediatric Emergency Department
Computer Supported Cooperative Work
Journal of Management Information Systems
"Who's scribing?": documenting patient encounter during trauma resuscitation
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Proceedings of the 16th ACM international conference on Supporting group work
Context-aware process mining framework for business process flexibility
Proceedings of the 12th International Conference on Information Integration and Web-based Applications & Services
CPOE workarounds, boundary objects, and assemblages
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Dynamic context-aware Business Process flexibility: an artefact-based approach using process mining
International Journal of Business Intelligence and Data Mining
Adaptation as design: learning from an EMR deployment study
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
International Journal of Human-Computer Studies
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In this paper we report an ethnographic study of workarounds-informal temporary practices for handling exceptions to normal workflow-in a hospital environment. Workarounds are a common technique for dealing with the inherent uncertainty of dynamic work environments. Workarounds can help coordinate work, especially under conditions of high time pressure, but they may result in information or work protocols that are unstable, unavailable, or unreliable. We investigated workarounds and their effects through observation and interviews in a major teaching medical center. Our results suggest 4 key features of workarounds that technologies might help address: (a) workarounds differ as a function of people's role; (b) workarounds draw on tacit knowledge of others' abilities and willingness to help; (c) workarounds can have a cascading effect, causing other workarounds down the line; (d) workarounds often rely on principles of fairness and who owes whom a favor. We provide recommendations for designing systems to better support workarounds in dynamic environments.