The integration of computing and routine work
ACM Transactions on Information Systems (TOIS) - Special issue: selected papers from the conference on office information systems
User responses to constraints in computerized design tools (extended abstract)
ACM SIGSOFT Software Engineering Notes
Goal-driven task analysis: improving situation awareness for complex problem-solving
Proceedings of the 16th annual international conference on Computer documentation
Workarounds and distributed viscosity in a workflow system: a case study
ACM SIGGROUP Bulletin
The State of Cognitive Systems Engineering
IEEE Intelligent Systems
A Rose by Any Other Name...Would Probably Be Given an Acronym
IEEE Intelligent Systems
From Contextual Inquiry to Designable Futures: What Do We Need to Get There?
IEEE Intelligent Systems
Keeping It Too Simple: How the Reductive Tendency Affects Cognitive Engineering
IEEE Intelligent Systems
Toward a Theory of Complex and Cognitive Systems
IEEE Intelligent Systems
HCC Implications for the Procurement Process
IEEE Intelligent Systems
Human Total Cost of Ownership: The Penny Foolish Principle at Work
IEEE Intelligent Systems
Local assimilation of an enterprise system: Situated learning by means of familiarity pockets
Information and Organization
International Journal of Human-Computer Studies
Acceptance of post-adoption unanticipated is usage: towards a taxonomy
ACM SIGMIS Database
"I Did It My Way": Social workers as secondary designers of a client information system
Information Processing and Management: an International Journal
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Paradigms are often defined partly in terms of what they are not, or in terms of what they are reacting against. The paradigm of human-centered computing is no exception. So, what is a user-hostilesystem? Related to that question, the terms kludge and work-around, and the related concept ofmake-work, have yet to be clearly defined for the intelligent systems community. Human-centered systemsare different from user-hostile systems as well as from systems based on a designer-centered approach.This essay tries to clarify the senses of these three terms and suggest ways to study work-arounds,make-work, and kludges as an integral part of human-computer systems-rather than as embarrassingnecessities that are best swept under the computing-research rug.