Considering an organization's memory
CSCW '98 Proceedings of the 1998 ACM conference on Computer supported cooperative work
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Taking a textually oriented organizational approach to genre analysis using Yates and Orlikowski's [10] 5W1H approach, this paper explores and illuminates a widely used, but under-researched genre of organizational communication: the technical trouble ticket. Particular emphasis is place on the unique role the automated system plays in the genre.Trouble tickets are used in customer contact centers to communicate and archive information, enabling repair work both inside and outside the organization. This paper has two main aims. The first is to open discussion on a common genre of electronic communication which is under-represented in the literature. The second is to explore the systemic coordination of human-generated text which enables one specific contact center to meet both physical repair and rhetorical goals.This paper may be of interest to researchers in genre analysis, organizational documentation, Computer Supported Collaborative Work (CSCW), and HCI.