Plans and situated actions: the problem of human-machine communication
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Faltering from ethnography to design
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Process innovation: reengineering work through information technology
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The object advantage: business process reengineering with object technology
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Experiences with workflow management: issues for the next generation
CSCW '94 Proceedings of the 1994 ACM conference on Computer supported cooperative work
Working with “constant interruption”: CSCW and the small office
CSCW '94 Proceedings of the 1994 ACM conference on Computer supported cooperative work
Moving out from the control room: ethnography in system design
CSCW '94 Proceedings of the 1994 ACM conference on Computer supported cooperative work
Sociology, CSCW, and working with customers
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Structured Design: Fundamentals of a Discipline of Computer Program and Systems Design
Structured Design: Fundamentals of a Discipline of Computer Program and Systems Design
Getting to know the 'customer in the machine'
GROUP '99 Proceedings of the international ACM SIGGROUP conference on Supporting group work
Talking Work: Language-games, Organisations and Computer Supported Cooperative Work
Computer Supported Cooperative Work
The Organisation in Ethnography –A Discussion of Ethnographic Fieldwork Programs in CSCW
Computer Supported Cooperative Work
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ICIS '00 Proceedings of the twenty first international conference on Information systems
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GROUP '01 Proceedings of the 2001 International ACM SIGGROUP Conference on Supporting Group Work
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Exploring support for knowledge management in mobile work
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Human-Computer Interaction
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HCI'07 Proceedings of the 12th international conference on Human-computer interaction: applications and services
CRIWG'09 Proceedings of the 15th international conference on Groupware: design, implementation, and use
Human-to-human interfaces for remote service kiosks: the potential of audiovisual communication
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Reflections on 25 Years of Ethnography in CSCW
Computer Supported Cooperative Work
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Recently a number of methodological approaches have been presented as proffering radical solutions to organisational change. This paper discusses one such approach, Business Process Re-engineering (BPR) and contrasts it with Ethnography, a method that has gained some prominence in CSCW. The paper suggests, using a number of empirical examples, that despite some superficial similarities, the two approaches differ markedly in their analytical purchase. In particular, ethnography's emphasis on understanding 'systems' within the situated context of the work setting rather than as an abstract model of process, has consequences for the successful identification and implementation of system re-design.