The computer reaches out: the historical continuity of interface design
CHI '90 Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Moving out from the control room: ethnography in system design
CSCW '94 Proceedings of the 1994 ACM conference on Computer supported cooperative work
Situated evaluation for cooperative systems
CSCW '94 Proceedings of the 1994 ACM conference on Computer supported cooperative work
Communications of the ACM
Reflective conversation with materials
Bringing design to software
Designing with ethnography: a presentation framework for design
DIS '97 Proceedings of the 2nd conference on Designing interactive systems: processes, practices, methods, and techniques
Of maps and scripts—the status of formal constructs in cooperative work
GROUP '97 Proceedings of the international ACM SIGGROUP conference on Supporting group work: the integration challenge
Contextual design: defining customer-centered systems
Contextual design: defining customer-centered systems
Considering an organization's memory
CSCW '98 Proceedings of the 1998 ACM conference on Computer supported cooperative work
Representing fieldwork and articulating requirements through VR
CSCW '98 Proceedings of the 1998 ACM conference on Computer supported cooperative work
Machinery in the new factories: interaction and technology in a bank's telephone call centre
CSCW '00 Proceedings of the 2000 ACM conference on Computer supported cooperative work
Sorting things out: classification and its consequences
Sorting things out: classification and its consequences
Applying patterns of cooperative interaction to work (re)design: e-government and planning
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Where the action is: the foundations of embodied interaction
Where the action is: the foundations of embodied interaction
Ambiguities, awareness and economy: a study of emergency service work
CSCW '02 Proceedings of the 2002 ACM conference on Computer supported cooperative work
Pattern-based support for interactive design in domestic settings
DIS '02 Proceedings of the 4th conference on Designing interactive systems: processes, practices, methods, and techniques
Co-realisation: towards a principled synthesis of ethnomethodology and participatory design
Scandinavian Journal of Information Systems - Special issue on Ethnography and intervention
Ontologies: A Silver Bullet for Knowledge Management and Electronic Commerce
Ontologies: A Silver Bullet for Knowledge Management and Electronic Commerce
Organizational Memory and CSCW: Supporting the Mavis Phenomenon
OZCHI '96 Proceedings of the 6th Australian Conference on Computer-Human Interaction (OZCHI '96)
Ethnography, ethnomethodology and the problem of generalisation in design
European Journal of Information Systems - Special issue: "Interpretive" approaches to information systems and computing
Adaptability of classification schemes in cooperation: what does it mean?
ECSCW'01 Proceedings of the seventh conference on European Conference on Computer Supported Cooperative Work
Finding patterns in the fieldwork
ECSCW'01 Proceedings of the seventh conference on European Conference on Computer Supported Cooperative Work
ECSCW'01 Proceedings of the seventh conference on European Conference on Computer Supported Cooperative Work
The designers' notepad: supporting and understanding cooperative design
ECSCW'93 Proceedings of the third conference on European Conference on Computer-Supported Cooperative Work
What are workplace studies for?
ECSCW'95 Proceedings of the fourth conference on European Conference on Computer-Supported Cooperative Work
On "Technomethodologyn";: foundational relationships between ethnomethodology and system design
Human-Computer Interaction
Coherence: an approach to representing ethnographic analyses in systems design
Human-Computer Interaction
Making the organization come alive: talking through and about the technology in remote banking
Human-Computer Interaction
Communication and Diagnostic Work in Medical Emergency Calls in Italy
Computer Supported Cooperative Work
Computer Supported Cooperative Work
Knowledge Management in Locating the Patient in an Emergency Medical Service in Italy
Computer Supported Cooperative Work
Layers in Sorting Practices: Sorting out Patients with Potential Cancer
Computer Supported Cooperative Work
A theoretical agenda for feminist HCI
Interacting with Computers
Constructing CSCW: The First Quarter Century
Computer Supported Cooperative Work
Reflections on 25 Years of Ethnography in CSCW
Computer Supported Cooperative Work
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As a comparatively novel but increasingly pervasive organizational arrangement, call centres have been a focus for much recent research. This paper identifies lessons for organizational and technological design through an examination of call centres and `classification work' --- explicating what Star [1992, Systems/Practice vol. 5, pp. 395---410] terms the `open black box'. Classification is a central means by which organizations standardize procedure, assess productivity, develop services and re-organize their business. Nevertheless, as Bowker and Star [1999, Sorting Things Out: Classification and Its Consequences. Cambridge MA: MIT Press] have pointed out, we know relatively little about the work that goes into making classification schema what they are. We will suggest that a focus on classification `work' in this context is a useful exemplar of the need for some kind of `meta-analysis' in ethnographic work also. If standardization is a major ambition for organizations under late capitalism, then comparison might be seen as a related but as-yet unrealized one for ethnographers. In this paper, we attempt an initial cut at a comparative approach, focusing on classification because it seemed to be the primary issue that emerged when we compared studies. Moreover, if technology is the principal means through which procedure and practice is implemented and if, as we believe, classifications are becoming ever more explicitly embedded within it (for instance with the development of so-called `semantic web' and associated approaches to ontology-based design), then there is clearly a case for identifying some themes which might underpin classification work in a given domain.