Knowing and the art of IT management: an inquiry into work practices in one-stop shops

Document type: Dissertations
Full text:
Author(s): Sara Eriksén
Title: Knowing and the art of IT management: an inquiry into work practices in one-stop shops
Year: 1998
Pagination: 273
ISBN: 9162832905
Publisher: University of Karlskrona/Ronneby
City: Karlskrona
Organization: Blekinge Institute of Technology
Department: Department of Human Work Science and Media Technology (Institutionen för arbetsvetenskap och medieteknik)
Dept. of Human Work Science and Media Techn., S-372 25 Ronneby
+46 455 780 00
Authors e-mail:
Language: English
Abstract: New information technology is developing faster than the models, metaphors and methods in use for conceptualizing the sharing and managing of information in organizations, in communities and in society in general. The way we utilize information technology today does not seem to succeed in supporting the everyday work practices through which organizations accomplish their work. In this PhD dissertation, the results of a research project about skill, cooperation and computer support in public service one-stop shops are presented and discussed. Based on these results, alternative metaphors are presented for understanding the constructive aspects of front office work practices, One hypothesis is, that there is added value in not only being aware of multiperspectivity as an issue, but of making use of it in design. A problem here is that many traditional research methods, as well as most methods for systems development, are designed to diminish rather than make use of ambiguity and diversity. The metaphor of inverted indexicality of language is introduced in order to conceptualize the construction of meaning in action. New ways of conceptualizing IT management on the shop floor - including design issues - are proposed. Metaphors like the art of IT management, gardening and caring for are indicative of the issues at stake.
Subject: Computer Science\Effects on Society
Human Work Science\Computer Supported Cooperative Work
Human Work Science\Human Computer Interaction
Keywords: Knowing, work practice, public service, one-stop shops, it management
Note: This book is for sale! The Hardcopy-version of this thesis is available for 200 SEK, not including postage. Please contact the author if you are interested!
URN: urn:nbn:se:bth-00140