Making work visible : ethnographically grounded case studies of work practice

Introduction Margaret H. Szymanski and Jack Whalen Part I. Work Practice Study in Historical Context: 1. Work practice and technology: a retrospective Lucy Suchman 2. Engineering investigations: what is made visible in making work visible? Wes Sharrock and Graham Button Part II. Applying Work Practice Methods: 3. Uncovering the unremarkable Peter Tolmie 4. Work practices to understand the implications of nascent technology Francoise Brun-Cottan and Patricia Wall 5. Tokyo to go: using field studies to inform the design of a mobile leisure guide for Japanese youth Diane J. Schiano and Victoria Bellotti Part III. Practices around Documents: 6. Exploring documents and the future of work Jennifer Watts Englert, Mary Ann Sprague, Patricia Wall, Catherine McCorkindale, Lisa Purvis and Gabriele McLaughlin 7. New ways of working: the implications of work practice transitions Mary Ann Sprague, Nathaniel Martin and Johannes A. Koomen 8. Behind the scenes: the business side of medical records Nathaniel Martin and Patricia Wall 9. Seeing the right colour: technical and practical solutions to the problem of accurate colour reproduction in the digital print industry Tommaso Colombino, David Martin, Jacki O'Neill, Mary Ann Sprague, Jennifer Watts-Perotti, Jutta Willamowski, Frederic Roulland and Antonietta Grasso Part IV. The Customer Front: 10. Integrated customer service: re-inventing a workscape Jack Whalen and Marilyn Whalen 11. Interactions at a reprographics store Erik Vinkhuyzen 12. Ethnography-inspired technology for remote help-giving Jacki O'Neill, Peter Tolmie, Stefania Castellani, Antonietta Grasso and Frederic Roulland 13. Sign of the times at the department store: replacing paper with electronic signs Johannes A. Koomen Part V. Learning and Knowledge Sharing: 14. Communal knowledge sharing: the EUREKA story Jack Whalen and Daniel G. Bobrow 15. Designing document solutions for airline maintenance advisories Patricia Wall and Johannes A. Koomen 16. Transforming information system design: enabling users to design Yutaka Yamauchi 17. Rethinking how projects are managed: meeting communication across the organizational hierarchy Erik Vinkhuyzen and Nozomi Ikeya Part VI. Competency Transfer: 18. Fujitsu learned ethnography from PARC: establishing the social science center Koji Kishimoto with a preface by Jack Whalen 19. The work practice center of excellence Luke Plurkowski, Margaret H. Szymanski, Patricia Wall and Johannes A. Koomen 20. Transferring ethnographic competence: personal reflections on the past and future of work practice analysis Brigitte Jordan.