@article{354276,
      recid = {354276},
      author = {Szymanski, Margaret H. and Whalen, Jack,},
      title = {Making work visible : ethnographically grounded case  studies of work practice /},
      publisher = {Cambridge University Press,},
      address = {Cambridge ;},
      pages = {xxvii, 374 p. :},
      year = {2011},
      abstract = {"In the 1970s, Xerox pioneered the involvement of social  science researchers in technology design and in developing  better ways of working. The Xerox legacy is a hybrid  methodology that combines an ethnographic interest in  direct observation in settings of interest with an  ethnomethodological concern to make the study of  interactional work an empirical, investigatory matter. This  edited volume is an overview of Xerox's social science  tradition. It uses detailed case studies that show how the  client engagement was conducted over time and how the  findings were consequential for business impact. Case  studies in retail, production, office, and home settings  cover four topics: practices around documents, the customer  front, learning and knowledge-sharing, and competency  transfer. The impetus for this book was a 2003 Xerox  initiative to transfer knowledge about how to conduct  ethnographically grounded work-practice studies to its  consultants so that they may generate the kinds of  knowledge generated by the researchers themselves"--},
      url = {http://library.usi.edu/record/354276},
}