Activity Theory and System Design: A View from the Trenches Export

@article{citeulike:2573664, abstract = {An activity theory model and a mediatingartifacts hierarchy were employed to helpidentify the needs for tools for customersupport engineers who documented solutions tocustomer problems, a knowledge authoringactivity. This activity also involves customersupport engineers who assist Hewlett-Packardsoftware product users. The particular toolsto be designed were knowledge-authoring toolsembedded in the customer support trackingapplication suite, SupportTracker. The researchanalyzed the role of tensions between theelements of Engestr\"{o}m's activity theorymodel. The research also explored the benefitsof specific interpretations of Engestr\"{o}m'srefinement of Wartofsky's mediating artifactshierarchy. The hierarchy contributed to theidentification of desired characteristics ofmediating artifacts, particularly tools. Thefindings included an interpretation of the``where-to'' artifact concept as supporting anunderstanding of the entire activity system asan evolving entity. Specific interventionswere used to achieve a positive impact on theevolution of the activity system.}, author = {Collins, Patricia and Shukla, Shilpa and Redmiles, David}, citeulike-article-id = {2573664}, citeulike-linkout-0 = {http://dx.doi.org/10.1023/A:1015219918601}, day = {1}, doi = {10.1023/A:1015219918601}, journal = {Computer Supported Cooperative Work (CSCW)}, keywords = {activity\_theory}, month = {March}, number = {1}, pages = {55--80}, posted-at = {2008-03-23 03:10:06}, priority = {2}, title = {Activity Theory and System Design: A View from the Trenches}, url = {http://dx.doi.org/10.1023/A:1015219918601}, volume = {11}, year = {2002} }

TY - JOUR ID - citeulike:2573664 L3 - citeulike-article-id:2573664 N2 - An activity theory model and a mediatingartifacts hierarchy were employed to helpidentify the needs for tools for customersupport engineers who documented solutions tocustomer problems, a knowledge authoringactivity. This activity also involves customersupport engineers who assist Hewlett-Packardsoftware product users. The particular toolsto be designed were knowledge-authoring toolsembedded in the customer support trackingapplication suite, SupportTracker. The researchanalyzed the role of tensions between theelements of Engeström's activity theorymodel. The research also explored the benefitsof specific interpretations of Engeström'srefinement of Wartofsky's mediating artifactshierarchy. The hierarchy contributed to theidentification of desired characteristics ofmediating artifacts, particularly tools. Thefindings included an interpretation of the``where-to'' artifact concept as supporting anunderstanding of the entire activity system asan evolving entity. Specific interventionswere used to achieve a positive impact on theevolution of the activity system. IS - 1 JF - Computer Supported Cooperative Work (CSCW) EP - 80 TI - Activity Theory and System Design: A View from the Trenches VL - 11 SP - 55 KW - activity_theory AU - Collins, Patricia AU - Shukla, Shilpa AU - Redmiles, David PY - 2002/03/01/ UR - http://dx.doi.org/10.1023/A:1015219918601 ER -