Turning reflections into technology: leveraging theory and research in the design of communication software

With the convergence of text and interface made possible by technologies such as XML, writing specialists face a new responsibility to turn their specialized knowledge toward the task of developing more robust communication tools. The paper offers an example of just this sort of design work, making use of the synergy between activity theory perspectives on text-mediated activity and emerging methods for modeling information objects and relationships. Data gathered using a method first proposed by B, Gunnarson (1997) is used to map communication events associated with a common workplace communication goal: preparing a routine financial summary report for auditing and planning purposes. Mapping of these events reveals patterns that point to limitations in currently available technologies meant to support written communication, and suggests new features at both a conceptual and technical level.