DocumentCode
2551820
Title
Investigating technical trouble tickets: an analysis of a homely CMC genre
Author
Marlow, David W.
Author_Institution
Ball State Univ., Muncie, IN, USA
fYear
2004
fDate
5-8 Jan. 2004
Abstract
CMC has long been recognized as blurring the distinction between written and oral modes of communication. Analysis of genre has traditionally focused on either the structure of the text or an ethnographic description. This study suggests a new approach for investigating organizational genre by combing ethnographic methodology and corpus analysis techniques to examine a previously unexplored genre: the technical trouble ticket. This yields a richer analysis and illuminates not only what happens in trouble ticket discourse, but also how and why. Particular attention is paid to the relative orality of this homely CMC genre.
Keywords
text analysis; CMC genre; communication modes; computer mediated communication; corpus analysis techniques; ethnographic description; technical trouble tickets; Computer mediated communication; Databases; Employment; Fuses; Lighting; Network-on-a-chip; Oral communication; Rhetoric; Telephony; Wide area networks;
fLanguage
English
Publisher
ieee
Conference_Titel
System Sciences, 2004. Proceedings of the 37th Annual Hawaii International Conference on
Print_ISBN
0-7695-2056-1
Type
conf
DOI
10.1109/HICSS.2004.1265272
Filename
1265272
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