Title :
Organizational memory: processes, boundary objects, and trajectories
Author :
Ackerman, M.S. ; Halverson, C.
Author_Institution :
Dept. of Inf. & Comput. Sci., California Univ., Irvine, CA, USA
Abstract :
The term organizational memory is due for an overhaul. Memory appears to be everywhere in organizations; yet, the term has been limited to only a few uses. Based on an ethnographic study of a telephone hotline group, this paper presents a micro-level, distributed cognition analysis of two hotline calls, the work activity surrounding the calls, and the memory used in the work activity. We find a number of interesting theoretical concepts that are useful in further describing and analyzing organizational memory.
Keywords :
commerce; psychology; distributed cognition analysis; ethnographic study; organizational memory; telephone hotline group; work activity; Cognition; Computer science; Conference management; Humans; Memory management; Paper technology; Personnel; Telephony;
Conference_Titel :
Systems Sciences, 1999. HICSS-32. Proceedings of the 32nd Annual Hawaii International Conference on
Conference_Location :
Maui, HI, USA
Print_ISBN :
0-7695-0001-3
DOI :
10.1109/HICSS.1999.772789
