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Studying Reactive, Risky, Complex, Long-Spanning, and Collaborative Work: The Case of IT Service Delivery
[chapter]
2009
Lecture Notes in Computer Science
IT service delivery is challenging to study. It is characterized by interacting systems of technology, people, and organizations. The work is sometimes reactive, sometimes carefully planned, often risky, and always complex and collaborative. In this paper we describe how we've learned about IT work, using a variety of methods including naturalistic observations, contextual interviews, surveys, and diary studies. We provide examples of our study results, showing what we've learned with the
doi:10.1007/978-3-642-02583-9_55
fatcat:z74skavuq5hr5pmjsc3et7bcr4