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
HotlineComputer scienceOrganizational memoryWork (physics)CognitionKnowledge managementCognitive psychologyCognitive scienceHuman–computer interactionPsychologyOrganizational learningTelecommunicationsEngineering
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Publication Info
- Year
- 2003
- Type
- article
- Pages
- 12-12
- Citations
- 90
- Access
- Closed
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Cite This
Mark S. Ackerman,
Christine A. Halverson
(2003).
Organizational memory: processes, boundary objects, and trajectories.
, 12-12.
https://doi.org/10.1109/hicss.1999.772789
Identifiers
- DOI
- 10.1109/hicss.1999.772789