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Helpdesking: Knowing and learning in IT support practices


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Title: Helpdesking: Knowing and learning in IT support practices
Authors: Bivall, Ann-Charlotte
Issue Date: 1-Apr-2015
University: Göteborgs universitet. Utbildningsvetenskapliga fakulteten
University of Gothenburg. Faculty of Education
Institution: Department of Education, Communication and Learning ; Institutionen för pedagogik, kommunikation och lärande
Parts of work: Eklund, A-C., Mäkitalo, Å., & Säljö, R. (2010). Noticing the past to manage the future: On the organization of shared knowing in IT-support practices. In S. Ludvigsen, A. Lund, I. Rasmussen & R. Säljö (Eds.), Learning across sites. New tools, infrastructures and practices (pp. 122-137). London: Routledge.

Bivall, A-C., & Mäkitalo, Å. (2013). Re-visiting the past: How documentary practices serve as means to shape team performance at an IT help desk. Learning, Culture and Social Interaction, 2(3), 184-194.
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Date of Defence: 2015-04-24
Disputation: Fredagen den 24 april 2015, kl 13, BE036, Pedagogen hus B, Läroverksgatan 5.
Degree: Doctor of Philosophy
Publication type: Doctoral thesis
Series/Report no.: Gothenburg Studies in Educational Sciences
366
Keywords: helpdesk support
knowing
sociocultural perspective
interaction analysis
collaborative work
Abstract: The background of this doctoral thesis is an interest in work achievement over extended time periods in specialized and technology-infused workplaces. Globalization, digitalization and increased focus on customer services are constituent aspects that have been claimed responsible for the current changes in the way work practices and teamwork are organized. In IT helpdesk work, which is the object of study in this thesis, challenges including dissemination of information, keeping up-to-date with ... more
ISBN: 978-91-7346-827-5 (print)
978-91-7346-828-2 (pdf)
ISSN: 0436-1121
URI: http://hdl.handle.net/2077/38468
Appears in Collections:Gothenburg Studies in Educational Sciences
Doctoral Theses from University of Gothenburg / Doktorsavhandlingar från Göteborgs universitet
Doctoral Theses / Doktorsavhandlingar Institutionen för pedagogik, kommunikation och lärande

 

 

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