User-led innovation in call center knowledge work

Burns, Beryl & Light, Ben (2007) User-led innovation in call center knowledge work. In McMaster, T., Wastell, D., Ferneley, E., & De Gross, J.I. (Eds.) Organizational Dynamics of Technology-Based Innovation : Diversifying the Research Agenda. Springer US, London, pp. 133-147.

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So called “knowledge work” is seen as integral to post-industrial society and, for some, information and communications technologies (ICTs) are critical enablers of the associated practices. Many still propose the technologically deterministic route of rolling out ICTs and expecting that users will, and indeed can, “download” what they know into a system that can then be used in a number of ways. This approach is usually underpinned by the predominant assumption that the system will be developed by one group (developers) and used by another group (users). In this paper, we report on an exploratory case study of the enactment of ICT supported knowledge work in a human resources contact center which illustrates the negotiable boundary between the developer and user in local level innovation processes. Drawing upon ideas from the social shaping of technology, we examine how discussions regarding producer-user relations in innovation processes require a degree of greater sophistication as we show how users often develop (or produce) technologies and work practices in situ—in this case, to enable knowledge work practices and contribute to the project of constructing the knowledge component of professional identity. Much has been made of contextualizing the user; further work is required to contextualize the developer as a user and understand the social actors in ICT innovation environments who straddle both domains

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2 citations in Web of Science®
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ID Code: 75669
Item Type: Book Chapter
ISBN: 0387728031
Subjects: Australian and New Zealand Standard Research Classification > LANGUAGES COMMUNICATION AND CULTURE (200000) > COMMUNICATION AND MEDIA STUDIES (200100)
Divisions: Current > QUT Faculties and Divisions > Creative Industries Faculty
Copyright Owner: Copyright 2007 Springer US
Deposited On: 28 Aug 2014 23:36
Last Modified: 22 Jun 2017 12:01

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