Learning Across Sites: New tools, infrastructures and practices - Earli

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126 A.-C. Eklund et al.
The software automatically time stamps all documentation of actions, and it is
customary to sign entries with name and function. Through this documentation
practice, it is possible to backtrack previous events of a case and continue the
problem- solving process on later occasions, which allows for several people to
work with the same task over time.
The documentation of cases constitutes the material basis for institutional
remembering (Brown, Middleton & Lightfoot, 2001). The nature and diversity
of problems that can be reported are almost infinite, and are what gives the work
a troubleshooting and problem- solving character. The support engineers turn to
different resources when needed, for example, troubleshooting pages or routine
instructions on the intranet. These pages are created by the support engineers
themselves and are continuously updated with information estimated to be of use
for others. Our observations also suggest that need for help is expressed through
verbal requests. This indicates that what is regarded as essential to know is a joint
concern, and that talk during work not only supports the solving of current issues,
it also has wider implications for building up a collective memory and for achieving
redundancy of knowing.
Changing shifts
The workday and - night is divided into three shifts. Each shift is constituted by
one (night and weekend shifts) to four engineers (morning and day shifts), of
which one is assigned the role of shift leader. The engineers all assume the responsibility
of serving as shift leader on a rotating basis, which is an indication of an
important feature of this work environment: all support engineers are expected
to be equally competent. The role of shift leader implies special responsibility to
document and report ongoing tasks and relevant information to the next shift.
To prepare for the shift change, the shift leader revises and produces the textual
resource guiding this activity; the shift report. On the shift report, issues and
problems in need of special attention, upcoming maintenances and other planned
interruptions are documented. The report form is organized as a template with
fixed headings for different categories of information. Relevant information from
the support engineers is assembled and earlier information is erased, updated or
complemented. The reports are saved to remember tasks, problems and actions
taken. During the shift change, the report functions as a device for organizing the
meeting and for remembering what needs to be shared within the twelve minutes at
disposal.
From our observations of the continuous activities of the team, we see that
several mechanisms have been introduced to avoid disturbances and gaps in work
activities. The many strategies to achieve continuity, and an omnipresent focus on
time constraints, reflect conditions formulated in written contracts with clients. The
support engineers are collectively responsible and accountable for service delivery
within time limits specified in the contracts with clients. This collective accountability,
as we refer to it, is an element that makes it necessary for team members to