TY - CONF T1 - Considering an Organization's Memory T2 - Proceedings of the 1998 ACM Conference on Computer Supported Cooperative Work (CSCW'98) Y1 - 1998 A1 - Mark S. Ackerman A1 - Christine A Halverson KW - collective memory KW - computer-supported cooperative work KW - distributed cognition KW - expertise sharing KW - group memory KW - information sharing KW - knowledge management KW - knowledge sharing KW - organizational memory AB -

The term organizational memory is due for an overhaul. Memory appears to be everywhere in organizations; yet, the term has been limited to a few uses. In this paper we examine what memory in an organization really is. Based on an ethnographic study of a telephone hotline group, this paper presents a micro-level analysis of a hotline call, the work activity surrounding the call, and the memory used in the work activity. We do this analysis from the viewpoint of distributed cognition theory, finding it fruitful for an understanding of an organization’s memory.

JF - Proceedings of the 1998 ACM Conference on Computer Supported Cooperative Work (CSCW'98) UR - Complete ER -