Organizational memory: processes, boundary objects, and trajectories
|Title||Organizational memory: processes, boundary objects, and trajectories|
|Publication Type||Conference Paper|
|Year of Publication||1999|
|Authors||Ackerman, MS, Halverson, CA|
|Conference Name||Proceedings of the 32nd Annual Hawaii International Conference on Systems Sciences (HICSS-32)|
|Keywords||expertise sharing, hotlines, information reuse, information trajectories, organizational memory|
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.