Narratives at work: story telling as cooperative diagnostic activity

@inproceedings{Orr1986NarrativesAW,
  title={Narratives at work: story telling as cooperative diagnostic activity},
  author={Julian E. Orr},
  booktitle={CSCW},
  year={1986}
}
The diagnostic process for copiers involves narration of the process, including a description of the state of the machine. This follows from the fact that copiers are elaborate assemblages of relatively simple mechanisms, and the problem in diagnosis is not so much the testing of components as keeping track of the tests and making sense of their results. The anecdotal re-telling of this narrative to one's associates constitutes the mechanism for incorporating the diagnostic experience into the… CONTINUE READING
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