{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,3,20]],"date-time":"2026-03-20T13:13:02Z","timestamp":1774012382732,"version":"3.50.1"},"reference-count":53,"publisher":"Springer Science and Business Media LLC","issue":"3","license":[{"start":{"date-parts":[[2007,6,1]],"date-time":"2007-06-01T00:00:00Z","timestamp":1180656000000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.springer.com\/tdm"},{"start":{"date-parts":[[2007,6,1]],"date-time":"2007-06-01T00:00:00Z","timestamp":1180656000000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/www.springer.com\/tdm"}],"content-domain":{"domain":["link.springer.com"],"crossmark-restriction":false},"short-container-title":["Comput Supported Coop Work"],"published-print":{"date-parts":[[2007,6]]},"DOI":"10.1007\/s10606-007-9045-4","type":"journal-article","created":{"date-parts":[[2007,5,31]],"date-time":"2007-05-31T13:09:32Z","timestamp":1180616972000},"page":"231-264","update-policy":"https:\/\/doi.org\/10.1007\/springer_crossmark_policy","source":"Crossref","is-referenced-by-count":22,"title":["How Can I Help You? Call Centres, Classification Work and Coordination"],"prefix":"10.1007","volume":"16","author":[{"given":"David","family":"Martin","sequence":"first","affiliation":[]},{"given":"Jacki","family":"O\u2019neill","sequence":"additional","affiliation":[]},{"given":"Dave","family":"Randall","sequence":"additional","affiliation":[]},{"given":"Mark","family":"Rouncefield","sequence":"additional","affiliation":[]}],"member":"297","published-online":{"date-parts":[[2007,6,1]]},"reference":[{"key":"9045_CR1","doi-asserted-by":"crossref","unstructured":"Ackerman, M.S. and C. Halverson (1998): Considering an Organization\u2019s Memory. Proceedings of the ACM Conference on Computer Supported Cooperative Work (CSCW 98). Seattle, WA: \u00a9 ACM Press, pp. 39\u201348","DOI":"10.1145\/289444.289461"},{"key":"9045_CR2","doi-asserted-by":"crossref","unstructured":"Anderson, R. and W. Sharrock (1993): Can Organizations Afford Knowledge? Journal of CSCW, vol. 1, no.3, pp. 143\u2013161, London: Kluwer","DOI":"10.1007\/BF00752436"},{"issue":"1","key":"9045_CR3","first-page":"16","volume":"80","author":"L. Arussy","year":"2002","unstructured":"Arussy L. (2002) Don\u2019t Take Calls, Make Contact. Harvard Business Review, vol. 80, no. 1, pp. 16\u201317","journal-title":"Harvard Business Review"},{"issue":"3","key":"9045_CR4","first-page":"154","volume":"17","author":"P. Bain","year":"2003","unstructured":"Bain P., Watson A., Mulvey G., Taylor P., Gall G. (2003) Taylorism, Targets and the Quantity\u2013Quality Dichotomy in Call Centres. New Technology, Work and Employment. vol 17, no. 3, pp. 154\u2013169","journal-title":"New Technology, Work and Employment"},{"key":"9045_CR5","volume-title":"Contextual Design: Defining Customer-centred Systems","author":"H. Beyer","year":"1998","unstructured":"Beyer H., Holzblatt K. (1998) Contextual Design: Defining Customer-centred Systems. San Francisco: Morgan Kaufmann"},{"key":"9045_CR6","doi-asserted-by":"crossref","unstructured":"Bowers, J. and D. Martin (2000): Machinery in the New Factories: Interaction and Technology in a Banks Telephone Call Centre. In Proceeding of CSCW 2000. Philadelphia, \u00a9 ACM Press","DOI":"10.1145\/358916.358952"},{"key":"9045_CR7","doi-asserted-by":"crossref","DOI":"10.7551\/mitpress\/6352.001.0001","volume-title":"Sorting Things Out: Classification and Its Consequences","author":"G. Bowker","year":"1999","unstructured":"Bowker G., Star S.L. (1999) Sorting Things Out: Classification and Its Consequences. Cambridge MA: MIT Press"},{"key":"9045_CR8","unstructured":"Buscher, M., P. Mogenson and D. Shapiro (2001): Spaces of Practice. Proceedings of ECSCW 2001. Bonn, Germany 16\u201320th September. Kluwer"},{"key":"9045_CR10","doi-asserted-by":"crossref","unstructured":"Crabtree, A., T. Hemmings and T. Rodden (2002): Pattern-based Support for Interactive Design in Domestic Settings. Proceedings of the 2002 Symposium on Designing Interactive System. London: ACM Press","DOI":"10.1145\/778712.778749"},{"key":"9045_CR11","unstructured":"Dourish, P. (2000): Technical and Social Features o Categorization Schemes. Workshop on Classification Schemes and Cooperative Work. CSCW 2000, Philadelphia, \u00a9 ACM Press"},{"key":"9045_CR12","doi-asserted-by":"crossref","DOI":"10.7551\/mitpress\/7221.001.0001","volume-title":"Where the Action is: The Foundations of Embodied Interaction","author":"P. Dourish","year":"2001","unstructured":"Dourish P. (2001) Where the Action is: The Foundations of Embodied Interaction. Cambridge (MA) and London: MIT Press"},{"issue":"4","key":"9045_CR13","doi-asserted-by":"publisher","first-page":"395","DOI":"10.1207\/s15327051hci1304_2","volume":"13","author":"P Dourish","year":"1998","unstructured":"Dourish P, Button G. (1998) On \u201cTechnomethodology\u201d: Foundational Relationships between Ethnomethodology and System Design. Human\u2013Computer Interaction vol 13, no. 4, pp. 395\u2013432","journal-title":"Human\u2013Computer Interaction"},{"key":"9045_CR14","volume-title":"Ontologies: A Silver Bullet for Knowledge Management and Electronic Commerce","author":"D. Fensel","year":"2003","unstructured":"Fensel D. (2003) Ontologies: A Silver Bullet for Knowledge Management and Electronic Commerce. London: Springer"},{"key":"9045_CR15","volume-title":"Studies in Ethnomethodology","author":"H. Garfinkel","year":"1967","unstructured":"Garfinkel H. (1967) Studies in Ethnomethodology. Englewood Cliffs: Prentice Hall"},{"key":"9045_CR16","volume-title":"Doing Grounded Theory: Issues and Discussions","author":"B. Glaser","year":"1998","unstructured":"Glaser B. (1998) Doing Grounded Theory: Issues and Discussions, Mill Valley, CA: Sociology Press"},{"key":"9045_CR17","volume-title":"The Discovery of Grounded Theory: Strategies for Qualitative Research","author":"B.G. Glaser","year":"1967","unstructured":"Glaser B.G., Strauss A.L. (1967) The Discovery of Grounded Theory: Strategies for Qualitative Research. Chicago: Aldine"},{"key":"9045_CR18","doi-asserted-by":"crossref","unstructured":"Grudin, J. (1990): The Computer Reaches Out: The Historical Continuity of Interface Design. Proceedings of ACM Conference on Human Factors in Computing Systems. CHI \u201890. Seattle: ACM Press. pp. 19\u201326","DOI":"10.1145\/97243.97284"},{"key":"9045_CR54","doi-asserted-by":"crossref","unstructured":"Harper, R., D . Randall and M. Rouncefield, (2000). Organisational Change in Retail Finance: An Ethnographic Perspective, Routledge, London","DOI":"10.4324\/9780203257142"},{"issue":"2","key":"9045_CR19","first-page":"9","volume":"14","author":"M. Hartswood","year":"2002","unstructured":"Hartswood M., Procter R., Slack R., Vo\u00df A., B\u00fcscher M., Rouncefield M., Rouchy P. (2002) Co-realisation: Towards a Principled Synthesis of Ethnomethodology and Participatory Design. The Scandinavian Journal of Information Systems vol. 14, no. 2, pp. 9\u201330","journal-title":"The Scandinavian Journal of Information Systems"},{"key":"9045_CR20","volume-title":"The Managed Heart: Commercialization of Human Feeling","author":"A.R. Hochschild","year":"1983","unstructured":"Hochschild A.R. (1983) The Managed Heart: Commercialization of Human Feeling. University of California Press. Berkeley"},{"key":"9045_CR21","doi-asserted-by":"crossref","unstructured":"Hughes, J., V. King, T. Rodden and H. Andersen (1994): Moving Out from the Control Room: Ethnography in System Design. Proceedings of ACM CSCW\u201994 Conference on Computer-Supported Cooperative Work. ACM Press. pp. 429\u2013439","DOI":"10.1145\/192844.193065"},{"key":"9045_CR22","doi-asserted-by":"crossref","unstructured":"Hughes, J., J. O\u2019Brien, J. Rodden, M. Rouncefield and S. Blythin (1997): Designing with Ethnography: A Presentation Framework for Design. Proceedings of DIS\u201997: Designing Interactive Systems: Processes, Practices, Methods, & Techniques 1997. ACM Press. pp. 147\u2013158","DOI":"10.1145\/263552.263598"},{"key":"9045_CR23","doi-asserted-by":"crossref","unstructured":"Luff, P., J. Hindmarsh and C.C. Heath (eds) (2000): Workplace Studies: Recovering Work Practice and Informing System Design. Cambridge: Cambridge University Press","DOI":"10.1017\/CBO9780511628122"},{"key":"9045_CR24","doi-asserted-by":"crossref","unstructured":"Marcus, G. (1998): Ethnography through Thick and Thin. Princeton University Press","DOI":"10.1515\/9781400851805"},{"key":"9045_CR25","unstructured":"Martin, D. (2000): Ethnomethodology and Computer Systems Design: Interaction at the Boundaries of Organizations. Ph.D. Thesis, Manchester University. Copies available from david.martin@xrce.xerox.com"},{"key":"9045_CR26","unstructured":"Martin, D., T. Rodden, M. Rouncefield, I. Sommerville and S. Viller (2001): Finding Patterns in the Fieldwork. Proceedings of ECSCW 2001. Bonn, Dordecht: Kluwer"},{"key":"9045_CR27","doi-asserted-by":"crossref","unstructured":"Martin, D. and M. Rouncefield (2003): Making the Organisation Come Alive: Talking Through and about the Technology in Remote Banking. Human\u2013Computer Interaction, vol. 18, nos. 1 and 2, pp. 111\u2013148, Lawrence Erlbaum Associates","DOI":"10.1207\/S15327051HCI1812_5"},{"key":"9045_CR28","doi-asserted-by":"crossref","unstructured":"Martin, D., M. Rouncefield and I. Sommerville (2002): Applying Patterns of Cooperative Interaction to Work (Re)Design: E-government and Planning. Proceedings of CHI 2002. Minneapolis, Minnesota: ACM press","DOI":"10.1145\/503376.503419"},{"key":"9045_CR29","unstructured":"Martin, D., D. Wastell and J. Bowers (1998): Ethnographically Informed Systems Design (EISD): The Development and Evaluation of an Internet-based Electronic Banking Application. Proceedings of European Conference on Information Systems (ECIS). Aix-en-Provence, France, June 1998"},{"key":"9045_CR30","doi-asserted-by":"crossref","unstructured":"Noblit, G.W. and R. Dwight Hare (1988): Meta-ethnography: Synthesising Qualitative Studies. London: Sage","DOI":"10.4135\/9781412985000"},{"issue":"4","key":"9045_CR31","doi-asserted-by":"publisher","first-page":"527","DOI":"10.2307\/2393471","volume":"37","author":"B.T. Pentland","year":"1992","unstructured":"Pentland B.T. (1992) Organizing Moves in Software Support Hot Lines. Administrative Science Quarterly vol. 37, no. 4, pp. 527\u2013548","journal-title":"Administrative Science Quarterly"},{"key":"9045_CR32","doi-asserted-by":"crossref","unstructured":"Pettersson, M., D. Randall and B. Hegelson (2002): Ambiguities, Awareness and Economy: A Study of Emergency Services Work. Proceedings of CSCW 2002. New Orleans, Loiusiana, USA: ACM Press","DOI":"10.1145\/587078.587118"},{"key":"9045_CR33","doi-asserted-by":"crossref","unstructured":"Plowman, L., Y. Rogers and M. Ramage (1995): What are Workplace Studies for? Proceedings of the Fourth European Conference on Computer-supported Cooperative Work (ECSCW 1995). London: Kluwer, pp. 309\u2013324","DOI":"10.1007\/978-94-011-0349-7_20"},{"issue":"2","key":"9045_CR34","doi-asserted-by":"publisher","first-page":"967","DOI":"10.1080\/095851900422375","volume":"11","author":"J. Purcell","year":"2000","unstructured":"Purcell J., Hutchinson S., Kinnie N. (2000) \u2018Fun and Surveillance\u2019: The Paradox of High Commitment Management in Call Centres. International Journal of Human Resource Management, vol. 11, no. 2, pp. 967\u2013985","journal-title":"International Journal of Human Resource Management"},{"key":"9045_CR35","doi-asserted-by":"crossref","unstructured":"Pycock, J., K. Palfreyman, J. Allanson and G. Button (1998): Representing Fieldwork and Articulating Requirements Through VR. In Proceedings of ACM CSCW \u201898 Conference on Computer-supported Cooperative Work. ACM Press","DOI":"10.1145\/289444.289513"},{"key":"9045_CR36","unstructured":"Randall, D., J.A. Hughes, J. O\u2019Brien and M. Rouncefield (1996): Organizational Memory and CSCW: Supporting the \u2018Mavis Phenomenon\u2019. Proceedings of OzCHI 96. Hamilton, New Zealand"},{"key":"9045_CR37","doi-asserted-by":"crossref","unstructured":"Randall, D., J.A. Hughes and D. Shapiro (1992): Using Ethnography to Inform Systems Design. Journal of Intelligent Systems, vol. 4, nos. 1 and 2, pp. 9\u201328","DOI":"10.1515\/JISYS.1994.4.1-2.9"},{"key":"9045_CR38","unstructured":"Richardson, R. (1994): Organizational and Locational Implications of New Telemediated Services. In R. Mansell (ed): Information, Control and Technical Change. ASLIB"},{"key":"9045_CR39","doi-asserted-by":"crossref","unstructured":"Schmidt, K. (1997): Of Maps and Scripts: The Status of Formal Constructs in Cooperative Work. Proceedings of GROUP 1997. ACM Press","DOI":"10.1145\/266838.266887"},{"key":"9045_CR40","doi-asserted-by":"crossref","unstructured":"Schon, D. and J. Bennet (1996): Reflective Conversation with Materials. In T. Winograd (ed) Bringing Design to Software. New York: Addison Wesley","DOI":"10.1145\/229868.230044"},{"key":"9045_CR55","doi-asserted-by":"crossref","unstructured":"Sharrock, W. and D. Randall (2004): Ethnography, ethnomethodology and the problem of generalisation in design. European Journal of Information Systems, v.13 n.3, pp.186\u2013194, September 2004","DOI":"10.1057\/palgrave.ejis.3000502"},{"key":"9045_CR41","unstructured":"Simone, C. and M. Sarini (2001): Adaptability of Classification Schemes in Cooperation: What Does it Mean? In Proceeedings of ECSCW 2001. Bonn, Germany: Kluwer Academic Publishers"},{"key":"9045_CR42","first-page":"395","volume":"5","author":"S.L. Star","year":"1992","unstructured":"Star S.L. (1992) The Trojan Door: Organizations, Work, and the \u2018Open Black Box\u2019. Systems\/Practice vol. 5, pp. 395\u2013410","journal-title":"Systems\/Practice"},{"key":"9045_CR43","volume-title":"Basics of Qualitative Research: Techniques and Procedures for Developing Grounded Theory","author":"A. Strauss","year":"1990","unstructured":"Strauss A., Corbin J. (1990) Basics of Qualitative Research: Techniques and Procedures for Developing Grounded Theory. London: Sage"},{"key":"9045_CR44","volume-title":"Plans and Situated Actions","author":"L. Suchman","year":"1967","unstructured":"Suchman L. (1967) Plans and Situated Actions. Cambridge: CUP"},{"issue":"9","key":"9045_CR45","first-page":"56","volume":"38","author":"L. Suchman","year":"1995","unstructured":"Suchman L. (1995) Making Work Visible. Special Issue of Communications of the ACM, vol. 38, no. 9, pp.56\u201364","journal-title":"Special Issue of Communications of the ACM"},{"key":"9045_CR47","doi-asserted-by":"crossref","unstructured":"Twidale, M., D. Randall and R. Bentley (1994): Situated Evaluation for Cooperative Systems. Proceedings of CSCW \u201994. Chapel Hill: \u00a9 ACM Press","DOI":"10.1145\/192844.193066"},{"key":"9045_CR48","doi-asserted-by":"crossref","unstructured":"Twidale, M., T. Rodden and I. Sommerville (1993): The Designers Notepad: Supporting and Understanding Cooperative Design. In Proceedings of ECSCW \u201893, Milan, pp. 93\u2013108, Dordrecht: Kluwer","DOI":"10.1007\/978-94-011-2094-4_7"},{"key":"9045_CR49","doi-asserted-by":"crossref","unstructured":"Viller, S. and I. Sommerville (1999): Coherence: An Approach to Representing Ethnographic Analyses in System Design. Human\u2013Computer Interaction, vol 14, pp. 9\u201341, Lawrence Erlbaum Associates","DOI":"10.1207\/s15327051hci1401&2_2"},{"key":"9045_CR50","doi-asserted-by":"crossref","unstructured":"Whalen, J. and E. Vinkhuyzen (1999): Expert Sytems in (Inter)action: Diagnosing Document Machine Problems Over The Telephone. In P. Luff, J. Hindmarsh and C.C. Heath (eds): (2000) Workplace Studies: Recovering Work Practice and Informing System Design. Cambridge: Cambridge University Press","DOI":"10.1017\/CBO9780511628122.006"},{"issue":"2","key":"9045_CR51","doi-asserted-by":"publisher","first-page":"239","DOI":"10.1080\/00071310220133322","volume":"53","author":"J. Whalen","year":"2002","unstructured":"Whalen, J. et al. (2002) Improvisational Choreography in Teleservice Work. British Journal of Sociology vol. 53, no. 2, pp. 239\u2013258","journal-title":"British Journal of Sociology"},{"key":"9045_CR52","volume-title":"Philosophical Investigations","author":"L. Wittgenstein","year":"1958","unstructured":"Wittgenstein L. (1958) Philosophical Investigations. Oxford: Blackwell"},{"key":"9045_CR53","volume-title":"A Sociology of Monsters: Essays on Power, Technology and Domination","author":"S. Woolgar","year":"1991","unstructured":"Woolgar S. (1991) Configuring the User: The Case of Usability Trials. In: J. Law (ed) A Sociology of Monsters: Essays on Power, Technology and Domination. London: Routledge"}],"container-title":["Computer Supported Cooperative Work (CSCW)"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/link.springer.com\/content\/pdf\/10.1007\/s10606-007-9045-4.pdf","content-type":"application\/pdf","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/link.springer.com\/article\/10.1007\/s10606-007-9045-4\/fulltext.html","content-type":"text\/html","content-version":"vor","intended-application":"text-mining"},{"URL":"http:\/\/link.springer.com\/content\/pdf\/10.1007\/s10606-007-9045-4","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"},{"URL":"https:\/\/link.springer.com\/content\/pdf\/10.1007\/s10606-007-9045-4.pdf","content-type":"application\/pdf","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,1,16]],"date-time":"2025-01-16T20:39:26Z","timestamp":1737059966000},"score":1,"resource":{"primary":{"URL":"https:\/\/link.springer.com\/10.1007\/s10606-007-9045-4"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2007,6]]},"references-count":53,"journal-issue":{"issue":"3","published-print":{"date-parts":[[2007,6]]}},"alternative-id":["9045"],"URL":"https:\/\/doi.org\/10.1007\/s10606-007-9045-4","relation":{},"ISSN":["0925-9724","1573-7551"],"issn-type":[{"value":"0925-9724","type":"print"},{"value":"1573-7551","type":"electronic"}],"subject":[],"published":{"date-parts":[[2007,6]]},"assertion":[{"value":"31 January 2005","order":1,"name":"received","label":"Received","group":{"name":"ArticleHistory","label":"Article History"}},{"value":"3 April 2007","order":2,"name":"accepted","label":"Accepted","group":{"name":"ArticleHistory","label":"Article History"}},{"value":"1 June 2007","order":3,"name":"first_online","label":"First Online","group":{"name":"ArticleHistory","label":"Article History"}}]}}