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Pritchard, K and Symon, G. (2011) “Sent from my BlackBerry® wireless device”: a critical consideration of...

Pritchard, K and Symon, G. (2011) “Sent from my BlackBerry® wireless device”: a critical consideration of
co-constructing knowing via ‘smart’ mobile devices. Organizational Learning Knowledge and Capabilities, April 2011 (Hull).

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Olkc presentation pritchard&symon for slide share Olkc presentation pritchard&symon for slide share Presentation Transcript

  • “Sent from my Blackberry ® Wireless Device”Co-constructing knowing via ‘smart’ mobile devices.
    Katrina Pritchard
    and
    Gillian Symon
    Dept of Organizational Psychology,
    Birkbeck,
    University of London
    OLKC 2011,
    12-14 April
    Research funded by British Academy SG-54143
  • Blackberry functions
    Mobile Email
    Camera
    Mobile Phone
    (text, voice)
    IM
    (via Blackberry PIN service)
    Calendar
    Internet access
    GPS Mapping
  • Blackberry functions
    Mobile Email
    Camera
    Mobile Phone
    (text, voice)
    IM
    (via Blackberry PIN service)
    Calendar
    Internet access
    GPS Mapping
    RIM’s marketing messages:
    ‘act on inspiration’ ‘do more, faster’
    ‘carry your friends in your pocket’‘master your every day’
    (source: http://uk.blackberry.com/devices).
  • Existing research
    Computer mediated communication
    media richness theory
    Mobile communication
    overload, interruption, absence-presence
    Blackberries & work-life balance
    Knowledge management
    capability and functionality of smartphones especially in distributed work environments
  • Research Context
  • Research Context
    Incident resolution involves office, mobile and shift work
    Work is distributed but also embedded in specific locations
    Resolving incidents involves both manual (engineering) and managerial work processes
    Time is a key performance measure (the clock starts ticking after 3 minutes)
  • Themes
    Responding to incidents
    Knowing about incidents
    Getting advice quickly
    Extended opportunities for knowledge sharing
  • Responding to incidents
    Use of BB’s camera to establish ‘facts’, emailed direct from BB
    Photos replacing a MOE’s assessment of the incident
    BUT also saves time, MOE’s can get on with ‘real’ engineering work
    MOE’s also use photos to challenge management:
  • Knowing about incidents
    24/7 organization: knowledge about incidents constantly circulating
    Upward escalation has been replaced by management investigation
    BBs used to demonstrate knowledge
  • Getting advice quickly
    Audit trail differences between email, text and phone use from BB
    Issues related to media capability (especially attachments) and skim reading
    Responsiveness as effectiveness
  • Extending opportunities
    “it allows people who don’t prepare and don’t plan to impact on other people”
    Mixed reactions to use in meetings:
    distraction vs. tool to enable instant access to information to support discussions
    Ability to make use of travel time increases ‘presence’ in the office:
  • Discussion
    Challenges to conceptions of engineering knowledge
    Importance of being in the know and the risks of not knowing
    Visibility of both seeking and giving advice
    Audit trails and ‘reply alls’
    Presence and distraction
    Both in relation to ‘real’ engineering work and ‘real’ management
  • Discussion
    Returning to RIM’s marketing messages:
    ‘act on inspiration’ ‘do more, faster’: but also exacerbates tensions between responsiveness and thoughtfulness
    ‘carry your friends in your pocket’‘master your every day’: raises issues with respect to control and power relations