“Sent from my Blackberry ® Wireless Device”Co-constructing knowing via ‘smart’ mobile devices.<br />Katrina Pritchard <br ...
Blackberry functions<br />Mobile Email<br />Camera<br />Mobile Phone<br />(text, voice)<br />IM <br />(via Blackberry PIN ...
Blackberry functions<br />Mobile Email<br />Camera<br />Mobile Phone<br />(text, voice)<br />IM <br />(via Blackberry PIN ...
Existing research<br />Computer mediated communication<br />media richness theory<br />Mobile communication<br />overload,...
Research Context<br />
Research Context<br />Incident resolution involves office, mobile and shift work<br />Work is distributed but also embedde...
Themes<br />Responding to incidents<br />Knowing about incidents<br />Getting advice quickly<br />Extended opportunities f...
Responding to incidents<br />Use of BB’s camera to establish ‘facts’, emailed direct from BB<br />Photos replacing a MOE’s...
Knowing about incidents<br />24/7 organization: knowledge about incidents constantly circulating<br />Upward escalation ha...
Getting advice quickly<br />Audit trail differences between email, text and phone use from BB<br />Issues related to media...
Extending opportunities<br />“it allows people who don’t prepare and don’t plan to impact on other people”<br />Mixed reac...
Discussion<br />Challenges to conceptions of engineering knowledge<br />Importance of being in the know and the risks of n...
Discussion<br />Returning to RIM’s marketing messages:<br />‘act on inspiration’ ‘do more, faster’: but also exacerbates t...
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Olkc presentation pritchard&symon for slide share

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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

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

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