Producing expertise and achieving attribution in the context of computer support.
This study uses transcripts of interactions recorded between computer technicians and users to investigate the activities related to attribution and problem solving in the context of institutional computer support. We explore how achieving consensual attributions (in the context of diagnosis) is int...
| Publicado en: | British Journal of Social Psychology Vol. 47; no. 4; pp. 727 - 763 |
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| Autores principales: | , |
| Formato: | research tables/charts Journal Article |
| Publicado: |
Wiley-Blackwell
Dec2008
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| Acceso en línea: | Ver este registro en EBSCOhost |
| fields | @attributes: recordID: 1 pdfLink: plink: https://search.ebscohost.com/login.aspx?direct=true&db=ccm&AN=105607727&site=ehost-live header: @attributes: shortDbName: ccm uiTerm: 105607727 longDbName: CINAHL Complete uiTag: AN controlInfo: bkinfo: dissinfo: jinfo: jid: 01446665 99J jtl: British Journal of Social Psychology issn: 01446665 maglogo: Y pubinfo: dt: Dec2008 vid: 47 iid: 4 pid: 480 pub: Wiley-Blackwell place: Malden, Massachusetts artinfo: ui: 105607727 105607727 2010146670 10.1348/014466607x256751 NLM19017435 105607727 ppf: 727 ppct: 36 formats: tig: atl: Producing expertise and achieving attribution in the context of computer support. aug: au: Quayle M Durrheim K affil: School of Psychology, University of KwaZulu-Natal, KwaZulu-Natal, South Africa. quaylem@ukzn.ac.za sug: subj: Causal Attribution Computer User Training Professional-Client Relations Accountability Communication Skills Consumer Satisfaction Discourse Analysis Information Technology Job Characteristics Negotiation Problem Identification Problem Solving Professional Competence Qualitative Studies Social Identity Support, Psychosocial Telephone Information Services Theory Human ab: This study uses transcripts of interactions recorded between computer technicians and users to investigate the activities related to attribution and problem solving in the context of institutional computer support. We explore how achieving consensual attributions (in the context of diagnosis) is integral to managing moment-to-moment social demands, and how the outcomes are subject to negotiations about the definition of the problem and the nature of the social contract between interactants. We also show that these immediate interactional interests are subject to the longer-term 'moral careers' of the participants which are themselves subject to the roles, obligations, and concerns that participants have by virtue of their social and institutional positions. These immediate and longer-term layers of concern are interrelated and contingent, and all are important elements of how consensual attributions are socially accomplished in this context. pubtype: Academic Journal doctype: research tables/charts Journal Article ougenre: Article language: English refInfo: holdings: @attributes: islocal: N |
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