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Designing for communication at work: A case for technology-enhanced boundary objects

journal contribution
posted on 2023-06-07, 21:21 authored by Arthur Bakker, Phillip Kent, Celia Hoyles, Richard Noss
In this article we conceptualise the challenges of communication between a mortgage company and its customers in terms of crossing boundaries between communities. Through an ethnographic study we first address the question: what are the challenges of communication between sales agents and customers of a mortgage company around mathematical artefacts? Insight into these challenges formed the basis for an intervention in which we designed technology-enhanced boundary objects (TEBOs) that were reconfigurations of problematic symbolic artefacts. Secondly, we ask what the sales agents learned from the intervention. The data suggest that the intervention with the TEBOs helped employees to develop a better understanding of the mathematics behind the mortgages they sold, and to improve communication with their customers.

History

Publication status

  • Published

Journal

International Journal of Educational Research

ISSN

0883-0355

Publisher

Elsevier

Issue

1

Volume

50

Page range

26-32

Department affiliated with

  • Education Publications

Full text available

  • No

Peer reviewed?

  • Yes

Legacy Posted Date

2012-02-06

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