Bakker, Arthur, Kent, Phillip, Hoyles, Celia and Noss, Richard (2011) Designing for communication at work: A case for technology-enhanced boundary objects. International Journal of Educational Research, 50 (1). pp. 26-32. ISSN 0883-0355

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Abstract

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.

Item Type:	Article
Schools and Departments:	School of Education and Social Work > Education
Depositing User:	Phillip Kent
Date Deposited:	06 Feb 2012 18:47
Last Modified:	27 Apr 2012 10:34
URI:	http://sro.sussex.ac.uk/id/eprint/18320

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