People and Collaboration

Eser Kandogan, Paul P. Maglio, Eben M. Haber and John Bailey

in Taming Information Technology

Published in print August 2012 | ISBN: 9780195374124
Published online January 2013 | e-ISBN: 9780199979134 | DOI:

Series: Human Technology Interaction Series

People and Collaboration

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This chapter describes the social complexity of IT system administration through the story of George, a Web administrator who worked closely with many others in the course of debugging a new Web server. This story demonstrates the importance of collaboration, communication, coordination, and situational awareness as different people brought together their expertise in an attempt to solve a difficult problem. It also highlights the need for trust and understanding; the chapter shows how it was not sufficient to find a solution to the problem. In the end, George had to trust his collaborators to develop an understanding of the problem and of its solution.

Keywords: collaboration; coordination; grounding; common ground; system complexity; distributed cognition; mental models; trust

Chapter.  10125 words.  Illustrated.

Subjects: Engineering (General)

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