Users as developers: a field study of call centre knowledge work
(2007)
Journal Article
Burns, B., & Light, B. (2007). Users as developers: a field study of call centre knowledge work. Journal of Organizational and End User Computing, 19(4), 42-56. https://doi.org/10.4018/joeuc.2007100103
We report the findings of a field study of the enactment of ICT supported knowledge work in a Human Resources contact centre, illustrating the negotiable boundary between what constitutes the developer and user. Drawing upon ideas from the social sha... Read More about Users as developers: a field study of call centre knowledge work.