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ERIC Number: EJ934093
Record Type: Journal
Publication Date: 2011
Pages: 7
Abstractor: As Provided
Reference Count: 0
ISSN: ISSN-0883-0355
Designing for Communication at Work: A Case for Technology-Enhanced Boundary Objects
Bakker, Arthur; Kent, Phillip; Hoyles, Celia; Noss, Richard
International Journal of Educational Research, v50 n1 p26-32 2011
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. (Contains 3 figures.)
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Publication Type: Journal Articles; Reports - Research
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A