Abstract
This chapter provides some reflection on a research project conducted over the course of three years that started with a series of ethnographic studies of outsourced customer contact centres (or call centres) operating on behalf of large telecommunications companies.
This is a preview of subscription content, log in via an institution to check access.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
References
Bittner, E. (1965). The concept of organization. Social Research, 32, 230–255.
Castellani, S., Hanrahan, B., Colombino, T., & Grasso, A. (2013). Game mechanisms for production environments. In CHI 2013 Workshop on Designing Gamification: Creating Gameful and Playful Experiences, Paris, France.
Chamberlain, A., Crabtree, A., & Davies, M. (2013). Community engagement for research: Contextual design in rural CSCW system development. In C&T 13: Proceedings of the 6th International Conference on Communities and Technologies, Munich.
Colombino, T., Castellani, S., Grasso, A., & Willamowski, J. (2012). Agentville: Supporting situational awareness and motivation in call centres. In Proceedings of the 10th International Conference on the Design of Cooperative Systems, Marseille, France.
Colombino, T., Hanrahan, B., & Castellani, S. (2014). Lessons learned working with performance data in call centres. In Proceedings of the 11th International Conference on the Design of Cooperative Systems, Nice, France.
Crabtree, A. (2004). Design in the absence of practice: Breaching experiments. In DIS 2004, Cambridge, Massachusetts.
Crabtree, A., Rouncefield, M., & Tolmie, P. (2012). Doing design ethnography. Springer.
Garfinkel, H. (1967). Studies in ethnomethodology. London: Polity Press.
Rogers, Y., & Marshall, P. (2017). Research in the wild. Morgan & Claypool.
Sharrock, W. (2011). The project as an organisational environment for the division of labour. In Ethnomethodology at work (pp. 19–35). Farnham: Ashgate.
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2020 Springer Nature Switzerland AG
About this chapter
Cite this chapter
Colombino, T., Willamowski, J., Grasso, A., Hanrahan, B.V. (2020). Deeper into the Wild: Technology Co-creation Across Corporate Boundaries. In: Chamberlain, A., Crabtree, A. (eds) Into the Wild: Beyond the Design Research Lab. Studies in Applied Philosophy, Epistemology and Rational Ethics, vol 48. Springer, Cham. https://doi.org/10.1007/978-3-030-18020-1_4
Download citation
DOI: https://doi.org/10.1007/978-3-030-18020-1_4
Published:
Publisher Name: Springer, Cham
Print ISBN: 978-3-030-18018-8
Online ISBN: 978-3-030-18020-1
eBook Packages: EngineeringEngineering (R0)