TY - CONF T1 - Organizational memory: processes, boundary objects, and trajectories T2 - Proceedings of the 32nd Annual Hawaii International Conference on Systems Sciences (HICSS-32) Y1 - 1999 A1 - Mark S. Ackerman A1 - Christine A Halverson KW - expertise sharing KW - hotlines KW - information reuse KW - information trajectories KW - organizational memory AB -

The term organizational memory is due for an overhaul. Memory appears to be everywhere in organizations; yet, the term has been limited to only a few uses. Based on an ethnographic study of a telephone hotline group, this paper presents a micro-level, distributed cognition analysis of two hotline calls, the work activity surrounding the calls, and the memory used in the work activity. We find a number of interesting theoretical concepts that are useful in further describing and analyzing organizational memory.

JF - Proceedings of the 32nd Annual Hawaii International Conference on Systems Sciences (HICSS-32) UR - Complete ER -