Skip to main content
SpringerLink
Log in

Activity Theory and System Design: A View from the Trenches

  • Published:
Computer Supported Cooperative Work (CSCW) Aims and scope Submit manuscript

Abstract

An activity theory model and a mediatingartifacts hierarchy were employed to helpidentify the needs for tools for customersupport engineers who documented solutions tocustomer problems, a knowledge authoringactivity. This activity also involves customersupport engineers who assist Hewlett-Packardsoftware product users. The particular toolsto be designed were knowledge-authoring toolsembedded in the customer support trackingapplication suite, SupportTracker. The researchanalyzed the role of tensions between theelements of Engeström's activity theorymodel. The research also explored the benefitsof specific interpretations of Engeström'srefinement of Wartofsky's mediating artifactshierarchy. The hierarchy contributed to theidentification of desired characteristics ofmediating artifacts, particularly tools. Thefindings included an interpretation of the``where-to'' artifact concept as supporting anunderstanding of the entire activity system asan evolving entity. Specific interventionswere used to achieve a positive impact on theevolution of the activity system.

This is a preview of subscription content, log in via an institution to check access.

Access this article

Log in via an institution

Price excludes VAT (USA)
Tax calculation will be finalised during checkout.

Instant access to the full article PDF.

Institutional subscriptions

Similar content being viewed by others

References

  • Basili, Victor (1980): Models and Metrics for Software Management and Engineering, IEEE Computer Society Press, IEEE Catalog No. EHO-167-7.

  • STARS Conceptual Framework for Reuse Processes (CFRP) (1993): Volume I: Definition, STARSVC-A018/001/00, September 30.

  • STARS Conceptual Framework for Reuse Processes (CFRP) (1993): Volume II: Application, STARS-VC-A018/002/00, September 30.

  • Collins, Patricia and Shilpa Shukla (1999): Ethnography to Inform Design: Activity Theory Methods for Software Design Requirements. UC-Irvine Bay Area Round Table Seminar, June.

  • Cornwell, Patricia et al. (1999): Practical Optimization Considerations for Diagnostic Knowledge Representation. AAAI Symposium: AI in Equipment Maintenance Service and Support, March.

  • Engeström, Yrjo (1990): When is a Tool? Multiple Meanings of Artifacts in Human Activity. In Yrjo Engeström (ed.): Learning, Working and Imagining. Painettu Kirjapaino Oma Ky:ssa, Jyvaskylassa.

  • Engeström, Yrjo (1999): Reigjo Miettinen, and Raija-Leena Punamaki (eds.): Perspectives on Activity Theory. New York: Cambridge University Press.

    Google Scholar 

  • Grady, Robert (1998): Successful Software Process Improvement. Hewlett-Packard Press.

  • Hansen, Morten, Nitin Nohria and Thomas Tierney (1999): What's Your Strategy for Managing Knowledge? Harvard Business Review (March–April), pp. 106–116.

  • Kuutti, Kari (1996): Activity Theory as a Potential Framework for Human-Computer Interaction Research. In Bonnie A. Nardi (ed.): Context and Consciousness: Activity Theory and Human-Computer Interaction. Cambridge, Massachusetts: The MIT Press.

    Google Scholar 

  • Nardi, Bonnie A. (ed.) (1996): Context and Consciousness: Activity Theory and Human-Computer Interaction. Cambridge, Massachusetts: The MIT Press.

    Google Scholar 

  • Nonaka, Ikujiro and Hirotaka Takeuchi (1995): The Knowledge-Creating Company: How Japanese Companies Create the Dynamics of Innovation. Oxford University Press.

  • Pascale, Richard Tanner (1991): Managing on the Edge. Touchstone Books.

  • Peters, Tom (1991): Thriving on Chaos: Handbook for a Management Revolution. Harper Collins.

  • Senge, Peter M. (1990): The Fifth Discipline: The Art and Practice of The Learning Organization. New York: Doubleday Currency.

    Google Scholar 

  • Shukla, Shilpa (1998): Hit Squads and Bug Meisters: Discovering New Artifacts to Facilitate Design of Workflow Process. At Fourth Congress of the International Society for Cultural Research aneo: Activity Theory and Cultural Historical Approaches to Social Practice, Aarhus University, Denmark, June 7–11.

  • Tournaire, Francoise and Richard Farrell (1996): The Art of Software Support: Design and Operation of Support Centers and Help Desks, Prentice Hall.

  • Vygotsky, L.S. (1978): Mind in Society. Harvard University Press.

  • Wartofsky, M. (1979): Models: Representation and Scientific Understanding. Dordrecht: Reidel.

    Google Scholar 

Download references

Author information

Authors and Affiliations

  1. 210 Sleeper Avenue, Mountain View, CA, 94040, U.S.A.

    Patricia Collins

  2. FileNET Corporation, 3565 Harbor Boulevard, Costa Mesa, CA, 92626-1420, U.S.A.

    Shilpa Shukla

  3. Information and Computer Science, University of California, Irvine, CA, 92697-3425, U.S.A.

    David Redmiles

Authors
  1. Patricia Collins
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Shilpa Shukla
    View author publications

    You can also search for this author in PubMed Google Scholar

  3. David Redmiles
    View author publications

    You can also search for this author in PubMed Google Scholar

Rights and permissions

Reprints and permissions

About this article

Cite this article

Collins, P., Shukla, S. & Redmiles, D. Activity Theory and System Design: A View from the Trenches. Computer Supported Cooperative Work (CSCW) 11, 55–80 (2002). https://doi.org/10.1023/A:1015219918601

Download citation

  • Issue Date:

  • DOI: https://doi.org/10.1023/A:1015219918601

Search

Navigation