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Speak Now and Forever Record Your Piece: Information Use in Technical Trouble Tickets

David W. Marlow, James M. Nyce,

Presented at ASIST 2004 Annual Meeting; "Managing and Enhancing Information: Cultures and Conflicts" (ASIST AM 04), Providence, Rhode Island, November 13 - 18, 2004


Based on a bimodal approach combining elements of the ethnography of communica-tion and organizational genre analysis, this study examines the text of a large corpus of trouble ticket discourse. Key findings in-volve the fragmentary nature of trouble ticket text, the role the system plays in the use of information, the duality of writers’ intention for the use of information, and the collabora-tively concatenative generation of trouble tickets.

Directions for future study include the evolu-tion of the trouble ticket genre over time, the affect of gender on communicative style, readers’ reactions to trouble tickets, and the role of trouble tickets play in organizational memory.

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