"This research presents an ethnographic study of how technology is used to support collaboration at work. While "groupware" applications (computer programs designed to assist co-operation) are now widespread, there have been relatively few studies about how they are actually used. Addressing this, a study of the Lotus Notes™ groupware system is presented."

"This paper explores the sequential structure of work processes in a task unit whose work involves high numbers of exceptions, low analyzability of search, frequent interruptions and extensive deliberation, and cannot be characterized as routine under any traditional definition. Yet a detailed analysis of the sequential pattern of action in a sample of 168 service interactions reveals that most calls follow a repetitive, functionally similar pattern. This apparent contradiction presents a challenge to our theoretical understanding of routines: how can apparently non-routine work display such a high degree of regularity?"

"This paper presents provisional results from research into the uses and usefulness of electronic bibliographic databases in academic contexts. The research has been carried out as part of a British Library funded research project using ethnographic, focus group and conversation analytic techniques. Here we address the question: What can different varieties of ethnography and discourse analysis contribute to our understanding of organizational and institutional settings?."

"We describe ethnomethodologically informed ethnography as a methodology for information science research, illustrating it with the results of a study in a university library. We consider the issues that arise in coordinating the results of this research with the needs of information systems designers. As well as showing how ethnography can be used to inform systems design, this also carries implications for addressing the problems of coordinating ethnographic results with the work of other information science research methodologies. We describe our approach to addressing some of the problems of interdisciplinary working between system designers and ethnographic researchers"

"This paper is concerned ... with what we can learn from studying collaborative information seeking in the physical world. We discuss two studies of collaboration in physical environments and consider how key features of these physical interactions may apply to the design of digital information environments".

"This paper describes the use of ethnomethodologically-informed ethnography as a means of informing the requirements elicitation, design, development and evaluation of digital libraries. We present the case for the contribution of such studies to the development of digital library technology to support the practices of information-searching. We illustrate this by a particular study of the help desk at a university library, examining the implications it has for designing appropriate functionality for a digital library. This requires us to address the problems of using ethnographic data in systems design".

"This paper is intended to set the scene for a discussion of how different disciplinary perspectives can contribute towards our understanding of complex human-computer interaction situations, specifically focused on air traffic control (ATC). ..... It is important to note that a variety of different sociological approaches could illuminate ATC work, and what we represent here is mainly just one form of contribution, namely that of ethnomethodologically-inspired ethnography".