The front reception desk of the consultancy company is manned by a receptionist. Focus is on the ways in which the receptionist serves as a hub, coordinating between a team of seven projects workers (located at this and another site) and various other clients. Clients may present face-to-face or contact via telephone.
We are not provided with much information in the papers as to how the activity of the receptionist is represented. We assume that the receptionist takes messages and passes these on to relevant team members where appropriate. Where communications concern booking meeting rooms these are entered onto the paper based meeting room booking schedule which is held by the receptionist. When the human factors specialist leaves the office for an appointment, this is noted (place, time) on the receptionist's paper desk calender to enable others to contact him.
The receptionist serves as a hub at site A, coordinating between back office workers, workers on the project at a site 20 miles away, and external clients. Communications may be over the telephone or face-to-face. Modes of communication are representaed by arrows.
Due to the small size of the organisational group (7 workers at two sites) coordination through the receptionist is managed successfully. Coordination is managed interactionally and through the use of particular artefacts. For example, through contacts face-to-face or over the telephone, the receptionist relays information and directs contacts between the different groups. General information about where people are, room bookings and so forth is available on various artefacts (e.g. meeting room booking schedule, desk calender) on the receptionists desk or can be given to interested actors over the phone through interaction with the receptionist. The receptionist can use their knowledge of personnel, their activities and projects to screen and direct people and information.
Intra and inter-organisational interaction on the telephone or face-to-face between project members and project members and clients managed through a reception desk.