Based on a bimodal approach combining elements of the ethnography of communication and organizational genre analysis, this study examines the text of a large corpus of trouble ticket discourse. Key findings involve 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 collaboratively concatenative generation of trouble tickets. Directions for future study include the evolution 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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