Sensemaking Handoff: When and How?

摘要

Computer support helpdesks often engage in sensemaking while working on atypical problems. Handoffs arerncommon in these sensemaking situations due to shift changes, because a different skill or perspective is neededrnor simply because the current sensemaker may be exhausted. Though handoff may be needed, it may not alwaysrnbe successful. This could be true because sensemaking involves non-routine activities for which no structuralrnsupport for handoff may exist, or because sensemakers may not be sure what to handoff if sensemaking is notrncomplete.rnThis study examined the issues related to sensemaking handoff in computer support helpdesks. Existing theoriesrnof sensemaking (Russell et al, 1993 and Weick, 1996) were used as a framework. Semi-structured interviewsrnwere conducted with two different computer helpdesk personnel groups at a large mid-western university.rnSuccessful handoffs occurred either very early or very late in the sensemaking process. This choice of handoffrntime as well as other aspects of handoffs are discussed using the principles of least collaborative effort [13] andrnmindfulness [18].