This dissertation examines knowledge work in a highreliability organization. Specifically, it explores the distributed problem solving behavior of service engineers, and their analytic support teams, for a world-class aircraft manufacturer. The ethnographic field study focuses on the organizational memories, information flows, boundary objects, and computer-mediated communication systems which facilitate the routine, daily activity of handling technical support requests from airlines. Special attention is given to the expertise required to successfully navigate the complexities of this information-intensive environment. How exactly do engineers locate and leverage prior experience to generate complete, precise and error-free resolutions in a timely fashion?
Lutters, Wayne G., "Supporting Knowledge Reuse: A Field Study of Service Engineers in a High-Reliability Organization" (2000). AMCIS 2000 Proceedings. 351.