Publication: When the system does not fit: coping strategies of employment consultants
When the system does not fit: coping strategies of employment consultants
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Dolata, M., Schenk, B., Fuhrer, J., Marti, A., & Schwabe, G. (2020). When the system does not fit: coping strategies of employment consultants. Computer Supported Cooperative Work, 29(6), 657–696. https://doi.org/10.1007/s10606-020-09377-x
Abstract
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Abstract
Case and knowledge management systems are spread at the frontline across public agencies. However, such systems are dedicated for the collaboration within the agency rather than for the face-to-face interaction with the clients. If used as a collaborative resource at the frontline, case and knowledge management systems might disturb the service provision by displaying unfiltered internal information, disclosing private data of other clients, or revealing the limits of frontline employees’ competence (if they cannot explain something)
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- Dolata, Mateusz
- Schenk, Birgit
- Fuhrer, Jara
- Marti, Alina
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Citations
Dolata, M., Schenk, B., Fuhrer, J., Marti, A., & Schwabe, G. (2020). When the system does not fit: coping strategies of employment consultants. Computer Supported Cooperative Work, 29(6), 657–696. https://doi.org/10.1007/s10606-020-09377-x
