Knowing and the Art of IT Management. An inquiry into work practices in one-stop shops

Research output: ThesisDoctoral Thesis (monograph)


New information technology is developing faster than the models, metaphors and methods in use for conceptualizing the sharing and managing of information in organizations, in communities and in society in general. The way we utilize information technology today does not seem to succeed in supporting the everyday work practices through which organizations accomplish their work. In this Ph.D. dissertation, the results of a research project about skill, cooperation and computer support in public service one-stop shops are presented and discussed. Based on these results, alternative metaphors are presented for understanding the constructive aspects of front office work practices. One hypothesis is, that there is added value in not only being aware of multiperspectivity as an issue, but of making use of it in design. A problem here is that many traditional research methods, as well as most methods for systems development, are designed to diminish rather than make use of ambiguity and diversity. The metaphor of inverted indexicality of language is introduced in order to conceptualize the construction of meaning in action. New ways of conceptualizing IT management for the shop floor - including design issues - are proposed. Metaphors like 'the art of IT management', 'gardening' and 'caring for' are indicative of the issues at stake.


  • Sara Eriksén
Research areas and keywords

Subject classification (UKÄ) – MANDATORY

  • Information Systems, Social aspects


  • systems theory, Informatics, IT management, one-stop shops, public service, Knowing, work practice, Informatik, systemteori
Original languageEnglish
Awarding Institution
Supervisors/Assistant supervisor
  • [unknown], [unknown], Supervisor, External person
Award date1998 Dec 8
  • Sara Eriksén, University of Karlskrona/Ronneby, Soft Center, SE-372 25 Ronneby, Sweden,
Print ISBNs91-628-3290-5
Publication statusPublished - 1998
Publication categoryResearch

Bibliographic note

Defence details Date: 1998-12-08 Time: 10:15 Place: Smaragden, at the University of Karlskrona/Ronneby, Soft Center, Ronneby External reviewer(s) Name: Forsgren, Olov Title: PhD Affiliation: [unknown] ---