Activity Theory and System Design: A View from the Trenches
Computer Supported Cooperative Work (CSCW), 11 (1):
55-80 (2002)Abstract
An activity theory model and a mediating artifacts hierarchy were employed to help
identify the needs for tools for customer support engineers who documented solutions
to customer problems, a knowledge authoring activity. This activity also involves
customer support engineers who assist Hewlett-Packard software product users. The
particular tools to be designed were knowledge-authoring tools embedded in the
customer support tracking application suite, SupportTracker.1 The research analyzed
the role of tensions between the elements of Engeström’s activity theory model. The
research also explored the benefits of specific interpretations of Engeström’s refinement
of Wartofsky’s mediating artifacts hierarchy. The hierarchy contributed to the
identification of desired characteristics of mediating artifacts, particularly tools. The
findings included an interpretation of the “where-to” artifact concept as supporting an
understanding of the entire activity system as an evolving entity. Specific interventions
were used to achieve a positive impact on the evolution of the activity system.
