@article {762,
	title = {Complicating Utopian and Dystopian Views of Automation: An Investigation of the Work and Knowledge Involved in the Call Center Offshoring Industry in India},
	year = {2008},
	month = {2008},
	pages = {331 - 339},
	abstract = {Offshoring is motivated by the relocation and standardization of organizational services to remote locations{\textemdash}typically the so-called developing nations{\textemdash}in order to achieve substantial cost efficiencies. Standardized business practices, aided by
 information technologies, are assumed to mobilize and recover the service practices in these new contexts. In this paper,
 we examine the boundary objects and boundary work involved in call center work. Data from several interviews with managers,
 industry consultants, and agents in the call center industry reveal that the recovery of call center practices in India involves
 substantial managerial and employee work, in order to manage and stitch together the diverse cultural and practical interests
 of the various groups. As a result, beneath the automated and simplified appearance of call center work is an underlying complexity
 of boundary work and boundary objects involved in linking the various participants{\textemdash}both human and nonhuman{\textemdash}into a temporarily
 stable industry. The result is a complication to both utopian and dystopian views of call center work.
},
	url = {http://dx.doi.org/10.1007/978-0-387-09768-8_24},
	author = {Devadoss, Paul and Chiasson, Mike}
}
@article {374,
	title = {Virtuality and Non-Virtuality in Remote Stock Trading},
	year = {2008},
	month = {2008///},
	pages = {159 - 172},
	abstract = {Advances in information technology allow for remote working, leading to suggestions that remote individuals can operate in virtual instead of face-to-face teams. This paper considers the continuation of face-to-face communication in a European group of stock traders, despite the capabilities of information technology to individuate the work. The case illustrates that traders prefer and need to work in face-to-face settings for various reasons. Short-term reasons arise from a need for instant and effortless communication in their manipulation of market prices and for instant knowledge sharing, leading to both higher individual and collective profits. Long-term reasons arise from a need for continuous learning by novices and experts, as stock markets and stock prices settle into behavioral patterns over longer periods of time. The implications for computing and work are discussed.},
	url = {http://dx.doi.org/10.1007/978-0-387-09768-8_11},
	author = {Fuente, Roger and Chiasson, Mike and Devadoss, Paul}
}
@article {787,
	title = {Virtuality and Non-Virtuality in Remote Stock Trading},
	year = {2008},
	month = {2008},
	pages = {159 - 172},
	abstract = {Advances in information technology allow for remote working, leading to suggestions that remote individuals can operate in virtual instead of face-to-face teams. This paper considers the continuation of face-to-face communication in a European group
 of stock traders, despite the capabilities of information technology to individuate the work. The case illustrates that traders
 prefer and need to work in face-to-face settings for various reasons. Short-term reasons arise from a need for instant and
 effortless communication in their manipulation of market prices and for instant knowledge sharing, leading to both higher
 individual and collective profits. Long-term reasons arise from a need for continuous learning by novices and experts, as
 stock markets and stock prices settle into behavioral patterns over longer periods of time. The implications for computing
 and work are discussed.
},
	url = {http://dx.doi.org/10.1007/978-0-387-09768-8_11},
	author = {Fuente, Roger and Chiasson, Mike and Devadoss, Paul}
}
@article {299,
	title = {The Impact of Ubiquitous Computing Technologies on Business Process Change and Management: The Case of Singapore{\textquoteright}s National Library Board},
	year = {2005},
	pages = {139 - 152},
	abstract = {Ubiquitous Computing technologies are reaching a stage of technical maturity that is enabling their application in everyday business environments. As organizations increasingly adopt these technologies, such as radio frequency identification (RFID), a deeper understanding of their impacts on business process management and design will reveal innovative opportunities for organizations to leverage upon in achieving their objectives. The case of RFID adoption at the National Library Board (NLB) reveals how the technology has enabled deskilling, modularity, and motility in business processes. As a result, NLB has enjoyed higher levels of efficiency, developed novel and differentiated services, and achieved greater customer satisfaction.},
	doi = {10.1007/0-387-28918-6_12},
	author = {Ramchand, Anand and Devadoss, Paul and Pan, Shan}
}
