We proposed four categories for a set of activities that integrate both practices and processes: practice, recorded practice, endorsed process, and mandated process. We considered their usefulness for explaining phenomena, including change over time. We then applied them to a case in which a...

We investigated how sales representatives (Salespeople) and members of a service business development department (the Service Dept.) communicated within an informal online community, particularly in relation to their use of other informal and formal communication channels. We found that while...

Over the past decade, the rise of the Internet has enabled the emergence of surprising new forms of collective intelligence. Examples include Google, Wikipedia, Threadless, and many others. To take advantage of the possibilities these new systems represent, it is necessary to go beyond just...