Pritchard, K and Symon, G. (2011) “Sent from my BlackBerry® wireless device”: a critical consideration of co-constructing knowing via ‘smart’ mobile devices. Organizational Learning Knowledge and Capabilities, April 2011 (Hull).

1. “Sent from my Blackberry ® Wireless Device”Co-constructing knowing via ‘smart’ mobile devices. Katrina Pritchard and Gillian Symon Dept of Organizational Psychology, Birkbeck, University of London OLKC 2011, 12-14 April Research funded by British Academy SG-54143

2. Blackberry functions Mobile Email Camera Mobile Phone (text, voice) IM (via Blackberry PIN service) Calendar Internet access GPS Mapping

3. Blackberry functions Mobile Email Camera Mobile Phone (text, voice) IM (via Blackberry PIN service) Calendar Internet access GPS Mapping RIM’s marketing messages: ‘act on inspiration’ ‘do more, faster’ ‘carry your friends in your pocket’‘master your every day’ (source: http://uk.blackberry.com/devices).

4. Existing research Computer mediated communication media richness theory Mobile communication overload, interruption, absence-presence Blackberries & work-life balance Knowledge management capability and functionality of smartphones especially in distributed work environments

5. Research Context

6. Research Context Incident resolution involves office, mobile and shift work Work is distributed but also embedded in specific locations Resolving incidents involves both manual (engineering) and managerial work processes Time is a key performance measure (the clock starts ticking after 3 minutes)

7. Themes Responding to incidents Knowing about incidents Getting advice quickly Extended opportunities for knowledge sharing

8. Responding to incidents Use of BB’s camera to establish ‘facts’, emailed direct from BB Photos replacing a MOE’s assessment of the incident BUT also saves time, MOE’s can get on with ‘real’ engineering work MOE’s also use photos to challenge management:

9. Knowing about incidents 24/7 organization: knowledge about incidents constantly circulating Upward escalation has been replaced by management investigation BBs used to demonstrate knowledge

10. Getting advice quickly Audit trail differences between email, text and phone use from BB Issues related to media capability (especially attachments) and skim reading Responsiveness as effectiveness

11. Extending opportunities “it allows people who don’t prepare and don’t plan to impact on other people” Mixed reactions to use in meetings: distraction vs. tool to enable instant access to information to support discussions Ability to make use of travel time increases ‘presence’ in the office:

12. Discussion Challenges to conceptions of engineering knowledge Importance of being in the know and the risks of not knowing Visibility of both seeking and giving advice Audit trails and ‘reply alls’ Presence and distraction Both in relation to ‘real’ engineering work and ‘real’ management

13. Discussion Returning to RIM’s marketing messages: ‘act on inspiration’ ‘do more, faster’: but also exacerbates tensions between responsiveness and thoughtfulness ‘carry your friends in your pocket’‘master your every day’: raises issues with respect to control and power relations