This doesn't count as one of my questions, but what is with that title? When the whole point of the book is not just talking about machines!
- Could we get an overview on ethnographic research methods? Observation, interviewing, fitting oneself into the population being researched, making sense of the results -- this is all very interesting, and I know very little about it.
- On the management and de-skilling question (p. 150): I'm not even sure where to start with this. So-called "knowledge management" efforts have struck me as management's wishful attempts at de-skilling employees ("if we could only get that knowledge out of their pesky heads, we could fire 'em and hire youngsters at half the cost!"). Is invisible labor invisible to management too? Why doesn't management employ some of the same ethnographic techniques Orr uses in order to understand what their workers actually do? And whence cometh this delusion that hands-on experience can be reduced to an intranet or a training session?
- That said, is Orr's service triangle really a quadrangle? Where is IBM management in all this?