We say ‘implausible’ because from the point of view of micro-sociological analysis and the influential work of Julian Orr (1996) there is a consensus that the diagnosis and resolution of technical failures is an intrinsically ‘localised affair’ (i.e., rooted within a specific place and time).
Julian Orr, an anthropologist at Xerox's Palo Alto Research Center, undertook a study of these service technicians, their work, their values and their discourse. His findings are recorded in a book, 'Talking About ...
It took time (and Railtrack PLC) for me to realise documentation wasn’t the answer, it was John Seely Brown and Julian Orr who help me to realise documentation was a problem, and it took Capers Jones to make me see the cost of documentation.
Julian Orr's Talking About Machines (TAM) is celebrated for communicating something of the richness and complexity of work practices. Authors' endeavour is to connect the current wave of interest in practice with Orr's focal attentiveness to the practices of photocopier-repair technicians.