In the mid-1980s, Xerox copier technicians faced intricate machines that demanded constant social interaction and improvisation for repairs. Anthropologist Julian Orr discovered the disconnect between technician practices and Xerox’s assumptions, revealing the importance of narrative in troubleshooting. Technicians, often with rural upbringings, dedicated themselves to solving problems caused by user errors, developing complex diagnostic skills. Customers had to be educated on machine intricacies to aid in problem-solving. Orr’s study highlights the social dynamics of technician-customer relationships and the ingenuity required to navigate evolving copier technology. Contrary to corporate expectations, technicians thrived in their unique, high-ambiguity work environment.
https://books.worksinprogress.co/book/maintenance-of-everything/communities-of-practice/the-soul-of-maintaining-a-new-machine/1