Abstract:
We have analysed and compared work practice of two troubleshooters performing on the {\em same} devices, with access to the {\em same} information but adapted to {\em different} workplaces. Troubleshooting behavior adapted to one workplace was assessed as inadequate and unacceptable by the troubleshooter performing in the other workplace. Investigating justifications underlying this assessment, we realize the significant effect of forces from organizational and workplace sources on problem solving behaviors. The effects go beyond what is currently conceived in knowledge acquisition and reuse practice. We have investigated organization and workplace characteristics that account for the significant differences between the two observed troubleshooting behaviors and the way behaviors are adapted to these characteristics. Findings are exploited to improve guidance in knowledge reuse, stressing workplace integration.

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