Paper Info
Title
The labor practices of service mediation: a study of the work practices of food assistance outreach
Abstract
In this paper, we present the results of a study of the work practices of food assistance outreach workers. We introduce the construct of service mediation, which includes the technical, social, and knowledge labor practices involved in enabling access to and use of an e-government service. We explore the service mediation activities of outreach, technological assistance, providing knowledge, and ongoing engagement. These activities bring to light how successful service relationships involve fostering a process, bridging relationships, and providing broader scaffolding. The results of our research highlight the role service mediation plays in the use of services and service technologies in information-rich organizations. This research extends previous conceptualizations of mediation by documenting how mediators support broader service processes for their clients, transform potential beneficiaries into clients, and engage in long term assistance. Therefore, this work moves beyond prior conceptualizations of mediation that concentrate solely on enabling access and use of specific technologies.
Year
DOI
Venue
2012
10.1145/2207676.2208342
CHI
Keywords
Field
DocType
role service mediation,long term assistance,successful service relationship,service mediation,enabling access,broader service process,work practice,food assistance outreach worker,e-government service,service mediation activity,labor practice,service technology,e government,service system
Service design,E-Government,Computer science,Knowledge management,Long-term assistance,Outreach,Beneficiary,Mediation (Marxist theory and media studies),Party-directed mediation,Service delivery framework
Conference
Citations 
PageRank 
References 
10
0.66
11
Authors
4
Name
Order
Citations
PageRank
Lynn Dombrowski111310.45
Amy Voida267950.32
Gillian Hayes31852155.64
Melissa Mazmanian423618.71