Technology for Boundaries

This paper presents a study of an organisation, which is undergoing a process transforming organisational and technological boundaries. In particular, we shall look at three kinds of boundaries: the work to maintain and change the boundary between the organisation and its customers; boundaries between competencies within the organisation; and boundaries between various physical locations of work, in particular between what is done in the office and what is done on site. Maintaining and changing boundaries are the processes through which a particular community sustains its identity and practice on the one hand, and where it is confronted with the identity and practices on the other.The organisation being studied employs a multitude of IT systems that support and maintain these boundaries in a particular manner that are in many ways inappropriate to the current needs of the organisation.After analysing the history and the current boundary work, the paper will propose new technological support for boundary work. In particular the paper will suggest means of supporting boundaries when these are productive and for changing boundaries when this seems more appropriate. In total, flexible technologies seem a core issue when dealing with technology for boundaries.