Article i 'Tidsskrift for arbejdsliv' no. 3 2007, page 44-58.
A broker working on the border
Anne Marie Kanstrup
The paper presents a perspective on IT-supporters as brokers in communities of practice based on theory on organizational learning and an analysis of a three-year long study of a local IT-supporter. The theoretical perspective presents a basis for understanding ideals for local IT-supporters as brokers between communities of practice and contributes to the creation of learning in organizations. In contrast, conclusions from the empirical study point primarily towards dilemmas related to the work of IT-supporters. Dilemmas are caused by the demand for balance required if local IT-supporters are to live up to expectations for brokers – a balance characterized by a complex co-existence of contradictions. Using the concept of brokering to understand IT-support gives insight to a complex work area and contributes to discussion of expectations and ideals for IT-support work – working at the border.