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Democratising Repair Expertise: Designing Socio-Technical Systems to Capture Tacit Knowledge and Support Sustainable Repair Practices

Pranjal Jain Orcid Logo

Proceedings of the 23rd EUSSET Conference on Computer Supported Cooperative Work

Swansea University Author: Pranjal Jain Orcid Logo

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Abstract

Repair work has been the focus of the CSCW, especially in recognising system breakdowns. However, little focus has been given to developing socio-technical systems that support the implicit nature of repair. A significant amount of embodied and implicit knowledge is required when repairs are needed...

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Published in: Proceedings of the 23rd EUSSET Conference on Computer Supported Cooperative Work
ISSN: 2510-2591
Published: European Society for Socially Embedded Technologies (EUSSET) 2025
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URI: https://cronfa.swan.ac.uk/Record/cronfa70000
Abstract: Repair work has been the focus of the CSCW, especially in recognising system breakdowns. However, little focus has been given to developing socio-technical systems that support the implicit nature of repair. A significant amount of embodied and implicit knowledge is required when repairs are needed or when breakdowns occur. How can technology be designed to extract and capture that knowledge to assist repair work? In this context, this project explores how to design creative support tools for experts in community-based repair cafés to utilise while they address breakdowns. This project employs an ethnomethodological approach to observe repair work settings and uses co-design to understand interventions and identify effective technologies. Findings tell that DIY videos have not been particularly useful in the repair process, and there is a lack of a knowledge repository that can assist in the process of elimination when deciding the next best action in repairs. The aim is to develop a framework that facilitates how humans can converse with machines, capturing their decision-making processes and understanding, which can aid in performing their repair work. Contributing to sustainability by making the repair process more efficient, reducing waste, promoting product longevity, and supporting circular economy practices.
Item Description: https://dl.eusset.eu/handle/20.500.12015/5276
Keywords: Repair Work, Tacit Knowledge, Co-design
College: Faculty of Science and Engineering
Funders: BT Labs, British Telecom and the EPSRC Centre for Doctoral Training in Enhancing Human Interactions and Collaborations with Data and Intelligence Driven Systems (grant number EP/S021892/1)

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