Le travail invisible ou quand l’activité se fait hors du système d'information numérique

Abstract

This article is based on the analysis of the activity of the agents in an operating room of a freight transport operator, who are daily exposed to unforeseen events. We present work situations during which the agents act on the borders or outside the digital information system (DIS). This is the case when the latter proves to be unsuited to the contingencies of the situation because of the insufficiency or unsuitability of its information. In the most degraded situations, the agents must compensate for the malfunctioning of the DIS. Each of these situations highlights the need for them to build, develop and maintain external resources independently of the DIS.

Keywords

• intersubjectivity
• invisible work
• instrument system
• contingency management
• freight transport