Ubiquitous computing and the double immutability of remote diagnostics technology: An exploration into six cases of remote diagnostics technology use

Abstract

The aim of this paper is to display the use a specific type of ubiquitous computing technology-remote diagnostics technology-in organizations and, in particular, the way in which the technology is enacted in remote and local maintenance groups. By taking a case study approach, we look into the use of remote diagnostics technology in the maintenance industry. Drawing from actor-network theory, and in particular the notion of double immutability, we argue that we need to establish a stable relationship that uses remote diagnostics technology for monitoring machine performance from a remote place while also keeping a level of local responsiveness toward machine performance. The stability of the remote diagnostics technology is seemingly effective in that critical data can be collected, diffused, and manipulated. The stability of the network of relations surrounding the technology is, however, yet to emerge. The borders between the central group and the local maintenance workers must be considered and we need to acknowledge that it takes effort to sustain stable networks of relations. We need to establish a new relationship that uses ubiquitous computing technology for monitoring processes and activities from the remote group while also keeping a level of local responsiveness toward machine performance. Taken together, the remote and the local group, along with the remote diagnostics technology, constitute a maintenance work collective. © 2005 by International Federation for Information Processing.