Paper as an analytic resource for the design of new technologies

We report on an examination of work practice in a knowledge-based, document-intensive organisation and describe the role of paper in that work. We show how such an examination can provide a resource for (1 ) the dclcrnlinalion 01 sys(cm design modifications that can bc undcr[akcn in the short term; (2) (hc (tctermination of entirely new systems design requiring longer term research and development; and (3) helping to specify where paper will ctmlinuc 10 Ix! uwd in Iu(urc cloCUlllCl}l-rCl iltC[l work praclicc.