Our business is problem-solving : learning, remembering and inscriptions at the it helpdesk /Åsa Mäkitalo, Ann-Charlotte Bivall, Roger Säljö.

This chapter explores institutional remembering as achieved through joint learning and meaning-making activities. It focuses on how symbolic technologies used for documentation are constitutive elements of, and intertwined with, practices that maintain continuity in a practice where learning and remembering are critical ingredients to keep the business up and running. Institutional informtion systems need to be readily available for members of any organization today, especially those that need to function 24/7. Such systems of documentation are often complex and may require extensive training of newcomers before they can be used productively and in line with organizational expectations. The possibility of working globally implies that support is needed around the clock, but it also changes the patterns of how and with whom members of such an organization work. Learning and memory practices in order to continuously update the stock of knowledge of the company are thus at the backbone of the activities.

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