It's nice to hear from you. I'm glad xmca is back up, I find some of the
discussions fascinating.
I am still working on the topic of technical support help desks (the ones
we call when our computers fail us) - specifically, how competence/expertise
arises from the interaction of support analysts and their material and
social environment.
Progress is slow, because it has been difficult to articulate situated
cognitive processes as precisely as the old cognitive science work on
troubleshooting expertise (if-then rules inside the head). I hope I will
learn stuff on xmca that will help me make progress.
Singapore is a fascinating place, and if there is anything that I can do
for fellow xmca members from this part of the world, I'll be glad to help.
Thank you for your kind note.
Regards.
Amit Das, NTU Singapore.