This paper reports the findings of a three-year ethnographic study of problem-solving
activities in a high-tech computer manufacturing company. Contrary to the expressed
belief that technology reduces the need for face-to-face interaction, we discovered that
the mundane, commonplace, "informal" activities performed by employees are not
only prevalent but also critical to the achievement of collaborative problem solving.
We identify this recurrent form of interaction as informal problem solving (IPS) and
offer a detailed conceptualization of its forms and functions in the organization.
Goffinan's depiction of "focused gatherings," rather than traditional conceptions of
small groups, is used to characterize the ad hoc, spontaneous manner of IPS meet
ings that are often not affiliated with a formal meeting or formal group.
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