Handover Communications in Software Operations - A Qualitative Study
(2022) FLMU16 20212Division of Risk Management and Societal Safety
- Abstract
- The passing of information through handover communications is essential in many workplaces. Such handover communication is for example crucial in health care institutions, in nuclear power and in software operations. Handover communications in software operations happen on a daily basis much like in health care. Examples of handover communications in software operations include verbal or digital written handover communications that occur within a network operations center (NOC) or customer support center (CSC). Handover communications can occur during high tempo and high-stake scenarios or low tempo and low-stake scenarios and having confidence in the information and it being understood is important. The complexity and uncertainty of... (More)
- The passing of information through handover communications is essential in many workplaces. Such handover communication is for example crucial in health care institutions, in nuclear power and in software operations. Handover communications in software operations happen on a daily basis much like in health care. Examples of handover communications in software operations include verbal or digital written handover communications that occur within a network operations center (NOC) or customer support center (CSC). Handover communications can occur during high tempo and high-stake scenarios or low tempo and low-stake scenarios and having confidence in the information and it being understood is important. The complexity and uncertainty of information provided during the handover communication in software operations can affect an engineer’s confidence in understanding the current state of the system. Despite the importance of handover communications in software operations, the research into increased or decreased confidence of the engineer to understand the current state of the system after the information exchange is scarce.
In this qualitative research approach, semi-structured interviews were used to explore and gain insights into what attributes contribute to an engineers increased or decreased confidence after the handover in understanding the current state of the system. There were six engineers interviewed across two departments with a set of questions to help gain insights into their experiences during and after a handover communication.
The key findings for increased confidence in handover communications for engineers are verbal handovers, verbose handovers, handovers embedded into an engineers’ everyday workflow, guidance on what information to provide during the handover, and acknowledging the handover. The key findings for decreased confidence in handover communications for engineers are inconsistent information guidance for handovers across departments, the availability of engineers after the handover, preparing a handover while balancing multiple responsibilities, the use of formal templates for handovers, and the necessity to gain more detailed information through exploration after the handover. These key findings from the research may help provide increased confidence for engineers after a handover communication. (Less)
Please use this url to cite or link to this publication:
http://lup.lub.lu.se/student-papers/record/9076274
- author
- Todd, Chad LU
- supervisor
-
- Tove Frykmer LU
- organization
- course
- FLMU16 20212
- year
- 2022
- type
- H1 - Master's Degree (One Year)
- subject
- keywords
- Handover Communications, Common Ground, Joint Activity, Software Systems, Software Operations, Adaptive Capacity, Confidence, FLMU06
- language
- English
- id
- 9076274
- date added to LUP
- 2022-04-01 08:47:42
- date last changed
- 2022-04-04 19:08:32
@misc{9076274,
abstract = {{The passing of information through handover communications is essential in many workplaces. Such handover communication is for example crucial in health care institutions, in nuclear power and in software operations. Handover communications in software operations happen on a daily basis much like in health care. Examples of handover communications in software operations include verbal or digital written handover communications that occur within a network operations center (NOC) or customer support center (CSC). Handover communications can occur during high tempo and high-stake scenarios or low tempo and low-stake scenarios and having confidence in the information and it being understood is important. The complexity and uncertainty of information provided during the handover communication in software operations can affect an engineer’s confidence in understanding the current state of the system. Despite the importance of handover communications in software operations, the research into increased or decreased confidence of the engineer to understand the current state of the system after the information exchange is scarce.
In this qualitative research approach, semi-structured interviews were used to explore and gain insights into what attributes contribute to an engineers increased or decreased confidence after the handover in understanding the current state of the system. There were six engineers interviewed across two departments with a set of questions to help gain insights into their experiences during and after a handover communication.
The key findings for increased confidence in handover communications for engineers are verbal handovers, verbose handovers, handovers embedded into an engineers’ everyday workflow, guidance on what information to provide during the handover, and acknowledging the handover. The key findings for decreased confidence in handover communications for engineers are inconsistent information guidance for handovers across departments, the availability of engineers after the handover, preparing a handover while balancing multiple responsibilities, the use of formal templates for handovers, and the necessity to gain more detailed information through exploration after the handover. These key findings from the research may help provide increased confidence for engineers after a handover communication.}},
author = {{Todd, Chad}},
language = {{eng}},
note = {{Student Paper}},
title = {{Handover Communications in Software Operations - A Qualitative Study}},
year = {{2022}},
}