Reconciling knowledge sharing with individual tasks: interaction and interruptions in the open-plan office

The contribution of the open-plan office to work and organisation has long been a matter of some debate. Aside from its economic advantages, it is argued that it provides an important opportunity for colleagues to share knowledge and help each other. It is recognised, however, that the presence and participation of others can undermine the ability of personnel to concentrate on individual tasks and subjects work to interruption. This paper seeks to show how these seemingly contradictory issues are matters participants themselves orient to on a daily basis. In particular, it explores the interactional practices in and through which participants address and, to some extent reconcile, these competing demands; initiating brief conversations while seeking to preserve the integrity of the ongoing tasks in which colleagues are engaged. This article focuses on participants progressively establishing momentary encounters that enable them to exchange information and resolve the inevitable difficulties colleagues face in organisations.