A92. Rice, R. E. (2008). Unusual routines: Organizational (non)sensemaking.  Journal of Communication, 58(1), 1-19.

Unusual routines are contradictory and frustrating subprocesses that inherently generate negative consequences for some organizations, system users, organizational representatives, customers and clients, while generating completely sensible and even effective outcomes for others. They embroil both customers as well as organizational members in work, delay, error and blame subroutines. They may be caused by conflicting goals, poor feedback, symbolic uses and manipulation, and barriers to perception.  They may be difficult to identify, overcome or resolve through feedback due to inherent problems in communication and organizational feedback processes.

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