Internet technology in support of the concept of “communities-of-practice”: the case of Xerox

Work practices usually differ fundamentally from the way that organizations describe their operations in manuals, training programs, etc. This paper focuses on the way that certain work practices are supported at Xerox, and the conclusions of this effort are related to complementary investigations on learning and innovation. Here we propose that the combination of work, learning and innovation should be reconsidered within the framework of informal “communities-of-practice.” Information Technology tends to be used in order to reinforce the old work and study paradigms. This paper suggests a different use of IT, a use especially well suited to intra- and internets, with the aim of supporting informal structures rather than formal procedures. The case of Xerox Corporation is used as an example.