Julian Orr's extensive study of the work behaviors of field service technicians at Xerox found that the technicians were highly successful almost in spite of the company's training and procedures. Copier problems frequently fell outside of the items coved in the service manuals. The successful technicians were highly social individuals who gathered for breakfast, lunch, or other occasions and constantly swapped war stories of the bizarre problems encountered. Through this constant sharing, they developed a shared narrative of problems and solutions what was much more useful than the formal manuals.