TY - JOUR
T1 - Understanding individual user resistance and workarounds of enterprise social networks
T2 - The case of Service Ltd
AU - Choudrie, Jyoti
AU - Zamani, Efpraxia D.
PY - 2016/6/1
Y1 - 2016/6/1
N2 - The purpose of this study is to explore the use of Enterprise Social Networks (ESN), namely, Yammer and Chatter, using the lens of resistance and deployment of workarounds among individuals employed in a large, service sector organization. By doing so, we can illustrate the motivation behind individual use of ESN within a large organization, the reasons for not using it and the outcomes of their choices on the organization's performance and day-to-day activities. The research approach of our study involves employing a qualitative approach and adopting the interpretive research perspective. Our findings illustrate that there are several bottom-up and top-down pressures, which effectively hinder the adequate or successful use of ESN and drive user resistance and workarounds. The contributions of our study are manifold. First, since ESN are actively considered by organizations, our findings can inform policymakers on the issues that might arise beyond implementation, more so, during the actual use of the system. In other words, the results of this research can shed light on the areas where their efforts are best placed. At a theoretical level, our study enriches the extant literature associated with adoption issues, by explaining that ESN involve multi-level organizational characteristics found within a specific context of use, that of ESN.
AB - The purpose of this study is to explore the use of Enterprise Social Networks (ESN), namely, Yammer and Chatter, using the lens of resistance and deployment of workarounds among individuals employed in a large, service sector organization. By doing so, we can illustrate the motivation behind individual use of ESN within a large organization, the reasons for not using it and the outcomes of their choices on the organization's performance and day-to-day activities. The research approach of our study involves employing a qualitative approach and adopting the interpretive research perspective. Our findings illustrate that there are several bottom-up and top-down pressures, which effectively hinder the adequate or successful use of ESN and drive user resistance and workarounds. The contributions of our study are manifold. First, since ESN are actively considered by organizations, our findings can inform policymakers on the issues that might arise beyond implementation, more so, during the actual use of the system. In other words, the results of this research can shed light on the areas where their efforts are best placed. At a theoretical level, our study enriches the extant literature associated with adoption issues, by explaining that ESN involve multi-level organizational characteristics found within a specific context of use, that of ESN.
KW - case study
KW - chatter
KW - enterprise social networks
KW - resistance
KW - workarounds
KW - yammer
UR - http://www.scopus.com/inward/record.url?scp=84975041673&partnerID=8YFLogxK
U2 - 10.1057/jit.2016.9
DO - 10.1057/jit.2016.9
M3 - Article
AN - SCOPUS:84975041673
SN - 0268-3962
VL - 31
SP - 130
EP - 151
JO - Journal of Information Technology
JF - Journal of Information Technology
IS - 2
ER -