Understanding individual user resistance and workarounds of enterprise social networks: The case of Service Ltd

Jyoti Choudrie, Efpraxia D. Zamani

    Research output: Contribution to journalArticlepeer-review

    Abstract

    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.

    Original languageEnglish
    Pages (from-to)130-151
    Number of pages22
    JournalJournal of Information Technology
    Volume31
    Issue number2
    DOIs
    Publication statusPublished - 1 Jun 2016

    Keywords

    • case study
    • chatter
    • enterprise social networks
    • resistance
    • workarounds
    • yammer

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