Dual Information Systems: Supporting Organizational Working and Learning by Making Organizational Memory Transparent

Abstract

The conceptual design of most computer-based information systems reflects a dualism of technology. During the development phase, part of the work-domain related knowledge is formalized and encoded in the software, making it difficult for users to reflect upon and use this knowledge. This design/use-dualism contributes to the deterioration of the interpretive flexibility of information systems. This paper outlines an information systems architecture called Dual Information Systems (DIS) that incorporates the concepts of an organizational memory information system (OMIS) in a broader framework. DIS help bridge the design/use dualism by providing organizations with a set of services that enable and reinforce both effective, institutionalized working and the questioning and (re)construction of computer-supported work routines. DIS have a four-layered conceptual structure: (1) people draw on the business layer to work and learn; (2) people use the breakdown layer to handle unexpected breakdowns; (3) self-organizing project teams use the project layer to create innovative work and IS (re)designs; and (4) the Knowledge Sharing Server acts as an OMIS by storing these redesigns and making them organizationally available to facilitate working and learning as well as subsequent redesign efforts. We outline the theoretical background, conceptual structure and generic services of DIS. We elaborate on the services and the conceptual design of the business and breakdown layers of DIS (bDIS). The services help people work effectively and develop competence needed to handle breakdowns and participate in the redesign project teams. The conceptual design extends the hyperknowledge framework of Chang et al. Finally, we demonstrate the conceptual design and services in a financial services organization with the help of the ReDIS prototype.

An Information Systems Design Theory for Integrated Requirements and Release Management Systems

“…It enables traceability and the development of organizational memory that is especially useful when routines break down unexpectedly and the reasons for the breakdowns must be found and eliminated to continue the effective execution of routines [33]. Information about all prior edits, editors, and changes…”

Best Practices for International eSourcing of Software Products and Services

“…Software development codifies process-and application-related tacit knowledge into software in the form of complex and often nontransparent rules and structures [24]. The more tacit knowledge is codified, the more effort it takes to understand the software [24].…”

“…Software development codifies process-and application-related tacit knowledge into software in the form of complex and often nontransparent rules and structures [24]. The more tacit knowledge is codified, the more effort it takes to understand the software [24]. The learning curve is steep and expensive, but if a shared understanding of the software is not developed, the ground for an effective relationship is missing [33].…”

Redesigning Computer-Supported Work Processes with Dual Information Systems: The Work Process Benchmarking Service

“…The services of the business and breakdown layers of DIS are described in detail and demonstrated with Embedded Application System prototypes in [33], [36].…”

“…Käkölä and Koota [36] describe the business and breakdown layers of ReDIS. The case organization and the work process described in the following subsections are fictitious, but the ideas stem partly from the IBM Credit Corporation case presented by Hammer and Champy [22].…”