Using innovative approaches when analyzing information systems IS failure stories

Abstract

We are living and functioning in an ever-changing environment where technology plays a big rolein businesses and in individuals' lives. Often information systems have to support a variety of these functions. However, failures within these systems are evident and often reported on. In this paper, certain results of a study are discussed where case histories were investigated in which IS stakeholders were asked to share their experiences concerning the development and use of an Information System (IS). They shared stories from their own perspective and context within the organization, focusing on failure situations. These narratives were analyzed making use of three approaches and taking into account the views of multipleuser groups. The contribution of this work was to use a multiperspective lens in order to gain insight into different users' experiences, to interpret the complexity of the situation, and to listen to the often small voices of lower level users. The benefit of using multiple analysis approaches is improved sense making using the accounts of users in innovative and diverse ways and in doing so central elements can be focused upon when new systems are developed.