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Who needs the help desk? Tackling one's own technological problem via self IT service 谁需要服务台?透过自助资讯科技服务,解决自己的科技问题
IF 6.3 2区 管理学 Q1 INFORMATION SCIENCE & LIBRARY SCIENCE Pub Date : 2021-09-01 DOI: 10.1016/j.infoandorg.2021.100367
Sam Zaza , Iris Junglas , Deborah J. Armstrong

Individuals are becoming more technologically savvy and self-sufficient, often transferring what they have learned in the personal realm of apps and chats into the organizational realm. Self information technology (IT) service, or an employees' attempts to solve their technological problem without first seeking the assistance of the IT department personnel, is a phenomenon that has been witnessed for a while but has not yet achieved sufficient theoretical scrutiny. Grounded in qualitative data collected from IT department personnel, an initial theory of self IT service is presented that denotes self IT service as a distinct concept with its own set of drivers and effects. Our study not only informs and expands existing conceptualizations of IT service, but also provides insights for researchers and organizations on how to harness the self IT service phenomenon for their advantage.

个人变得越来越精通技术,自给自足,经常把他们在应用程序和聊天等个人领域学到的东西转移到组织领域。自我信息技术(IT)服务,即员工试图在不首先寻求IT部门人员帮助的情况下解决自己的技术问题,是一种已经出现了一段时间的现象,但尚未得到足够的理论审查。基于从IT部门人员收集的定性数据,提出了一个初始的自我IT服务理论,该理论将自我IT服务表示为具有自己的一组驱动因素和效果的独特概念。我们的研究不仅充实和扩展了现有的IT服务概念,而且还为研究人员和组织提供了如何利用自助IT服务现象的见解。
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引用次数: 2
The research-practice gap as a pragmatic knowledge boundary 研究-实践差距作为语用知识边界
IF 6.3 2区 管理学 Q1 INFORMATION SCIENCE & LIBRARY SCIENCE Pub Date : 2021-06-01 DOI: 10.1016/j.infoandorg.2020.100334
Samuel Makin

Existing discourse on the research-practice gap underplays the role of practitioners and assumes that the existence of the gap is due primarily to deficiencies in theory. This conceptual paper problematizes this assumption and explores in practice why practitioners have not been able to harness and apply insights from organisation theory (OT) and information systems (IS) research . Drawing on the concept of knowledge boundaries, several key arguments are made. Firstly, a pragmatic knowledge boundary divides academics and practitioners. Secondly, the novelty of OT and IS research at this knowledge boundary hinders practitioners' ability to constructively assess it, which results in contradictions and discourages its application in practice. Finally, when academics and practitioners collaborate to promote deeper engagement, and when effective boundary-spanning objects are used, there are signs that the research-practice gap can be overcome. These arguments are illustrated through a case-study of employees in a medium-sized IT consulting company.

现有的关于研究-实践差距的论述低估了实践者的作用,并假设差距的存在主要是由于理论的缺陷。这篇概念性论文对这一假设提出了质疑,并在实践中探讨了为什么从业者不能利用和应用组织理论(OT)和信息系统(IS)研究的见解。利用知识边界的概念,提出了几个关键的论点。首先,语用知识边界将学者和实践者区分开来。其次,在这一知识边界上,OT和IS研究的新颖性阻碍了从业者对其进行建设性评估的能力,这导致了矛盾并阻碍了其在实践中的应用。最后,当学者和实践者合作促进更深层次的参与,当有效的跨界对象被使用时,有迹象表明研究与实践之间的差距是可以克服的。通过对一家中型IT咨询公司员工的案例研究来说明这些论点。
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引用次数: 10
Cultural metaphors and KMS appropriation: Drawing on Astérix to understand non-use in a large French company 文化隐喻和KMS挪用:借鉴astimrix来理解一家大型法国公司不使用KMS
IF 6.3 2区 管理学 Q1 INFORMATION SCIENCE & LIBRARY SCIENCE Pub Date : 2021-06-01 DOI: 10.1016/j.infoandorg.2021.100352
Aurélie Dudézert , Nathalie Mitev , Ewan Oiry

Management research is increasingly using fiction as an insightful way to analyze complex organizational dynamics. Focusing on user appropriation of Knowledge Management Systems, we describe how we used the popular Astérix, a well-known French cartoon to better understand KMS appropriation. We came to use this approach in an action research project in a large French construction firm initially designed to help Chief Knowledge Officers address KMS non-use. After our first findings showed paradoxical cultural issues, and based on the idea that culture is central to sensemaking and appropriation, we used the notion of the cultural metaphor to help better understand the cultural aspects associated with KMS appropriation. These results contribute knowledge in three different areas. First, we underline the role of cultural metaphors in information systems appropriation. Second, we enrich the literature on the role of fiction in management by illustrating the role of cultural metaphors. Third, we report on how this can be used in an action research project to help better understand KMS appropriation issues, which has the potential of leading to practical managerial action.

管理研究越来越多地使用虚构作为一种有见地的方式来分析复杂的组织动力学。专注于知识管理系统的用户挪用,我们描述了如何使用流行的ast rix(一个著名的法国漫画)来更好地理解知识管理系统的挪用。我们在一家法国大型建筑公司的行动研究项目中使用了这种方法,最初的目的是帮助首席知识官解决不使用KMS的问题。在我们的第一个发现显示了矛盾的文化问题之后,基于文化是意义建构和挪用的核心这一观点,我们使用了文化隐喻的概念来帮助更好地理解与KMS挪用相关的文化方面。这些结果提供了三个不同领域的知识。首先,我们强调文化隐喻在信息系统挪用中的作用。其次,我们通过说明文化隐喻的作用来丰富关于小说在管理中的作用的文献。第三,我们报告了如何将其用于行动研究项目,以帮助更好地理解KMS拨款问题,这有可能导致实际的管理行动。
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引用次数: 1
Managing information sharing: Interorganizational communication in collaborations with competitors 管理信息共享:与竞争对手合作时的组织间沟通
IF 6.3 2区 管理学 Q1 INFORMATION SCIENCE & LIBRARY SCIENCE Pub Date : 2021-06-01 DOI: 10.1016/j.infoandorg.2021.100354
Joyce Yi-Hui Lee , Carol Saunders , Niki Panteli , Tang Wang

A key challenge for managing interorganizational relationships in high-tech sectors is to design information sharing practices for supporting cooperative activities without leaking competitive proprietary information. In this paper, we use a qualitative multi-case study to explore the role of communication in supporting cooperative information sharing while keeping competitive information concerns at bay. We study two contrasting dyads of a Taiwanese buyer and Korean supplier in the digital home entertainment industry --- one which was a successful interorganizational relationship and led to further collaboration and the other which was unsuccessful and thus terminated. Drawing insights from Media Synchronicity Theory (MST), we develop a process model that explores the combination of communication media with communication content and processes for effective (ineffective) communication that promotes trust, information sharing and open communication in successful (unsuccessful) interorganizational relationships.

管理高科技部门组织间关系的一个关键挑战是设计信息共享实践,以支持合作活动而不泄露竞争性专有信息。在本文中,我们使用定性的多案例研究来探讨沟通在支持合作性信息共享同时保持竞争性信息关注方面的作用。我们研究了台湾买家和韩国供应商在数字家庭娱乐行业的两个截然不同的组合——一个是成功的组织间关系,导致了进一步的合作,另一个是不成功的,因此终止了合作。借鉴媒体同心性理论(MST)的见解,我们开发了一个过程模型,该模型探索了传播媒体与传播内容的结合,以及有效(无效)沟通的过程,从而在成功(不成功)的组织间关系中促进信任、信息共享和开放沟通。
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引用次数: 10
Experimenting during the shift to virtual team work: Learnings from how teams adapted their activities during the COVID-19 pandemic 向虚拟团队工作转变期间的实验:从新冠肺炎大流行期间团队如何调整活动中学习
IF 6.3 2区 管理学 Q1 INFORMATION SCIENCE & LIBRARY SCIENCE Pub Date : 2021-03-01 DOI: 10.1016/j.infoandorg.2021.100343
Ashley Whillans, Leslie Perlow, Aurora Turek

Past research has focused on understanding the characteristics of work that are fully virtual or fully collocated. The present study seeks to expand our understanding of team work by studying knowledge workers' experiences as they were suddenly forced to transition to a fully virtual environment. During the height of the US lockdown from April to June 2020, we interviewed 51 knowledge workers employed on teams at the same professional services firm. Drawing from in situ reflections about teams' lived experiences, this paper explores how the shift to virtual work brought on by the COVID-19 pandemic illuminated the fundamental activities that team work requires, facilitated and undermined the performance of team activities, and prompted employees to adapt and reflect on their use of digital technology to perform these activities. Using the shift to virtual work as a unique learning opportunity, our findings demonstrate that team work entails several core activities (task, process, and relationship interactions) that require additional adjustments to successfully enact in the virtual (vs. collocated) environment.

过去的研究主要集中在理解完全虚拟或完全搭配的工作的特点。本研究试图通过研究知识工作者突然被迫过渡到完全虚拟环境时的经历来扩展我们对团队工作的理解。在2020年4月至6月美国封锁最严重的时期,我们采访了同一家专业服务公司团队中的51名知识工作者。通过对团队生活经验的现场反思,本文探讨了COVID-19大流行带来的虚拟工作的转变如何阐明了团队工作所需的基本活动,促进和破坏了团队活动的绩效,并促使员工适应和反思他们使用数字技术来执行这些活动。将向虚拟工作的转变作为一个独特的学习机会,我们的研究结果表明,团队工作需要几个核心活动(任务、过程和关系互动),这些活动需要额外的调整才能在虚拟(相对于虚拟)环境中成功实施。
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引用次数: 56
Unto the breach: What the COVID-19 pandemic exposes about digitalization 突破:COVID-19大流行暴露了数字化的什么
IF 6.3 2区 管理学 Q1 INFORMATION SCIENCE & LIBRARY SCIENCE Pub Date : 2021-03-01 DOI: 10.1016/j.infoandorg.2021.100337
Samer Faraj, Wadih Renno, Anand Bhardwaj

Much recent scholarly investigation has been focused on the promise of digitalization and the new ways of working and organizing it makes possible. In this paper, we analyze how the COVID-19 pandemic has acted as a natural breaching experiment that has challenged taken-for-granted expectations about digitalization and revealed four important issues: uneven access to digital infrastructures, the persistence of the analog in digitalization, the brittleness of unchecked digitalization, and panoptical surveillance. The sudden shift to digital work has exposed taken-for-granted assumptions about the universality of digital access. The crisis has also revealed that many highly digitalized processes still rely on analog elements. The pandemic has also exposed that many algorithms used in digitalized inter-organizational processes are brittle due to overreliance on historic patterns. Finally, the pandemic has breached fundamental expectations of privacy when organizational surveillance was extended into private and public spaces. Thus, the pandemic has laid bare fundamental challenges in digitalization and has exposed the limits of rose‑tinted thinking about the relation between technology and organizing.

最近的许多学术调查都集中在数字化的前景以及它所带来的新的工作和组织方式上。在本文中,我们分析了2019冠状病毒病大流行如何成为一场自然突破实验,挑战了人们对数字化理所当然的期望,并揭示了四个重要问题:数字基础设施的接入不均衡、数字化中模拟的持久性、未经检查的数字化的脆弱性以及全光学监控。向数字工作的突然转变暴露了对数字访问的普遍性的想当然的假设。这场危机还表明,许多高度数字化的过程仍然依赖于模拟元素。这场大流行还暴露出,由于过度依赖历史模式,数字化组织间流程中使用的许多算法很脆弱。最后,当组织监测扩展到私人和公共空间时,大流行违背了对隐私的基本期望。因此,这场大流行暴露了数字化的根本挑战,暴露了对技术与组织之间关系的乐观思维的局限性。
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引用次数: 74
Can digital innovations help reduce suffering? A crowd-based digital innovation framework of compassion venturing 数字创新能帮助减少痛苦吗?一个基于群体的同情冒险的数字创新框架
IF 6.3 2区 管理学 Q1 INFORMATION SCIENCE & LIBRARY SCIENCE Pub Date : 2021-03-01 DOI: 10.1016/j.infoandorg.2021.100338
Ann Majchrzak , Dean A. Shepherd

The Coronavirus disease (COVID-19) pandemic has been a devastating crisis affecting the physical, social, and financial well-being of people the world over. Unlike business-as-usual, crises create unique context conditions in which to study digital innovation. Crises can create widespread suffering. Crises can also trigger the creation of “compassionate ventures” started by emergent entrepreneurs, who, by being themselves victims of adversity, are driven to start ventures to alleviate people's suffering. In this essay, we appropriate the literature from management and entrepreneurship on compassionate venturing to suggest a framework for helping to clarify distinctions in the ways in which digital innovation may emerge during crises.

冠状病毒病(COVID-19)大流行是一场影响全世界人民身体、社会和经济福祉的毁灭性危机。与一切照旧不同,危机为研究数字创新创造了独特的背景条件。危机会造成广泛的痛苦。危机也可以引发由新兴企业家开创的“富有同情心的企业”,这些企业家本身就是逆境的受害者,他们被迫创办企业来减轻人们的痛苦。在这篇文章中,我们借用了管理学和创业学关于富有同情心的风险投资的文献,提出了一个框架,以帮助澄清数字创新在危机期间可能出现的方式的区别。
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引用次数: 21
Liminal innovation in practice: Understanding the reconfiguration of digital work in crisis 实践中的终极创新:理解危机中数字化工作的重构
IF 6.3 2区 管理学 Q1 INFORMATION SCIENCE & LIBRARY SCIENCE Pub Date : 2021-03-01 DOI: 10.1016/j.infoandorg.2021.100336
Wanda J. Orlikowski , Susan V. Scott

As conditions of crisis disrupt established practices, existing ways of doing things are interrupted and called into question. The suspension of routine sociomaterial enactments produces openings for liminal innovation, a process entailing iterative experimentation and implementation that explores novel or alternative materializations of established work practices. We draw attention to three distinct tensions on the ground that arise in conditions of crisis — pragmatic, tactical, and existential — and show how these may be leveraged to produce liminal innovations in practice. While the process of liminal innovation can be challenging, it can also be generative, creating opportunities for the reconfiguration of digital work in conditions of crisis.

由于危机的条件扰乱了既定的做法,现有的做事方式也被打断并受到质疑。常规社会物质行为的暂停为极限创新创造了机会,这一过程需要迭代实验和实施,探索既定工作实践的新颖或替代物化。我们提请注意在危机条件下出现的三种不同的紧张局势——务实的、战术的和生存的——并展示如何利用这些紧张局势在实践中产生初步创新。虽然极限创新的过程可能具有挑战性,但它也可能具有创造性,为在危机条件下重新配置数字工作创造了机会。
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引用次数: 29
Institutional logics and innovation in times of crisis: Telemedicine as digital ‘PPE’ 危机时期的制度逻辑与创新:远程医疗作为数字“PPE”
IF 6.3 2区 管理学 Q1 INFORMATION SCIENCE & LIBRARY SCIENCE Pub Date : 2021-03-01 DOI: 10.1016/j.infoandorg.2021.100340
Eivor Oborn , Nirit Putievsky Pilosof , Bob Hinings , Eyal Zimlichman

How do crises shape digital innovation? In this paper we examine the rapid adoption of digital telemedicine technologies in an Israeli hospital with a focus on the role of the institutional logics held by the stakeholders responding to emerging events. With the onset of COVID-19, the need for social distancing and minimal physical contact challenged and interrupted hospital practices. In response, remote audio-visual functionality of digital technologies were appropriated in different ways, as stakeholders – state actors, managers, health professionals, and family members – sought to improvise and enhance the protection of persons concerned. We show how emerging practices were guided by the dominant institutional logics of stakeholders responding to the crisis. Acting for many as a digital form of ‘personal protective equipment’ (PPE), the technologies enabled diverse action possibilities to become manifest in practices. We add to understanding the role of institutional logics in directing the attention of stakeholders to shape digital innovation in times of crisis.

危机如何影响数字创新?在本文中,我们研究了以色列一家医院快速采用数字远程医疗技术的情况,重点关注利益相关者在应对新事件时所持的制度逻辑的作用。随着新冠肺炎的爆发,保持社交距离和尽量减少身体接触的需求挑战并中断了医院的做法。作为回应,数字技术的远程视听功能以不同的方式被利用,因为利益相关者——国家行为者、管理人员、卫生专业人员和家庭成员——试图即兴发挥并加强对相关人员的保护。我们展示了新兴实践是如何受到利益相关者应对危机的主导制度逻辑的指导的。对许多人来说,这些技术是“个人防护装备”(PPE)的数字形式,使各种行动的可能性在实践中得以体现。我们进一步理解了制度逻辑在危机时期引导利益相关者关注数字创新方面的作用。
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引用次数: 27
Crisis as opportunity, disruption and exposure: Exploring emergent responses to crisis through digital technology 危机是机遇、破坏和暴露:通过数字技术探索危机的应急反应
IF 6.3 2区 管理学 Q1 INFORMATION SCIENCE & LIBRARY SCIENCE Pub Date : 2021-03-01 DOI: 10.1016/j.infoandorg.2021.100344
Manos Gkeredakis , Hila Lifshitz-Assaf , Michael Barrett

We live in a technologically advanced era with a recent and marked dependence on digital technologies while also facing increasingly frequent extreme and global crises. Crises, like the COVID-19 pandemic, are significantly impacting our societies, organizations and individuals and dramatically shifting the use of, and dependence on, digital technology. The way digital technology is used to cope with crises is novel and not well understood theoretically. To explore the varied uses and impact of digital technologies during crises, we propose to view crisis as (1) opportunity, (2) disruption, and (3) exposure. Examining crisis as opportunity reveals how digital technologies enable experimentation and accelerate innovation while raising coordination challenges and risky implementation. Viewing crisis as disruption highlights how digital technologies enable the rapid shifting of organizational and occupational practices to new digital spaces, allowing work continuity, yet potentially distorting work practices and raising challenges of over-dependence. Finally, crisis exposes the societal implications in making visible and exposing digital inequalities and producing moral dilemmas for us all. We use these three perspectives to shed light on the varied uses of digital technologies in the COVID-19 crisis and suggest new avenues for research on crises more broadly.

我们生活在一个科技发达的时代,近年来对数字技术的依赖日益明显,同时也面临着日益频繁的极端危机和全球危机。像COVID-19大流行这样的危机正在对我们的社会、组织和个人产生重大影响,并极大地改变了数字技术的使用和依赖。数字技术用于应对危机的方式是新颖的,但在理论上还没有得到很好的理解。为了探索数字技术在危机期间的各种用途和影响,我们建议将危机视为(1)机会,(2)破坏和(3)暴露。将危机视为机遇,揭示了数字技术如何使实验和加速创新成为可能,同时也带来了协调挑战和实施风险。将危机视为颠覆,凸显了数字技术如何使组织和职业实践快速转移到新的数字空间,实现工作连续性,但可能扭曲工作实践并带来过度依赖的挑战。最后,危机暴露了数字不平等的社会影响,并为我们所有人带来了道德困境。我们利用这三个视角来揭示数字技术在2019冠状病毒病危机中的不同用途,并为更广泛地研究危机提出新的途径。
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引用次数: 53
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