EXPLORING IT-BASED KNOWLEDGE SHARING PRACTICES: REPRESENTING KNOWLEDGE WITHIN AND ACROSS PROJECTS Drawing on the social representation literature combined with a need to better understand knowledge sharing across projects, this research lays the ground for the development of a theoretical account seeking to explain the relationship between project members’ representations of knowledge sharing practices and the use of knowledge-based systems as boundary objects or shared systems. The concept of social representations is particularly appropriate for studying social issues in continuous evolution such as the adoption of a new information system. The research design is structured as an interpretive case study, focusing on the knowledge sharing practices within and across four project groups. The findings showed significant divergence among the groups’ social representations. Sharing knowledge across projects was rather challenging, despite the potential advantages provided by the knowledge-based system. Therefore, technological change does not automatically trigger the intended changes in work practices and routines. The groups’ social representations need to be aligned with the desired behaviour or patterns of actions.

Abstract Enabled by the development of information technologies, telecommuting and telework have been incorporated into organizations for around 30 years. However, there still exists resistance to this work arrangement, particularly from middle-level managers. Formal knowledge about how to manage telework is needed to keep the managers better informed. I conducted a qualitative exploratory study to investigate how managers exercise controls in the telework environment and examined the role of the use of information technologies in organizational controls in this work environment. Based on interview data with people from two work groups that participate in telework program, I found that the managers exercise a portfolio of controls that consist all four documented control forms (outcome, behavior, clan and self control), and controlling the employees’ adoption and use of information technologies is a new form of behavior control in the telework environment.

Information Technology (IT) has been put forth as a reasonable way to sustain visitor interest and encourage visit repetition in museums. Therefore, IT is becoming more common in museum settings and professionals express their need for more information about how their visitors interact with these systems. This dissertation is an attempt to answer this call. We propose three essays that deal with different aspects of museums and IT from a user-centered perspective. The first essay is an attempt to determine with a free simulation experiment how IT and more particularly websites can arouse interest for museological content. The second essay relies on a field study to analyze the influence of IT on affective and cognitive reactions during a museum visit, namely perceived enjoyment, perceived authenticity and learning. In the third essay, we use focus groups and questionnaires to explore visitor expectations towards a phenomenological experience and the role played by IT in visitor experience of the past. This dissertation contributes to research by (1) advancing our knowledge of IT dedicated to the cultural heritage area, and (2) identifying and understanding visitor perceptions of hedonic systems. By proposing a set of key dimensions that could be used for IT evaluation in the cultural heritage, this dissertation also offers actionable advices to museum professionals.

The term ontology is defined as the explicit specification of a conceptualization. While much of the prior research has focused on technical aspects of ontology management, little attention has been paid to the investigation of issues that limit the widespread use of ontologies and the evaluation of the effectiveness of ontologies in improving task performance. This dissertation addresses this void through the development of approaches to ontology creation, refinement, and evaluation. This study follows a multi-paper model focusing on ontology creation, refinement, and its evaluation. The first study develops and evaluates a method for ontology creation using knowledge available on the Web. The second study develops a methodology for ontology refinement through pruning and empirically evaluates the effectiveness of this method. The third study investigates the impact of an ontology in use case modeling, which is a complex, knowledge intensive organizational task in the context of IS development. The three studies follow the design science research approach, and each builds and evaluates IT artifacts. These studies contribute to knowledge by developing solutions to three important issues in the effective development and use of ontologies.

The literature emphasizes the important role played by stakeholder perceptions in explaining success and failure of IT-enabled change efforts. However, our knowledge of how stakeholder perceptions evolve and interact with outcomes during change processes is still limited. Consequently, this study adapts technological frames of reference (TFR) to explore the dynamics of stakeholder perceptions based on action research into an IT-enabled sales process innovation project at VoiceTech. The study attempts to answer the following research questions: How can TFR be adapted and applied to support action research into IT-enabled change efforts? What was the role of stakeholder perceptions during IT-enabled sales process innovation at VoiceTech? How do stakeholder perceptions evolve and interact with outcomes during IT-enabled change efforts? The study develops TFR as a theory for investigating stakeholder perceptions during IT-enabled change and it offers a process model of how frame interactions, incongruencies, and inconsistencies contribute to frame shifts and change outcomes over time. In addition, the study provides detailed insights into how the IT-enabled sales process innovation at VoiceTech shaped and was shaped by shifts in stakeholder perceptions over time.

The overall objective of this dissertation is to contribute to knowledge and theory about the influence of information technology (IT) on organizations and their members. This dissertation is composed of three related studies, each examining different aspects of the relationship between IT and organizations. The objective of the first study is to provide an overview of the dominant theoretical perspectives that IS researchers have used in the last five decades to study the influence of technology on organizations and their members. Without being exhaustive, this study seeks more specifically to identify, for each decade, the dominant theoretical perspectives used in the IS field. These dominant theoretical perspectives are illustrated by the selection and description of exemplars published in the decade and their implications for researchers and practitioners are discussed. This review is useful not only for understanding past trends and the current state of research in this area but also to foresee its future directions and guide researchers in their future research on the influence of IT on organizations and their members. The objective of the second study is to theorize how IT artifacts influence the design and performance of organizational routines. This study adopts organizational routines theory as its theoretical lens. Organizational routines represent an important part of almost every organization and organizational routines theory is an influential theory that explains how the accomplishment of organizational routines can contribute to both organizational stability and change. However, the current form of this theory has several limitations such as its neglect of the material aspect of artifacts and the distinctive characteristics of IT artifacts, and its treatment of artifacts as outside of organizational routines. This study seeks to overcome these limitations by extending organizational routines theory. The objective of the third study is to develop a better understanding of information security standards by analyzing the structure, nature and content of their controls. This study investigates also the mechanisms used in the design of information security standards to make them both applicable to a wide range of organizations and adaptable to various specific organizational settings. The results of this study led to the proposition of a new theory for information systems called generative control theory.

The IT artifact is at the core of the information systems (IS) discipline and yet most IS research does not directly theorize the IT artifact or its nomological network (Benbasat and Zmud 2003; Orlikowski and Iacono 2001). This research seeks to answer a repeated call for more direct engagement with the IT artifact and its nomological net with affordance theory adopted as the basis for this theoretical work. An exploratory case study was conducted to answer the research question, how do the material properties of health information systems enable and constrain the work practices of clinicians? The study was conducted at a large urban acute care hospital in the Midwestern United States with registered nurses working on inpatient care units as the clinicians of interest. Through interviews with nurses and other clinical stakeholders and the observation of nurse’s work practices on three patient care units in the hospital, theoretical insights were developed on the nature of affordances for information systems research. IS affordances are defined in this study as relationships between abilities of an individual and features of an information systems within the context of the environment in which they function. The concepts of an affordance range and an affordance threshold are proposed as theoretical constructs in the nomological network of affordances that help to explain the use of information systems as a function of the difficulty of acting on IS affordances. The relationship between affordances and constraints is theorized and linked to the affordance range and threshold with the assertion that constraints are closely associated with the difficulties experienced by users in acting on IS affordances. The challenge of studying IS affordances in all their complexity is discussed with the suggestion that researchers take the user’s perspective of affordances to alleviate the need for repeated decomposition. Finally, the role of information systems in facilitating social interaction is emphasized through the concept of affordances for sociality. The contribution of this research to the IS field is a more nuanced understanding of the nature of the IT artifact and its relationship to the users of that technology.

While evidence of the exceedingly important role of technology in organizational life is commonplace, academics have not fully captured the influence of Information and Communication Technology (ICT) on crisis response. A substantive body of knowledge on technology and crisis response already exists and keeps developing. Extensive research is on track to highlight how technology helps to prepare to crisis response and develop service recovery plans. However, some aspects of crisis response remain unknown. Among all the facets of crisis response that have been under investigation for some years, improvisation still challenges academics as a core component of crisis response. In spite of numerous insights on improvisation as a cognitive process and an organizational phenomenon, the question of how improvisers do interact together while improvising remains partly unanswered. As a result, literature falls short of details on whether crisis responders can rely on technology to interact when they have to improvise collectively. This dissertation therefore brings into focus ICT support to organizational improvisation in crisis response in two steps: We first address this question from a general standpoint by reviewing literature. We then propose an in depth and contextualized analysis of the use of a restricted set of technologies – emails, faxes, the Internet, phones - during the organizational crisis provoked by the 2003 French heat wave. Our findings offer a nuanced view of ICT support to organizational improvisation in crisis response. Our theoretical investigation suggests that ICTs, in a large sense, allow crisis responders to improvise collectively. It reports ICT properties - graphical representation, modularity, calculation, many-to-many communication, data centralization and virtuality – that promote the settling of appropriate conditions for interaction during organizational improvisation in crisis response. In the empirical work, we provide a more integrative picture of ICT support to organizational improvisation in crisis response by retrospectively observing crisis responders’ interactions during the 2003 French heat wave. Our empirical findings suggest that improvisation enables crisis responders to cope with organizational emptiness that burdens crisis response. However, crisis responders’ participation in organizational improvisation depends on their communicative genres. During the 2003 French heat wave crisis, administrative actors who had developed what we call a “dispassionate” communicative genre in relation to their email use, barely participated in organizational improvisation. Conversely, improvisers mainly communicated in what we call a “fervent” communicative genre. Therefore, our findings reveal that the ICT support to organizational improvisation in crisis response is mediated by the communication practices and strategies that groups of crisis responders develop around ICT tools.

University of Macau / Faculty of Science and Technology / Department of Electromechanical Engineering

University of Macau / Faculty of Science and Technology / Department of Computer and Information Science