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Cultural differences in user groups: a multi-angle understanding of IT use in large organizations

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Abstract

In this paper, we analyze how differences between groups of end-users of the same technology (distributed within and across organizations) are reflected in specific breakdowns in the use of technology as well as in the interaction between these groups. In order to reach this goal, we consider as unit of analysis the occupational groups that are approached as reflecting a particular occupational culture. In addition, we analyze the effect of local subcultures on occupational groups. The two main aspects of culture on which we focused the study are language and values. Using this perspective, we carried out two case studies in two large organizations. The conclusions of this research show that the concept of occupational groups (with related occupational subcultures) is indeed a useful approach to explain differences in groups of end-users and the related breakdowns in use of technology and interaction among groups. The results of the study can inform design decisions and support action for improvements of interaction processes among groups of end-users of the same technology.

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Notes

  1. Some authors define these as “occupational communities” (Van Mannen and Barley 1984)

  2. In the analysis of the mutual influence of IT and organizations, several organizational aspects may be considered (e.g., structure, culture, ideology, business strategy etc.; see Orlikowski 1992; Barley and Tolbert 1997). In this paper, the focus will be exclusively on culture.

  3. The “use” of the technology as it is conceptualized in literature as “appropriation” (e.g., DeSanctis and Poole 1994) of technology or “enactment” of technology (Orlikowski 2000). Appropriation view considers that the technology embodies a set of structures (pre-determined by designers) and suggests analyzing how these structures are used in different contexts by humans. Enactment view considers that structures are not embodied within the technology but they are emergent in the specific contexts. This means that users do not only use the technology as it was designed but they might ignore some properties, working around or inventing new properties of the technology (Orlikowski 2000).

  4. TCAS stands for Traffic alert and Collision Avoidance Systems, collision-warning devices which are located at the boards of the planes.

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Authors and Affiliations

  1. Department of Computer Science, IMSE, Vrije Universiteit Amsterdam, De Boelelaan 1081 a, 1081, HV Amsterdam, The Netherlands

    Cristina Chisalita, Mari Carmen Puerta Melguizo, Johan F. Hoorn, Gerrit C. van der Veer & Evelien Kok

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  1. Cristina Chisalita
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  2. Mari Carmen Puerta Melguizo
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  3. Johan F. Hoorn
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  4. Gerrit C. van der Veer
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  5. Evelien Kok
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Correspondence to Cristina Chisalita.

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Chisalita, C., Melguizo, M.C.P., Hoorn, J.F. et al. Cultural differences in user groups: a multi-angle understanding of IT use in large organizations. Cogn Tech Work 7, 101–110 (2005). https://doi.org/10.1007/s10111-005-0175-5

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