The variable impact of computer technologies on the organization of work activities
Computer-supported cooperative work: a book of readings
There's no place like home: continuing design in use
Design at work
From implementation to design: tailoring and the emergence of systematization in CSCW
CSCW '94 Proceedings of the 1994 ACM conference on Computer supported cooperative work
Building bridges: customisation and mutual intelligibility in shared category management
GROUP '99 Proceedings of the international ACM SIGGROUP conference on Supporting group work
Process descriptions as organisational accounting devices: the dual use of workflow technologies
GROUP '01 Proceedings of the 2001 International ACM SIGGROUP Conference on Supporting Group Work
Methodology for customer relationship management
Journal of Systems and Software - Special issue: Selected papers from the 11th Asia Pacific software engineering conference (APSEC 2004)
Information technology and internal firm organization: an exploratory analysis
Journal of Management Information Systems - Special section: Strategic and competitive information systems
Medium versus mechanism: supporting collaboration through customisation
ECSCW'95 Proceedings of the fourth conference on European Conference on Computer-Supported Cooperative Work
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This paper explores the impact of enterprise-wide processes and technologies on group relations and exchanges. We examine the use of Customer Relationship Management (CRM) tools in sales pipeline management. Through an ethnographic study of globally-distributed sales teams we show that the way enterprise-wide tools are integrated into daily practices impacts organizational relations and exchange. We pay particular attention to information exchange as a vehicle for building, leveraging and deterring organizational relations. Our analysis suggests that different approaches to using standardized tools and processes have variable impact on team relations. We provide support for the argument that technologies should be designed and deployed in accordance with an understanding of the contexts of use and in consideration for their impact on organizational relations.