Computer
Plans and situated actions: the problem of human-machine communication
Plans and situated actions: the problem of human-machine communication
Technological frames: making sense of information technology in organizations
ACM Transactions on Information Systems (TOIS) - Special issue on social science perspectives on IS
The integration of computing and routine work
ACM Transactions on Information Systems (TOIS) - Special issue: selected papers from the conference on office information systems
Transforming work: collaboration, learning, and design
Communications of the ACM
A field study of exploratory learning strategies
ACM Transactions on Computer-Human Interaction (TOCHI)
Putting the enterprise into the enterprise system
Harvard Business Review
Enterprise resource planning: cultural fits and misfits: is ERP a universal solution?
Communications of the ACM
Managing risks in enterprise systems implementations
Communications of the ACM - Supporting community and building social capital
Information Systems Research
Knowledge and Organization: A Social-Practice Perspective
Organization Science
The Assimilation of Knowledge Platforms in Organizations: An Empirical Investigation
Organization Science
Knowing in Practice: Enacting a Collective Capability in Distributed Organizing
Organization Science
Work-arounds, Make-work, and Kludges
IEEE Intelligent Systems
Information Systems Research
Enacting Integrated Information Technology: A Human Agency Perspective
Organization Science
Learning to Implement Enterprise Systems: An Exploratory Study of the Dialectics of Change
Journal of Management Information Systems
Designing routines: On the folly of designing artifacts, while hoping for patterns of action
Information and Organization
Issues in cognitive and social ergonomics: from our house to bauhaus
Human-Computer Interaction
Narrative Networks: Patterns of Technology and Organization
Organization Science
The family resemblance of technologically mediated work practices
Information and Organization
Information and Organization
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Once a new information system is introduced to the workplace, individuals confront it and struggle to make sense of it. Over time, it must be somehow learned and assimilated into everyday work practices. Enterprise systems, because they are complex and integrate work across functions and distance, pose special challenges to learning at the firm's periphery, where local users are distanced from both the centralized system and others elsewhere, and where a community of learning may be thin or lacking. The present study, using direct observations and interviews at a bank in which a new CRM system was introduced across small regional branch offices, explicates the local learning process. Findings suggest that in assimilating the system, bank representatives created familiarity pockets within which they routinely worked with it and outside of which they competently ignored it. Even within familiarity pockets, routine use of the system, while skilled, masked much that was not known by the bank reps. In short, in local assimilation of enterprise systems, knowing in practice may be constituted as much from what can be competently and routinely ignored by users, as from any deep knowledge of the system itself.