The emotionality of information and communication technology implementation

Abstract

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While there is extensive research on emotion in the workplace and on information and communication technology (ICT) implementation, largely ignored is the emotionality of ICT implementation and change management more generally, even though the emotional experience of such processes is critical to their success. The current paper integrates insights from research on emotion at work and the social construction of technology to demonstrate the role of emotion in ICT‐based organisational change through a case study of a not‐for‐profit organisation’s implementation of a Webbased case management system. In particular, it is argued that emotions and new ICT systems are experienced as ambiguous phenomena, which makes people susceptible to influence through interaction. Furthermore, such interaction to negotiate meanings for the emotional experience of ICT implementation is critical to its success.