This research-in-progress paper uses a socio-technical perspective to analyse how organisational ... more This research-in-progress paper uses a socio-technical perspective to analyse how organisational changes unfold in the post-adoption stage of a CRM implementation in an organisation. The qualitative interpretive case study was conducted at an innovative office automation solutions organisation in Bangkok, Thailand. The research findings reveal that the organisation’s sociotechnical system has been changed after CRM implementation including actors, tasks, structure and technology. In terms of structure, the organisation hired a new CRM team to convince and support users to use the CRM system. CRM officers became an essential part in the sales department. In addition, new rules were set up to prevent cross selling across districts. In terms of tasks, patterns of work have been changed in the sales community. In terms of technology, the CRM system enabled the visibility of customer data among sales staff, thereby shaping the dynamics of their relationships. Furthermore, there are two m...
In this paper, we propose the use of phenomenology in ICT4D research. In keeping with the dominan... more In this paper, we propose the use of phenomenology in ICT4D research. In keeping with the dominant tradition in information systems research, most ICT4D research recognizes the duality between ICT artifacts and users. We argue that a phenomenological perspective, focusing on the lived experiences of individuals, is a worthy complement to the existing approach, because it highlights the holistic interconnections between individuals, technology and society. We present an overview of the ICT4D literature to demonstrate that not much research has been conducted on individual experiences of ICT4D and underline the value of phenomenology in addressing this topic. We draw on prior phenomenological research to suggest methodological considerations for applying this approach in ICT4D. We also explore how concepts from prior phenomenological research in information systems could be relevant for ICT4D researchers.
Social media has the potential to have a positive influence on older adults' quality of life.... more Social media has the potential to have a positive influence on older adults' quality of life. This study explores how older adults use social media and the implications of the use on their life satisfaction. A sequential mixed-method approach is used. First, focus group interviews were conducted with older adults in Thailand, and a two-step sorting procedure is employed to develop comprehensive measures of social media use activity and their life domain affiliation. Next, a field survey is used to evaluate the influence of satisfaction from social media use on domain life satisfaction and overall life satisfaction. The findings suggest that older adults integrate social media into activities in several life domains, including family, friend, community, health, consumer, education, self, leisure, and social. Satisfaction from social media use activities positively associates with domain life satisfaction in all those life domains. The comprehensive measures of social media activi...
This research-in-progress paper uses a socio-technical perspective to analyse how organisational ... more This research-in-progress paper uses a socio-technical perspective to analyse how organisational changes unfold in the post-adoption stage of a CRM implementation in an organisation. The qualitative interpretive case study was conducted at an innovative office automation solutions organisation in Bangkok, Thailand. The research findings reveal that the organisation’s sociotechnical system has been changed after CRM implementation including actors, tasks, structure and technology. In terms of structure, the organisation hired a new CRM team to convince and support users to use the CRM system. CRM officers became an essential part in the sales department. In addition, new rules were set up to prevent cross selling across districts. In terms of tasks, patterns of work have been changed in the sales community. In terms of technology, the CRM system enabled the visibility of customer data among sales staff, thereby shaping the dynamics of their relationships. Furthermore, there are two m...
In this paper, we propose the use of phenomenology in ICT4D research. In keeping with the dominan... more In this paper, we propose the use of phenomenology in ICT4D research. In keeping with the dominant tradition in information systems research, most ICT4D research recognizes the duality between ICT artifacts and users. We argue that a phenomenological perspective, focusing on the lived experiences of individuals, is a worthy complement to the existing approach, because it highlights the holistic interconnections between individuals, technology and society. We present an overview of the ICT4D literature to demonstrate that not much research has been conducted on individual experiences of ICT4D and underline the value of phenomenology in addressing this topic. We draw on prior phenomenological research to suggest methodological considerations for applying this approach in ICT4D. We also explore how concepts from prior phenomenological research in information systems could be relevant for ICT4D researchers.
Social media has the potential to have a positive influence on older adults' quality of life.... more Social media has the potential to have a positive influence on older adults' quality of life. This study explores how older adults use social media and the implications of the use on their life satisfaction. A sequential mixed-method approach is used. First, focus group interviews were conducted with older adults in Thailand, and a two-step sorting procedure is employed to develop comprehensive measures of social media use activity and their life domain affiliation. Next, a field survey is used to evaluate the influence of satisfaction from social media use on domain life satisfaction and overall life satisfaction. The findings suggest that older adults integrate social media into activities in several life domains, including family, friend, community, health, consumer, education, self, leisure, and social. Satisfaction from social media use activities positively associates with domain life satisfaction in all those life domains. The comprehensive measures of social media activi...
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