From Traditional to IT Mediated Interorganizational Relationships: Sensemaking of the Internet

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Solvay Business School Faculté des sciences

sociales, politiques et économiques Université Libre de Bruxelles

From Traditional to IT Mediated Interorganizational Relationships: Sensemaking of the Internet

François Lambotte¹,²

FRANCOIS.LAMBOTTE@ULB.AC.BE

Directeur:

Luc Wilkin Membres du Jury:

Bernard de Cannière Anne Drumaux

Alain Eraly Séamas Kelly Gavin Schwarz

Année académique 2006-2007 Dissertation présentée en vue

Octobre 2006 de l’obtention du grade

de Docteur en Sciences de Gestion

1 The content of the present dissertation is not public. Please contact the author for further information

2 Le contenu de cette thèse n’est pas public. Veuillez contacter l’auteur pour plus d’information

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OUTLINE

ACKNOWLEDGMENTS 10

INTRODUCTION 11

Outline of the dissertation structure 14

PART I: EXPLORING THE THEORETICAL REALM 17

Chapter One – Literature Review: From Determinism to Structuration Theory 18 Chapter Two – From Structuration Theory to Sensemaking: Towards an Enlarged Analytical

Framework (act 1) 41

Chapter Three – From the Theoretical to the Empirical Realm: Methodology 64 Chapter Four – Towards an Enlarged Analytical Framework (act 2) 80 PART II: EXPLORING THE INFLUENCE OF DISTINCT SOCIAL SYSTEMS 88 Presentation of the Technological Mediation Projects 89 Chapter Five – Digital Signature Implementation and Use in the Lawyer Profession 90 Chapter Six – Digital Signature Implementation in the Bailiff Profession 114 Chapter Seven – Digital Signature Implementation in the Notary Profession 139 Explaining the Influence of Distinct Social Systems on Sensemaking 162 PART III: EXPLORING INTERDEPENDENCY IN THE SENSEMAKING 165

Introduction 166

Chapter Eight – Interdependency in the Implementation and Use of Web-based Social

Management Services 168

Chapter Nine – Electronic Invoice: the Two Facets of a Mediating Application 182 Chapter Ten – IT Mediation of the Retailer-Supplier Relationship: Symbolic Power and

Positioning 197

Explaining Interdependency in Sensemaking 222

PART IV: BACK TO THE THEORETICAL REALM 227

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3 Chapter Eleven - The system Lens: Towards a structuration model adapted to the

interorganizational context 228

CONCLUSION 247

REFERENCES 256

SCIENTIFIC REFERENCES 256

CASE STUDIES’ REFERENCES 266

APPENDIX 269

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TABLE OF CONTENTS

ACKNOWLEDGMENTS 10

INTRODUCTION 11

OUTLINE OF THE DISSERTATION STRUCTURE 14

PART I: EXPLORING THE THEORETICAL REALM 17

CHAPTER ONE –LITERATURE REVIEW:FROM DETERMINISM TO STRUCTURATION THEORY 18

1. INTRODUCTION 18

2. THREE THEORETICAL APPROACHES TO IT MEDIATION 19

2.1. Technological determinism 19

2.1.1. Overview 19

2.1.2. Reflective Review 21

2.1.3. Gap assessment in deterministic studies 24

2.2. Socio-constructivism 24

2.2.1. Overview 24

2.2.3. Gap assessment in Socio-Constructivism 31

2.3. The Theory of Structuration and Information Systems 32

2.3.1. Overview 32

2.3.3. Gap assessment in Structuration Theory 38

3. OVERALL GAP ASSESSMENT:RESTATEMENT OF RESEARCH QUESTIONS 38 CHAPTER TWO –FROM STRUCTURATION THEORY TO SENSEMAKING:TOWARDS AN ENLARGED

ANALYTICAL FRAMEWORK (ACT 1) 41

1. CHOICE OF AN A^NALYTICALF^RAMEWORK 41

1.1. Structuration theory in IT and the research question 41

1.1.1. Objective and subjective elements of the research question 41 1.1.1. Sequencing of actions and indeterminacy of the technological mediation project 42 1.1.2. Integrative theoretical framework to describe the underlying mechanisms of sensemaking 43 1.2. Existing structuration models, the interorganizational context and the sensemaking 43

1.2.1. Distinct social systems 43

1.2.2. Interdependency in the social interaction 45

1.2.3. Distinction, interdependency, and the properties of sensemaking 47 2. ANALYTICAL FRAMEWORK DEVELOPMENT:EXPLORING STRUCTURATION THEORY 49

2.1. The Time-Space Path of Structuration 49

2.2. The influence of distinct social systems through the positioning of agents 51 2.3. Interdependency through action coordination and knowledge validity 56

2.4. Limitations and issues 60

3. FROM THE THEORETICAL REALM 63

CHAPTER THREE –FROM THE THEORETICAL TO THE EMPIRICAL REALM:METHODOLOGY 64

CASE STUDY APPROACH AND UNITS OF ANALYSIS 65

1.1. A Multiple Case studies approach to sensemaking 65

1.2. Units of analysis 66

2. DATA COLLECTION METHODS 67

2.1. Case studies sample 67

2.2. A longitudinal approach to capture sensemaking 68

2.3. Interviews as main source of data 69

2.3.1. Sampling of informants 69

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2.3.2. Interview techniques 70

2.4. Additional Data Sources 72

3. DATA ANALYSIS 73

3.1. The Spiral Analysis Process 73

3.1.1. Analysis at the structure level 74

3.1.2. Analysis at the agency level 75

3.2. Computer-assisted analysis 76

3.3. Application of the theory of structuration: a multi-methods strategy 77

4. REINFORCING THE ANALYTICAL FRAMEWORK 79

CHAPTER FOUR –TOWARDS AN ENLARGED ANALYTICAL FRAMEWORK (ACT 2) 80

1. INTRODUCTION 80

2. B^OURDIEU’S GUIDELINES TO ANALYZE DISTINCT SOCIAL SYSTEMS 80

2.1. Construction of social systems and structure linkage 80

2.2. Dynamics across systems 82

2.3. Comparison between the theory of Practice and the theory of Structuration 84

3. ADDENDUM TO THE ANALYTICAL PROCESS 85

PART II: EXPLORING THE INFLUENCE OF DISTINCT SOCIAL SYSTEMS 88 PRESENTATION OF THE TECHNOLOGICAL MEDIATION PROJECTS 89 CHAPTER FIVE –DIGITAL SIGNATURE IMPLEMENTATION AND USE IN THE LAWYER PROFESSION

1. CASE STUDY SETTING 9090

1.1. Collected Data 91

1.2. Analytical strategy 92

2. ANALYSIS OF THE SOCIAL SYSTEMS’ COMBINATION 93

2.1. Distinction among social systems 93

2.1.1. The justice system 94

2.1.2. The professional system 96

2.1.3. The firm system 97

2.2. Salience of social system 98

2.3. Dynamics across social systems 101

3. THE DIGITAL SIGNATURE PROJECT: ANALYSIS OF SENSEMAKING 102

3.1. Decision to implement the digital signature 102

3.1.1. Initiators’ sensemaking of the digital signature 102

3.1.2. Lawyers’ sensemaking 104

3.2. Implementation of the digital signature 108

3.3. Current use of the digital signature 110

3.4. Positioning analysis 111

4. DISCUSSION 112

CHAPTER SIX –DIGITAL SIGNATURE IMPLEMENTATION IN THE BAILIFF PROFESSION 114

1.1. Data collected 115

2.1. Distinction among Social Systems 117

2.1.3. The office system 121

2.2. Salience of systems 122

2.2.1. Debt recovery 123

2.2.2. Information gathering (i4) 126

2.3.1. Colonization of the professional system 127

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2.3.2. Threat on the profession 129

2.3.3. Struggle of positions 129

3.1. First Project (C1): Debt Recovery Mediation 130

3.1.1. Sensemaking of C1 implementation 130

3.1.2. Sensemaking of C1 use 131

3.2. The second project (C2): authentication to access databases 134

3.2.1. Sensemaking of C2 implementation 134

3.2.2. Sensemaking of C2 use 135

4. D^ISCUSSION 138

CHAPTER SEVEN –DIGITAL SIGNATURE IMPLEMENTATION IN THE NOTARY PROFESSION 139

1. C^ASES^TUDYS^ETTING 139

1.1. Data Collected 140

2.1. Distinction between social systems 142

2.1.3. The office system 146

2.2. Salience of social systems 148

3.1. Decision to implement the digital signature 152

3.1.1. Federation managers’ sensemaking of the digital signature 152

3.1.2. Notaries’ sensemaking of C1 use 155

3.1.3. Notaries’ sensemaking of C2 use 156

3.2. Implementation of the digital signature 158

4. D^ISCUSSION 160

EXPLAINING THE INFLUENCE OF DISTINCT SOCIAL SYSTEMS ON SENSEMAKING 162 PART III: EXPLORING INTERDEPENDENCY IN THE SENSEMAKING 165

INTRODUCTION 166

CHAPTER EIGHT –INTERDEPENDENCY IN THE IMPLEMENTATION AND USE OF WEB-BASED

SOCIAL MANAGEMENT SERVICES 168

2. ANALYSIS OF THE INTERDEPENDENCY IN THE SENSEMAKING OF TWO WEB-BASED SOCIAL

MANAGEMENT SERVICES 171

2.1. Nonuse of CES: registration issues 171

2.2. Use of SMA 175

2.3. Combined use of SMA and CES 178

3. DISCUSSION 181

CHAPTER NINE –ELECTRONIC INVOICE: THE TWO FACETS OF A MEDIATING APPLICATION 182

2. TWO CONTEXTS FOR ONE APPLICATION 184

2.1. Energy supplier’s context and goals 184

2.2. Postal services’ contexts and goals 187

2.3. Comparison of context and motivations 188

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7 3. ANALYSIS OF INTERDEPENDENCY IN THE SENSEMAKING OF THE ELECTRONIC INVOICING

IMPLEMENTATION 189

3.1. Invalid knowledge of counterpart: mapping and matching complexity 189 3.1.1. ES’s estimation of e-invoice implementation efforts on the customer’s side 190

3.1.2. Implementation of e-Invoices in PS 191

3.1.3. Use of e-invoice: validation process 192

3.2. Incomplete knowledge: miscommunication on e-invoice and liberalization 193 3.3. Interdependency: a communication and collaboration issue 195

4. DISCUSSION 195

CHAPTER TEN –ITMEDIATION OF THE RETAILER-SUPPLIER RELATIONSHIP:SYMBOLIC POWER

AND POSITIONING 197

2. INTERDEPENDENT SENSEMAKING PROCESS REPRODUCING THE DOMINANT-DOMINATED

RELATIONSHIP 200

2.1. Interdependent sensemaking of task or cost transfer 200

2.1.1. Electronic order and dispatch advice 201

2.1.2. Customer replenishment planning 203

2.2. Interdependent sensemaking of administration simplification 207

2.2.1. Electronic catalogue 208

2.2.2. Electronic invoice 211

2.3. Domination and symbolic violence 213

3. ANALYZING SUPPLIERS’ POSITIONING STRATEGIES 215

3.1. Large suppliers 216

3.2. Pilot suppliers 217

3.3. Loyal suppliers 218

3.4. Resistant suppliers 219

3.5. Comparing positioning strategies 220

4. D^ISCUSSION 221

EXPLAINING INTERDEPENDENCY IN SENSEMAKING 222

PART IV: BACK TO THE THEORETICAL REALM 227

CHAPTER ELEVEN -THE SYSTEM LENS:TOWARDS A STRUCTURATION MODEL ADAPTED TO THE

INTERORGANIZATIONAL CONTEXT 228

1. INTRODUCTION 228

2. A SOCIAL SYSTEMS’ PERSPECTIVE OF TECHNOLOGICAL MEDIATION 228

2.1. From a focus on technology to a focus on practice 228

2.2. Refocus the lens from social practices to social systems 231

3. FROM THE PRACTICE LENS TO THE SYSTEM LENS 232

3.1. Positioning in distinct social systems (RQ1) 232

3.2. Interdependency in actors’ sensemaking (RQ2) 237

3.2.1. The interdependent sensemaking process 238

3.2.2. Shared frame of reference: legitimation, signification, and domination systems 239 3.3. Connecting positioning in distinct social systems and the interdependent sensemaking process

4. THE SYSTEM LENS IN PERSPECTIVE240 242

4.1. The system lens and the practice lens premises 242

4.2. The system lens and the conceptual lens of work practices’ changes 244

CONCLUSION 247

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1. RESEARCH CONTRIBUTIONS 247

2. LIMITATIONS OF THE RESEARCH 251

2.1. Theoretical complexities and limitations 251

2.2. Empirical and methodological limitations 252

3. FUTURE DEVELOPMENTS 253

REFERENCES 256

SCIENTIFIC REFERENCES 256

CASE STUDIES’REFERENCES 266

1. LAWYER’S CASE STUDY 266

2. BAILIFF’S CASE STUDY 266

3. N^OTARY’S CASE STUDY 267

4. SMC’S CASE STUDY 267

5. ES-PS’S CASE STUDY 267

6. RETAILERS-SUPPLIERS CASE STUDY 268

APPENDIX 269

1. INTERVIEW AS A SOCIAL INTERACTION 269

2. INTERVIEW GUIDES 270

2.1. Interview guides used in the lawyers’ case study 270

2.1.1. First round 270

2.1.2. Second round 270

2.2. Interview guides used in the bailiffs’ case study 270

2.3. Interview guides used in the notaries’ case study 271

2.4. Interview guides used in SMC’s case study 272

2.5. Interview guides used in ES-PS’ case study 273

2.5.2. Second round (PS only) 273

2.6. Interview guides used in the Retailers – Suppliers case study 273

3. THE DIGITAL SIGNATURE 275

4. GLOSSARY 276

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LIST OF ILLUSTRATIONS AND TABLES

FIGURE 1:STRUCTURE OF THE DISSERTATION...14

FIGURE 2:ADAPTED FROM THE PRACTICE LENS,ORLIKOWSKI 2000...34

FIGURE 3:SOCIAL SYSTEMS BUILDING THE PROJECT CONTEXT...53

FIGURE 4:THE INTERDEPENDENT SENSEMAKING PROCESS...58

FIGURE 5:THE SPIRAL ANALYSIS...74

FIGURE 6:ANALYTICAL STRATEGY OF THE LAWYER’S CASE STUDY...93

FIGURE 7:LAWYERS’ COMBINATION OF SOCIAL SYSTEMS...94

FIGURE 8:NETWORK OF LAWYERS’ RELATIONSHIPS IN THE COMBINATION OF SOCIAL SYSTEMS...99

FIGURE 9:ANALYTICAL STRATEGY OF THE BAILIFF’S CASE STUDY...117

FIGURE 10:BAILIFFS' COMBINATION OF SOCIAL SYSTEMS...118

FIGURE 11:DEBT RECOVERY PROCESS IN THE COMBINATION OF SOCIAL SYSTEMS...124

FIGURE 12:ANALYTICAL STRATEGY OF THE NOTARY’S CASE STUDY...142

FIGURE 13:NOTARIES’ COMBINATION OF SOCIAL SYSTEMS...143

FIGURE 14:INTERDEPENDENT SENSEMAKING PROCESS FOR NONUSE OF THE CES ...172

FIGURE 15:INTERDEPENDENT SENSEMAKING PROCESS IN SMA USE...176

FIGURE 16:INTERDEPENDENT SENSEMAKING PROCESS IN COMBINED USE OF SMA AND CES...179

FIGURE 17:INTERDEPENDENCY SENSEMAKING PROCESS IN THE E-INVOICES PROJECT...189

FIGURE 18:INTERDEPENDENT SENSEMAKING PROCESS OF TASK AND COST TRANSFERS...201

FIGURE 19:INTERDEPENDENT SENSEMAKING PROCESS OF ADMINISTRATION SIMPLIFICATION...208

FIGURE 20:THE SHIFT FROM SOCIAL PRACTICE TO SOCIAL SYSTEMS...231

FIGURE 21:FOCAL BUYER-SELLER RELATIONSHIP NETWORK ADAPTED FROM ALAJOUTSIJÄRVI ET AL.(1999)....233

FIGURE 22:THE SYSTEM VIEW ADAPTED FROM ORLIKOWSKI (2000)...234

FIGURE 23:POSITIONING IN THE DYNAMIC SYSTEM LENS...236

FIGURE 24:THE INTERDEPENDENT SENSEMAKING IN THE SYSTEM LENS...237

FIGURE 25:THE INTER-DEPENDENT SENSEMAKING PROCESS...239

FIGURE 26:THE SYSTEM LENS...241

FIGURE 27:THE MUTUAL INFLUENCE (ADAPTED FROM ORLIKOWSKI 1992) ...250

TABLE 1:SUMMARIZED GAP ASSESSMENT...19

TABLE 2:DESCRIPTION OF THE SIX CASE STUDIES...68

TABLE 3:DATA COLLECTION OVERVIEW...73

TABLE 4:ANALYTICAL METHODS APPLIED...79

TABLE 5:ILLUSTRATION OF THE ANALYTICAL PROCESS OUTCOME...86

TABLE 6:SOCIAL INTERACTIONS POTENTIALLY MEDIATED BY COMBINED TECHNOLOGIES...91

TABLE 7:DATA COLLECTED IN LAWYER'S CASE STUDY...92

TABLE 8:SYSTEM SALIENCE IN SOCIAL INTERACTIONS...101

TABLE 9:POSITIONING OF AGENTS...112

TABLE 10:SOCIAL INTERACTIONS POTENTIALLY MEDIATED BY COMBINED TECHNOLOGIES...115

TABLE 11:DATA COLLECTED IN BAILIFF'S CASE STUDY...116

TABLE 12TABLE OF ACTIVITY IN 2002 ...126

TABLE 13:SALIENCE OF SOCIAL SYSTEMS IN SOCIAL INTERACTIONS...127

TABLE 15:SOCIAL INTERACTIONS POTENTIALLY MEDIATED...140

TABLE 16:DATA COLLECTED IN NOTARY'S CASE STUDY...141

TABLE 17:SALIENCE OF SOCIAL SYSTEMS IN SOCIAL INTERACTIONS...150

TABLE 19:COMPARISON OF RESULTS...163

TABLE 20:DATA COLLECTED IN SMC CASE STUDY...170

TABLE 21:DATA COLLECTED IN ES-PS CASE STUDY...183

TABLE 22:DATA COLLECTED IN RETAIL CASE STUDY...198

TABLE 23:POSITION STRUGGLES IN STRATEGIC RESPONSES...220

TABLE 24:SUMMARY OF INTERDEPENDENT SENSEMAKING PROCESSES...224

TABLE 25:SHARED FRAME OF REFERENCES IN EACH CASE STUDY...226

TABLE 26:MATRIX OF CONTRIBUTIONS...248