Information system projects have a dismal reputation. Folk wisdom tells us that almost two-thirds of information system projects fail in one way or another. Nevertheless, the significance of information system projects in contemporary society is enormous. It is therefore absolutely essential to improve the success rate of information system projects. This requires a multidisciplinary analysis that takes into account both the social and technical aspects of information system projects.
One significant reason for the failure of information system projects is likely their complexity. They involve the collaboration of multiple actors, blending abstraction and concreteness, as well as technical and social aspects. Information systems that work tirelessly in the background are not very tangible. We hardly notice the various information systems we use daily. The system only draws attention when problems arise. For instance, a new student information system that unexpectedly prevents course registrations is a tangible obstacle to performing a previously simple task. Similarly, a price tag of over half a billion euros for a new patient information system is dramatically concrete. Conversely, the everyday work of employees may appear quite abstract to someone else. On the other hand, the fiery feedback from frustrated users about a new information system gives a concrete form to the everyday life of employees. The term ‘socio-technical mess’ may be fitting for the above-described complexity. An information system project is not human-sized. Humans need something to hold onto, and that is precisely what a narrative provides to the actors involved.
In his doctoral dissertation, Pasi Raatikainen examines the role of narratives in information system projects. The research was conducted as a case study that focused on two large information system projects, one in social and health care and the other in retailing. Based on the collected data, Raatikainen produced five scientific and peer-reviewed publications included in his dissertation. The research suggests that different actors in information system projects – such as system developers, users, and managers – comprehend the projects through prototypical narratives.
“At the same time as prototypical narratives make the complex understandable and approachable, enabling action in difficult-to-understand circumstances, they are subject to the characteristics of narratives. This means that the narratives that rationalise information system projects are not always objective, accurate, or safely generalisable. Narratives favour explanations that resonate, are engaging, and persuasive, Raatikainen says.
This is where the danger of narratives lies in information system projects.
Narratives can turn collaboration into a struggle
Raatikainen acknowledges that the increased attention on storytelling in new contexts, such as corporate communications and data analytics, is partly positive. Even top information systems journals, such as Information Systems Journal, have recently published special issues on the topic. However, Raatikainen warns that the careless use of simplistic storytelling perspectives is dangerous due to the prototypical characteristics of the stories. The dissertation demonstrates how appealing, captivating, and resonating stories may not be constructive in the context of information systems projects. The use of such stories may inadvertently give rise to a battle of different parties’ narratives, whereas successful information systems projects require close collaboration. This may be one reason why information system projects often fail.
“The purpose of this dissertation is to present a critical perspective on narratives in the context of information systems. I aim to support and complement the current discourse on narratives and related themes, such as storytelling. The dissertation highlights the power and dangers of narratives, while also advocating the need for practical and theoretical tools for critically analysing them. Based on my dissertation, I argue that this could contribute to better outcomes in information system projects,” Raatikainen says.
Raatikainen's doctoral dissertation was conducted as part of the Infostory research project at the Tampere University, which focused on stories in the implementation of information technology. The research project was funded by the Emil Aaltonen Foundation.
On Friday, 5 May 2023, the doctoral dissertation entitled Sensemaking with Narratives in Enterprise System Implementation Projects by Master of Science (Economics and Business Administration) Pasi Raatikainen will be publicly examined at the Faculty of Management and Business at Tampere University, starting at 12 pm in Festia’s Pieni sali 1, (address Korkeakoulunkatu 8). Professor Tina Blegind Jensen from Copenhagen Business School will serve as the opponent, while the custos will be Professor Samuli Pekkola from the Faculty of Management and Business.
The dissertation is available online.
The event can be followed via remote connection.
Photo: European Conference on Information Systems (ECIS) 2022.
Twitter: @PasiRaatikainen