'Representing the User' in software development-a cultural analysis of usability work in the product development context

Interacting with Computers

Volumn 18, Issue 4, 2006, Pages 635-664

  Iivari, N ^a  

^a UNIVERSITY OF OULU   (Finland)

Author keywords

Organizational culture; Qualitative research; User involvement; User centered design

Indexed keywords

CONTEXT FREE LANGUAGES; HUMAN COMPUTER INTERACTION; PRODUCT DEVELOPMENT; PROFESSIONAL ASPECTS; USABILITY ENGINEERING;

CULTURAL ANALYSIS; ORGANIZATIONAL CULTURE; QUALITATIVE RESEARCH; REPRESENTING THE USER; USER INVOLVEMENT; USER-CENTERED DESIGN;

SOFTWARE ENGINEERING;

EID: 33745174916     PISSN: 09535438     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.intcom.2005.10.002     Document Type: Article

References (101)

1. Al-Khalifa K.N., and Aspinwall E.M. Using the competing values framework to investigate the culture of Qatar industries. Total Quality Management 12 4 (2001) 417-428
2. Alvesson M. On the popularity of organizational culture. Acta Sociologica 33 1 (1990) 31-49
3. Asaro P.M. Transforming society by transforming technology: the science and politics of participatory design. Accounting, Management and Information Technologies 10 (2000) 257-290
4. Aucella A. Ensuring success with usability engineering. Interactions May-June (1997) 19-22
5. Avison D.E., and Fitzgerald G. Information Systems Development: Methodologies, Techniques and Tools. second ed. (1995), McGraw-Hill, London
6. Avison D.E., and Myers M.D. Information systems and anthropology: an anthropological perspective on IT and organizational culture. Information Technology & People 8 3 (1995) 43-56
7. Bannon L. From human factors to human actors: the role of psychology and human-computer interaction studies in system design. In: Greenbaum J., and Kyng M. (Eds). Design at Work: Cooperative Design of Computer Systems (1991), Lawrence Erlbaum, Hillsdale, NJ 25-44
8. Bansler J. Systems development research in Scandinavia: three theoretical schools. Scandinavian Journal of Information Systems 1 (1989) 3-20
9. Bansler J.P., and Bodker K. A reappraisal of structured analysis. ACM Transactions on Information Systems 11 2 (1993) 165-193
10. Bekker M.M., and Vermeeren A.P.O.S. An analysis of user interface design projects: information sources and constraints in design. Interacting with Computers 8 1 (1996) 112-116
11. Benbasat I., Goldstein D.K., and Mead M. The case study strategy in studies of information systems. MIS Quarterly September (1987) 368-386
12. Beyer H., and Holtzblatt K. Contextual Design: Defining Customer-Centered Systems (1998), Morgan Kaufmann, San Francisco, CA
13. Bjerknes G., and Bratteteig T. User participation and democracy. A discussion of Scandinavian research on system development. Scandinavian Journal of Information Systems 7 1 (1995) 73-98
14. Blomberg, J., Henderson, A., 1990. Reflections on participatory design: lessons from the Trillium experience. In: Proceedings of CHI90, pp. 353-359.
15. Bloomer S., and Croft R. Pitching usability to your organization. Interactions November-December (1997) 18-26
16. Bodker S., and Buur J. The design collaboratorium-a place for usability design. ACM Transactions on Computer-Human Interaction 9 2 (2002) 152-169
17. Bodker, S., Ehn, P., Knudsen, J.L., Kyng, M., Madsen, K.H., 1988. Computer support for cooperative design. Proceedings of CSCW, pp. 377-394.
18. Bødker, S., Nielsen, C., Petersen, M.G., 2000. Creativity, cooperation and interactive design. In: Proceedings of DIS, pp. 252-261.
19. Boivie I., Åborg C., Persson J., and Löfberg M. Why usability gets lost or usability in in-house software development. Interacting with Computers 15 (2003) 623-639
20. Borgholm T., and Madsen K.H. Cooperative usability practices. Communications of the ACM 42 5 (1999) 91-97
21. Brown A.D. Managing understandings: politics, symbolism, Niche marketing and the quest for legitimacy in IT implementation. Organization Studies 16 6 (1995) 951-969
22. Butler, T., Fitzgerald, B., 1997. A case study of user participation in the information systems development process. Proceedings of 18th International Conference on Information Systems (ICIS), Atlanta, GA, USA, pp. 411-426.
23. Cameron K.S., and Freeman S.J. Cultural congruence, strength, and type: relationships to effectiveness. In: Woodman R.W., and Pasmore W.A. (Eds). Research in Organizational Change and Development. An Annual Series Featuring Advances in Theory, Methodology, and Research vol. 5 (1991), JAI Press, Greenwich, CT 23-58
24. Carroll J.M. Encountering others: reciprocal openings in participatory design and user-centered design. Human-Computer Interaction 11 (1996) 285-290
25. Catarci T., Matarazzo G., and Raiss G. Driving usability into the public administration: the Italian experience. International Journal of Human-Computer Studies 57 (2002) 121-138
26. Clement A. Computing at work: empowering action by 'low-level users'. Communications of the ACM 37 1 (1994) 52-63
27. Cooper C., and Bowers J. Representing the users: notes on the disciplinary rhetoric of human-computer interaction. In: Thomas Peter.J. (Ed). The Social and Interactional Dimensions of Human-Computer Interfaces (1995), Cambridge University Press, Cambridge 48-66
28. Czarniawska-Joerges B. Exploring Complex Organizations. A Cultural Perspective (1992), Sage Publications, Newbury Park, CA
29. Damodaran L. User involvement in the systems designs process-a practical guide for users. Behaviour & Information Technology 15 16 (1996) 363-377
30. Davison R., and Martinsons M.G. Empowerment or enslavement? A case of process-based organizational change in Hong Kong. Information Technology & People 15 1 (2002) 42-59
31. Dellana S.A., and Hauser R.D. Toward defining the quality culture. Engineering Management Journal 11 2 (1999) 11-15
32. Denison D.R., and Spreitzer G.M. Organizational culture and organizational development: a competitive values approach. In: Woodman R.W., and Pasmore W.A. (Eds). Research in Organizational Change and Development. An Annual Series Featuring Advances in Theory, Methodology, and Research vol. 5 (1991), JAI Press, Greenwich, CT 1-21
33. Dent J.F. Accounting and organizational cultures: a field study of the emergence of a new organizational reality. Accounting, Organizations and Society 16 8 (1991) 705-732
34. Denzin N.K., and Lincoln Y.S. Introduction: the discipline and practice of qualitative research. In: Denzin N.K., and Lincoln Y.S. (Eds). Handbook of Qualitative Research. second ed. (2000), Sage Publications, Thousand Oaks, CA 1-29
35. DiBella A.J. Culture and planned change in an international organization: a multi-level predicament. The International Journal of Organizational Analysis 4 4 (1996) 352-372
36. Dube L. Teams in packaged software development. The Software Corp. experience. Information Technology & People 11 1 (1998) 36-61
37. Dube L., and Robey D. Software stories: three cultural perspectives on the organizational practices of software development. Accounting, Management and Information Technologies 9 (1999) 223-259
38. Eisenhardt K.M. Building theories from case study research. Academy of Management Review 14 4 (1989) 532-550
39. Fellenz C.B. Introducing usability into smaller organizations. Interactions September/October (1997) 29-33
40. Fok L.Y., Fok W.M., and Hartman S.J. Exploring the relationship between total quality management and information systems development. Information & Management 38 6 (2001) 355-371
41. Gärtner J., and Wagner I. Mapping actors and agendas: political frameworks of systems design and participation. Human-Computer Interaction 11 (1996) 187-214
42. Geertz C. The Interpretation of Cultures: Selected Essays (1973), Basic Books, New York
43. Gould J.D., and Lewis C. Designing for usability: key principles and what designers think. Communications of the ACM 28 3 (1985) 300-311
44. In: Greenbaum J., and Kyng M. (Eds). Design at Work. Cooperative Design of Computer Systems (1991), Lawrence Erlbaum Associates, New Jersey
45. Gronbak K., Grudin J., Bodker S., and Bannon L. Achieving cooperative system design: shifting from a product to a process focus. In: Schuler D., and Namioka A. (Eds). Participatory Design: Principles and Practices (1993), Lawrence Erlbaum Associates, New Jersey 79-98
46. Grudin J. Interactive systems: bridging the gaps between developers and users. IEEE Computer 24 4 (1991) 59-69
47. Grudin J. Obstacles to participatory design in large product development organizations. In: Schuler D., and Namioka A. (Eds). Participatory Design: Principles and Practices (1993), Lawrence Erlbaum Associates, New Jersey 99-122
48. Grudin J., and Poltrock S. User interface design in large corporations: coordination and communication across disciplines. Proceedings of CHI89 (1989), ACM Press, pp 197-203
49. Gunther, R., Janis, J., Butler, S., 2001. The UCD Decision Matrix: How, When and Where to Sell User-Centered Design into the Development Cycle. http://www.ovostudios.com/upa2001/ (accessed on June 4th 2003).
50. Harper G.R., and Utley D.R. Organizational culture and successful information technology implementation. Engineering Management Journal 13 2 (2001) 11-15
51. Harrington, S.J., Ruppel, C.P., 1999. Practical and value compatibility: their roles in the adoption, diffusion, and success of telecommuting. Proceedings of 20th International Conference of Information Systems, December 13-15, Charlotte, USA, pp. 103-112.
52. Hutchings A.F., and Knox S.T. Creating products-customer demand. Communications of the ACM 38 5 (1995) 72-80
53. Iivari N. Analyzing the role of organizational culture in the implementation of user-centered design: disentangling the approaches for cultural analysis. In: Hammond J., Gross T., and Wesson J. (Eds). Usability: Gaining a Competitive Edge vol. 226 (2002), Kluwer 57-71
54. Iivari J., and Huisman M. The relationship between organizational culture and the systems development methodologies. Advanced Information Systems Engineering, 13th International Conference CAiSE 2001 Proceedings (2001), Springer, Berlin, pp. 234-250
55. ISO 13407, 1999. Human-centered design processes for interactive systems. International Standard.
56. Kaarst-Brown M.L., and Robey D. More on myth, magic and metaphor. Cultural insights into the management of information technology in organizations. Information Technology & People 12 2 (1999) 192-217
57. Kappos, A., Croteau, A., 2002. Organizational change and culture: insights on BPR projects. Proceedings of the Eighth Americas Conference on Information Systems, August 9-11, Dallas, USA, pp. 2076-2084.
58. Karat J. Evolving the scope of user-centered design. Communications of the ACM 40 7 (1997) 33-38
59. Keesing R.M., and Strathern A.J. Cultural Anthropology. A Contemporary Perspective. third ed. (1998), Harcourt Brave College Publishers, Fort Worth, TX
60. Kekäle, T., 1998. The effects of organizational culture on successes and failures in implementation of some total quality management approaches. Towards a Theory of Selecting a Culturally Matching Quality Approach. Vaasa: Acta Wasaensia No. 65 Industrial Management 1.
61. Klein H.K., and Myers M.D. A set of principles for conducting and evaluating interpretive field studies in information systems. MIS Quarterly 23 1 (1999) 67-94
62. Kroeber A.L., and Kluckhohn C. Culture: A Critical Review of the Concepts and Definitions (1952), Harvard University Press, Cambridge
63. Krumbholtz M., and Maiden N. The implementation of enterprise resource planning packages in different organizational and national cultures. Information Systems 26 3 (2001) 185-204
64. Kujala S. User involvement: a review of the benefits and challenges. Behaviour & Information Technology 22 1 (2003) 1-16
65. Kyng M. Scandinavian design: users in product development. Proceedings of CHI (1994), ACM Press, pp. 3-9
66. Kyng M. Users and computers: a contextual approach to design of computer artifacts. Scandinavian Journal of Information Systems 10 1&2 (1998) 7-44
67. Langley A. Strategies for theorizing from process data. Academy of Management Review 24 4 (1999) 691-710
68. Lett J. The Human Enterprise. A Critical Introduction to Anthropological Theory (1987), Westview Press Inc., Boulder, CO
69. Lewis D. The organizational culture saga-from OD to TQM: a critical review of the literature. Part 1-concepts and early trends. Leadership and Organization Development Journal 17 1 (1996) 12-19
70. Lewis M.W., and Boyer K.K. Factors impacting AMT implementation: an integrative and focused study. Journal of Engineering and Technology Management 19 (2002) 111-130
71. Löwgren, J., 1995. Applying design methodology to software development. In: Proceedings of Designing Interactive Systems (DIS '95). ACM Press, New York, pp. 87-95.
72. Mayhew D.J. Business: strategic development of usability engineering function. Interactions September-October (1999) 27-34
73. Mayhew D.J. The Usability Engineering Lifecycle: A Practitioner's Handbook for User Interface Design (1999), Morgan Kaufmann, San Francisco, CA
74. McDermott C.M., and Stock G.N. Organizational culture and advanced manufacturing technology implementation. Journal of Operations Management 17 (1999) 521-533
75. Nandhakumar J., and Jones M. Designing in the dark: the changing user-developer relationship in information systems development. In: Kumar K., and DeGross J.I. (Eds). Proceedings of the 18th International Conference on Information Systems (ICIS), Atlanta, GA (1997) 75-86
76. Nielsen J. Usability Engineering (1993), Academic Press, Boston, MA
77. Ouchi W.G., and Wilkins A.L. Organizational culture. Annual Review of Sociology 11 (1985) 457-483
78. Pliskin N., Romm T., Lee A.S., and Weber Y. Presumed versus actual organizational culture: managerial implications for implementation of information systems. The Computer Journal 36 2 (1993) 143-152
79. Poltrock S., and Grudin J. Organizational obstacles to interface design and development: two participant-observer studies. ACM Transactions on Computer-Human Interaction 1 1 (1994) 52-80
80. Pool S.W. The learning organization: motivating employees by integrating TQM philosophy in a supportive organizational culture. Leadership & Organizational Development Journal 21 8 (2000) 373-378
81. Quinn R., and Rohrbaugh J. A spatial model of effectiveness criteria. Management Science 29 3 (1983) 363-377
82. Quinn R.E., and Spreitzer G.M. The psychometrics of the competing values culture instrument and an analysis of the impact of organizational culture on quality of life. In: Woodman R.W., and Pasmore W.A. (Eds). Research in Organizational Change and Development. An Annual Series Featuring Advances in Theory, Methodology, and Research vol. 5 (1991), JAI Press, Greenwich, CT 115-142
83. Robey D., and Azevedo A. Cultural analysis of the organizational consequences of information technology. Accounting, Management & Information Technology 4 1 (1994) 23-37
84. Robey D., and Rodriquez-Diaz A. The organizational and cultural context of systems implementation: case experience from Latin America. Information and Management 17 (1989) 229-239
85. Rosenbaum S., Rohn J.A., and Humburg J. A toolkit for strategic usability: results from workshops, panels, and surveys. Proceedings of CHI 2000. CHI Letters 2 1 (2000) 337-344
86. Ruppel C.P., and Harrington S.J. Sharing knowledge through intranets: a study of organizational culture and intranet implementation. IEEE Transactions on Professional Communication 44 1 (2001) 37-52
87. Schein E. Organizational Culture and Leadership. second ed. (1985), Jossey-Bass, San Francisco, CA
88. Schuler, D., Namioka, A. (Eds.), 1993. Participatory Design: Principles and Practices. Lawrence Erlbaum Associates, New Jersy.
89. Schultz M., and Hatch M.J. Living with multiple paradigms: the case of paradigm interplay in organizational culture studies. Academy of Management Review 21 2 (1996) 529-557
90. Seaman C.B. Qualitative methods in empirical studies of software engineering. IEEE Transactions on Software Engineering 25 4 (2000) 557-572
91. Smircich L. Concepts of culture and organizational analysis. Administrative Science Quarterly 28 (1983) 339-358
92. Sousa-Poza A., Nystrom H., and Wiebe H. A cross-cultural study of the differing effects of corporate culture on TQM in three countries. International Journal of Quality & Realiability Management 18 7 (2001) 744-761
93. Symon G. The work of IT system developers in context: an organizational case study. Human-Computer Interaction 13 (1998) 37-71
94. Taylor-Cummings A. Bridging the user-IS gap: a study of major information systems projects. Journal of Information Technology 13 (1998) 29-54
95. Tudor L. Human factors: does your management hear you?. Interaction January-February (1998) 16-24
96. van Maanen J., and Barley S.R. Occupational communities: culture and control in organizations. In: Staw B.M., and Cummings L.L. (Eds). Research in Organizational Behavior vol. 6 (1984), JAI Press, Greenwich, CT 287-365
97. Vredenburg K. Increasing ease of use-emphasizing organizational transformations, process integration, and method optimisation. Communications of the ACM 42 5 (1999) 67-71
98. Vredenburg K., Mao J., Smith P.W., and Casey T. A survey of user-centered design practice. In: Wixon D. (Ed). Proceedings of CHI'02 Conference on Human Factors in Computing Systems: Changing our World, Changing Ourselves (2002), ACM Press 471-478
99. Walsham G. Interpretive case studies in IS research: nature and method. European Journal of Information Systems 4 (1995) 74-81
100. Walsham G., and Waema T. Information systems strategy and implementation: a case study of a building society. ACM Transactions on Information Systems 12 2 (1994) 150-173
101. In: Woodman R., and Pasmore W. (Eds). Research in Organizational Change and Development. An Annual Series Featuring Advances in Theory, Methodology, and Research vol. 5 (1991), JAI Press, Greenwich, CT