More than meets the eye: working around technology in cross-boundary work contexts

The purpose of this paper is to explore how organizational actors interpret and enact technology in cross-boundary work contexts during e-government implementation in a public organization in East Malaysia.

Case study methodology involving semi-structured interviews, unobtrusive observations, and archival records was utilized in the study. Interview subjects include management staff, general employees, and information technology (IT) specialists to provide rich descriptions of their work practice.

Three distinct contexts contribute to cross-boundary work practice in relation to IT use and non-use, namely, standardization (complete IT use), hybridization (partial IT use), and conventionalization (zero IT use). Technology enactment strategies such as acceptance, avoidance, adaptation, and configuration are employed depending on actors’ interpretation of technology complexity and task interdependency.

Early interventions could involve examining how and why employees accept or avoid technology as part of their work practice and how they switch between enactment strategies. Organizations could ensure better team support to capitalize on the robust social interaction in cross-boundary work contexts to develop greater synergy in technology improvisations.

The study extends the technology enactment perspective as it offers new meanings to structures of action by understanding the temporal agentic orientations and how these are constructed by cross-boundary work contexts. It also offers insight into how enactment strategies are developed according to the productive tensions that arise from the interplay of cognitive orientations.