Why technology implementation fails: from adoption to dynamic technology integration

Résumé fourni par la source

Digital technologies are increasingly introduced at work to improve efficiency and reduce costs, yet failure to integrate them into workflows remains common. This paper analyses a case study of a failed technology integration in a healthcare setting. Drawing on technology acceptance models, socio-technical systems perspectives, and socio-material views, we develop the Dynamic Model of Technology Integration that emphasizes the importance of accounting for workflow disruption, interdependencies, and the active user role. Using a mixed-methods approach, we collected data from 67 clinicians at a public hospital via tool analytics, surveys administered over four timepoints, and 29 interviews. Although perceived ease of use and usefulness predicted initial technology use, adoption declined over time. Interviews revealed that successful integration requires individuals to engage in affordance crafting in which they invest effort to overcome contextual constraints and unlock the potential action opportunities of a technology to embed that technology into their work practices and to align it with their preferences and motives at work. Integration failed when the individual effort investment required to engage in such crafting exceeded a threshold of perceived short-term benefits. This threshold was exacerbated by a high workload environment with complex interdependencies across tasks, technologies, and co-workers.

Ce résumé expose les affirmations des auteurs. BNTIC ne l’interprète pas comme une validation indépendante des résultats.