'Bringing the Covert into the Open': A Case Study on Technology Appropriation and Continuous Improvement.

Area of Science:

• Information Systems
• Organizational Behavior
• Healthcare Management

Background:

• Employee technology appropriation is typically covert, hiding potential organizational benefits.
• Continuous Improvement (CI) programs aim to openly disclose and implement organizational improvements.
• CI programs may offer a framework to reveal hidden technology uses.

Purpose of the Study:

• To explore how continuous improvement programs can bring covert technology appropriation into the open.
• To analyze the extent and reasons for discussing and developing personal digital assistant (PDA) functionalities in a healthcare setting.
• To differentiate between intended and emergent PDA functionalities.

Main Methods:

• A case study was conducted in a Belgian nursing home.
• The study focused on the implementation and use of a personal digital assistant (PDA).
• Analysis involved examining how PDA functionalities were discussed and developed within a continuous improvement program.

Main Results:

• Some PDA functionalities were discussed and developed beyond their original intended use.
• The continuous improvement program facilitated the open discussion of technology appropriation.
• Emergent functionalities, not initially planned, were identified and explored.

Conclusions:

• Continuous improvement programs can effectively surface covert technology appropriation.
• Employee willingness to improve work practices is crucial for technology appropriation.
• Focusing on perceived usefulness of work practices drives technology development more than the technology itself.