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Abstract
Requirements determination (RD) during information systems delivery (ISD) is a complex organizational endeavor, involving political, sensemaking, and communicative processes. This research draws on the analytic concept of technology frames of reference to develop a socio-cognitive process model of how frames and shifts in frame salience influence sensemaking during requirements determination. The model provides a theoretical and conceptual perspective that deepens our understanding of requirements processes in organizations and of the socio-cognitive basis of
power in ISD. The paper reports on a longitudinal case study, in which four technology frame domains were identified and the influence of frames on project participants' understanding of requirements was traced through eight RD episodes. Repeated shifts in the salience of the business value of IT and IT delivery strategies frames disrupted project participants' understanding of requirements and contributed to a turbulent RD process. Analysis of frames and framing helped explain how interpretive power was exercised, yet constrained, in this project. Implications for further research and for practice are considered.
Keywords: Requirements determination, frames of reference, social cognition, information systems development
ISRL Categories: FB04, AA041, F1303, EF, 1`1303
Introduction and Motivation
Identifying and agreeing on the requirements for a new information technology (IT) application are two of the most difficult tasks in the information systems delivery (ISD) process. Requirements determination (RD) is characterized by ongoing sensemaking among stakeholders, and it can be chaotic, nonlinear, and continuous (Banseler and Bodker 1993; Curtis et al. 1988; Walz et al. 1993). Not only are there multiple stakeholders whose various ways of understanding requirements must be taken into account and reconciled, but their ideas may change, particularly in long-term projects or if business conditions and key stakeholders change. We often hear laments about scope creep, project drift, or requirements becoming a moving target. Given these organizational realities, a reasonable goal might be to attempt to arrive at provisional agreements so that something useful could be built and implemented. However, even such a pragmatic goal can be difficult to achieve.
Researchers have examined a number of social, cognitive, and political processes in ISD that influence RD activities and outcomes. A theoretical approach that focuses on sensemaking processes is helpful for investigating why participants in such activities understand requirements as they do...