Managing user diversity in ES pre-implementation through discursive framing: A spatio-temporal analysis

Abstract

Discursive strategy is important in engaging users when an organization-wide strategic change such as an enterprise system (ES) is introduced. Although some information systems (IS) studies have suggested the use of discursive framing, little is known about how such framing is conducted. Hence, our study aims to conceptualize discursive framing strategies by taking into account user diversity. A qualitative case study of China’s largest food conglomerate, with its diversified subsidiaries, is presented. Specifically, the pre-implementation phase of an ES implementation is examined. Based on a spatio-temporal analysis of the IS context that could give rise to user diversity, this paper makes two contributions: (1) it addresses a gap in the literature by conceptualizing discursive framing strategies in managing user diversity during ES pre-implementation, and (2) it extends organizational discourse analysis through a spatio-temporal analysis of users’ IS context. We conclude with guidelines for managers to anticipate and overcome potential conflicts, and offer suggestions for future research.