Expectations and Reality: Why an Enterprise Software System Did Not Work as Planned

@inproceedings{Greenwood2011ExpectationsAR,
  title={Expectations and Reality: Why an Enterprise Software System Did Not Work as Planned},
  author={David Greenwood and Ian Sommerville},
  booktitle={ISD},
  year={2011}
}
Over two decades, we and other research groups have found that ethnographic and social analyses of work settings can provide insights useful to the process of systems analysis and design. Despite this, ethnographic and social analyses have not been widely assimilated into industrial practice. Practitioners still address sociotechnical factors in an ad hoc manner often after having observed that a system has become problematic during implementation. In response to this we have developed a… 
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