Verbal and visual representations in task redesign: how different viewpoints enter into information systems design discussions

Abstract.  We explore an important phase of information systems design (ISD), namely task redesign, and especially how different viewpoints enter into the discussions. We study how one particular visual representation, a process diagram, is interpreted and how alternative, even competing, representations are produced verbally. To tie the visual and verbal representations and the representational practices to wider social practices, we develop and use the Extended Three‐dimensional Model of discourse. Visual representations emerged as focal in bringing in the different viewpoints and as reference points for discussions. Our model provided a focused and powerful means to unveil for the outside researchers how the planned changes in tasks and authority relationships instigated a social struggle. The IS designer was an outsider to the client organization and therefore considered only the information system, not the social system in which it was intended to operate. Other participants did not recognize this, therefore, seeing the designer as furthering managerial interests. Seeing task redesign in the social context of a client organization can help IS designers and researchers to understand what the users see naturally, that is, the ISD as a dynamic, enabling but socially constrained process where different viewpoints are represented.