"Discussion-less" discussion databases: Detecting and resolving breakdowns using an ethnographic research approach

Purpose – This paper has two purposes. The first purpose is to study how groups and members of an organization use collaborative technology in accomplishing their everyday work. The second purpose is to study how interpretive researchers can use an ethnographic research approach, called the strip resolution process (SRP), to make explicit the process by which they achieve their interpretation, rather than provide just their interpretation leaving the process as a black box.Design/methodology/approach – Interpretive case study using interviews, observation, participant‐observation, and study of documents.Findings – For IS researchers, a key finding is that the SRP facilitates both an understanding of research phenomena from the members’ perspective and a means of explaining how that understanding was achieved. For IS practitioners, a key finding is that organizational work practices and reward structures should be “co‐designed” with the collaborative technology's functionalities to accomplish organizationa...