Ambiguity in IT adaptation: making sense of First Class in a social work setting

This paper explores how people make sense of the ambiguity caused by newly introduced information technology (IT) in organizations. A better understanding of these sense‐making processes might provide some basis for improving the way in which information technology is adapted in organizations. On the basis of an interpretive case study, the paper identifies how certain attention structures facilitated and restricted the meaningful construction of IT in a particular organizational context – social work. In this context, the previous coincidence of IT introductions with increasing administrative workload had considerable implications for the way in which a communications technology (First Class) was adapted. On a general level, it is concluded that making sense of ambiguity is an important ingredient in successful IT adaptation.