Framing Information Systems: An Institutional Perspective on CRM System Implementation

[[abstract]]This paper aims to inquire how organisational institutions can impose constraints on the sense-making process of information systems in organisations. A CRM project is analysed from the perspective of technology frames analysis and institution theory. The findings demonstrate that technological frames are social phenomena shared by individuals; and the institutional analyses are proved to be helpful in terms of understanding how the social cognition (technological frames) is structured. The study also shows that the social rules produced cognitive inertia that prevented the company from adopting new ideas and technology that differ from the organisational status quo