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Feeling the Hardware: The Emotionality of Technology-Based Organizational Change
Unformatted Document Text:  Feeling the Hardware, p. 10 • Mary told me when they were just starting, "This [user’s] manual we should be able to download off the web, e-mail. But we couldn't, so Gary brought his. Our email--we can send email but can't receive it. Xtra [their internet services provider] is working on it." • Gary said to the group, "I was going to try all these [configurations] before coming in but couldn't get on[line]. So I thought we'll just work through it together." He was clearly foreshadowing the fact that much of what he was training the group on he would have to figure out himself. • Mary pointed out to me that there was another computer in the room and said, "We were hoping to have both on-line [but it hasn't worked out]. We should both be able to be seeing the same screen." Thus, a number of glitches in implementation were already apparent before the training got underway. Yet, the mood was one of calm, patience, and even a quiet enthusiasm. The enthusiasm was more apparent as they finished filling out their first complete on-line form. They finished entering data from one form, and decided it was time to print: Mary: "Exciting!" Gary: "It is exciting." However, they printed and the page that came out had hardly any information on it: Mary: "That's not what we wanted." Gary: "No". A few minutes later, they were having trouble getting one of the basic functions to work. Gary said: "I don't understand, because we entered in this information but the counsellor’s name isn't showing up." Mary began looking through the manual, doing so for five minutes or so. She said, "It actually doesn't say anything about [this problem]." She

Authors: Zorn, Ted.
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Feeling the Hardware, p. 10
Mary told me when they were just starting, "This [user’s] manual we should be
able to download off the web, e-mail. But we couldn't, so Gary brought his. Our
email--we can send email but can't receive it. Xtra [their internet services
provider] is working on it."
Gary said to the group, "I was going to try all these [configurations] before
coming in but couldn't get on[line]. So I thought we'll just work through it
together." He was clearly foreshadowing the fact that much of what he was
training the group on he would have to figure out himself.
Mary pointed out to me that there was another computer in the room and said,
"We were hoping to have both on-line [but it hasn't worked out]. We should both
be able to be seeing the same screen."
Thus, a number of glitches in implementation were already apparent before the training
got underway. Yet, the mood was one of calm, patience, and even a quiet enthusiasm. The
enthusiasm was more apparent as they finished filling out their first complete on-line form.
They finished entering data from one form, and decided it was time to print:
Mary: "Exciting!"
Gary: "It is exciting."
However, they printed and the page that came out had hardly any information on it:
Mary: "That's not what we wanted."
Gary: "No".
A few minutes later, they were having trouble getting one of the basic functions to
work. Gary said: "I don't understand, because we entered in this information but the
counsellor’s name isn't showing up." Mary began looking through the manual, doing so for
five minutes or so. She said, "It actually doesn't say anything about [this problem]." She


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