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Feeling the Hardware: The Emotionality of Technology-Based Organizational Change
Unformatted Document Text:  Feeling the Hardware, p. 11 explained to me, “It would seem that you should be able to enter on the first screen the name of the counsellor assigned to the case. But when we print out the report, it's not showing up.” In the next hour or so, they experienced other technical difficulties, two of which they solved by calling the CEO directly for solutions. Throughout, Mary responded with positive comments and humour, Gary with patience and calm. Roxanne was the most difficult to read, although she laughed along with the others at times and rarely expressed frustration. Still, the technical problems laid the groundwork for later expressions of frustration. There was clearly a tension between the positive enthusiasm for and patience with the new system, on the one hand, and the frustration resulting from the uncertainty of how the system worked and of whether it would work at all. The tension was apparent sometimes in humorous remarks such as when I asked Mary several months prior to the launch about the preparations being made: Ted: What’s going to happen between now and end of June to get this up and running? Mary: Uhh, panic? [Laughter] In a couple of instances during the training, frustration was more apparent. For example: Mary: [Dave] also said you can email records to counsellors’ home. Dave’s view is it's no different than faxing. Gary: But you can't fax. Mary: Yes, he says you can. Gary: Hmm. Well we need to have clear procedures. Dave needs to tell us. I wouldn’t go around telling people this. Similarly, Roxanne expressed some frustration overtly. Gary to Roxanne: Do you realize there will be dozens of people around the country doing exactly what we're doing? Roxanne: Well, I wish they'd get it right from the start.

Authors: Zorn, Ted.
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Feeling the Hardware, p. 11
explained to me, “It would seem that you should be able to enter on the first screen the name
of the counsellor assigned to the case. But when we print out the report, it's not showing up.”
In the next hour or so, they experienced other technical difficulties, two of which they
solved by calling the CEO directly for solutions. Throughout, Mary responded with positive
comments and humour, Gary with patience and calm. Roxanne was the most difficult to read,
although she laughed along with the others at times and rarely expressed frustration. Still, the
technical problems laid the groundwork for later expressions of frustration. There was clearly
a tension between the positive enthusiasm for and patience with the new system, on the one
hand, and the frustration resulting from the uncertainty of how the system worked and of
whether it would work at all.
The tension was apparent sometimes in humorous remarks such as when I asked Mary
several months prior to the launch about the preparations being made:
Ted: What’s going to happen between now and end of June to get this up and running?
Mary: Uhh, panic? [Laughter]
In a couple of instances during the training, frustration was more apparent. For example:
Mary: [Dave] also said you can email records to counsellors’ home. Dave’s view is it's
no different than faxing.
Gary: But you can't fax.
Mary: Yes, he says you can.
Gary: Hmm. Well we need to have clear procedures. Dave needs to tell us. I wouldn’t
go around telling people this.
Similarly, Roxanne expressed some frustration overtly.
Gary to Roxanne: Do you realize there will be dozens of people around the country
doing exactly what we're doing?
Roxanne: Well, I wish they'd get it right from the start.


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