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Feeling the Hardware: The Emotionality of Technology-Based Organizational Change
Unformatted Document Text:  Feeling the Hardware, p. 12 Mary: Look, it will take years to get it right. But the overriding emotional expressions in this initial training session were patience and humour, such as when Gary observed that Roxanne made a mistake: “That's good Roxanne, you make as many mistakes as possible, so when I'm training someone I can say ‘If you do this, expect this to happen and call Roxanne for the answer!’” They both had a laugh. The Second Training: Frustration Mounts The mood was noticeably different when I observed the second training session two weeks later. Roxanne was working alone when I arrived. Ted: How's it going? Roxanne: Not so good. It's a bloody time waster, I reckon. Ted: Do you think that will change once you get the hang of it? Roxanne: I've got the hang of it. I could enter about 30 forms an hour before [with the old system] and with this I can enter about 10. Ted: Why is that? Roxanne: Well, you have to move between these screens. Even though Roxanne said she had “the hang of it” it was apparent later in the training session that they all continued to have questions about how the system worked. Later, when the training session started, the problems continued. Roxanne’s frustration began to show in her facial expressions and curt remarks. Mary: This isn't showing up. Roxanne: It's locking up. Mary: Yeah, none of this is showing up down here. It locked up a couple of times yesterday. And this is what scares me. Gary: So, what happens, Roxanne? Roxanne: I've just lost it. I did one, then I did two more, and I've just lost them.

Authors: Zorn, Ted.
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Feeling the Hardware, p. 12
Mary: Look, it will take years to get it right.
But the overriding emotional expressions in this initial training session were patience
and humour, such as when Gary observed that Roxanne made a mistake: “That's good
Roxanne, you make as many mistakes as possible, so when I'm training someone I can say ‘If
you do this, expect this to happen and call Roxanne for the answer!’” They both had a laugh.
The Second Training: Frustration Mounts
The mood was noticeably different when I observed the second training session two
weeks later. Roxanne was working alone when I arrived.
Ted: How's it going?
Roxanne: Not so good. It's a bloody time waster, I reckon.
Ted: Do you think that will change once you get the hang of it?
Roxanne: I've got the hang of it. I could enter about 30 forms an hour before [with the
old system] and with this I can enter about 10.
Ted:
Why is that?
Roxanne: Well, you have to move between these screens.
Even though Roxanne said she had “the hang of it” it was apparent later in the training
session that they all continued to have questions about how the system worked.
Later, when the training session started, the problems continued. Roxanne’s
frustration began to show in her facial expressions and curt remarks.
Mary: This isn't showing up.
Roxanne: It's locking up.
Mary: Yeah, none of this is showing up down here. It locked up a couple of times
yesterday. And this is what scares me.
Gary: So, what happens, Roxanne?
Roxanne: I've just lost it. I did one, then I did two more, and I've just lost them.


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