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Feeling the Hardware: The Emotionality of Technology-Based Organizational Change
Unformatted Document Text:  Feeling the Hardware, p. 15 change. Fifth, participants relied on generic and organizationally specific rules of emotional expression as resources and constraints in achieving their objectives. The Ambiguity of Emotion and ICT Implementation It is the ambiguity of the new ICT system and of emotional experience that enables negotiation of meaning and attempts to influence. From multiple interactions over an extended period interacting with the three participants in this office, each of them expressed both positive and negative comments about CSIS. Like many participants in organisational change, they seemed to be open to the change, while at the same time having some misgivings. As evidence, note their comments on the many things that went wrong in the initial training session. They were aware of the problems but continued to work around them, for the most part expressing positive emotions in doing so. Thus, they seem to have been open to multiple interpretations and evaluations of the system from the beginnings of my interactions with them. Furthermore, the mixed emotions expressed by participants in the two training episodes also suggest that their emotional experience was similarly negotiable (Conrad & Witte, 1994). Even when Roxanne was decidedly negative in her emotional expression—for example, the “It’s rubbish” followed by “Oh, I give up” comments, she almost immediately afterwards re-engaged in neutrally-toned enquiry of the others focused on figuring out the system worked. Thus, what they were feeling while engaged with the system was ambiguous and open to influence by their co-workers. In terms of the success of the change initiative, the ambiguity of their experience is critical to acknowledge. If what people are feeling as they try out the new initiative is ambiguous, it suggests their openness to influence by others. For example, they may be influenced to construct the system, its implementation, and their collective emotional experience, as positive, negative, or neutral.

Authors: Zorn, Ted.
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Feeling the Hardware, p. 15
change. Fifth, participants relied on generic and organizationally specific rules of emotional
expression as resources and constraints in achieving their objectives.
The Ambiguity of Emotion and ICT Implementation
It is the ambiguity of the new ICT system and of emotional experience that enables
negotiation of meaning and attempts to influence. From multiple interactions over an
extended period interacting with the three participants in this office, each of them expressed
both positive and negative comments about CSIS. Like many participants in organisational
change, they seemed to be open to the change, while at the same time having some
misgivings. As evidence, note their comments on the many things that went wrong in the
initial training session. They were aware of the problems but continued to work around them,
for the most part expressing positive emotions in doing so. Thus, they seem to have been
open to multiple interpretations and evaluations of the system from the beginnings of my
interactions with them. Furthermore, the mixed emotions expressed by participants in the two
training episodes also suggest that their emotional experience was similarly negotiable
(Conrad & Witte, 1994). Even when Roxanne was decidedly negative in her emotional
expression—for example, the “It’s rubbish” followed by “Oh, I give up” comments, she
almost immediately afterwards re-engaged in neutrally-toned enquiry of the others focused on
figuring out the system worked. Thus, what they were feeling while engaged with the system
was ambiguous and open to influence by their co-workers.
In terms of the success of the change initiative, the ambiguity of their experience is
critical to acknowledge. If what people are feeling as they try out the new initiative is
ambiguous, it suggests their openness to influence by others. For example, they may be
influenced to construct the system, its implementation, and their collective emotional
experience, as positive, negative, or neutral.


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