The use of ethnography and grounded theory in the development of a management information system .

This work presents new evidence on how ethnography and the grounded theory approach can be integrated within a participatory information system development process. We conducted an ethnography in a hospital unit, collecting data from observations, interviews and documents. The discussion about emergent themes with the actors in their natural context and the development of a grounded model allowed us to identify widespread discomfort felt by personnel and to code it as process conflict, i.e. a particular type of conflict caused by inefficiencies in the organization of work activities. The grounded model was the starting point for conducting a series of focus groups during which the organizational actors were allowed to face process conflict while defining the requirements of a new management information system. We conclude with a discussion of the implications of our study for IS researchers and practitioners.