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.

The use of ethnography and grounded theory in the development of a management information system / Mattarelli, Elisa; Bertolotti, Fabiola; Macri', Diego Maria. - In: EUROPEAN JOURNAL OF INFORMATION SYSTEMS. - ISSN 1476-9344. - STAMPA. - 22(2013), pp. 26-44.

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