Exploring collaboration technology use: how users’ perceptions twist and amend reality

Purpose – This study aims to examine how a collaboration technology is used by three organizational groups. The main focus is on the interplay between the users’ perceptions (of the technology and of the knowledge shared) and the material properties of the collaboration technology. Design/methodology/approach – Two theoretical frameworks (social representations and sociomaterial practice perspective) examine collaboration technology use to better understand the underlying dynamics. The research is conducted as a case study in a US company where a collaboration technology was being implemented. Findings – The findings reveal a process model showing how social dynamics and users’ perceptions of what the collaboration technology can do and cannot do to share the users’ knowledge influence the users’ behaviour. Based on these perceptions, users will twist or amend their interpretation of the reality (the material properties of the technology) to justify their use of the collaboration technology. Research limitations/implications – This research is conducted as a single case study. However, the significant amount of time spent at the research site allowed for a very rich description of the events and processes involved. Practical implications – This study offers guidelines on what influences use and adoption of collaboration technologies. It highlights the importance of providing more than just training, as social dynamics and users’ perceptions continuously influence users’ behaviour. Originality/value – By combining two complementary theoretical frameworks, this study provides a novel and more in-depth explanation of collaboration technology use (or lack thereof).