Cultural differences in user groups: A multi-angle understanding of IT use in large organizations

In this paper, we analyze how differences between groups of end-users of the same technology (distributed within and across organizations) are reflected in specific breakdowns in the use of technology as well as in the interaction between these groups. In order to reach this goal, we consider as unit of analysis the occupational groups that are approached as reflecting a particular occupational culture. In addition, we analyze the effect of local subcultures on occupational groups. The two main aspects of culture on which we focused the study are language and values. Using this perspective, we carried out two case studies in two large organizations. The conclusions of this research show that the concept of occupational groups (with related occupational subcultures) is indeed a useful approach to explain differences in groups of end-users and the related breakdowns in use of technology and interaction among groups. The results of the study can inform design decisions and support action for improvements of interaction processes among groups of end-users of the same technology.