Recovering From Trust Breakdowns In Large System Implementations

Abstract

On the basis of experiences from the Faroese large-scale implementation of integrated healthcare information systems and insights into dynamic aspects of trust, we offer the following lessons for the successful management and recovery of trust (breakdowns) in large system implementations: restore relations by turning towards face-to-face events and procedures, assure a well- functioning and available support organization, demonstrate trust in actors to enhance their own self-confidence, and celebrate successes, even the smallest ones or those injected by yourself. The propositions are based on a six-year longitudinal qualitative case study and analyzed using critical incidents and content analysis by means of a framework based on Giddens Theories on Modernity and Abstract Systems. The propositions were discussed in a seminar with the project participants. Finally the findings are challenged and sharpened and suggestions for further research are given.

Keywords:

• Trust
• Implementation
• Breakdown
• Recovery
• Prescriptive findings
• Healthcare

Additional information

Notes on contributors

Bjarne Rerup Schlichter

Bjarne Rerup Schlichter is an associate professor of information systems at the Department of Business Administration, Aarhus University. He holds a master degree in Computer Science and an advanced diploma in Business Administration and Organization from 1990 and received his PhD in Information Systems from Aarhus School of Business. He entered academia in 2002 after a career in various consulting companies. Among others he was Government Industry Leader of PwC-Denmark from 1998 to 2000 and Head of the International IT-Consultancy at Ramb\ill\ll Management from 2000-2002. He is appointed as external expert in information systems and technologies by the Danish High Courts and by Danish Arbitrage. His major research interests include aspects of conflicts, including trust, during implementation of information systems.

Povl Erik Rostgaard Andersen

Povl Erik Rostgaard Andersen is an associate professor of Information Systems at the Department of Business Administration, Aarhus University, Denmark. He received his PhD in Information Systems in 1991 from the Aarhus School of Business. He makes research in the area of IT strategy in general and evaluation of implementation of IT applications within the healthcare sector. He is a Director of Study of an executive IT master program at Aarhus University. Before entering academia he worked as management consultant and as manager in the area of marketing and sale.