Abstract
Effective communication among developers and users underlies the success of designing computer-based information systems (CBIs). We propose that Habermas' theory of communicative action is useful for investigating the CBIS developmental process. To support this we analyze our experiences in constructing two different DSSs. Communicative action theory is used to uncover and explain the unexpected failure of one and the unanticipated success of another. The two case studies show how appropriate communicative action can be used to respond to design uncertainty and user resistance. The cases also suggest that a lack of appropriate communicative action during the developmental process can cause premature system failure. We perceive the problems in constructing these DSSs to be representative of the difficulties experienced in developing different CBISs. This implies that insight arising from investigating the cases using communicative action theory may also be useful in designing other CBISs.
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