Investigating the Sensemaking Process in a Global IT Outsourcing

Abstract

In this research, we draw on sensemaking theory to analyze the how employees of a global corporation involved in the provisioning of company-wide IT services cope when confronted with unexpected events related to distant colleagues. Using a critical incident technique to collect data, we examine the processes of sensemaking in a global offshore outsourcing environment. We construct narratives and fabulas of each incident to perform data analysis using a process theory building approach. Our findings suggest sensemaking in a complex global environment is an iterative process that includes a recognition phase, a deliberation phase, and a resolution phase. We identify conditions that lead to successful sensemaking acts in this environment, as well as discursive strategies enacted by employees and sensemaking process facilitators.