Use cases as a means to support the appropriation of enterprise social software

Abstract

Despite the growing use of enterprise social software (ESS) to support internal communication or knowledge management, its successful introduction is still a challenge. Studies have shown that ESS needs to be appropriated by the employees by making sense of the tools and reflecting on its possible benefits for individual working practices. To support and accelerate this complex procedure and reduce the risk of non-appropriation, we propose a nascent design theory for use cases as a means to support ESS appropriation. Interviews with 10 department heads, usage observations, and a survey at a medium-sized German service provider serve as a database for applying a causal analysis, as suggested by Gregor et al. 2013. Our study provides structured guidance on how to conceptualize and utilize use cases to promote desired ESS uses and ultimately contributes to a better understanding of ESS appropriation. © 2016 IEEE.