The ubiquity and utility of resistance: Codesign and personalization of information systems

Abstract

In assessing the positive and negative connotations of ubiquity, this paper favors association with cohabitation and domestication of technology rather than colonization and domination. Unpredicted user responses to technology are often framed as resistance. Despite its ubiquity, resistance remains a neglected topic in information systems research, and belief in technology as 'the one true way' of solving a problem means that it will often be demonized. Recognition of the powerful nature of IS elucidates sources of resistance: the policies governing the behavior and reactions of users to technology will impinge on the range of user activities deemed to be recalcitrant. This is especially important with the types of technology involved in ubiquitous information environments as they are often used outside of organizations for leisure and social activities. However, one cannot assume that newer mobile technologies deployed to achieve organizational goals will be adopted and used by employees with the degree of success that these technologies have enjoyed in voluntary environments. An alternative approach is advocated: Resistance is perceived not as a threat, but as a site for personalization, and local adaptation; users' subversive acts can play a role in improving the technology; IS failure can be lessened and resistance may ultimately play a role in stabilizing a system. Finally, an argument is made for personalization through user-driven codesign as part of a strategy of utilizing resistance. © 2005 by International Federation for Information Processing.