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Soft Systems Methodology (SSM) has long been involved in information systems development through the medium of action research. Its social constructivist paradigm and managerial focus distinguish it from most software engineering development approaches. Checkland's underlying view of systems development, however, is heavily influenced by traditional waterfall models – something of a contradiction. This paper uses recent developments in SSM to develop a more appropriate systems development concept: the interaction‐transformation‐interaction (ITI) model. The model views systems development primarily as a social and managerial task, rather than a technical one. It was successfully used (in conjunction with developed forms of SSM which incorporate analysis based on structuration theory) to structure the development of an intranet in a university department. The experience led to a further series of reflections on the model.

This artick examines the internal and external communication of an underresearched type of small group, the performing group. A participant observation case study of a nightclub band explores the challenge of engaging in internal and external group communication simultaneously. The author uses Bochner's lypology ofthefivefunctions of communication-impression management, expression, organization, validation, and protection-to define role functions salient to this performing group. Signals sent by different members to other members and the audience provide evidence of three previously unidentified rolefunctions-frontperson, expressive leader, and stage leader-described in terms of concernfordifferent functions of communication.

Knowledge transfer between consultants and organizational users influences the outcomes of an Enterprise Resource System (ERP) implementation. Configuration and implementation tasks are dependent on generating some level of shared understanding of both business practices and technology. These problems become acute in implementations in small and medium sized enterprises (SMEs). SMEs often operate with non-standard business processes, making an effective interchange of process knowledge between consultants and end-users crucial. Using a multiple case study method and content analysis, the authors investigate the mediating role of absorptive capacity in knowledge transfer in SMEs ERP implementations. They present exploratory case studies from 3 Nigerian companies with varying outcomes, and hypothesize that knowledge transfer is complicated by acute information asymmetry, absence of pre-existing related knowledge and consequent difficulties in developing a shared understanding, and by a tendency to operate with lone consultants and lone organizational representatives.

In a liberal democracy, the evolution of political agendas and formation of policy involves deliberation: serious consideration of political issues. Modern day political participation is dependent on widespread deliberation supported by information and communication technologies, which also offer the potential to revitalize and transform citizen engagement in democracy. Although the majority of web 2.0 systems enable these discourses to some extent, government institutions commission and manage specialized deliberation systems (information systems designed to support participative discourse) intended to promote citizen engagement. The most common examples of these are political discussion forums. Though usually considered trivial adaptations of well-known technologies, these types of deliberative systems are often unsuccessful, and present a distinct set of design and management challenges. In this article we analyze the issues involved in establishing political deliberation systems under four headings: stakeholder engagement, web platform design, service management, political process re-shaping and evaluation and improvement. We review the existing literature and present a longitudinal case study: the Norwegian Demokratitorget (Democracy Square). We define key issues in each of the four areas which need to be understood in order to design and manage a successful net-based deliberation forum.

On-line political communities, such as the Norwegian site Demokratitorget (Democracy Square), are often designed according to a set of un-reflected assumptions about the political interests of their potential members. In political science, democracy is not taken as given in this way, but can be represented by different models which characterize different relationships between politicians and the citizens they represent. This paper uses quantitative and qualitative content analysis to analyze the communication mediated by the Democracy Square discussion forum in the first ten months of its life. In the quantitative analysis, citizens' and politicians' contributions are analyzed against four different democracy models: Consumer, Demo-Elitist, Neo-Republican and Cyber-Democratic. Whereas politicians' contributions mainly reflected the Demo-Elitist model, citizens' contributions tended to reflect the Neo-Republican model. In the qualitative analysis the discourse is analysed as repeating genres – patterns in the communication form which also reflect the conflict of interest between citizens and politicians. Though the analysis gives insight into the nature of the discourse the site supports, little is known about translating this kind of insight into better site design. We match the site's communication genres with known features of E-democracy sites to generate tentative design improvement possibilities. ; On-line political communities, such as the Norwegian site Demokratitorget (Democracy Square), are often designed according to a set of un-reflected assumptions about the political interests of their potential members. In political science, democracy is not taken as given in this way, but can be represented by different models which characterize different relationships between politicians and the citizens they represent. This paper uses quantitative and qualitative content analysis to analyze the communication mediated by the Democracy Square discussion forum in the first ten months of its life. In the quantitative analysis, citizens' and politicians' contributions are analyzed against four different democracy models: Consumer, Demo-Elitist, Neo-Republican and Cyber-Democratic. Whereas politicians' contributions mainly reflected the Demo-Elitist model, citizens' contributions tended to reflect the Neo-Republican model. In the qualitative analysis the discourse is analysed as repeating genres – patterns in the communication form which also reflect the conflict of interest between citizens and politicians. Though the analysis gives insight into the nature of the discourse the site supports, little is known about translating this kind of insight into better site design. We match the site's communication genres with known features of E-democracy sites to generate tentative design improvement possibilities.

In an increasingly digitalised society, participation becomes dependent on digital skills – the ability to understand and use the everyday Internet technologies that surround us. People who have difficulty acquiring these skills risk being digitally excluded. One such group is the elderly; all research studies show that they are disadvantaged. The project focuses on digital inclusion for elderly citizens, addressing goal 10 of the United Nations global sustainability goals: reduced inequality within and among countries. It brings together researchers, industry and government in a collaborative practice (action research) program designed to increase theoretical knowledge of digital inclusion in Sweden, and to provide useful guidelines and tools for improving societal involvement of elderly citizens. The collaborative practice approach incorporates survey and interview techniques to ensure scientific rigor. A feature of the project is the use of a cross-generational teaching and learning approach – young people (digital natives) interacting with elderly - which has not previously been researched. Our initial results show that the benefits for the elderly include reduced isolation, more autonomy and independence, and better health.

E-government is not known for its progressive approach to the design of e-services. An action design research approach is taken for the development of a tool for helping e-service designers work in an innovative way. The theoretical grounding is in open service innovation, service-dominant logic and service design, and the research was conducted with the help of local government prac-titioners in Sweden. The resulting tool is an adaptation of the well-known business model canvas – the innovative digital service canvas. Other contributions include an approach to design science incorporating theory-based design principles, and the design principles themselves. ; Innoserve

Despite substantial investments in ICT in the public sector over the past decades, it has been hard to achieve consistent benefits. One reason for the difficulties is the gap between the expectations of key stakeholders (such as governments, businesses and citizens) and project outcomes. Though normative, descriptive and instrumental aspects of stakeholder theory have been influential in explaining stakeholder interests and relationships in the management field, e-Government researchers have rather neglected the normative core of the theory. We show how value theory can improve normative foundations in this area to provide a focused analysis of four e-Government projects. We use a multiple case study approach to study the values of salient stakeholders, demonstrating how the combination of value theory and stakeholder theory provides greater explanatory power than either of the theories in isolation. Our work shows how stakeholders´ interests are bound to generic value positions and allow us to formulate implications for research and practice.