University of Hertfordshire


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Original languageEnglish
Number of pages22
JournalJournal of Information Technology
Journal publication date2 Aug 2016
Publication statusPublished - 2 Aug 2016


The purpose of this study is to explore the use of Enterprise Social Networks (ESN); namely, Yammer and Chatter, using the lens of resistance and deployment of workarounds among individuals employed in a large, service sector organisation. By doing so, we can illustrate the motivation behind individual use of ESN within a large organisation, the reasons for not using it and the outcomes of their choices on the organisation’s performance and day-to-day activities. The research approach of our study involves employing a qualitative approach and adopting the interpretive research perspective. Our findings illustrate that there are several bottom-up and top-down pressures, which effectively hinder the adequate or successful use of ESN and drive user resistance and workarounds. The contributions of our study are manifold. First, since ESN are actively considered by organizations, our findings can inform policymakers on the issues that might arise beyond implementation, more so, during the actual use of the system. In other words, the results of this research can shed light on the areas where their efforts are best placed. At a theoretical level, our study enriches the extant literature associated with adoption issues, by explaining that ESN involve multi-level organizational characteristics found within a specific context of use, that of ESN.


This document is the accepted manuscript version of the following article: Choudrie, Jyoti and Zamani, Efpraxia D., ‘Understanding Individual User Resistance and Workarounds of Enterprise Social Networks: The Case of Service Ltd’, Journal of Information Technology, Vol. 31(2): 130-151, June 2016. The final publication is available at Springer via:

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