Dual information systems for organizational working and learning: the business and breakdown layers

Abstract

The conceptual structure of most computer-based information systems reflects a dualism of tecbnology. During the development phase, part of the work-domain related knowledge is formalized and encoded in the software, making it difficult for users to reflect upon and use this knowledge. This dualism deters the interpretive flexibility of information systems. Dual Information Systems (DIS) are needed that enable and reinforce both effective, institutionalized enactment and questioning and (re)construction of computer-supported work routines. DIS have a three-layered conceptual structure: (1) people draw on the business layer to work and learn; (2) people use the breakdown layer to handle unexpected breakdowns; (3) self-organizing project teams use the project layer to create innovative work and IS (re)designs. We outline the theoretical background, conceptual structure and generic services of DIS. We elaborate on the services and the conceptual design of the business and breakdown layers of DIS (bDIS). The services help people work effectively and develop competence needed to handle breakdowns and participate in the redesign project teams. The conceptual design extends Chang's hyperknowledge framework. Finally, we demonstrate the conceptual design and services in a financial services organization with the help of the ReDIS prototype.