This paper argues that inadequate levels of trust underlie the poor relationship between cross-functional groups, such as business and IT in organizations and suggests trust-building guidelines for tackling persisting issues of cross functional conflict to leverage organizations productivity and performance. The paper begins with re-interpreting existing literature on the business-IT ‘gap’ to highlight why it is sustained by an underlying issue of trust deficit in the relationship and why a trust-building approach is appropriate for creating sustainable change in the system. It then critiques available trust-building advice and suggests an alternative approach to trust building. The paper builds on this by providing guidelines for action aiming to close the Business-IT ‘gap’.
Hatzakis, Tally, "Closing the Business-IT 'Gap': A Trust-Building Approach" (2008). AMCIS 2008 Proceedings. 311.