Abstract

The paper presents a reflection on the different actors roles in constructing a new technological system. The importance and the effects of active or passive user participation are discussed within two theoretical frameworks: Social Construction of Technology and Actor Network Theory. This paper describes an ethnographical observation on the development of a Customer Relationship Management system. During the development process, managers in the client organization seemed to only consider their own strategies, disregarding users’ expectations. Which difficulties can arise when developing an information system in this way? The study presented in this paper tries to set the ground for answering this question, following the steps of the development of the information system and analysing the moments in which the different actors’ strategies and ideas create unplanned situations.

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