...Gamila Shoib; Joe Nandhakumar; Bruce Rowlands Purpose This paper seeks to provide insights into the process of applying Lamb & Kling's user as social actor model as an institutional lens to analyse data and to generate findings of IS practice. Design/methodology/approach...

.... The improvisational model of technological change by Orlikowski and Hofman (1997) is used to provide the conceptual foundations for understanding the pattern of evolution associated with the tools observed in these two settings over time. Key areas to consider when changing practice identified from this study...