Empirically Examined the Disjoint in Software Deployment: A Case of Telecommunication

Software is intended to enable and support organisations to function effectively and efficiently. Hence its deployment is critically vital. Software deployment involve two primary components, technology and nontechnology actors. Both actors offer vital contribution to software deployment. Unfortunately, there has been more focus on the technological actors over the years. This could be attributed to why the same types of challenges persist. The study holistically examined the roles of non-technology actors in the deployment of software in organisations. The lens of actor-network theory was employed in the empirical data. DOI: 10.4018/jantti.2012070104 International Journal of Actor-Network Theory and Technological Innovation, 4(3), 36-50, July-September 2012 37 Copyright © 2012, IGI Global. Copying or distributing in print or electronic forms without written permission of IGI Global is prohibited. banking and shopping queues when they can simply do it online. According to Bielski (2008), ATMs and internet banking enable customers to make banking transactions at any time without having to physically present themselves at the bank. Goswami and Raghavendran (2009) argue that with mobile banking, banks are able to offer their customers more convenience, as a result of the provision of banking transactions through cellular phones, at any given time of the day. This allows organisations to carry out their business transactions uninterrupted, twenty four (24) hours a day, seven (7) days a week. Avison and Fitzgerald (2006) posit that trading via the internet (electronic commerce) has made it easier for customers to access worldwide markets and to expand trading hours to twenty four hours a day, seven days a week. Increased competition amongst businesses forces organisations to take advantage of the new technology to provide value added service to fulfill their customers’ needs (Pappa & Stergioulas, 2008). The purpose of the research was to investigate, from non-technical perspective, the disjoint between the development and implementation of computer software in the organisation. The study took cognisance that those who develop computer software are not necessarily the ones that implement it.