Can boundary objects mitigate communication defects in enterprise transformation? Findings from expert interviews

Inappropriate communication is a major threat to enterprise transformations. While enterprise architecture (EA) models may be helpful to support communication, these models are often tailored to the needs of specialists like enterprise architects. Based on empirical data from 12 expert interviews, we analyze how EA models can become boundary objects that span knowledge boundaries and alleviate communication defects among heterogeneous stakeholder groups in enterprise transformations. We contribute a framework that maps six communication defects to three knowledge boundaries and to 12 boundary object properties as a foundation for future EA model design. Our findings also indicate that EA models alone are not sufficient for overcoming communication defects, but that facilitators like architects are needed in addition.