Workaround behaviour in information systems research.
de Vargas Pinto, Aline ; Macada, Antonio Carlos Gastaud ; Mallmann, Gabriela Labres 等
Workaround behaviour in information systems research.
1. Introduction
Organizations are increasingly seeking to improve the level of
productivity of their employees, especially with the use of information
systems (ISs) and mobile technologies (MT). However, the new information
technology (IT) management policies, Bring Your Own Device (BYOD) for
example, which allows employees to use their personal devices while in
the organization and to connect them to the corporate network, and the
concern with the use of non-authorized technologies inside the
workspace, called shadow IT, have manifested the workaround behavior by
the employees more intensely (Dulipovici and Vieru, 2016).
The investments in ITs have been increasing in the organizations,
aiming to standardize the work processes and to gain improvements in the
performances, with higher productivity (Roder et al., 2015). Estimates
show that, in 2018, the global expenses with IT should reach a total of
US$ 3.7tn, equivalent to an increase of 4.5 percent in comparison to
2017. The investments are driven and directed toward cloud computing, MT
and internet of things that help the organizations to improve
employees' productivity, and bring implications such as enhancing
the workaround behavior (Gartner, 2018).
The workaround behavior was initially defined as non-standard
procedures used by users/operators to compensate the deficiencies found
in the IS (Courtright et al., 1988). Subsequently, other authors have
brought new definitions to the workaround behavior, defining it as
informal methods to compensate the inability to obtain necessary data or
the capability of using alternative processes to avoid perceived
blockage in the workflow, with the possibility of using an extension or
a resource that is non-existent in the system (Petrides et al, 2004;
Vogelsmeier et al., 2008).
For the users, the workaround behavior allows the overcoming of
impact procedures and issues at work being composed of temporary
practices (Alter, 2014). However, the organization is often not aware
that the employees are applying other solutions for the job completion.
The workaround behavior can have different results for the employees and
for the organization, because the adoption and use of alternative
solutions are individual, according to the necessities and abilities of
each user, and the result of its adoption may not be desired by the
organization (Drum et al, 2016).
The employees will use the IS adopted by the organization if they
identify quality in the system based on the desired characteristics of
the technology itself, considering usability aspects such as ease of
use, efficiency, navigation and reliability (Petter et al., 2013). In a
recent investigation, the workaround behavior was analyzed by Laumer et
al. (2017), using the following dimensions: quality of the system,
quality of the service and quality of the information (representative
and contextual), as prior to user satisfaction and workaround behavior.
The model's dependent variable has evaluated the benefits in
productivity and in the work performance through workaround behavior.
However, the research did not fill all the gaps and the opportunities of
research on IS workaround behavior, some of which are listed in this
research as recommendations for future research.
Thus, the aim of the present study is to verify how the workaround
behavior has been approached in IS studies, verifying its applicability
and presenting guidelines for future research. The importance of this
research in the theoretical and practical scope focuses on gathering
relevant information about the workaround behavior, bringing up positive
and negative aspects of the manifestation of this behavior. Besides, no
Brazilian study has been identified on workaround in the IS area in the
databases consulted (Web of Science, Scopus, Science Direct), showing a
research gap on this theme in Brazil.
This paper is structured as follows. Section 2 presents a
literature review about aspects of the workaround behavior and its use
in the IS researches. Section 3 approaches the method that was used.
Section 4 presents the results and, lastly. Section 5 presents the
conclusions and guidelines for future researches.
2. Literature review on workaround
IT area allows to organizations high capability to extend, acquire,
manipulate and communicate information, being a strategic and
fundamental resource to companies, because it ensures the quality of
information on the decision-making process, providing operational and
strategic benefits to the companies (Rikhardsson and Dull, 2016). Once a
certain technology is adopted in the business process, the
company's capacity for growth tends to increase (Xiong and Qureshi,
2012). Thus, IS allows filtering the most relevant information to the
business, taking into account that around 80 percent of information in
organizations are not structured and are found in websites, text
documents, spreadsheets, presentation slides and many other formats
(Alalwan and Weistroffer, 2012).
The deployment of an IS can be beneficial to organizations.
However, the degree of employees' use of this system will depend on
the satisfaction with the system and the level of support assigned to
it. The user dissatisfaction with the system adopted by the company
leads the employee to find alternative solutions to those prescribed by
the IT department (Laumer et al, 2017). At the organizational level, the
benefits that an organization expects when implementing an IS decrease
when the employees establish alternative solutions (Petrides et al,
2004).
Alternative solutions are the use of any system that deviate from
the prescribed policies and processes, which could be planned solutions,
when the system does not meet the business' needs, or non-planned
solutions to meet an immediate and specific need (Drum et al., 2017).
Managers believe that alternative solutions are temporary practices
implemented and used to deal with uncertainties matters right after the
implementation of a system, with the belief that these practices should
decrease over time. However, previous research suggests that these
practices, in fact, increase over time instead of disappearing (Azad and
King, 2012). One of the first authors to study IS use after its
implementation was Gasser (1986). This study shows situations in which
the IS did not meet the processes and requisites of the task work that
leads to the manifestation of alternative solutions called workarounds.
IS literature conceptualizes the workaround behavior as the
employees' decision to adapt and improvise the organizational IS in
a way that makes it possible to overcome any anomalies and restrictions
that do not allow the work performance to be complete and effective
(Alter, 2014; Malaurent and Avison, 2015). The workaround behavior is
considered a way for users to get involved with the system while not
conforming to the prescribed "rules of engagement," leading
them to resort to alternative solutions (Petrides et al., 2004;
Kobayashi et al., 2005) or as a mean of neutralizing the perception of
loss of power and identity with the introduction of a new IS (Alvarez,
2008).
Workaround behavior is often seen as negative. However, some
authors present beneficial aspects from its manifestation. From a
positive point of view, workaround behavior is considered a normal part
of an IS implementation process and, as such, provides sources for
future improvements (Safadi and Faraj, 2010). Workaround behavior can be
much more than acts of resistance, being, actually, necessary solutions
to support the accomplishment of activities (Azad and King, 2012).
From a negative point of view, workaround behavior can generate
risks, inefficiency or errors and may have an impact on subsequent work
activities, for example, when mistakes are made (Boudreau and Robey,
2005; Gasparas and Monteiro, 2009). Although alternative solutions are
often temporary practices to deal with immediate problems, there is some
increasing evidence that such alternative practices can become permanent
forms of use (Azad and King, 2012; Orlikowski, 2008).
Therefore, the main reasons for the workaround behavior adoption in
IS are users and managers satisfaction, and the use of alternative
solutions can have both positive and negative consequences (Laumer
etal., 2017). In many situations, organizations are not aware that
employees are embracing workarounds to get the job done, as they are
informal temporary practices for handling exceptions in the workflow.
The satisfaction of the users with the IS is an essential indicator of
the success of the system, that is, the more satisfied the user is with
the system, the less prone they will be to manifest the workaround
behavior, which is caused by the lack of meeting their expectations with
the company system (Vaezi et al., 2016).
3. Method
We performed a systematic literature review (SLR) based on the
model proposed by Biolchini et al. (2007), which includes the following
phases: planning, execution and analysis of the results. In addition,
the present study follows the guidelines proposed by Webster and Watson
(2002) that emphasize that an effective literature review creates a
solid foundation for knowledge advance, and it is fundamental for the
strengthening of IS research. According to those authors, the research
should provide elaborate definitions of their key variables, define the
limits of their work, indicate which literature and areas of study were
used, clearly present the contributions of the article, and, finally,
perform an investigation of all the articles published and not only
those published in the most respected journals in the area.
3.1 Planning and execution
To carry out the research, first, the journals cited in the
Association for Information Systems (AIS) "basket" of eight
top IS journals were consulted. This list indicates eight journals with
greater power of impact in the IS area. Twelve articles were found in
these journals, considered to be the most relevant in the area, while
the rest of the articles were found in other journals or congress
articles. The search and selection of articles were carried out through
three large databases (Science Direct, Scopus and Web of Science), from
April 10 to 25, 2017. The publications of the last ten years, from 2007
to 2017, were analyzed in order to select the recent literature on the
subject, being that the temporal delimitation. The initial searches in
the databases resulted in 5,068 articles, which were later filtered by
the occurrence of the term workaround in the abstract, keywords and
title, resulting in 249 articles. We found 32 articles that linked the
term workaround with the IS area. The search was conducted in English
since all publication sites were international, and no publication in
Portuguese was found.
The first search was performed in ScienceDirect, where 111 articles
were found. The second database was Scopus, where a total of 104
articles were selected for analysis. Finally, in the Web of Science
database, the field "Information Science Library Science" was
filtered, where 34 articles were analyzed. From this analysis, 32
articles were selected, and, after excluding repeated articles, there
were 20 articles left. Table I allows a better visualization of the
search criteria used to select the articles.
The articles which did not meet the selection criteria established
by Table I were excluded from the analysis. Therefore, all of the
preselected articles from the databases were analyzed, and a thorough
search of the Table's I keywords was made on the text. In case
there were none of these keywords in the article's title, abstract
or keywords, the article was dismissed. In order to assess whether the
research was in the IS area, an analysis was made whenever the term
workaround appeared. The preselected articles excluded from the analysis
addressed the workaround theme. However, its majority was composed of
medical field works, not associated with the IS area.
The articles were reviewed based on the abstract, the introduction
and the conclusions, according to Biolchini et al. (2007), in order to
verify the framework and to confirm the Table I data. The last stage is
composed by the analysis of the results presented below.
3.2 Results analysis
The third stage proposed by Biolchini et al. (2007) is the
article's analysis. This stage aimed to gather information to
support the study. Each article was analyzed individually, in order to
extract the main characteristics out of each one. The presentation and
discussion of the results are highlighted in the following section.
4. Results presentation and discussion
This section presents and discusses the obtained results in this
study, which analyzes how the selected articles relate the concept of
workaround in IS.
4.1 Characterization of the selected articles
According to the selection criteria established in Section 3,
twenty articles were chosen to be part of the research and their main
characteristics are listed in Table II.
All the articles were selected from international journals. The
journals with the highest rate of publications on workaround were the
European Journal of Information Systems, corresponding to 30 percent of
the analyzed articles, and the Information Systems Journal, with 15
percent. Both are considered journals of high impact factor in the IS
area. The workaround theme has been studied in many countries,
especially in the USA, which published 25 percent of the selected
articles. Figure 1 shows the countries and the respective percentage
from the publications of the 20 articles analyzed.
From the sampled articles, Alter (2014) was the most quoted author
with 157 citations, followed by Alvarez (2008) with 135 citations.
However, the authors with more publications on the theme are Azad and
King (2008, p. 212), Malaurent and Avison (2015, 2016) and Drum et al.
(2016, 2017), respectively.
In Table III, the frequency of publications of the articles on
workaround is presented. The year with the highest number of
publications was 2016, and the number decreasing in 2017. Table III
allows to assess that the number of publications addressing workaround
in IS has increased in the last years, showing that the subject has been
receiving bigger attention. Below are presented the obtained results
from the analysis of the articles' content.
4.2 Workaround in the IS area
From the 20 analyzed articles, 85 percent are empirical (articles:
1,2,3,4,6,7,8,9,10,11,12, 14, 15, 16, 18, 19 and 20) and only 15 percent
are theoretical (articles: 5, 13 and 17). Few articles aimed to
accomplish a theoretical study about the workaround theme in the IS
area. From the 20 articles analyzed, 65 percent deal with case studies
with the purpose of verifying how the manifestation of workaround
behavior can impact one or more organizations, identifying the main
reasons leading to the manifestation of the workaround behavior and how
it can be avoided. Many articles approached workaround along with other
themes that can be seen in Figure 2, which presents a graphic with the
number of occurrences of some of the main themes related to workaround
researches on IS.
Figure 2 was developed from the analysis of the abstracts and
keywords of the selected articles. We identified that 1 article is
connected to more than a theme, as article 10, which approaches the
shadow IT and ERP themes. Figure 2 demonstrates the quantification of
the themes related to the workaround behavior, showing a connection
between them. As an example, the widely utilized ERP theme is mentioned.
This occurrence is justified by the many implementations of ERP that are
not fitting with the employees' needs, lacking the proper planning,
which leads to the dissatisfaction of workers with the system. When
planning to implement an ERP system, the company must decide if it wants
to adjust its business processes to the ERP system or if the ERP system
must be adjusted to their business processes, in order to avoid an
unsuccessful implementation, leading to misuse or abandonment of the
system by employees.
Employees need to identify the desirable characteristics to the
fulfillment of their jobs, as the quality of information and system, in
order to utilize the company system. An employee who does not find
certain attributes in the system will resort to alternative solutions,
believing it may be the best way to overcome the identified obstacles in
the system. Many companies adopt enterprise systems believing it is the
best way to simplify operations and to improve the decision-making
process through information access. However, from employees' point
of view, the system does not always fulfill their needs and so they
resort to other means to accomplish their jobs, utilizing other
softwares or resources, such as Excel sheets. Therefore, the adoption of
alternative solutions by the employees leads to unnecessary IS
investments by the companies and to the implementation of systems that
will not be fully utilized due to the provided information incapacity to
fulfill the needs to accomplish the tasks and the decision-making
process (Drum et al., 2016). Figure 3 shows the word cloud of abstract,
title and keywords.
The words with the highest frequency on title, abstract and
keywords were "workaround," "systems" and
"information." Since the selection of the articles was
filtered through the workaround study in the IS area, this outcome was
expected. The context of workaround in IS, in which the use of
alternative solutions is mostly motivated by the failure of the
implementation or adoption of an enterprise system, is clear through the
analysis of the word cloud. Many papers that studied alternative
solutions in the ERP context (e.g. Urus et al, 2011; Malaurent and
Avison, 2015; Beijsterveld and Groenendaal, 2016) showed that
organizations are not planning the implementation in a manner that the
system attended the needs of the employees. Another matter addressed in
the articles is the lack of proper training, which leads to employees
who do not know how to fully operate the technology.
The employees resort to other means to perform their tasks rapidly
and easily as a way of surpassing the obstacles found in the system. The
causes for the use of alternative solutions vary among the authors, it
may be motivated by the ignorance of the technology's features,
which leads to a resistance in usage (Laumer et al, 2017); by the lack
of necessary attributes, such as the system and available
informations' quality or an easy to use and trustworthy support
service (Petter et al, 2013); by a barrier to the effective and
simplified accomplishment of job tasks (Alojairi, 2017) or because the
necessary information are limited (Huuskonen and Vakkari, 2013).
Therefore, in the employees' point of view, the alternative
solutions are essential and allow the fulfillment of tasks in a complete
and effective manner. However, the organization sees these solutions as
prejudicial to the security context. In the organizational level, the
benefits an organization expects when implementing an IS diminishes when
alternative solutions are established by the employees (Petrides et al.,
2004). Cresswell et al. (2016) identified that the use of alternative
solutions resulted in new risks, such as delay in the information access
and difficulty in finding data and information.
Some methodological aspects also appeared in the word cloud, as
"case," "literature," "paper,"
"research" and "framework." The majority of the
analyzed studies are qualitative based on a case study, which explains
the highlight on the word "case" in the cloud. It is usual for
the papers to present its methodologies in the abstract so the reader
can have a general idea about the article, which justifies the
occurrence of methodological words in the word cloud. At last, as
presented in Figure 3, the terms "health,"
"healthcare" and "medical" appeared in the word
cloud, since five of the twenty analyzed studies were about workaround
in IS in the health sector.
In order to enrich the articles' analysis, Table IV presents
the theories identified in the selected articles for this review,
classified in theories utilized mainly by the IS area, according to the
website www.aisnet.org/ of The AIS, and the theories not as frequently
observed in the studies of the area.
In total, 12 of the 20 articles analyzed used of theoretical lenses
to support their arguments or to illustrate a connection between the
proposed theme and a theory. The articles 2, 7,10,11,14,17,18 and 19 did
not state the use of theories.
An example is the use of theories about the adoption and acceptance
of technologies (Unified theory of acceptance and use of technology and
Technology acceptance model), since the workaround behavior is
manifested mostly by the users' dissatisfaction with a technology.
Three articles used the theory of success model in IS by DeLone and
McLean. The research developed by Laumer et al. (2017) used the key
constructs in the DeLone and McLean's model and validated a
measuring scale for the workaround behavior. Drum et al. (2016, 2017)
used only the quality of accounting information in the SAP ISs'
dimension.
The institutional theory was also one of the most cited. In the
Azad and King (2012) research the authors argued that the IS researches
usually address workaround as temporary phenomena. However, the authors
claim that some alternative solutions may present an institutionalized
behavior. On the other hand, Beijsterveld and Groenendaal (2016) made
use of the institutional theory to explain the differences between
imposed work structures and the voluntary structures. Furthermore, these
authors approached the importance of the institutional theory's
role, demonstrating that some actors become captive to their external
institutional environment, because they supply a natural source of
inspiration. Their study approaches the use of enterprising systems in a
big organization of the service sector in order to examine the reasons
why the users may choose to use or not IS, providing a solid base for
the investigation of established institutional solutions.
Regarding other theories frequently approached by the articles, two
of them presented the actor-network theory and work systems theory to
analyze the workaround behavior. Monteiro et al. (2012) examine the
actor-network theory as a way of verifying the performance through
similar or equivalent practices to accomplish tasks and enable knowledge
in the organizations. Alter (2014) only cites the theory as a suggestion
to future research connected to the workaround theory, without, however,
explaining why this theory must be studied along with the workaround
behavior.
The work systems theory is approached by Alter (2014), who keeps
the focus on all the work system, not only on technology or process. He
recalls that changes may occur in relation to any element of the work
system structure. Laumer et al. (2017) approach the theory's
aspects by citing Alter (2014), who suggests that, in the work systems
theory, the element of information of a work system should be analyzed
in five different dimensions. Thus, Laumer et al. (2017) use DeLone and
McLean's dimensions in their model of study. Furthermore, Table V
presents the main results of the articles on the subject of workaround.
From the 20 articles analyzed, eight addressed implementation of
ERP along with workaround behavior. These articles state that, after the
implementation of ERP, the employees sought alternative solutions in
account of finding and solving problems on the system. In terms of
available IT, the software of Enterprise Resource Planning (ERP) is a
solution broadly used, seeing as it can integrate a complete aggregate
of organizational functions inside one IS (Beijsterveld and Groenendaal,
2016). However, a topic that should be discussed since the planning
phase of an ERP is when a company must adapt their business processes to
the ERP system and when it must adapt their ERP system to their business
processes (Malaurent and Avison, 2016). This appropriate reflection and
planning can inhibit the manifestation of workaround, since workarounds
can be much more than resistance acts and be, in fact, a necessary
solution to support the accomplishment of activities (Azad and King,
2012). The negative impact of these organizational practices was debated
by Ignatiadis and Nandhakumar (2009), the authors' study suggests
that solutions may occur due to the user's ignorance regarding the
system's functionality, as well as the uncertain requirements by
the users during the implementation of the ERP system. The adoption of
ERP often does not result in the expected outcome, and does not provide
the promised benefits; this being the main reason for the developing of
researches to determine why the use of an ERP is not always ideal
(Grabski et al, 2011). Seeing as ERP are extremely complex, large
investments are made and the response is often not according to what is
expected.
Another frequent utilization of workaround in IS was on the
healthcare context. Studies such as (Hooff and Hafkamp, 2017; Savoli et
al., 2016; Reiz and Gewald, 2016; Roder et al., 2015; Burns et al.,
2015; Safadi and Faraj, 2010) approach the topic. The security excess in
a healthcare environment was addressed, as could bring consequences such
as evoking negative emotions on the users in relation to the system,
increasing of dissatisfaction and occurrence of workaround practices
that may result in the ineffective use of the system and, occasionally,
could endanger the patients' lives (Savoli et al., 2016). The
creation of alternative workflows among healthcare professionals does
not assure security information practices nor patient privacy,
especially when involving information management decisions (e.g.
information storage, recovery and/or transmission of patient data)
(Burns et al., 2015). In fact, the complexity of the medical work and
the software's incapacity to adapt to the different medical
practices can explain the alternative practices on what concerns
healthcare ISs (Safadi and Faraj, 2010). Thus, some healthcare
professionals unsatisfied with the system find ways to avoid working
with it (Reiz and Gewald, 2016).
Workaround in IS in the healthcare context was also studied as a
breach, alternative practices being a great concern of this area. This
issue addressed topics such as privacy of information, breach of
information, preoccupation and impact on the healthcare context.
According to the US Department of Health and Human Services, over 134
million patient information were breached since 2009, putting at risk
the confidentiality of patient records, resulting in organizational
consequences, with reputation damage, financial penalty and civil and
criminal liabilities (Wall et al., 2015). According to a non-profit
organization that maintains information on data breach updated in all
industries in the USA, the health division has the most significant
number of internal data breaches (Cleanringhouse, 2010). In some
studies, the authors present aspects about the implementation of
healthcare systems, a fact that brought unexpected consequences that
lead to the resistance and application of alternative solutions by the
users (Ash et al, 2007; Lapointe and Rivard, 2005). When new healthcare
IS is implemented, the users may find challenges, caused by a number of
reasons, for instance, inefficient process design, poor system
usability, improper user training and rigid clinical guidelines
(Vogelsmeier et al, 2008).
Furthermore, twelve articles deemed that the manifestation of the
workaround behavior has a negative impact on the organizations, which
may result in post-implementation malfunctions. The main reason which
leads the authors of the selected articles to study workaround behavior
was the need to define the reasons of the manifestation of the behavior
to subsequently take measures to reduce its impact since the workaround
behavior can create risks, inefficiency or errors, which may have an
impact on work activities (Boudreau and Robey, 2005; Gasparas and
Monteiro, 2009).
The main reason identified for the manifestation of the workaround
behavior was to reduce technology restrictions for the accomplishment of
tasks. Many alternative solutions occur because technology does not fit
the realities and contingencies of daily work (Alter, 2014). Alternative
solutions may be necessary for the users in the sense of supporting
their daily activities (Azad and King, 2012) and facilitating
users' interaction in the case of a poorly planned IS (Ferneley and
Sobreperez, 2006). According to some authors' perspective,
alternative solutions are inevitable inside organizations (Gyory et al,
2012). If on the one hand, the unfavorable environment detects
alternatives as breaching and resisting intentions, expectations and
business process activities (Roder et al., 2015), on the other hand, the
favorable environment suggests alternative solutions as essential
sources to analyze and learn policies, procedures and impacting issues
at work (Alter, 2014). Figure 4 presents a concept map of the most
important aspects identified in the analysis of the 20 selected
articles.
5. Conclusions and guidelines for future research
The objective of this study was to analyze how workaround behavior
has been approached in IS studies with the intent of verifying its
applicability and presenting recommendations for future research.
Therefore, to reach this objective, a Systematic Review of the
Literature was performed by selecting and subsequently analyzing 20
articles that present the term "workaround" in the IS field of
knowledge.
Out of the 20 analyzed articles, 85 percent are empirical,
revealing that the concern of most studies was to analyze how workaround
behavior can affect organizations' daily activities to then take
preventive or corrective measures regarding the workaround behavior.
Through the analysis of the studies, we can infer that the main reason
of the manifestation of workaround behavior is the users'
dissatisfaction with the noticed limitations in the utilization of
systems, corroborated by Laumer et al. (2017). From the twenty analyzed
studies, eight addressed an implementation of ERP along with the
workaround behavior, stating that after the implementation the workers
adopted alternative solutions due to finding problems in the ERP system.
Through the literature review, we identified that workaround
behavior has more negative consequences than positive ones, which can
impact the organizations in an unsatisfactory manner. Silic and Back
(2014) points out that organizations face large difficulties with
relation to security risk because of workaround manifestation,
specifically shadow IT systems resulting from the adoption of BYOD.
Employees installed non-authorized software in their own devices,
sometimes unaware they are using unauthorized solutions. However,
managing multiple levels of awareness and mitigation of information
security risks of the final users when using mobile devices in
organizations that adopted BYOD is an almost impossible task (Allam et
al., 2014).
According to Bain and Taylor (2000), companies face a great
challenge when they need to monitor or trace real work practices and, at
the same time, allow the employees to work in a cooperative and flexible
way. When there is a divergence between the expectations of the
technology and the real work practices, the employees tend to implement
alternative solutions, deviating from the pre-established procedures and
not using the technology implemented by the company. Alternative
solutions may produce different results for the actors involved: on one
hand, the employees adopt an alternative solution according to their
needs, with the finality of overcoming obstacles in their work
activities. On the other hand, there is the organization's concerns
about the risks related to the adoption of these solutions (Drum et al.,
2016). The alternative solutions can be essential sources for analyzing
and learning policies and procedures, or enabling a positive resistance
ensuring the continuity of a work task (Campbell, 2011) or the
unfavorable environment perceives alternative solutions as breaching and
resisting business process standards and security policies restrictions
(Boudreau and Robey, 2005).
Finally, we identified that there are few studies on workaround
behavior in Brazil, revealing the need for studies on this subject. As
discussed on the literature review and results sessions, workaround
behavior can impact the organization in a negative way, spurring the
incidence of errors and causing security and privacy risks.
In this manner, we suggest as future research a deeper research on
the topic of the adoption of workaround, identifying which are the main
variables that influence the manifestation of that behavior and how this
behavior impacts positively and negatively the organizations. In Laumer
et al. (2017) it was identified that the study obtained results that can
be different in other IS and in industrial organizations or in
organizations of different sizes in different cultural contexts, showing
the importance of studies on companies inserted in different contexts.
Besides that, we suggest a study that identifies the reason why,
frequently, after the implementation of the systems, mainly, the ERP,
the users tend to adopt alternative solutions. Our last suggestion
implies in a study on the manifestation of workaround behavior under the
light of the institutional theory, since this theory seeks to understand
the processes and the structures of organizations, such as rules and
routines established as guidelines to be followed, investigating how
these elements become obsolete, being, in fact, similar to what happens
to workaround behavior, which is considered a deviation from the routine
and norms.
This article makes contributions in the theoretical and practical
scope, bringing relevant concepts about workaround behavior,
corroborating with the importance of the studies on workaround in the IS
area. The literature review of the 20 articles analyzed contributes
exposing the main features present in each article, such as theoretical
and methodological aspects that support the research. Through this
analysis, a conceptual map was developed presenting the most relevant
points about workaround behavior, such as causes, instances, negative
and positive consequences, the form that establishes the types of
solutions and the organizational and individual impact are presented.
As managerial contributions, this study supports managers to
understand the factors related to the use of alternative solutions by
employees, allowing the identification of the causes and some negative
and positive consequences. In that sense, the results of this research
can help managers to cope with this phenomenon increasingly present
within organizations by allowing them to develop more effective
measures, policies, and strategies in order to avoid or minimize this
behavior. If on the one hand alternative practices can provide superior
individual performance, on the other hand it can be avoided by
organization because of the risks.
DOI 10.1108/REGE-12-2017-0015
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Further reading
DeLone, W.H. and McLean, E.R. (1992), "Information systems
success: the quest for the dependent variable", Information Systems
Research, Vol. 3 No. 1, pp. 60-95, doi: 10.1287/isre.3.1.60.
Received 2 January 2018
Revised 16 July 2018
10 August 2018
Accepted 14 August 2018
Corresponding author
Aline de Vargas Pinto can be contacted at:
alinevargas01@hotmail.com
Aline de Vargas Pinto, Antonio Carlos Gastaud Macada and Gabriela
Labres Mallmann
Programa de Pos Graduacao em Administracao, Universidade Federal do
Rio Grande do Sul, Porto Alegre, Brazil
Caption: Figure 2.
Occurrence of themes
Caption: Figure 3.
Abstract, title and keywords word cloud
Caption: Figure 4.
Concept map workaround behavior in IS
Table I.
Search criteria
for articles
Search Criteria Description
Keywords Workaround, Information Systems, IS
Data base Science Direct, Scopus e Web of science
Article selection Contain the word workaround in the title,
criteria abstract or keywords and be connected
to the area of information systems
Search period 10 years (2007-2017)
Search for articles
Scopus
Science Direct
Web of Science
Total
Total excluding duplicate articles: 20
Search Criteria
Keywords
Data base
Article selection
criteria
Search period
Search for articles Workaround Workaround in Workaround
(2007-2017) title, abstract + IS
or keywords
793 104 16
3.795 111 5
480 34 11
5.068 249 32
Source: Developed by the authors
Table II.
List of the selected
articles that relate
workaround and IS
Title Author/year
1 Information quality, user satisfaction, Laumer et al. (2017)
and the manifestation of workarounds:
a qualitative and quantitative study
of enterprise content management
system users
2 A multiple case study on the nature Zimmermann et al.
and management of shadow (2017)
information technology
3 Workarounds in an SAP Drum et al. (2017)
environment: Impacts on accounting
information quality
4 Examining the intended and unintended Parks et al. (2017)
consequences of organizational
privacy safeguard
5 Solving misfits in ERP implementations Beijsterveld and
bySMEs Groenendaal (2016)
6 Understanding individual user resistance Choudrie and
and workarounds of enterprise social Zamani (2016)
networks: the case of Service Ltd
7 Creating Smart Governance: the key to Scholl and Alawadhi
radical ICT overhaul at the City of (2016)
Munich
8 Reconciling global and local needs: Malaurent and
A canonical action research project Avison (2016)
to deal with workarounds
9 Walking a mile in their shoes: user Drum et al. (2016)
workarounds in a SAP environment
10 Feral Information Systems, Shadow Lund-Jensen et al.
Systems, and Workarounds--A (2016)
Drift in IS Terminology
11 From an apparent failure to a success Malaurent and
story: ERP in China--Post- Avison (2015)
implementation
12 Toward an implementation framework for Foshay and
business intelligence in healthcare Kuziemsky (2014)
13 Theory of workarounds Alter (2014)
14 I Did It My Way: social workers as Huuskonen and
secondary designers of a client Vakkari (2013)
information system
15 The family resemblance of Monteiro et al. (2012)
technologically mediated work practices
16 Institutionalized computer workaround Azad and King
practices in a Mediterranean country: (2012)
an examination of two organizations
17 Workarounds in the use of IS in Yang et al. (2012)
healthcare: a case study of an
electronic medication administration
system
18 Post-ERP Feral System Taxonomy: a Urus etal. (2011)
Manifestation From Multiple Case Studies
19 Enacting computer workaround practices Azad and King
within a medication dispensing system (2008)
20 Examining technology, structure and Alvarez (2008)
identity during an Enterprise System
implementation
Title Journal/Conference
1 Information quality, user satisfaction, European Journal of
and the manifestation of workarounds: Information Systems
a qualitative and quantitative study
of enterprise content management
system users
2 A multiple case study on the nature Journal of Information
and management of shadow Systems
information technology
3 Workarounds in an SAP Journal of Accounting
environment: Impacts on accounting and Organizational
information quality Change
4 Examining the intended and unintended European Journal of
consequences of organizational Information Systems
privacy safeguard
5 Solving misfits in ERP implementations Information Systems
bySMEs Journal
6 Understanding individual user resistance Journal of Information
and workarounds of enterprise social Technology
networks: the case of Service Ltd
7 Creating Smart Governance: the key to Information Polity
radical ICT overhaul at the City of
Munich
8 Reconciling global and local needs: Information Systems
A canonical action research project Journal
to deal with workarounds
9 Walking a mile in their shoes: user International Journal
workarounds in a SAP environment of Accounting and
Information Management
10 Feral Information Systems, Shadow Procedia Computer
Systems, and Workarounds--A Science
Drift in IS Terminology
11 From an apparent failure to a success International Journal
story: ERP in China--Post- of Information
implementation Management
12 Toward an implementation framework for International Journal
business intelligence in healthcare of Information
Management
13 Theory of workarounds Communications of the
Association for
Information Systems
14 I Did It My Way: social workers as Information Processing
secondary designers of a client and Management
information system
15 The family resemblance of European Journal of
technologically mediated work practices Information Systems
16 Institutionalized computer workaround European Journal of
practices in a Mediterranean country: Information Systems
an examination of two organizations
17 Workarounds in the use of IS in International Journal
healthcare: a case study of an of Human-Computer
electronic medication administration Studies
system
18 Post-ERP Feral System Taxonomy: a European Conference
Manifestation From Multiple Case Studies on Information
Management and
Evaluation
19 Enacting computer workaround practices European Journal of
within a medication dispensing system Information Systems
20 Examining technology, structure and Information Systems
identity during an Enterprise System Journal
implementation
Title Base
1 Information quality, user satisfaction, Science
and the manifestation of workarounds: Direct
a qualitative and quantitative study
of enterprise content management
system users
2 A multiple case study on the nature Scopus
and management of shadow
information technology
3 Workarounds in an SAP Scopus
environment: Impacts on accounting
information quality
4 Examining the intended and unintended Scopus/Web
consequences of organizational of Science
privacy safeguard
5 Solving misfits in ERP implementations Scopus/Web
bySMEs of Science
6 Understanding individual user resistance Scopus/Web
and workarounds of enterprise social of Science
networks: the case of Service Ltd
7 Creating Smart Governance: the key to Scopus
radical ICT overhaul at the City of
Munich
8 Reconciling global and local needs: Scopus/Web
A canonical action research project of Science
to deal with workarounds
9 Walking a mile in their shoes: user Scopus
workarounds in a SAP environment
10 Feral Information Systems, Shadow Science
Systems, and Workarounds--A Direct
Drift in IS Terminology
11 From an apparent failure to a success Scopus/Web
story: ERP in China--Post- of Science/
implementation Science Direct
12 Toward an implementation framework for Scopus
business intelligence in healthcare
13 Theory of workarounds Scopus
14 I Did It My Way: social workers as Web of
secondary designers of a client Science/
information system Science Direct
15 The family resemblance of Scopus/Web
technologically mediated work practices of Science
16 Institutionalized computer workaround Scopus/Web
practices in a Mediterranean country: of Science
an examination of two organizations
17 Workarounds in the use of IS in Scopus/
healthcare: a case study of an Science
electronic medication administration Direct
system
18 Post-ERP Feral System Taxonomy: a Web of
Manifestation From Multiple Case Studies Science
19 Enacting computer workaround practices Web of
within a medication dispensing system Science/ Scopus
20 Examining technology, structure and Web of
identity during an Enterprise System Science/
implementation Scopus
Source: Developed by the authors
Table III.
Frequency of
publications per year
Year Frequency
2007 0
2008 2
2009 0
2010 0
2011 1
2012 3
2013 1
2014 2
2015 1
2016 6
2017 4
Source: Developed by the authors
Table IV.
Theories mentioned
in the articles
Article IS theories Others theories
1 Work systems theory --
Delone and McLean IS success model
3 Delone and McLean IS success model --
4 Diffusion of innovations theory Balance theory
Accountability theory Consumer theory
Emergent theory
5 Contingency theory --
Institutional theory
6 Institutional theory
Technology acceptance model
Unified theory of acceptance and
use of technology
8 -- Activity theory
Instrumental theory
9 Delone and McLean IS success model --
12 Socio-technical theory --
Diffusion of innovations theory
13 Structuration theory Activity theory
Agency theory Socio-materiality theory
Work systems theory
Actor-network theory
Adaptive structuration theory
Theory of planned behavior
15 Actor-network theory --
16 Institutional theory --
20 -- Speech Act Theory
Source: Developed by the authors
Table V.
Main conclusions on
workaround found on
the articles
Article Conclusions of articles with the term workaround
1 The quality of information is important to assess end-user
satisfaction and influence workaround behavior
2 Shadow IT, evolved as a type of workaround from
nontransparent and unapproved end-user computing
3 Lack of studies on workaround, whose focus was the cause of
the manifestation of workaround behavior
4 Workaround behavior can detract from the organization's
privacy
5 The manifestation of workaround behavior leads the
organization to adjust its ERP to employee satisfaction
6 The main reason for workaround behavior is the pressures
that occur at work, which impedes the proper use of
corporate social networks
7 It presents the importance of the successful review of the
ICT governance model taking into account workaround
practices
8 It presents the importance of business process management to
deal with the manifestation of workaround behavior
9 Users see alternative solutions from other organizations'
members as detrimental to the quality of accounting
information, but see their own alternative solutions as
critical to maintaining the quality of the process
10 The terms shadow IT, feral systems and workaround have
common characteristics, but they have differences, mainly in
relation to the time aspect
11 The lack of transparency of workaround behavior has led to
the need to formalize measures
12 A structure was developed to define and prioritize the
information needs of decision support in the context of
specific health processes
13 Workaround is adopted to reduce the perceived restrictions
by employees in the performance of their work
14 Workaround offers more control over information and saves
time by overcoming the obstacles and failures of the
organization's system
15 It points to the importance of making workarounds more
flexible and reducing the degree of formalism and the amount
of resources required
16 Workaround behavior is essential to make IS more functional
17 Alternative solutions result from a mismatch between the
implementation of the new IS and usability
18 Highlights the importance of identifying the causes of the
manifestation of workaround behavior to redefine the
processes
19 Workaround behavior in health information systems (HIS)
threatens the potential for efficiency gains
20 Users have supported the enterprise system before
implementation. However, when the system was implemented,
employees resist to use the system
Source: Developed by the authors
Figure 1.
Publications origin
Countries
Germany 10%
USA 25%
France 10%
Canada 5%
UK 5%
The Netherlands 5%
Finland 5%
Greece 5%
Norway 5%
Denmark 5%
Singapore 5%
Australia 5%
Lebanon 10%
Source: Developed by the authors
Note: Table made from pie chart.
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