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  4. How affordances of chatbots cross the chasm between social and traditional enterprise systems
 
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How affordances of chatbots cross the chasm between social and traditional enterprise systems

Journal
Electronic markets : EM
ISSN
1019-6781
ISSN-Digital
1422-8890
Type
journal article
Date Issued
2019-08-08
Author(s)
Stöckli, Emanuel  
Dremel, Christian  
Uebernickel, Falk  
Brenner, Walter  
DOI
https://doi.org/10.1007/s12525-019-00359-6
Abstract
Digital and agile companies widely use chatbots in the form of integrations into enterprise messengers such as Slack and Microsoft Teams. However, there is a lack of empirical evidence about their action possibilities (i.e., affordances), for example, to link social interactions with third-party systems and processes. Therefore, we adopt a three-stage process. Grounded in a preliminary study and a qualitative study with 29 interviews from 17 organizations, we inductively derive rich contextual insights of 14 affordances and constraints, which serve as input for a Q-Methodology study that highlights five perceptional differences. We find that actualizing these affordances leads to higher-level affordances of chatbots that augment social information systems with affordances of traditional enterprise systems. Crossing the chasm between these, so far, detached systems contributes a novel perspective on how to balance novel digital with traditional systems, flexibility and malleability with stability and control, exploration with exploitation, and agility with discipline.
Language
English
Keywords
Social information systems
Enterprise systems
Chatbot
Slack
Enterprise messenger
Affordances
HSG Classification
contribution to scientific community
HSG Profile Area
SoM - Business Innovation
Refereed
Yes
Publisher
Springer Berlin Heidelberg
Pages
35
Official URL
https://link.springer.com/article/10.1007/s12525-019-00359-6
URL
https://www.alexandria.unisg.ch/handle/20.500.14171/98354
Subject(s)

information managemen...

Division(s)

IWI - Institute of In...

Contact Email Address
emanuel.stoeckli@gmail.com
Eprints ID
257513

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