Delivering value from difference: exploring a cognitive approach to improving IT effectiveness

Abstract

Though IT is generally recognised to be of value, few senior executives recognise this value. They believe that their firm’s IT is ineffective even though they are often the key IT investment decision makers. This research takes a qualitative and practice-oriented approach to this real-world problem. It identifies and explores the cognitive or attitudinal differences towards IT effectiveness of investments across key decision makers within a case study firm.

The approach taken makes use of an intervention based on Personal Construct Theory operationalised through the Repertory Grid Technique. More specifically, Standard Repertory Grids are used to develop heat maps to visually depict the cognitive diversity between the CIO and the key investment decision makers. In collaboration with the CIO, these heat maps are interpreted and an action plan designed to reduce stakeholder cognitive diversity is developed. Triangulation of the findings is provided through a thematic analysis of a separate semi-structured interview and creation of a Governance Grid.

It is reasoned that by reducing the cognitive differences between key stakeholders, the level of shared understanding as to what comprises an effective IT investment is increased, resulting in greater commitment towards IT, and greater value derived from IT. The initial study findings suggest that an action plan based on an understanding of these differences can be developed with the CIO, is seen by the CIO as an approach that will deliver value and is in a form that the CIO is willing to enact. Keywords: Social alignment, Shared cognition, Repertory Grid, IT effectiveness.

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Identifiers

ORCID for Alastair Tipple: orcid.org/0000-0001-8820-6502

ORCID for Jonathan Klein: orcid.org/0000-0002-5495-8738

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