A Communicative Action Analysis of Information Systems: A Sales Support System and Its Effects

This report presents a case study of the implementation of a sales support system used by the Volvo/Renault retailers. The system is used when the car dealers are doing business with the customers. In this report the effects of the system on the business process are presented and analysed. The analysis is made from a communicative action perspective and the analyses show that the system cannot only be seen as a system that provides information to the car dealer and the customer, the system also affects the business process and the negotiation between the customer and the car dealer in a much more sophisticated way. The analysis also empasizes how important the quality of the communication is in the business process and how the system has affected this quality.