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The Emergence of a Software Support System Making Sense of an ‘ Ad Hoc ’ Approach to IT-adaptation

This paper examines the processes by which a software support system was adapted and re-adapted in a fast-growing software company. Instead of introducing the system according a master plan, the company adopted a more relaxed approach where problems were handled ‘ad hoc’. Up to the time of this study, two new versions of the system had been put into use and, furthermore, several changes in the organizational use of the system had been observed as a way to master and exploit up-coming contingencies in daily activities.