Acceptance or appropriation?
a design-oriented critique of technology acceptance models
pp. 157-173
in: Hannakaisa Isomki, Pertti Saariluoma (eds), Future interaction design II, Berlin, Springer, 2009Abstract
Technology acceptance models (TAMs) are tools for predicting users' reception of technology by measuring how they rate statements on a questionnaire scale. It has been claimed that these tools help to assess the social acceptance of a final IT product when its development is still under way. However, their use is not without problems. This chapter highlights some of the underlying shortcomings that arise particularly from a simplistic conception of "acceptance" that does not recognize the possibility that users can invent new uses for (i.e., appropriate) technology in many situations. This lack of recognition can easily lead one to assume that users are passive absorbers of technological products, so that every user would adopt the same usages irrespective of the context of use, the differences in work tasks, or the characteristics of interpersonal cooperation. In light of recent research on appropriation, technology use must actually be understood in a more heterogeneous way, as a process through which different users find the product useful in different ways. This chapter maintains that if, in fact, a single technology can be used for multiple purposes, then subscribing to the thinking arising from technology acceptance model research may actually lead one to suboptimal design solutions and thus also compromise user acceptance. This chapter also presents some starting points for designing specifically for easier technology appropriation.