Negotiating “best practices” in package software implementation

Package software is often marketed with the promise of offering cutting-edge “best practices”. However, questions remain as to how diverse groups in an organization arrive at a consensus about what constitutes as “best practices” in package software and how these “best practices” are appropriated to the specific local contexts. In this case study, we examine the incongruence in the technological frames of the diverse groups with respect to these “best practices” and trace how these groups implement specific political and discursive strategies to overcome and resolve these incongruent frames. We find that it is an intricate process that demands not only that management make a concerted effort to create and actively work to coax and sustain allies, but also champion, and advocate for the rhetorical justification behind these “best practices.” The negotiated frames of parties are eventually inscribed into the software itself.