Mitigating risk in computerized bureaucracy

This paper presents an important aspect of the pragmatic dimensions of mitigating the risks that stem from computerized bureaucracy, and thereby, preserving the organizational integrity of a firm. A case study is used to provide valuable insights into the mechanics of such mitigation. The case refers to the problematic implementation and use of a computerized reservation system in a large budget hotel in London, United Kingdom. Following the empirical findings, Ciborra’s notions of bricolage, improvisation and tinkering are examined as practical and useful ways of addressing the downsides of computerized bureaucracy.