Organizational back ups: reconfiguring technology in a telemediated environment

A case study of a telebanking information system located within a Portuguese bank is described and analysed. Our findings show that, while the system supports the operators´ work practice in routine situations, it fails to do so when the work flow is disrupted. More specifically, the system proves to be durable so long as it is sustained by organizational backups (both formal and informal). The paper concludes with the implications of these findings for the theory and practice of information system design.