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Advancements in human/AI interactions led to smartification of public services via the use of chatbots. Here, we present findings from a clinical inquiry research project in a key public service organisation in Norway. In this project, researchers and practitioners worked together to generate insights on the action possibilities offered to human service agents by chatbots and the potential for creating hybrid human/AI service teams. The project sensitised service agents to discover affordances based on their actual practices, rather than on the predefined use of chatbots. The different affordances identified can be useful for practitioners who design and deploy chatbot-based services. The action possibilities afforded by chatbots provide new ways for service agents and chatbots to work as a team addressing citizens' needs. Drawing from the whole research process, we offer three lessons learned from the Norwegian Government on human/AI partnerships, theory-based interventions, and institutionalised collaborative research that can be useful for researchers that want to engage with practice and organisations that want to evolve their technology use, stimulate innovation, and engage with research. [ABSTRACT FROM AUTHOR]

Being responsible for Artificial Intelligence (AI) harnessing its power while minimising risks for individuals and society is one of the greatest challenges of our time. A vibrant discourse on Responsible AI is developing across academia, policy making and corporate communications. In this editorial, we demonstrate how the different literature strands intertwine but also diverge and propose a comprehensive definition of Responsible AI as the practice of developing, using and governing AI in a human-centred way to ensure that AI is worthy of being trusted and adheres to fundamental human values. This definition clarifies that Responsible AI is not a specific category of AI artifacts that have special properties or can undertake responsibilities, humans are ultimately responsible for AI, for its consequences and for controlling AI development and use. We explain how the four papers included in this special issue manifest different Responsible AI practices and synthesise their findings into an integrative framework that includes business models, services/products, design processes and data. We suggest that IS Research can contribute socially relevant knowledge about Responsible AI providing insights on how to balance instrumental and humanistic AI outcomes and propose themes for future IS research on Responsible AI. [ABSTRACT FROM AUTHOR]

Cloud enterprise resource planning (ERP) solutions allow organizations to support and coordinate key business processes by leveraging virtualization. Nevertheless, moving ERPs to the cloud is not straightforward, and organizational cloud ERP initiatives raise multiple concerns. We conducted an in-depth systematic review of relevant research literature and identified six key concerns related to cloud ERP implementation: a) the introduction of new ERP work arrangements, launch b) the migration of legacy data, c) the assurance of compliance with extant rules and regulations for security, d) the continuous alignment between ERP functionality and business processes, e) the ongoing integration between ERPs and the rest of the organization's application portfolio, and f) the establishment of adequate reliability levels. The identified concerns are associated with both transition management and operations supported by cloud ERPs. All the identified concerns are also related to the need to achieve infrastructural embeddedness. This need sets ERPs apart from other types of cloud-based applications, such as office automation solutions that do not have as many dependencies and exchanges with other systems and repositories within an organization's information infrastructure. We argue that the challenge of embeddedness has different implications for organizations of different sizes, and we call for further empirical research. [ABSTRACT FROM AUTHOR]

In this paper we investigate how data openness can be made possible in communal settings. We adopt a utility perspective that foregrounds the use value of data, conceptualizing them as "goods." On the basis of this conceptualization we explore 2 key goods' attributes: subtractability and exclusion. Our theoretical basis is built upon concepts from the theory of the commons, power theorizing, and notions related to data and information. Empirically, we investigate openness in the genetics domain through a longitudinal study of the evolving communal infrastructure for data related to 2 genes influencing women's susceptibility to breast and ovarian cancer (BRCA1 and BRCA2). We follow the continuously shifting "topology" of the BRCA information infrastructure and trace the multiple repositories that are put in place and the different arrangements for data collection, curation/quality assurance, access, and control that are tried out. In our analysis, we illustrate the actors' strategies for curbing the subtractability and exclusion attributes of data. We then propose a theoretically informed and empirically grounded framework that can guide understanding and action taking to enable data openness. [ABSTRACT FROM AUTHOR]

In this article, we examine three cases of e-health solutions for patients in Norway. For the analysis of the three cases, we focused on friction forces that come into play when different established arrangements need to change to accommodate novelty. We argue that the design of new technologies was shaped by friction related to institutionalised practices, regulatory regimes and entrenched patient roles. These friction forces connect the past with the present, come into action when aiming for novelty and result to the perpetuation of constituents of the past during change processes. Specifically, the e-health solutions under study were strongly influenced by established healthcare provision logics. All three initiatives expanded the healthcare information infrastructure towards the patients with as little disruption to established arrangements as possible. [ABSTRACT FROM AUTHOR]

This paper investigates the design of electronic services for patient-healthcare provider interactions. Empirically, the paper draws from two cases on electronic health appointment management within the Norwegian healthcare system. We investigated the realisation of these new electronic services through the lens of service design adopting a process approach and following their evolution over time. Our findings suggest that the design of services for patient-provider interactions requires a) reconsideration of the whole relationships going beyond the digital solution part, b) flexibility that allows user-defined tailoring of digital solutions after being introduced to use, c) support of continuity in user involvement, d) creative exploitation of the regulatory constraints. [ABSTRACT FROM AUTHOR]

This paper investigates workarounds occurring while pharmacists use an electronic prescription (ePrescription) application. ePrescription enables physicians to send prescriptions electronically to pharmacies and was recently introduced in Greece as a solution for controlling the ever-increasing medication costs and improving patient safety. The research was carried out in two phases: (i) review of the relevant documentation, (ii) fieldwork (field observations and semi-structured interviews with the pharmacists) in three pharmacies. The workarounds identified fall into five categories and namely: (a) bypass of ePrescription application (i.e. ePrescription application is not used at all), (b) temporal nonconformity in the use of ePrescription application (i.e. usage of the application, but not at the formally specified time), (c) catachresis of ePrescription application (i.e. usage of the application, but not according to the intended way), (d) ePrescription application substitution by another electronic application, and (e) delegation of ePrescription application usage to non-authorized users. The outcome of the research can be used for the improvement of multiple work system elements such as the tools, the procedures, the organisational arrangements and the policies. [ABSTRACT FROM AUTHOR]