Drifting technologies and multi-purpose networks: the case of the Swedish cashcard

In this paper, we combine two theories of the dynamics of a large socio-technical system — technology drift and actor-network theory — to address how and why information technologies often need to change, relative to their initial conceptions, during implementation. We analyze the failure of the first introduction of electronic cash in Umeå, Sweden as an example of what happens when drift does not occur: the lack of drift resulted in the socio-technical system's failure to stabilize. Lack of flexibility is identified as an important reason for the card's poor public acceptance. Banks ignored the critical comments of merchants, thus refusing to negotiate about the intended role of the technology. The cards were perceived as serving only the needs of the banks, while ignoring the needs of merchants and card users. Based on the findings in this case study, we argue that in order for a socio-technical system to stabilize it must drift from a single-purpose network, reflecting the interest and agenda of its designers/originators, to a multi-purpose network that reflects the interests of all involved social actors. In addition, we argue that a network-building process can be successful only if the network is flexible enough to serve the multiple purposes of its constituent actors.