The case involves what appears to be a fairly routine use of information technology to support a service organization. Yet the Mid south Chamber of Commerce encountered major problems in bringing up its new system. Is there a lesson here for organizations seeking to adopt new information technology? What is it?

It was 7:30 P.M. on September 22, 2006, and Leon Lassiter, Vice President of Marketing with the mid south Chamber of Commerce (MSCC), was still in his office, reflecting on the day’s frustrations. Lassiter had met with four territory managers, his marketing support supervisor, and a number of other members of his staff. All were upset about their lack of access to the new computer system and the problems they were having using their old systems. Lassiter had assured them that the problems were being addressed. He stressed that patience was needed during the ongoing conversion to the new system.