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Stories and narratives are a natural form of human interpretation and communication (Brown et al., 2008; Fisher, 1984; Raatikainen, 2023; Weick et al., 2005). Stories and narratives also appear in an information systems development (ISD) context where different techniques and methodologies are used to elicit users’ requirements, needs, and wishes (Alvarez & Urla, 2002). Our concern arises from a potential gap in the field's comprehensive understanding of the fundamental nature of these narratives.
Most elicitation methods rely on two-way verbal communication between systems analysts and users (Amna & Poels, 2022; Ferrari et al., 2022; Ramesh et al., 2010). Typically, requirements elicitation processes provoke competing interpretations about the system and the organisational context in which it is developed, implemented, and intended to be used (Davidson, 2002; Iivari et al., 2010). This makes requirements elicitation a vital yet problematic activity, as the failures often result from its difficulties (Bano et al., 2019; Beimel & Kedmi-Shahar, 2019; Coughlan & Macredie, 2002; Poels et al., 2013; Siau et al. 2022). Our concern lies in the possibility that the lack of a comprehensive understanding of narratives could contribute to these challenges.
Fundamentally, requirements elicitation is dependent on human communication and knowledge transfer (Appan & Browne, 2012; Bano et al., 2019; Holmström & Sawyer, 2011; Palomeres et al., 2022; Oran et al., 2021; Rosenkranz et al., 2014). Developers try to understand the context and users’ needs so that the system fits the situation (Kirsch & Haney, 2006; Poels et al., 2013). However, this knowledge transfer is challenging. For instance, work context descriptions are partly tacit and ambiguous (Alvarez & Urla, 2002; Ferrari et al., 2016); therefore, they are not easily transferred into concrete development efforts. In addition, users have difficulties processing information from their surroundings and communicating it to developers (Appan & Browne, 2010; Thew & Sutcliffe, 2017). Thus, system developers cannot fully absorb what users convey. Quite often, the context is simplified or distorted, resulting in unsatisfactory results (Holmström & Sawyer, 2011; Oran et al., 2021; Poels et al., 2013; Saghafi & Wand, 2020; Urquhart, 2001). We argue that limited understanding of the role and influence of narratives are contributing factors in this situation.