The fourth interview was with a person was quite different from the three earlier ones. The main difference was the three earlier interviews were with managers the fourth was with a team member who had quite a different perspective on the question.

The interviewee was much more focused on operational issues and talked about team structure issues. The issue of staff changes was raised and how these have had an impact on the team and its work. The participant mentioned that over the years the institution has discussed many organizational level changes but many have not been implemented and many others have been only partially implemented.

On one occasion a merger between two teams was stopped due to teams objecting to job changes and the need to develop common practices. This resulted in some conflicts developing due to a lack of openness to new ways of working.

Over time jobs have changed though mainly due to the impact of new technologies being introduced. Technologies that have reduced the need to handle paper. The technologies have increased the skill level of the team and this has in turn built the confidence level of team members who now have more time to provide better customer support.

The use of the student information desk (networked communication system) was raised and the difficulty of building a supportive network of users and how difficult it is to get user buy in. It is felt by the participant that the SID system creates an impersonal service – unlike direct email communication – even though the SID system is seen as a better system than email.

I found that this interview worked well probably because I’ve done a few now and am getting more confident about the process. The data collected is becoming very relevant to the project and ties in very well with relevant theories.