Normalizing E-messaging in Healthcare: Experiences with Routine Development among Healthcare Workers in Two Municipalities

The study presented in this paper addresses the implementation of electronic messaging (e-messaging) in Norwegian healthcare. The aim of the paper is to show in detail how healthcare workers are creative and inventive in their efforts to integrate new technology in their workplace. An important part of technology implementation is the development of routines for using the technology. Drawing on Normalization Process Theory (NPT) we discuss routine development in two municipalities as part of integrating the technology in daily practice. The two municipalities approached the implementation and routine development process differently, and routines evolved over time. We conclude that go detailed into the implementation process when new technology is being introduced is a fruitful intake for understanding how technologies become (or not become) part of normal work practice.