Crisis-driven digital transformation as a trigger for process virtualization: Fulfilling knowledge work process requirements for remote work

Process Virtualization Theory (PVT) proposes a set of requirements and relationships to explain and predict whether or not a knowledge work process can be successfully virtualized. However, at least in remote work, the crisis-driven digital transformation (e.g., during the COVID-19 pandemic) shows that almost all knowledge work processes can be virtualized unexpectedly and immediately. Since the requirements for these processes remain the same and need to be met to continue the processes remotely, an interesting question arises of how information technology (IT) can help to meet these requirements in a crisis-driven digital transformation of knowledge work. To address this question, we conducted 40 semi-structured interviews with a multiple-case approach using a critical realist perspective. Our findings contribute to information systems (IS) research in a twofold way. First, we demonstrate that the crisis-driven digital transformation of knowledge work triggers a revisited perspective on PVT by turning virtualized knowledge work processes into a prerequisite. Second, we show how the IT characteristics of PVT (representation, reach, monitoring capability) help to fulfill knowledge work process requirements in remote work settings and outline two additional IT characteristics (social presence and situation awareness) that positively support the fulfillment.

Automated summary

Process Virtualization Theory (PVT) proposes requirements and relationships to explain the virtualization of knowledge work processes. However, crisis-driven digital transformation has shown that almost all knowledge work processes can be unexpectedly and immediately virtualized in remote work settings. This study explores how information technology (IT) can fulfill the requirements of virtualized knowledge work processes in a crisis-driven digital transformation through interviews and finds that the characteristics of PVT support the fulfillment of requirements, with two additional characteristics positively contributing to the fulfillment.