Date of Conferral

2-12-2025

Degree

Doctor of Information Technology (D.I.T.)

School

Information Systems and Technology

Advisor

Dr. Cheryl Waters

Abstract

Enterprise resource planning (ERP) software projects have an alarmingly high failure rate, with communication challenges cited as a major contributing factor. Poor communication during ERP development and implementation can ultimately reduce return on investment (ROI) for organizations. IT technical and functional specialists have a vested interest in improving communication strategies to enhance ERP success, ensuring business continuity, operational efficiency, and professional growth for project participants. Grounded in actor-network theory, the purpose of this pragmatic inquiry was to examine communication strategies used in ERP software projects among software developers, analysts, and consultants. The participants were eight ERP developers, analysts, and consultants with experience in an ERP project. Data were collected through semistructured interviews, ERP industry documents, reflective memos, and journal entries. Three key themes emerged from the thematic analysis: communication aligned with business processes, artificial intelligence (AI) as an actor in the ERP implementation, and efficient and persistent communication. A recommendation for action is for project leadership to deploy trend responsive training aimed at AI prompt engineering skills, building a bridge linking technical and non-technical actors through AI summaries of technical documents. The potential implications for positive social change include reducing cultural and organizational barriers through enhanced communication. Improved ERP project success rates may boost employee morale and create better career pathways. This could, in turn, lead to a more stable tax base for communities, stronger family units, and more resilient economies for societies.

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