Introducing Critical Systems Heuristics 2.0: A Third Boundary Extending CSH From Reflections on Critical Realism in Information Systems Research

Poorly designed information systems compel employees to find workarounds for the system in order to do their work properly. However, such workarounds compromise the enforcement of organisational governance. In our sense‐making of this specific phenomenon, we considered critical realism as a framework for understanding based on its adoption in the information systems research community. Traditionally, critical systems heuristics considers two boundaries: resources versus environment and involved versus affected. For a third boundary, we propose reflecting on the potential causal structures in organisations and possible feedback loops with a view to uncover more conditioned realities and to better understand the unintended consequences of activities of a system. We advocate complementarism at the methodological level, where all methods are applied from a critical ontological perspective, focusing on the totality of conditioned realities and giving a voice to the affected. We hope that our extension, CSH 2.0, can achieve even greater recognition and acceptance of the core tenets of critical systems heuristics, namely, the totality of conditioned realities, and the impact of unintended consequences on those affected but not involved in the planning of a system.