Sense Making Methodology: A Study of the Impact of a New Technology on Banking Culture

Abstract

The purpose of this paper is to explore the possibility that Remote Deposit Capture technology has enhanced productivity and culture at ABC Credit Union. This study used relevant literature as well as qualitative research methodology to investigate how this new technology has changed relationships between financial institution employees and members of the financial institution. More specifically, this qualitative study used a grounded theory concept developed by Glaser and Strauss (Merriam, 2009, pp. 199) to “constantly compare” employees and their productivity and workflow at ABC Credit Union in Upstate, NY. Using interviews, field notes and documents from employees has determined if ABC Credit Union has benefited from the implementation of Remote Deposit Capture. I also performed a coding analysis defined by Corbin & Strauss (Merriam, 2009, pp. 180) as “coding that comes from interpreting and reflection on meaning” to evaluate the responses provided to me by my participants regarding the implementation of Remote Deposit Capture at ABC Credit Union. Remote Deposit Capture technology is the ability to deposit checks directly into your ABC Credit Union account via mobile devices such as an iPhone or Android device. Based on the interviews I have been able to answer the research question: Does the implementation of Remote Deposit Capture enhance the culture at Financial Institutions? If so, how?