Loughborough University
1380-8046-3-PB.pdf (268.77 kB)
Download file

Critical incidents analysis: Mismatching expectations and reconciling visions in intercultural encounters

Download (268.77 kB)
journal contribution
posted on 2018-03-08, 10:07 authored by Sara Vannini, David Nemer, Ammar Halabi, Amalia SabiescuAmalia Sabiescu, Salomao David Cumbula
Conflicts among stakeholders are common in Community Informatics (CI) research. They often derive from mismatches of expectations and are exacerbated by communication and intercultural issues. Such mismatches are breaking points that might compromise the relationship of trust among stakeholders and, ultimately, project outcomes. In CI, reflecting on moments of conflict and mismatch might help researchers attend to assumptions and interpret aspects of communities’ cultural context, as well as their own. This reflection should contribute to a closer connection among stakeholders and sustainable project outcomes. In this paper, we present the Critical Incidents Analysis (CIA) Framework (Brunello, 2015), a tool that was conceived within the Community and Development Informatics field with the aim to reflect upon incidents and misunderstandings among stakeholders, their different cultural perspectives, and – eventually – deal with project breakdowns. We apply the framework to our own research, a posteriori, where we analyze conflicts and mismatches of expectations arisen during our fieldwork. We conclude that the CIA framework, applied “a posteriori” to our cases, was a useful tool to better analyze and report on our research, and to recast incidents as opportunities to enable a deeper understanding and build trust among stakeholders.



  • Loughborough University London

Published in

Journal of Community Informatics






2017. Critical incidents analysis: Mismatching expectations and reconciling visions in intercultural encounters. Journal of Community Informatics, 13(2), pp. 25—34.


© The Authors. Published by Journal of Community Informatics


  • VoR (Version of Record)

Publisher statement

This work is made available according to the conditions of the Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International (CC BY-NC-SA 4.0) licence. Full details of this licence are available at: http://creativecommons.org/licenses/by-nc-sa/4.0/

Acceptance date


Publication date



This is an Open Access Article. It is published by the Journal of Community Informatics under the Creative Commons 2.5 Attribution-NonCommercial-ShareAlike International Licence (CC BY-NC-SA). Full details of this licence are available at: http://creativecommons.org/licenses/by-nc-sa/2.5/




  • en