To supplement information received from the case studies, I also recruited CMS vendors to
participate in the study. Through their involvement in multiple CMS initiatives, vendors provide a
unique perspective that helps to mitigate key informant bias and provides a broader understanding of
the phenomenon under investigation (Dibbern, Winkler, & Heinzl, 2008). Additionally, the degree of
match between user and designer perspectives has implications for the success of a system
(DeSanctis, Snyder, & Poole, 1994). I contacted eight CMS vendors with a request to participate and
five agreed. Of these, two had existing vendor-client relationships with the case study organizations.