What is really important in supporting end-users?

ABSTRACT

As end-user computing enters its third decade, the question of how best to provide support to the end users remains a vexing management challenge. In this paper, we address this issue. We use the problem definition phase of an action research project at an institution of higher learning in Norway to examine a variety of factors that are suggested in the literature to influence user satisfaction with end-user support. We also sought to gauge user preferences regarding support provider characteristics and location of support services. Our results provide interesting implications to organize user support.

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INDEX TERMS

Primary Classification:
  H. Information Systems
  H.1 MODELS AND PRINCIPLES
      H.1.2 User/Machine Systems
          Subjects: Human factors

General Terms:
Human Factors, Management, Performance

Keywords:
end-user support, expectations, user preferences, user-satisfaction