Determinants of user satisfaction with the support function

ABSTRACT

In this paper, we present a research-in-progress study of the problem diagnosis phase of an action research project. The aim of the project is to improve the end user support function of a local municipality in Scandinavia. Five years ago, the municipality initiated a program of using unit personnel to train and support end users. Now, it is becoming apparent that the much acclaimed program is not functioning as well as it used to or as expected. We were called in by the municipality to help them improve the support function. That led to the ongoing action research project. As part of the problem diagnosis phase, we are conducting a three-step study using quantitative (survey) and qualitative (interviews, document analysis) to tease out any systematic patterns about success or failure of LM's user support program. The survey and several interviews have already been conducted. We are analysing the data to determine which of a variety of factors: social, organisational, political and individual are related to dissatisfaction with the support function. The findings will seek to explain what can go wrong with a best practice when factors blend.

REFERENCES

• 1: Alloway, R. M., and Quillard, J. A. (1983), "User Managers" Systems Needs," MIS Quarterly, Vol. 7, pp. 27--41.
• 2: Richard L. Baskerville, Investigating information systems with action research, Communications of the AIS, v.2 n.3es, Nov. 1999
• 3: François Bergeron , Suzanne Rivard , Lyne De Serre, Investigating the support role of the information center, MIS Quarterly, v.14 n.3, p.247-260, Sep. 1990 [doi>10.2307/248887]
• 4: Edmond P. Fitzgerald , Aileen Cater-Steel, Champagne training on a beer budget, Communications of the ACM, v.38 n.7, p.49-60, July 1995 [doi>10.1145/213859.214798]
• 5: Michael J. Gallivan, Examining workgroup influence on technology usage: a community of practice perspective, Proceedings of the 2000 ACM SIGCPR conference on Computer personnel research, p.54-66, April 2000, Chicago, Illinois, United States [doi>10.1145/333334.333356]
• 6: George, J. F., Kling, R., and Iacono, S. (1990). "The Role of Training and Support in Desktop Computing". In Desktop Information Technology, Kaiser, K. M. and Oppelland, H. J. (eds.), Elsevier, North Holland.
• 7: Harris, D. P. (1994). An Investigation of the Factors Affecting Where Desktop Computer Users Go for Computer Support in an Academic Environment, Unpublished doctoral dissertation, Claremont Graduate School, USA.
• 8: Henderson, J. C., and Treacy, M. E. (1986). "Managing End User Computer for Competitive Advantage," Sloan Mangement Review, winter 1986. pp. 3--14.
• 9: Roberta Lamb , Elizabeth Davidson, The New Computing Archipelago: Intranet Islands of Practice, Proceedings of the IFIP TC9 WG9.3 International Conference on Home Oriented Informatics and Telematics, "IF at Home: Virtual Influences on Everyday Life": Information, Technology and Society, p.255-276, June 28-30, 2000
• 10: Larsen, T. J. (1993). "Middle Managers' Contributions to Implemented Information Technology Innovation," Journal of Management Information Systems, vol. 10, pp. 155--176.
• 11: Mathieson, K. (1991). "Predicting User Intentions: Comparing the Technology Acceptance Model with the Theory of Planned Behavior". Information Systems Research. Vol. 2, pp. 173--191.
• 12: Olfman, L., Bostrom, R. P. and Sein, M. K. (2001). "Business Led Training: A Best Practice" Conference Proceedings, BITWorld 2001 Business Information Technology Management: Enabling Cultural Awareness, S. Kemal (Ed), June 2001, Cairo, Egypt.

INDEX TERMS

Keywords:
action research, best practices, end user support, end-user computing, personnel