Towards a Sociopragmatic-Constructivist Understanding of Information Systems

Contemporary understanding of information systems (IS) is flawed by fundamental problems in information systems research and practice. In this chapter, we claim that philosophical presuppositions have a great influence on our understanding of IS. Reflecting on the modernism-postmodernism debate and its methodological consequences for IS research, we derive the need for a paradigmatic foundation of IS research. Referring to Kuhn’s concept of “paradigm,” we develop a framework for the conceptualization of “paradigms of inquiry.” We use the notion of “model,” which we believe to be pivotal for the understanding of IS, to illustrate the implications of the adoption of a “paradigm of inquiry.” In response to a criticism of both the positivist and the radical-constructivist paradigms, we develop a paradigm called “sociopragmatic constructivism” (SPC). Presupposing that human inquiry relies on social contextualization, common practice and cultural history, we propose an agenda for upcoming IS research grounded in SPC.

End User Support Usage

This study explores how different end user qualities affect actual use of support sources in organizations. It identifies three qualities: information technology-skills; computer self-efficacy; information technology (IT) -involvement. Sources of support are divided in: formal sources of support; informal sources of support; use of internal documentation and use of external documentation. Hypotheses are tested empirically through a cross sectional study in a large Norwegian organization. The results show end user qualities in varying degree may affect the end users’ choice of different support sources. The study also shows access to a computer expert and giving collegial support might be important factors for explaining the variation in the end users’ choices of support services.

User Interfaces and Markup Language Programming

The role of the user interface (interaction mode) is of considerable importance, since the method of interaction can have an impact on both performance and satisfaction with regards to using a programming language. While markup languages are now widely used for Web page and site design and electronic publishing applications, they have not been studied adequately compared with other kinds of languages. The impact of interaction mode, in this case command-based coding, versus using a form-fill-in wizard, is examined, with respect to performance and satisfaction while performing a survey-oriented task. Skill level, which classified users as being either a novice or experienced, was another factor, which was taken into account in this study. The results showed the use of wizards brought about better performance than using the command language, and the difference between modes was far greater for novices rather than experienced users. In addition, using the wizard tended to equalize performance across skill levels. With regards to system satisfaction, there were significant differences between interaction modes, however no differences were reported between skill levels. These differences in performance and satisfaction should be noted and considered when designing interactive systems for programming-related applications.

Changing a Business School Corporate Culture

This chapter introduces the concept of an Academic Management System, which is designed to enhance communication among faculty, staff, students, and administration. Using an Academic Management System, built within a Course Management System, has the potential to improve communication, reduce administrative costs, and allow 24-hour access to information. The experience of one university that integrated these technologies has had a positive effect throughout campus and, as a result, several other programs are now developing similar sites for their faculty, staff, students and administration.

Using Usability Factors to Predict the E-Commerce User Experience

This chapter introduces the use of usability factors as a means of predicting the e-commerce user experience. It argues objectively measurable usability factors, such as page layout, navigation techniques, privacy statements and color can be used to predict how a user of an e-commerce Website will experience the interaction with the site. In support for this argument, it reports on the results of a small pilot study that was done to determine the feasibility of a more extensive study aimed at building a model for the prediction of the user experience. The authors hope a better understanding of the intricate relationship between usability factors and the subjective user experience will lead to the design of more successful e-commerce Websites.

Strategic Models for the Delivery of Personal Financial Services

The growth of the Internet and the rapidly evolving regulatory climate in the United States and abroad have radically altered the environment of the financial service industry. This chapter focuses on integrated personal financial services (IPFS) — the integration of services such as banking, insurance, and investing for the end consumer — in this new, networked economy. It identifies three different business models for the delivery of IPFS. It explores the concept of an infocracy, a form of organization in which information provides the underpinning of structure and the basis of individual power, and addresses its implications for the management and success of the alternative IPFS business models.

The Role of the Organizational Context in the Use of a Workflow System

This chapter discusses the role of the organizational context in the use of a workflow system. It argues there are organizational factors such as structure, power, people, technology and culture, that constrain and enable the use of workflow systems. The author hopes that, by presenting a case study of a Portuguese organization, which implemented and used a workflow system, it will help to identify those organizational factors, which could affect implementation, and to understand how they can influence the success, or failure, of such a system. Finally, the results will contribute to a better management of the process of change.

Solving Common Business Problems with Microsoft Office

The authors traced the process of revising and updating a long-existing Micro-Based Software class at the undergraduate level at Metropolitan State College of Denver. The course was designed to allow students to become proficient in end user computing at the operational business level. The revisions were prompted by the increasing sophistication of horizontal microcomputer application programs, the increase in the level of computer literacy among undergraduate School of Business students, and the students’ need for experience in problem solving and applying the theory they learned using the Microsoft Office software suite. A pilot class was taught utilizing the revised curriculum in the Fall of 2001. The revised curriculum involved using Web-based material and regular presentation sessions for solutions to assigned problems. An efficacy survey was administered at the end of the class, to determine student satisfaction with the revised curriculum. The success of the pilot class resulted in implementing the revised content in all sections of the Micro-Based Software class as of Spring semester, 2002.

Navigational Tools in Hypertext Information Retrieval Frames and an Expandable Table of Contents

Difficulties with navigation are common in hypertext documents. Many studies have examined techniques and design strategies to find the proper structure of a hyperdocument whereas others have investigated navigational tools such as overview diagrams, maps, menus, and/or tables of contents that help users navigate through complex hyperdocuments. This study has investigated the effects of table of contents and frames as user interface on user performance and user satisfaction. The result suggests several guidelines for designing complex hypertext information retrieval systems and creating on-line documentation.

Development of a Task Model for the Analysis and Retrieval of Statistical Data

This chapter explores the task of retrieving and analysing statistical data from external sources, such as national statistical agencies, government departments, the World Bank, etc. Although external statistical data (ESD) is widely used in planning, decision-making and project evaluation, the process of gathering and analysing such data is poorly understood. This chapter describes the usability testing of a prototype Statistical Information System (SIS) and uses the data gathered during that testing to develop an initial task model for retrieving and analysing ESD. The proposed task model would be useful in the development of improved Statistical Information Systems, particularly those intended for use by casual or ad hoc users.