Paper Info
Title
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.
Year
DOI
Venue
2002
10.1145/512360.512369
SIGCPR
Keywords
Field
DocType
action research project,end user support function,support function,factors blend,user satisfaction,local municipality,ongoing action research project,user support program,support end user,problem diagnosis phase,acclaimed program,best practices,best practice,end user computing,action research
Document analysis,Support function,Best practice,End user,Knowledge management,End-user computing,Action research,Engineering,Computer user satisfaction,Politics
Conference
ISBN
Citations 
PageRank 
1-58113-466-5
2
0.40
References 
Authors
8
2
Name
Order
Citations
PageRank
Hallgeir Nilsen192.19
Maung K. Sein273191.97