User-centred and user-sensitive, implementation of, and training for, information systems: A case study

摘要

This paper reports a study of the implementation of a new personal computer operating environment within an acountancy/consulting firm. Based on both qualitative and quantitative evaluation, by questionnaire, interview, and examination of logs, training materials etc., it examines issues related to the user-centred style of system implementation. Specifically examined were the extent to which a user-centred style may be adopted ‘instinctively’, the degree to which success of implementation is associated with a user-oriented style, and the extent and type of information provided prior to implementation. Particular emphasis is placed on investigating a ‘user-sensitive’ style of training, considering the relative merits of pre- and post-implementation training. Although the general precepts of user-centred implementation are validated, concepts such as ‘information’, ‘support’, and ‘complexity’, basic to discussions of implementation procedures are shown to be multi-faceted, and strongly dependent on user perceptions. The questions of what constitues ‘information’ in advance of the implementation of a new system, and how much information can and should usefully be provided to users in advance on the implementation are also considered.