A Methodology for the ‘User-sensitive Implementation’ of Information Systems in the Pharmaceutical Industry: A Case study

摘要

This paper describes a methodology developed at SmithKline Beecham, for addressing the socio-technical (or cultural) aspects of the introduction of information systems to end-users. This methodology, referred to as a ‘Performance Support’ methodology, concentrates on how to plan, design, develop and implement communication, training and support for an effective change management programme. The paper is illustrated with examples based on the introduction of information systems dealing with external published information, and internal records and data, typically used in a Pharmaceutical Research and Development environment. The general approach should however be applicable in a wide variety of contexts where library and information science practitioners are implementing information systems for end-users.