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M.Sc. thesis research methods and results End-user attitudes towards EDM use in project work A case study of the Kamppi Center project 29 March 2006 Mathias Hjelt Swedish School of Economics and Business Administration Research objectives Explore end-user attitudes towards EDM usage in a large construction project: How do users across different segments of the project organisation perceive the benefits and challenges of EDM use? Propose a model describing factors affecting individual EDM adoption Case: Kamppi Center 500 million EUR construction project including: SRV a shopping centre underground bus and cargo terminals 12,500 m² of office space 5,700 m ² of residential apartments parking facilities Viitoset appointed design & build contractor 3 architectural offices ~ 20 structural / technical design offices Hundreds of subcontractors Case: Kamppi Center Electronic document management in the project: ASP / web based Raksanet Used by 340 users from 90 organisations 17,000 documents organised in 1700 folders Mainly DWG, PLT, PDF, Word, Excel Automatic paper copy distribution ICT adoption theory Adoption decisions in an organization (Gallivan 2001) Management objectives and intentions for change Availability of technological innovation Primary innovation adoption process Mandate to adopt Other influences Secondary innovation adoption process ICT adoption theory Unified Theory of Acceptance and Use of Technology (Venkatesh et al 2003) The UTAUT model is based on previous frameworks: innovation diffusion theory, TRA, TAM, MPCU, etc.. Intention and actual use influenced by: effort expectancy perfomance expectancy social influence facilitating conditions ICT adoption theory Updated IS Success Model (DeLone & McLean 2003) User’s intention to use is influenced by three dimensions of quality: system quality information quality support quality Research design Phase 2 • Objective: gain deeper understanding • Qualitative • 5 users + 1 expert • Sample based on phase 1 In-depth Interviews Phase 1 • Objective: “draw the big picture” • Quantitative • Entire user base Survey Log file analysis Survey 19 Likert-scale questions on the topics of: Respondent background (e.g. previous EDM experience) Support quality (received training, support, guidelines) System quality (e.g. reliability, functionality, ease of use) Information quality (contents of the EDM, structure) EDM vs other channels of communication Overall perception of benefits 1 free-text comment Web based implementation Covering letter sent by e-mail to all active users (n=282) Each respondent given a unique URL in the e-mail http://kamppi.iterate.fi/KABCDE The link contains an ID which helps tracking responses Answer required on all quantitative questions Effect: 20 partial responses 13 complete ones Ensuring a satisfactory response rate Cover letter credibility Low effort Non-monetary: ”get your voice heard” Monetary: 2 x 100 € gift certificates Timing Questionnaire can be completed in 5 minutes All questions on page – you see what you’re in for Incentives From: SRV Viitoset’s director of planning post-holidays, Monday a.m. Follow-up / reminder ”You still have a chance to give your input / win a gift certificate” Response statistics Respondents: 282 intended recipients 13 unreachable (invalid email addresses, over-quota mailboxes etc) 167 actual responses Active response rate 167/(282-13) = 62 % 80 70 60 50 40 30 20 10 0 100 % 75 % 50 % Reminder 25 % 0% Mon Tue Wed Thu Fri Mon Thu Wed Thu Fri Mon Tue Wed Cumulative responses Responses per day Interviews 5 end-user interviews 2 project management 1 architect 1 subcontractor 1 city planning 1 expert interview Previous EDM experience 53 % were first-time EDM users 60 50 Used EDM in previous projects Never 8 1-4 projects 6 Count 40 22 30 2 14 5 projects or more 1 6 20 17 23 10 25 24 13 0 3 3 0 Architect Technical design Project Subcontractor Management Role Facility End User Attitude towards EDM At the outset of the project: Experienced EDM users were more confident regarding benefits than first-time EDM users Subcontractors were the least experienced; thus also the most sceptical At the end of the project: A majority reported that their attitude had improved Subcontractors reported the biggest improvement! Perceived benefits of EDM usage Most respondents considered EDM essential in a project of this size and complexity User 4 Role Architect 1 20 Project Management 9 21 Technical design 5 0% 20 % 4 17 17 40 % 8 6 60 % Count 0 2 1 20 26 Subcontractor 1 80 % 0 2 3 100 % We could've done it without EDM Disagree completely Tend to disagree Tend to agree Agree completely Other channels of communication 50,0% Percent 40,0% 30,0% 20,0% 40% 42% 10,0% 15% 4% 0,0% Disagree completely Tend to disagree Tend to agree Agree completely Email, fax etc are still important Still the use of parallel channels was considered a major source of stress and extra work! Perceived barriers to EDM use Why didn’t EDM replace other channels of communication? Using the system was considered slow and cumbersome - sending a file by email much easier and faster Users did not receive enough training or guidelines – the complexity of the contents was perceived as the biggest challenge to getting started Key findings Users quick to revert to other channels if EDM not perceived as easy to use or useful Two aspects influence ease-of-use and usefulness: System quality: The technical aspects of using the software Information quality: The actual contents, structure, metadata practices, etc Users need training and guidelines regarding both aspects! Self-learning not always viable Learning from colleagues not always viable Thus, formal training should be organised Service provided End users Dimensions of quality Acceptance factors Individual properties System quality Effort expectancy Involvement in project - functionality - usability Information accessibility Involvement in the information process Performance expectancy IT skills & personality Social influence Company properties Information quality - up to date, accurate - complete - well structured Management attitude Support quality Infrastructure - training - guidelines Facilitating conditions Use User satisfaction Support from collegues Evaluation of research methods Web-based questionnaire successful, but... respondents skewed towards more active users difficult trade-off between detail and likelihood of getting a broad response (4-point Likert scales perhaps too coarse, certain questions ambiguous..) Matching of quantitative and qualitative data quantitative answers appeared largely positive; freetext comments and interview responses much more critical Number of interviews...