Transcript lecture 09 - user acceptance and the socio-technical approach

Information Systems and
Organisations
Lecture 9:
User Acceptance and the Socio-technical
Approach
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User Acceptance and the Socio-technical Approach Lecture 9 - 9.2
Scope and Coverage
This topic will cover:
• Factors in user acceptance of technology
• Human-computer interaction (HCI)
• Socio-technical approach to implementing
technology
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User Acceptance and the Socio-technical Approach Lecture 9 - 9.3
Learning Outcomes
By the end of this topic students will be able to:
• Appreciate factors that influence user acceptance of
IS
• Understand the contribution of HCI principles to IS
• Plan IS introductions with attention to human needs
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User Acceptance and the Socio-technical Approach Lecture 9 - 9.4
Contents
• User acceptance and the Technology Adoption
Model
• HCI principles in the design of IS interactions
• Work design with socio-technical principles
• User experience and IS design
• Emphasis – People and Technology
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User Acceptance and the Socio-technical Approach Lecture 9 - 9.5
Stakeholders
• People, groups and organisations with an interest in
an IS
• ...who have the power to affect the outcome and
success of the system.
• Identify:
-
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Who they are
The level of their commitment
Their power – to help or hinder
Their interests
Their requirements
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User Acceptance and the Socio-technical Approach Lecture 9 - 9.6
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User Acceptance and the Socio-technical Approach Lecture 9 - 9.7
Stakeholder Analysis
Stakeholder
Vigorous
Opposition
Stakeholder
1
X
Some
Opposition
Indifference Will let it
happen
Stakeholder
2
Stakeholder
3
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Will help it
happen
Will make
it happen
X
X
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User Acceptance and the Socio-technical Approach Lecture 9 - 9.8
Users as Stakeholders
• Remember, the future users of an IS are people,
not an organisation (have you ever actually spoken
to a ‘University’)
• Only animate beings and pre-programmed
machines can do anything in the accepted sense of
the word
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User Acceptance and the Socio-technical Approach Lecture 9 - 9.9
IS Acceptance
• Most IS depend, to a small or a large extent for their
effectiveness, on willing and competent users
• User Acceptance of the technology is key
• IS effect will therefore depend on how people in an
organisation engage with the technology
• TWO main issues
- Technology Acceptance
- Human Computer Interaction (HCI)
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User Acceptance and the Socio-technical Approach Lecture 9 - 9.10
Technology Acceptance Model
(Thinking of IS)
Perceived
Usefulness
External
Variables
Attitude
Toward Using
Behavioural
Intention
to Use
Actual System
Use
Perceived
Ease of Use
... can be related to ....
Davies et al, 1989
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User Acceptance and the Socio-technical Approach Lecture 9 - 9.11
DeLone McLean Model
System
Quality
Intention
to Use
Use
Information
Quality
Service
Quality
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Net Benefits
User
satisfaction
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User Acceptance and the Socio-technical Approach Lecture 9 - 9.12
Technology Acceptance UTAUT
• Model has been extensively developed
• Unified Theory of Acceptance and Use of
Technology
• In the developed model, Behavioural Intention (to
use) is influenced by:
- Performance Expectancy
- Effort Expectancy
- Social Influence
• And Use Behaviour is influenced by:
- Facilitation Conditions
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User Acceptance and the Socio-technical Approach Lecture 9 - 9.13
UTAUT
• Gender, Age, Experience and Voluntariness of use
are other influencing factors
• Reference is:
- Venkatesh, V., Morris, M. G., Davis, G. B., and Davis, F.
D. (2003) User Acceptance of Information Technology:
Toward a Unified View
• It can be found at:
- http://top-pdf.com/download/user-acceptance-ofinformation-technology-toward-a-unified-view-1.html
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User Acceptance and the Socio-technical Approach Lecture 9 - 9.14
Use and HCI principles
• When IS are designed, HCI principles can be
employed to ensure ease of use – thus influencing
one of the key aspects of user acceptance
• Most famously Nielsen developed a set of heuristic
principles to follow when designing an interface to a
computer system
• These (and more) are documented at the following
URL:
- http://www.useit.com/papers/heuristic/heuristic_list.html
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User Acceptance and the Socio-technical Approach Lecture 9 - 9.15
Nielsen Heuristics
• Heuristic Principles are, that interface designs should aim for:
- Visibility of system status-The system should always keep users
informed about what is going on, through appropriate feedback within
reasonable time
- Match between systems and real world-The system should speak
the users' language, with words, phrases and concepts familiar to the
user, rather than system-oriented terms
- User control and freedom- Users often choose system functions by
mistake and will need a clearly marked "emergency exit" to leave the
unwanted state without having to go through an extended dialogue.
Support undo and redo.
- Consistency and standards- Users should not have to wonder
whether different words, situations, or actions mean the same thing
- Error prevention - Even better than good error messages is a careful
design which prevents a problem from occurring in the first place.
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User Acceptance and the Socio-technical Approach Lecture 9 - 9.16
- Recognition rather than recall - Minimize the user's memory load
by making objects, actions, and options visible. The user should not
have to remember information from one part of the dialogue to
another
- Flexibility and efficient use - Accelerators -- unseen by the novice
user -- may often speed up the interaction for the expert user such
that the system can cater to both inexperienced and experienced
users.
- Aesthetic and minimalist design - Dialogues should not contain
information which is irrelevant or rarely needed
- Help users recognise, diagnose and recover from errors - Error
messages should be expressed in plain language (no codes),
precisely indicate the problem, and constructively suggest a solution.
- Help and documentation - Even though it is better if the system can
be used without documentation, it may be necessary to provide help
and documentation.
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User Acceptance and the Socio-technical Approach Lecture 9 - 9.17
Work and Motivation
Porter-Lawler model
of work motivation
Behaviour
create
which achieves
Needs
Goals
that satisfy
Huczynski and Buchanan (2007) in Boddy, Boonstra and Kennedy (2008), page 220.
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User Acceptance and the Socio-technical Approach Lecture 9 - 9.18
Motivational Potential(how to
motivate?)
•
•
•
•
•
Skill Variety
Task identity
Task significance
Autonomy
Feedback
Hackman and Oldham (1980) in Boddy, Boonstra and Kennedy (2008), page 220 - 221.
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User Acceptance and the Socio-technical Approach Lecture 9 - 9.19
Sociotechnical Design of IS
• The Socio-technical design movement, started
many years ago, stresses the importance of Human
‘systems’ working in collaboration with
Technological systems –both needing to be
‘designed’ to ensure success of the whole
• For IS, this translates most frequently in the
importance of actively involving human users in the
process of the design of systems
• A useful URL is:
- http://en.wikipedia.org/wiki/Sociotechnical_systems
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User Acceptance and the Socio-technical Approach Lecture 9 - 9.20
Work design and IS design
Work Design Principle
Possible design use with IS
Combine tasks
Use IS to combine several processes into
a single task
Give a team responsibility for a significant
part of the task. IS provides information to
(whole) team
Form natural work-groups
Establish customer relations
Vertical loading
Open feedback channels
Use IS to provide the team with better
information about their customers
IS takes over routine tasks and team are
given more responsibility
Use IS to pass on positive information from
customers
Based on, Table 8.1. , Boddy, Boonstra and Kennedy (2008), page 222.
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User Acceptance and the Socio-technical Approach Lecture 9 - 9.21
User Experience Design
• Situation and Context of use
• Environmental factors (noise, light, dirty
environment)
• Time factors (how much time, time versus
accuracy)
• Can information be retrieved from somewhere else
(e.g. Address finders using post-code/zip code)
• Frequency of use (e.g. If infrequent, is it simple – for
example an automated ticketing machine?)
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User Acceptance and the Socio-technical Approach Lecture 9 - 9.22
User Experience Design - Example
• Designing the User Experience is concerned with
the total context and use of an IS
• The following URL gives a good example related to
web marketing:
• http://www.hceye.org/UsabilityInsights/?p=97
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User Acceptance and the Socio-technical Approach Lecture 9 - 9.23
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User Acceptance and the Socio-technical Approach Lecture 9 - 9.24
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User Acceptance and the Socio-technical Approach Lecture 9 - 9.25
References
• Boddy, D., Boonstra ,A., Kennedy, G. (2008) Managing
Information Systems : strategy and organisation 3rd ed. FT
Pearson. ISBN-13: 978-0273 -71681-5XXX
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User Acceptance and the Socio-technical Approach Lecture 9 - 9.26
Lecture 9 – User Acceptance and the
Socio-technical Approach
Any Questions?
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