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©NCC Education LimitedV1.0
Information Systems and Organisations
Lecture 9:
User Acceptance and the Socio-technical Approach
©NCC Education LimitedV1.0
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
©NCC Education LimitedV1.0
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
©NCC Education LimitedV1.0
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
©NCC Education LimitedV1.0
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:
- Who they are
- The level of their commitment
- Their power – to help or hinder
- Their interests
- Their requirements
©NCC Education LimitedV1.0
User Acceptance and the Socio-technical Approach Lecture 9 - 9.6
©NCC Education LimitedV1.0
User Acceptance and the Socio-technical Approach Lecture 9 - 9.7
Stakeholder Analysis
Stakeholder Vigorous Opposition
Some Opposition
Indifference Will let it happen
Will help it happen
Will make it happen
Stakeholder 1
X
Stakeholder 2
X
Stakeholder 3
X
©NCC Education LimitedV1.0
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
©NCC Education LimitedV1.0
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)
©NCC Education LimitedV1.0
User Acceptance and the Socio-technical Approach Lecture 9 - 9.10
Technology Acceptance Model(Thinking of IS)
External Variables
PerceivedEase of Use
AttitudeToward Using
PerceivedUsefulness
Actual SystemUse
BehaviouralIntentionto Use
Davies et al, 1989
... can be related to ....
©NCC Education LimitedV1.0
User Acceptance and the Socio-technical Approach Lecture 9 - 9.11
DeLone McLean Model
Net Benefits
System Quality
Information Quality
Intention to Use
User satisfactionService
Quality
Use
©NCC Education LimitedV1.0
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
©NCC Education LimitedV1.0
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-of-
information-technology-toward-a-unified-view-1.html
©NCC Education LimitedV1.0
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
©NCC Education LimitedV1.0
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.
©NCC Education LimitedV1.0
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.
©NCC Education LimitedV1.0
User Acceptance and the Socio-technical Approach Lecture 9 - 9.17
Work and Motivation
Needs Goals
BehaviourPorter-Lawler model of work motivation
create which achieves
that satisfy
Huczynski and Buchanan (2007) in Boddy, Boonstra and Kennedy (2008), page 220.
©NCC Education LimitedV1.0
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.
©NCC Education LimitedV1.0
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
©NCC Education LimitedV1.0
User Acceptance and the Socio-technical Approach Lecture 9 - 9.20
Work design and IS designWork Design PrincipleCombine tasks
Form natural work-groups
Establish customer relations
Vertical loading
Open feedback channels
Possible design use with ISUse 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
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.
©NCC Education LimitedV1.0
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?)
©NCC Education LimitedV1.0
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
©NCC Education LimitedV1.0
User Acceptance and the Socio-technical Approach Lecture 9 - 9.23
©NCC Education LimitedV1.0
User Acceptance and the Socio-technical Approach Lecture 9 - 9.24
©NCC Education LimitedV1.0
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
User Acceptance and the Socio-technical Approach Lecture 9 - 9.26
©NCC Education LimitedV1.0
Lecture 9 – User Acceptance and the Socio-technical Approach
Any Questions?