End User Computing Support Choices

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Author(s): Robin Munkvold (Nord-Trondelag University College, Norway)
Copyright: 2002
Pages: 5
Source title: Issues & Trends of Information Technology Management in Contemporary Organizations
Source Editor(s): Mehdi Khosrow-Pour, D.B.A. (Information Resources Management Association, USA)
DOI: 10.4018/978-1-930708-39-6.ch139
ISBN13: 9781930708396
EISBN13: 9781466641358

Keywords: Information Science Reference / IT Research & Theory / IT Research and Theory / Library & Information Science

Abstract

This study explores how different end user qualities affect actual use of support sources in organizations. It identifies three qualities: IT-skills; Computer Self-Efficacy; IT-Involvement. Sources of support are divided in: Formal sources of support; Informal sources of support; Use of internal documentation and Use of external documentation. Hypotheses are tested empirically through a cross sectional study in a large Norwegian organization. The results show that end user qualities in varying degree may affect the end users’ choice of different support sources. The study also shows that access to a computer expert and giving collegial support might be important factors for explaining the variation in the end users’ choices of support services.

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