THE ORGANIZATIONAL INTERFACE - A METHOD FOR SUPPORTING END USERS OF PACKAGED SOFTWARE

• 成果类型: Article
• 署名作者: TRAUTH, EM; COLE, E
• 署名单位: University of Pennsylvania
• 刊物名称: MIS QUARTERLY
• ISSN/ISSBN: 0276-7783
• DOI: 10.2307/249700
• 发表日期: 1992
• 页码: 35-53
• 关键词: information-systems; implementation; PERSPECTIVE; assistance; management

摘要

The growth of end-user computing and the trend toward the use of packaged software have focused greater attention on issues related to user support. A varied user population is requiring more tailored support, yet vendor-supplied software with a generic interface is increasingly being used. Four case studies illustrate ways in which organizational forms of support can enhance or overcome the limitations of the software interface. A framework called the organizational interface incorporates these organizational mechanisms by integrating the computer-human interaction (CHI), management information systems (MIS), and end-user computing (EUC) approaches to user support. This framework can be used in the design of end-user systems developed with packaged software and for retrofitting outdated user interfaces for an end-user computing environment. The organizational interface provides IS and end-user managers with a means to consider alternative methods of providing support for systems based on purchased software with fixed user interfaces.