TECHNOLOGICAL FRAMES AND END-USER COMPUTING

Abstract

The objective of this research was to investigate the effects of technological frames of reference on the success or failure of end-user computing. A large multinational corporation with regional headquarters in Singapore participated in this research effort, which used a combination of quantitative and qualitative methodologies. An end-user survey-instrument was used in the quantitative phase of the study to determine the effectiveness of the use of personal computers and the personal computer network as it related to the support supplied by the information systems department. At the same time, the level of end-user satisfaction in the firm was measured. Once the level of support and subsequent satisfaction were measured, grounded theory methodology was used to assess the technological frames of reference of three functional groups (MIS, management, and end-users) across four domains (Technology in Use, Technology Strategy, Ownership of Technology, and Nature of Technology). Once the frames of reference had been assessed, the level of congruence among the three groups for each of the four domains was determined. Orlikowski's work on technological frames of reference was expanded to study the effects that the congruence of these frames of reference had on the type and level of support provided to end-users and how that in tum affects the level of satisfaction with that support. The software package NUD*IST was utilized to assist in the content analysis of a series of in-depth interviews for the qualitative portion of the study. Congruence was determined for two domains; Technology Strategy and Nature of Technology. Partial congruence was found for the Technology in Use domain, and incongruence was determined for the Ownership of Technology domain. The level of congruence was shown to be related to user satisfaction. For those domains that displayed congruence, the end-user survey indicated satisfaction. For the domains that displayed incongruence and partial incongruence, the end-user survey indicated dissatisfaction. An incongruence was also observed within the user community itself between those users that are satisfied and those that are not satisfied with regard to their view of the technological artifact and its capabilities and functional uses. A profile of satisfied uses versus dissatisfied users was developed.