Management Policy for Greater Computer Benefits: Friendly Software,Computer Literacy,or Formal Training

Abstract

Using data from over 3,000 public employees in 46 U.S. cities in 1988, this article in vestigates three classes of factors commonly thought to affect computer use: training, friendliness of software, and user computer background. Computer use is analyzed as 11 specific tasks (such as programming, record searching) and is further broken down by organizational role of user, for example, manager and street-level employee. Some findings are that (1) the computer literacy or prior coursework of employees is more important to their computer use than how many years an employee has used computers; and (2) for most employees the user friendliness of programs is relevant, and weakly so, only for generic tasks such as searching a file or entering data. More generally, the data lead us to highlight training because it can be used to compensate for weaknesses in present software as well as in the computer literacy and experience of users. Keywords: computing benefits, friendly software, computer literacy, training.

Get full access to this article

View all access options for this article.

References

Barnes, R.J. 1992. Training in tough times should be a priority PA Times 15:8.

Carnevale, A.P. , & Gamer, L.J. 1988. The learning experience Alexandria, VA: American Society for Training and Development .

Carnevale, A.P. , Gainer, L.J. , & Villet, J. 1990. Training in America San Francisco : Jossey-Bass Publishers.

Carnevale, D.G. , & Sharp, B.S. 1993. The old employee suggestion box Review of Public Personnel Administration 13 (Spring): 82-92.

Cheney, P.H. , Mann, R.I. , & Amoroso, D.L. 1986. Organizational factors affecting the success of end-user computing Journal of MIS 3 (Summer): 65-80.

Daley, D. 1987. Performance appraisal and the creation of training and development expectations: A weak link in mbo-based appraisal systems Review of Public Personnel Administration 8 (Fall): 1-10.

Danziger, J.N. , & Kraemer, K.L. 1985. Computerized data-based systems and productivity among professional workers: The case of detectives Public Administration Review 45 (January/February): 196-209.

-. 1991. Survey research and multiple operationalism: the URBIS project methodology In The information systems research challenge: Survey research methods, vol. 3, ed. Kenneth L. Kraemer, 351-72. Cambridge: Harvard Business School Press.

Davis, F.D. 1989. Perceived usefulness, perceived ease of use, and user acceptance of information technology MIS Quarterly 13:319-39.

10.

Davis, F.D. , Bagozzi, R.P. , & Warshaw, P.R. 1989. User acceptance of computer technology: A comparison of two theoretical models Management Science 35:982-1003.

11.

DeSanctis, G. , & Courtney, T.F. 1983. Toward friendly user MIS implementation Communications of the ACM 26:732-38.

12.

Dosi, G., Freeman, C., Nelson, R., Silverberg, G., & Socte, L., eds. 1988 . Technical change and economic theory. New York: Pinter Publishers.

13.

Fox, J. 1991. Regression diagnostics Newbury Park, CA: Sage University Papers.

14.

Gasser, L. 1988. The integration of computing in routine work ACM Transactions on Office Information Systems 4 (July): 205-25.

15.

Kaplan, B. , & Duchon, D. 1988. Combining qualitative and quantitative methods in information systems research: a case study MIS Quarterly 12:571-86.

16.

Kling, R. , & Jewett, T. 1991. The dynamics of computer use in a social science research team: A case study of infrastructure strategies and skill Social Computing Review 9:246-75.

17.

Kraemer, K.L. , Dutton, W.H. , & Northrop, A. 1981. The management of information systems New York: Columbia University Press.

18.

Kraemer, K.L. , & Northrop, A. 1989. Curriculum recommendations for public management education in computing: An update Public Administration Review 49:947-53.

19.

Leonard-Barton, D. , & Deschamps, I. 1988. Managerial influence in the implementation of new technology Management Science 34:1252-65.

20.

Lucas, Jr., H.E. 1989. Managing information services New York : Macmillan Publishing.

21.

Mohan, L. , Holstein, W.K. , & Adams, R.B. 1990. EIS: It can work in the public sector MIS Quarterly 14:435-48.

22.

Newcomer, K. , & Caudle, S. 1991. Evaluating public sector information systems: More than meets the eye Public Administration Review 51:377-84.

23.

Northrop, A. , Dutton, W.H. , and Kraemer, K.L. 1982. The management of computer applications in local government Public Administration Review 42:234-43.

24.

Northrop, A. , Kraemer, K.L. , Dunkle, D. , & King, J.L. 1990. Computer payoffs: Lessons over time Public Administration Review 50:505-14.

25.

Rivard, S. , & Huff, S.L. 1988. Factors of success for end-user computing Commumcations of the ACM 31:552-61.

26.

Rosenberg, N. 1982. Inside the black box: Technology and economics Cambridge: Cambridge University Press.

27.

Sanders, L.G. , & Courtney, J.F. 1985. A field study of organizational factors influencing DSS success MIS Quarterly 9:77-89.

28.

Sein, M.K. , Bostrom, R.P. , & Olfman, L. 1987. Training end users to compute: Cognitive, motivational social issues Infor 25 (August): 236-55.

29.

Shangraw, R.F. 1986. How public managers use information: An experiment examining choices of computer and printed information Public Administration Review 46 (Special Issue): 506-15.

30.

Slack, J.D. 1990. Information, training, and assistance needs of municipal governments Public Administration Review 50:450-57.

31.

Srinivasar, A. 1985. Alternative measures of system effectiveness: Associations and implications MIS Quarterly 9:243-53.

32.

Wagenheim, G.D. , & Pevrink, J.H. 1991. Customer service in public administration Public Administration Review 51:263-70.

33.

Weill, P. , & Olson, M.H. 1989. Managing investment in information technology: Mini-case examples and implications MIS Quarterly 13:3-17.

34.

Weiss, A.R. , & Birnbaum, P.H. 1989. Technological infrastructure and the implementation of technological strategies Management Science 35:1014-26.

35.

Zmud, R.W. , & Lind, M.R. 1985. Linking mechanisms supporting end-user computing Proceedings of the 12th Annual Conference of ACM SIGCPR/SIGBDP , 74-80.