On the Loss and Restoration of End User Acceptance

Abstract

This paper identifies, through a case study, some of the specific factors contributing to the erosion of user acceptance during the redesign of an automated system and the specific steps taken to restore user acceptance. Among the factors contributing to a shift in user attitude are resistance to a new computer environment, a temporary emphasis during design on computer (vs user) issues, less frequent user reviews, and concerns about job security. Steps taken to restore user acceptance include increased contact with end users, familiarizing users with the computer environment, and clarification of system and user roles.