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Article

What is really important in supporting end-users?

Authors:

Hallgeir Nilsen,

Maung K. SeinAuthors Info & Claims

SIGMIS CPR '04: Proceedings of the 2004 SIGMIS conference on Computer personnel research: Careers, culture, and ethics in a networked environment

Pages 48 - 54

https://doi.org/10.1145/982372.982383

Published: 22 April 2004 Publication History

Abstract

As end-user computing enters its third decade, the question of how best to provide support to the end users remains a vexing management challenge. In this paper, we address this issue. We use the problem definition phase of an action research project at an institution of higher learning in Norway to examine a variety of factors that are suggested in the literature to influence user satisfaction with end-user support. We also sought to gauge user preferences regarding support provider characteristics and location of support services. Our results provide interesting implications to organize user support.

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Cited By

Begalov BZhukovskaya IZhomolov MAbdurakhmonov A(2023)Statistical analysis of investments in fixed capital in the Republic of Uzbekistan in the context of digital transformationDigital models and solutions10.29141/2949-477X-2023-2-3-32:3(37-50)Online publication date: 10-Oct-2023
https://doi.org/10.29141/2949-477X-2023-2-3-3
Dertz WSein MNiederman FSumner MLending DVician C(2007)Research in progressProceedings of the 2007 ACM SIGMIS CPR conference on Computer personnel research: The global information technology workforce10.1145/1235000.1235014(63-65)Online publication date: 19-Apr-2007
https://dl.acm.org/doi/10.1145/1235000.1235014
van Velsen LSteehouder Mde Jong M(2007)Evaluation of User Support: Factors That Affect User Satisfaction With Helpdesks and HelplinesIEEE Transactions on Professional Communication10.1109/TPC.2007.90266050:3(219-231)Online publication date: Sep-2007
https://doi.org/10.1109/TPC.2007.902660

Index Terms

What is really important in supporting end-users?
1. Human-centered computing
  1. Human computer interaction (HCI)

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Published In

cover image ACM Conferences

SIGMIS CPR '04: Proceedings of the 2004 SIGMIS conference on Computer personnel research: Careers, culture, and ethics in a networked environment

April 2004

160 pages

ISBN:1581138474

DOI:10.1145/982372

Conference Chair:
Mohan Tanniru
University of Arizona
,
Program Chair:
Suzanne Weisband
University of Arizona

Copyright © 2004 ACM.

Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than ACM must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected]

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New York, NY, United States

Publication History

Published: 22 April 2004

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SIGMIS04: ACM SIGMIS 2004 Computer Personnel: Careers, Culture and Ethics in a Networked Environment

April 22 - 24, 2004

AZ, Tucson, USA

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Cited By

Begalov BZhukovskaya IZhomolov MAbdurakhmonov A(2023)Statistical analysis of investments in fixed capital in the Republic of Uzbekistan in the context of digital transformationDigital models and solutions10.29141/2949-477X-2023-2-3-32:3(37-50)Online publication date: 10-Oct-2023
https://doi.org/10.29141/2949-477X-2023-2-3-3
Dertz WSein MNiederman FSumner MLending DVician C(2007)Research in progressProceedings of the 2007 ACM SIGMIS CPR conference on Computer personnel research: The global information technology workforce10.1145/1235000.1235014(63-65)Online publication date: 19-Apr-2007
https://dl.acm.org/doi/10.1145/1235000.1235014
van Velsen LSteehouder Mde Jong M(2007)Evaluation of User Support: Factors That Affect User Satisfaction With Helpdesks and HelplinesIEEE Transactions on Professional Communication10.1109/TPC.2007.90266050:3(219-231)Online publication date: Sep-2007
https://doi.org/10.1109/TPC.2007.902660

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