Showing papers in "Information Systems Journal in 2005"

The utilization of e‐government services: citizen trust, innovation and acceptance factors*

Abstract: . Electronic government, or e-government, increases the convenience and accessibility of government services and information to citizens. Despite the benefits of e-government – increased government accountability to citizens, greater public access to information and a more efficient, cost-effective government – the success and acceptance of e-government initiatives, such as online voting and licence renewal, are contingent upon citizens’ willingness to adopt this innovation. In order to develop ‘citizen-centred’ e-government services that provide participants with accessible, relevant information and quality services that are more expedient than traditional ‘brick and mortar’ transactions, government agencies must first understand the factors that influence citizen adoption of this innovation. This study integrates constructs from the Technology Acceptance Model, Diffusions of Innovation theory and web trust models to form a parsimonious yet comprehensive model of factors that influence citizen adoption of e-government initiatives. The study was conducted by surveying a broad diversity of citizens at a community event. The findings indicate that perceived ease of use, compatibility and trustworthiness are significant predictors of citizens’ intention to use an e-government service. Implications of this study for research and practice are presented.

How virtual are we? Measuring Virtuality and Understanding Its Impact in a Global Organization

Abstract: . Employees in global corporations are increasingly involved in ‘virtual teams’ on a regular basis. Conflicting definitions of virtuality make it hard to measure such things as how much virtual teaming occurs and how virtual teaming affects performance. As a consequence, it is hard to allocate funding and to design infrastructures and software to support this specific mode of working. Using the concept of discontinuities, or changes in expected conditions, we propose a virtuality index to assess how ‘virtual’ a given setting is. The discontinuities used include geography, time zone, organization, national culture, work practices, and technology. The index separately measures these aspects of virtuality and their effect on perceived team performance. Data collected at a large multinational corporation clustered into three overarching discontinuities: team distribution, workplace mobility, and variety of work practices. The study revealed that being distributed in and of itself had no impact on self-assessed team performance. Work practice predictability and sociability mitigated effects of working in discontinuous environments, while variety of practices (cultural and work process diversity) and employee mobility negatively impacted performance.

Does managerial orientation matter? The adoption of reinventing government and e-government at the municipal level*

Abstract: . This paper explores the effect of managerial innovativeness in municipal government on the adoption of e-government, and it examines the association between the adoption of e-government and its outcome. The authors posit an exploratory model: The first part of the model shows how adoption of municipal e-government is determined by managerial innovativeness orientation, government capacity and institutional characteristics such as city size and government type. The second part suggests how e-government outcomes are associated with the adoption of e-government, government capacity and institutional characteristics. Analysing two different survey data sets of American municipal reinvention and e-government, this study finds that managerial innovativeness orientation and city size are the most compelling determinants of municipal e-government adoption. Different levels of e-government adoption may yield different outcomes.

Evaluating e-government: Learning from the experiences of two UK local authorities

Abstract: . Part of the remit of public sector management includes planning and reflecting on capital expenditure on new technology. With this in mind, the role that information systems play in supporting improvements in e-government service delivery to stakeholder groups continues to attract much attention. The authors of this paper seek to define the scope and role that information systems evaluation plays within the public sector. In particular, the authors assess whether public sector organizations might benefit from the use of established ex-ante evaluation techniques, when applied to analyse the impact of e-government information systems. Following a comprehensive review of the normative literature, an initial conceptual framework for public sector information systems evaluation is proposed, which is then empirically explored within two local government authorities. The conceptual framework is then revised by using the structured case approach, which is dependent on an iterative research cycle where triangulated data are elicited. This then supports the emergence of new concepts during each research cycle that leads to the view that information systems evaluation in the public sector is a process of experiential and subjective judgement, which is grounded in opinion and world views. This leads the authors to challenge the appropriateness of traditional modes of investment appraisal when applied in the public sector. The finalized framework embraces investment decisions, evaluation methods, culture and structure, as well as post hoc evaluation. It emphasizes the importance of situated, interpretive user assessments in evaluating e-government investments.

Towards a model of consumer use of mobile information and communication technology in LDCs: the case of sub-Saharan Africa

Abstract: Using theories of technology acceptance and technology transfer, we identified factors affecting the use of mobile information and communication tech- nology (mobile ICT) in the least developed countries (LDCs), specifically sub- Saharan Africa. From a literature review, we developed a research model to describe factors that impact mobile ICT use and formulated a series of hypotheses about them. We then surveyed mobile ICT users in Kenya and Nigeria and created a structural model to examine our hypothesized relationships. Our findings indicate that access to mobile ICT, and cultural influences on mobile ICT diffusion, strongly influence individuals' perceptions of the usefulness and ease of use of mobile ICT. Individuals' perceptions about the reliability of mobile ICT influence use of these technologies significantly. The results suggest that, although extensive ICT diffu- sion (high mobile ICT levels per capita) may be necessary for seeding commercial and economic initiatives that depend heavily on mobile ICT, such as m-commerce, it may not be sufficient. Firms conducting business in sub-Saharan Africa need to pay attention to the factors that explain individual mobile ICT use because these factors will most likely determine the optimal market segmentation, business devel- opment and customer service strategies for leveraging m-commerce operations in that region. For government units, the understanding of such factors would also be beneficial in aiding economic planning and commerce.

Doing critical research in information systems: a case of theory and practice not informing each other*

Abstract: . For more than 30 years, critical research in information systems (IS) has challenged the assumption that technology innovation is inherently desirable and hence to the benefit of all. Nevertheless, how researchers view the nature of being critical has changed over time, and so too have the ways that they pursue their critical agenda and argue for their contributions. In this paper, I present a brief historical account of critical IS research, tracing the theoretical perspectives that have been dominant at different times and the empirical efforts that were guided by them. As part of tracing our current position I examine two key texts authored by Chrisanthi Avgerou and Geoff Walsham, who pursue different types of critical agenda and make distinctive empirically based contributions concerning the substantive issue of global diversity in IS innovation and its consequences. Overall, I suggest that the IS field now accepts broad definitions of the nature of being critical, but despite having a body of empirical critical research from which to learn, we are not making the most of our opportunities to do so, which retards further development. While I do not seek to develop a prescription for conducting and evaluating critical research, or try to encourage lengthy confessional accounts of research conduct in all journal papers, I do argue that we need more explicit reflections about our sustained long-term efforts in the field. Such reflections might consider the way we develop our critical arguments and insights, and what we strive for and accomplish through our interventions. In effect, the IS field has not yet reached a position where the theory and practice of doing critical research are informing each other.

Towards the enhancement of e-democracy: identifying the notion of the 'middleman paradox'

Abstract: The challenge towards e-democracy, through the electronic transforma- tion of political systems, has become increasingly evident within developed econ- omies. It is regarded as an approach for increased and better quality citizen participation in the democratic processes. E-democracy forms a component of overall e-government initiatives where technology adoption and diffusion, to enhance wider access to, and the delivery of, government services, are apparent. However, previous research demonstrates that very few e-democracy proposals survive the stage of formal political decision-making to become substantive e- government projects within national or international agendas. Furthermore, the implementation of e-democracy projects is undertaken at a much slower pace and with dramatically less support than the implementation of other, so-called e-administration, activities in the public sector. The research in this paper considers the notion of the 'middleman paradox', presenting theoretical and empirical evidence that further investigates the phen- omenon associated with potential e-democracy improvements. Specifically, the paper adds a new dimension to existing theories on the hesitant evolution of e-democracy that clearly identifies politicians as an inhibiting factor. Proposals are made for an enhancement of these processes, and suggestions for further appli- cable research are demonstrated.

Learning about being critical

Abstract: . This short paper is a response to the article by McGrath in this issue which argues that information systems (IS) researchers need to be more explicit about ‘being critical’. I accept her point, and I use this paper to offer a sketch of my personal journey in learning about criticality, and some thoughts from where I am now on various aspects of carrying out critical IS research.

Business relationships in internet‐based electronic markets: the role of goodwill trust and transaction costs

Abstract: . Transaction costs and goodwill trust, which differentiate between transactional and collaborative relationships, were found in existing research to play a significant role in the way organizations use internet technologies to manage their relationships with customers and suppliers within electronic markets (EM). However, a thorough investigation of role that the two dimensions play together in shaping the use of EM is lacking from the mainstream literature. This research addresses transaction costs and goodwill trust together to clarify the transformations that internet use has brought on the nature of interorganizational relationships that develop between EM players. The research finds the use of EM in collaborative relationships is governed by trade-offs between different outcomes that different EM functionalities have on organizational objectives. Organizations assess these trade-offs, and select those functionalities that best serve to achieve their collaborative relational objectives. In contrast, no trade-offs are find in the transactional model, as the use of EM here is driven principally by transaction cost reductions.

Using actor-network theory to analyse strategy formulation

Abstract: . Drawing upon actor-network theory, this article analyses the socio-technological construction of China's strategy for the telecommunications market transformation. We define the telecommunications market as the non-human actor. The public and society, the state, and the operators constitute three groups of human actors representing the social interests in the telecommunications industry. We have observed that these actors’ interests are influenced by the situation of technology advance, the telecommunications development level, the macro reform progress and the national policies concerning the political and economic systems, and the international trend in telecommunications reforms. Owing to the dynamics of these contextual elements and the struggle of actors to inscribe their interests into the national strategy, China has transformed the telecommunications market by four stages, each stage with specific foci. Our case study demonstrates that the applications of actor-network theory can be extended to investigate the formulation of a national strategy. The research design in which the social and technological contexts are dynamically connected with strategy formulation can be drawn upon by other actor-network studies.

Chaos theory as a model for interpreting information systems in organizations

Abstract: Chaos theory concerns the qualitative study of unstable aperiodic behaviour in deterministic non-linear dynamical systems. Concepts from chaos theory have recently been applied as a model for interpreting organizational change and understanding organizational behaviour. This paper applies these concepts to the study of information systems in organizations. Key concepts from chaos theory are identified and used to develop an interpretive framework. The importance of understanding the initial conditions when an information systems strategy is developed or an information system is implemented is highlighted. The idea of strange attractors, patterns of behaviours of information systems, organi- zations and actors, which are repeated is developed, and the effect of internal and external events and choices is considered. These chaos theory concepts are applied to a case study of information systems strategy implementation in the UK probation service. It is concluded that concepts from chaos theory offer valuable support in developing a coherent and meaningful story concerning interactions between information systems and their host organizations.

Doing critical research in information systems: some further thoughts

Abstract: . In her paper in this volume, McGrath argues for more explicit methodological accounts of critical research in information systems. In this short paper, I voice my concern that emphasis on methodological accountability may well inhibit criticality, and I argue for the need to recognize that researchers bring into their investigation tacit knowledge, emotions, and moral and political convictions that cannot be rationalized in methodological descriptions. Moreover, I suggest that critical research should maintain suspicion to instrumental reasoning and that it should place its effort to producing knowledge on an alternative agenda of substantive social issues by the interplay of theory and empirical evidence.

The politics of post‐implementation reviews

Abstract: . The post-implementation review (PIR) literature emphasizes the benefits of ex post evaluations of information technology (IT) projects. However, empirical studies of actual practice show that few organizations undertake any substantive form of ex post evaluation. This article presents the results of case study research in the Australian offices of two global corporations. These results support the findings reported in the literature and contribute new insights into the political factors that discourage the undertaking of PIRs in organizations. Furthermore, the results reveal a significant gap between theory and practice with respect to IT investment and IT governance practices, with no evidence found of such practices influencing ex post evaluation behaviour in these two organizations.

Towards a cognitive foundation for knowledge representation

Abstract: . Knowledge engineering, knowledge management and conceptual modelling are concerned with representing knowledge of business and organizational domains. These research areas use ontologies for knowledge representation. Ontologies are understood either in the philosophical sense as firm metaphysical commitments or in the looser sense of dictionaries or taxonomies. This paper critically examines the understanding and use of ontologies and knowledge representation languages in information systems (IS) research and application. As ontologies are intended to be conceptualizations of a perceived reality, they should reflect the empirically observed reality. This motivates proposing psychology of language as a reference discipline for knowledge engineering and knowledge management. Natural language is argued to reflect the cognitive concepts we use to think about and perceive the world around us. These cognitive concepts are the relevant terms with which to structure and represent knowledge about the world. Psychology of language can provide empirical justification for a particular set of concepts to represent knowledge. This paper draws on psycho-linguistic research to develop a proposal for a system of cognitive structures. This is argued to provide the relevant concepts on which to found knowledge representation schemata for knowledge engineering, knowledge management and conceptual modelling.

Searching for management information systems: coherence and change in the discipline

Abstract: Abstract. The now familiar and longstanding discussion on the status of the field of management information systems (MIS) consists of at least two themes – the lack of coherence in MIS and the question of rigour vs. relevance (academic vs. practical concerns). The research questions we pose here ask: what themes or ideas represent the centre of MIS or its zones of coherence – or is diversity and fragmentation the rule? and will the centre or zones change over time? Within MIS research, is there evidence of theory building that contributes to a cumulative research tradition? Using a co‐word analysis approach – to analyse the patterns in discourse by measuring the association strengths of terms representative of relevant publications – the researchers found 62 specific centres of coherence. The data documented a high degree of change in centres of coherence over time. Evidence of theory building was extremely weak. A cumulative research tradition remains elusive. MIS centres of coherence change over time – we think, partly in response to practical pressures. We suggest that MIS opens a richer and more difficult debate on its theory, practice, and identity as a discipline in the 21st century university.

Verbal and visual representations in task redesign: how different viewpoints enter into information systems design discussions

Abstract: We explore an important phase of information systems design (ISD), namely task redesign, and especially how different viewpoints enter into the dis- cussions. We study how one particular visual representation, a process diagram, is interpreted and how alternative, even competing, representations are produced verbally. To tie the visual and verbal representations and the representational prac- tices to wider social practices, we develop and use the Extended Three-dimen- sional Model of discourse. Visual representations emerged as focal in bringing in the different viewpoints and as reference points for discussions. Our model pro- vided a focused and powerful means to unveil for the outside researchers how the planned changes in tasks and authority relationships instigated a social struggle. The IS designer was an outsider to the client organization and therefore consid- ered only the information system, not the social system in which it was intended to operate. Other participants did not recognize this, therefore, seeing the designer as furthering managerial interests. Seeing task redesign in the social context of a client organization can help IS designers and researchers to understand what the users see naturally, that is, the ISD as a dynamic, enabling but socially constrained process where different viewpoints are represented.

Perception and expectation gaps of information systems provider skills: the impact on user satisfaction

Abstract: . Past research indicates that expectations play a crucial role in the final satisfaction of users of information systems (IS). This includes expectations regarding the skill levels exhibited by the providers of the IS services and products. Typically, the expectations are examined as gaps from perceived performance or as gaps from realistic expectations. The interaction of these gaps has not been thoroughly explored in past research, although recent theories anticipate both gaps are crucial in meeting the desires of the users. A matched pair sample of IS users and IS providers is used to collect data on expected skill levels and perceived delivery of the skills demanded. Gaps, both between these two stakeholder groups regarding expectations and within the user group regarding perceived delivery, are found to impact user satisfaction in a two-way analysis. The results indicate that expectations should be managed to higher levels and commonly understood across the user and provider groups.

Client-Led Information System Creation (CLIC): navigating the gap

Abstract: . This paper offers a new framework to facilitate an interpretive approach to client-led information system development, referred to as CLIC (Client-Led Information System Creation). The challenge of moving seamlessly through a process of information systems (IS) design is still the subject of much research in the IS field. Attempts to address the difficulties of ‘bridging the gap’ between a client's business needs and an information system definition have hitherto not provided a coherent and practical approach. Rather than attempting to bridge the gap, this paper describes an approach to managing this gap by facilitating the clients’ navigating through the information system design process (or inquiry process) in a coherent manner. The framework has been developed through practice, and the paper provides an example of navigating through the design phase taken from an Action Research field study in a major UK bank.