A short-form measure of user information satisfaction: a psychometric evaluation and notes on use
Journal of Management Information Systems
The measurement of end-user computing satisfaction
MIS Quarterly
Agents that reduce work and information overload
Communications of the ACM
Task complexity affects information seeking and use
Information Processing and Management: an International Journal
Communications of the ACM
The relevance of “work-practice” for design
Computer Supported Cooperative Work
The measurement of user information satisfaction
Communications of the ACM
A survey of system administrator mental models and situation awareness
SIGCPR '01 Proceedings of the 2001 ACM SIGCPR conference on Computer personnel research
Designing the User Interface: Strategies for Effective Human-Computer Interaction
Designing the User Interface: Strategies for Effective Human-Computer Interaction
The Vision of Autonomic Computing
Computer
System administrators are users, too: designing workspaces for managing internet-scale systems
CHI '03 Extended Abstracts on Human Factors in Computing Systems
Recovery Oriented Computing (ROC): Motivation, Definition, Techniques,
Recovery Oriented Computing (ROC): Motivation, Definition, Techniques,
Field studies of computer system administrators: analysis of system management tools and practices
CSCW '04 Proceedings of the 2004 ACM conference on Computer supported cooperative work
A Theoretical Integration of User Satisfaction and Technology Acceptance
Information Systems Research
Trust as an underlying factor of system administrator interface choice
CHI '06 Extended Abstracts on Human Factors in Computing Systems
Design guidelines for system administration tools developed through ethnographic field studies
Proceedings of the 2007 symposium on Computer human interaction for the management of information technology
In search of a complete and scalable systems administration suite
LSSA'97 Proceedings of the 1997 Workshop on Large Scale System Administration of Windows NT
Towards understanding IT security professionals and their tools
Proceedings of the 3rd symposium on Usable privacy and security
A human activity approach to user interfaces
Human-Computer Interaction
System administrators as broker technicians
Proceedings of the Symposium on Computer Human Interaction for the Management of Information Technology
A service delivery platform for server management services
IBM Journal of Research and Development
Heuristics for evaluating IT security management tools
Proceedings of the Seventh Symposium on Usable Privacy and Security
Fine-grained access-control for the Puppet configuration language
LISA'11 Proceedings of the 25th international conference on Large Installation System Administration
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System administrators are specialized workers and computer users. As skilled workers in complex and high-risk environments, intuition tells us this unique user group may have requirements of the systems and software they use that differ from the requirements of regular computer users. An examination of system administrator work practices sheds light on the system attributes and characteristics they need to do their jobs. Through shadowing, interviews, and a review of previous system administrator studies, we present information and system quality attributes that appear to be important to system administrators. Following a discussion of these attributes, we present a model of user satisfaction that provides actionable guidance and an integration of the attributes. We close with a discussion of the research findings and a call for future research in this area.