Communication skills importance and proficiency: perception differences between IS staff and IS users

  • Authors:

  • Henry H. G. Chen;Ruth Miller;James J. Jiang;Gary Klein

  • Affiliations:

  • Department of Information Management, College of Management, National Chung Cheng University, Taiwan;Department of Computer Information Systems, University of Louisiana at Monroe, Monroe, LA 71209, USA;Department of Information Management, College of Management, National Chung Cheng University, Taiwan and Department of Management Information Systems, University of Central Florida, Orlando, FL 32 ...;College of Business and Administration, University of Colorado at Colorado Springs, 1420 Austin Bluffs Parkway, Colorado Springs, CO 80933-7150, USA

  • Venue:
  • International Journal of Information Management: The Journal for Information Professionals
  • Year:
  • 2005

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Abstract

Communication between information system (IS) professionals and IS users must be effective in order develop successful systems. Users have a set of expectations of communication skills and a perception of how well the IS professionals exhibit the skills during interactions. IS professionals have different views of the importance of communication and of their own performance. This communication gap is tested with a matched sample of IS users and IS professionals. A gap is found in the importance the different groups place on communication skills and a larger gap is found in the perceived presence of the skills in the IS professionals. The study indicates a need on the part of the IS professional to understand the preferred methods of communication in addition to the information requirements of the organization.