Plans and situated actions: the problem of human-machine communication
Plans and situated actions: the problem of human-machine communication
Factors of success for end-user computing
Communications of the ACM
Champagne training on a beer budget
Communications of the ACM
Differences in end-user computing support and control across user departments
Information and Management
Exploring the measurement of end user computing success
Journal of End User Computing - Special issue on end user computing: clarity, change, choice
A model of end user attitudes and intentions toward alternative sources of support
Information and Management
Investigating information systems with action research
Communications of the AIS
Determinants of user satisfaction with the support function
SIGCPR '02 Proceedings of the 2002 ACM SIGCPR conference on Computer personnel research
Research in progress: where are all the people? the curious case of one-person IT departments
Proceedings of the 2007 ACM SIGMIS CPR conference on Computer personnel research: The global information technology workforce
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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.