Computer mediated work: the interplay between technology and structured jobs
Communications of the ACM - Special section on management of information systems
The measurement of user information satisfaction
Communications of the ACM
A learning model of information systems: the effects of orienting materials, ability, expectations, and experience on performance, usage, and attitudes (advance, cognitive organizers, office automation, electronic mail, computers)
The measurement of end-user computing satisfaction
MIS Quarterly
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A large eastern US university recently installed components of a so-called "Administrative Information System" (AIS), which will eventually encompass most office functions in the entire university. Part of this system includes an electronic mail function, which appeared to fail miserably in both long- and short-term points of view. This is a short description of the system, the data collection procedures, and the results. A more complete description can be found in Galletta (1985).Although the original study focused on performance of subjects following certain training approaches, other measures were also taken. In particular, attitudes of users were measured before training, after the system was installed for one month, and again after one year. Extent of system usage was also measured in both post-installation cases.