Organization and management of the information center: case studies
SIGCPR '85 Proceedings of the twenty-first annual conference on Computer personnel research
The management of end user computing
Communications of the ACM
An investigation of the information center from the user's perspective
ACM SIGMIS Database
Management considerations for an information center
IBM Systems Journal
Documentation for user-developed applications with high documentation requirements
ACM SIGDOC Asterisk Journal of Computer Documentation
SIGCPR '88 Proceedings of the ACM SIGCPR conference on Management of information systems personnel
User cube: a taxonomy of end users
Communications of the ACM
Management control of end-user computing a description of research in progress
SIGCPR '92 Proceedings of the 1992 ACM SIGCPR conference on Computer personnel research
MIS as change agent: an extension of innovation diffusion theory
SIGCPR '92 Proceedings of the 1992 ACM SIGCPR conference on Computer personnel research
The management of end-user computing: status and directions
ACM Computing Surveys (CSUR)
Collaborative conceptual schema design: a process model and prototype system
ACM Transactions on Information Systems (TOIS)
Examining workgroup influence on technology usage: a community of practice perspective
SIGCPR '00 Proceedings of the 2000 ACM SIGCPR conference on Computer personnel research
Antecedents and consequences of job satifaction among information center employees
SIGCPR '92 Proceedings of the 1992 ACM SIGCPR conference on Computer personnel research
Understanding intranets in the context of end-user computing
ACM SIGMIS Database
Antecedents and consequences of job satisfaction among information center employees
Journal of Management Information Systems - Special section: Research in integrating learning capabilities into information systems
Testing the determinants of microcomputer usage via a structural equation model
Journal of Management Information Systems - Special section: Navigation in information-intensive environments
Impacts of end-user and information center characteristics on end-user computing support
Journal of Management Information Systems
A motivational model of microcomputer usage
Journal of Management Information Systems
Journal of Management Information Systems
Developing service assessment metrics
Proceedings of the 39th annual ACM SIGUCCS conference on User services
The establishment and management of corporate intranets
International Journal of Information Management: The Journal for Information Professionals
Information Resources Management: Improving the Focus
Information Resources Management Journal
Information Resources Management Journal
Exploring a "Gap" Model of Information Services Quality
Information Resources Management Journal
Assessing the Impact of Information Centers on End-User Computing and Company Performance
Information Resources Management Journal
The role of decision-making support systems in IT service management processes
Intelligent Decision Technologies - IT Service Management and Engineering: An Intelligent Decision-Making Support Systems Approach
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The rapid growth of end-user computing is a double-edged sword: it offers new opportunities for improving the effectiveness of organizations, but it also create new risks for a firm's information resources. This paper describes an organized approach for effectively managing end-user computing. It is based on the definition of "service support levels" which link support services to responsibilities. These levels form the basis of a cooperative effort between the MIS department and the end user.