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An Investigation into the Affect of Poor End User Involvement on Electronic Document Management System (EDMS) Implementation

By Michael Grange and Malcolm Scott


Electronic Document Management Systems (EDMS) are employed by many companies to improve the flow of information by improving document handling both inbound and outbound though their organisation. However as EDMS are a form of information system they are susceptible to flaws in design. End user satisfaction is one of the more common measures of success of an information system. The purpose of this study is to establish whether a link between end user satisfaction and the perceived success of an EDMS really exists. To assess the impact of end user satisfaction on the implementation of an EDMS existing academic theory was applied to a case study of a north-east firm in the construction sector. Primary data was collected using semi-structured interviews and questionnaires and were analysed using a conversation analysis and simple statistical analysis. Findings based on the information gathered were that end users felt there was a lack of involvement during the design and implementation phases, feedback was actively collected but their was a distinct lack of communication between end user and development staff. The amount of interaction end users believed they had during the design stage directly impacted on their overall happiness with how the system affected their working practices. The conclusions drawn for this study were that there indeed exists a link between the perceived success of an EDMS and the involvement of its end users during its implementation stage. The end user’s requirements need to be carefully assessed before implementing an EDMS to significantly improve the chances of the systems succes

Topics: G500
Year: 2010
OAI identifier:

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