The Organizational Interface: A Method for Supporting End Users of Packaged Software.

Author List: Trauth, Eileen M.; Cole, Elliot;
MIS Quarterly, 1992, Volume 16, Issue 1, Page 35-53.
The growth of end-user computing and the trend toward the use of packaged software have focused greater attention on issues related to user support. A varied user population is requiring more tailored support, yet vendor-supplied software with a generic interface is increasingly being used. Four case studies illustrate ways in which organizational forms of support can enhance or overcome the limitations of the software interface. A framework called the organizational interface incorporates these organizational mechanisms by integrating the computer-human interaction (CHI), management information systems (MIS), and end-user computing (EUC) approaches to user support. This framework can be used in the design of end-user systems developed with packaged software and for retrofitting outdated user interfaces for an end-user computing environment. The organizational interface provides IS and end-user managers with a means to consider alternative methods of providing support for systems based on purchased software with fixed user interfaces.
Keywords: computer- human interaction; End-user computing; ergonomics; human factors; information centers; software inter- face; user interface; user support
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List of Topics

#283 0.277 interface user users interaction design visual interfaces human-computer navigation human need cues studies guidelines laboratory functional developed restricted know guided
#248 0.238 computing end-user center support euc centers management provided users user services organizations end satisfaction applications article ibm step field policies
#77 0.170 information systems paper use design case important used context provide presented authors concepts order number various underlying implementation framework nature
#44 0.088 approach analysis application approaches new used paper methodology simulation traditional techniques systems process based using proposed method present provides various
#232 0.086 software development product functionality period upgrade sampling examines extent suggests factors considered useful uncertainty previous called complementarities greater cost present
#1 0.067 organizational organizations effectiveness factors managers model associated context characteristics variables paper relationships level attention environmental technological based maturity organization's relationship