A Framework to Evaluate and Overcome User Anticipations and Concerns from New IT System

Abstract

The introduction of new technology presents a unique set of challenges which are unlike from any other change process. It brings itself changes which directly impacts user's performance and their day to day activities. Due to its profound impact on the user, they tend to have certain anticipations and concerns from the new technology which influence the acceptance of new technology. Adopting key informants interview methodology, user anticipations and concerns arising from the new technology are identified. The findings suggest that generally users' expectations and concerns are drawn from their previous experience with the IT system and they tend to view a new implementation as what is in there for them. The paper concludes by providing a framework overcoming the resistance to the new system by incorporating key factors relating to the user anticipation and concern, and suggesting strategies to improve successful adoption and to increase user involvement.