Challenges of information system use by knowledge workers: The email productivity paradox

Abstract

AbstractWith the growing importance of social media, cloud computing and mobile device interactions, the digital work environment is being perpetually transformed while forcing users to adapt to the emerging technologies. In this volatile environment, research leading to innovative approaches to better support the information practices of knowledge workers is acquiring a critical importance. Aiming to improve the technological and organizational policy‐making decisions for the implementation of new information systems, this paper examines the current challenges of 34 knowldege workers using information systems to perform their daily tasks. A qualitative research approch entailing the use of semi‐directed interviews and diary journals is followed to this end. The outcomes of this research are both theoretical and practical. This research provides a critical insight into the key challenges facing knowledge workers in the digital work environment. From a purely practical perspective, this study helps uncover the needs and expectations of knowledge workers as they use email and other technologies to achieve their work tasks. In light of this study, the technological and organizational policy‐making decisions for the implementation of new information systems must ensure that email as a tool drives true productivity and avoids the productivity paradox.