Evaluating End-User Support: Validating the Use of Multiple Media in a CSCW Application

Abstract

Human-centred views on information systems are gaining more and more attention in IS community. The need to evaluate information systems from such a perspective is thus evident. In this paper, we exploit our earlier developed theoretical framework for evaluating end-user support in information systems, and demonstrate its usage in validating the use of multiple communication and collaboration media in a CSCW application. The evaluation is performed in terms of user perception in ISD process, users’ role in organizational information processing, and users’ behavioural nuances. Our study shows that a context specific theoretical framework is useful in validating the empirical results of systems use and in helping one to concretise and identify different viewpoints that are relevant for human-centered information systems development.