The place and value of documentation in end-user computing

Abstract

A central problem in the management of end-user computing is providing quality support in a cost effective manner for a variety of application needs and different levels of expertise and motivation. The end-user computing literature has emphasized training and consultation mechanisms whose nature and purpose are much the same in end-user computing as they are in a traditional data processing environment. In the end-user environment, documentation has assumed a new role as a “point-of-need” support mechanism that merits serious attention. This paper identifies the characteristics of early adopters and reluctant users, describes the diversity of their support needs, discusses the advantages of particular support mechanisms for meeting specific end-user needs, and examines the relationship between user documentation and end-user satisfaction using a sample of 326 end-users. Apparently, quality user documentation is an important determinant of end-user satisfaction, especially satisfaction with the information content of decision support applications.