Differences in end-user computing support and control across user departments

Abstract Although the diversity of end-users is well recognized in the end-user computing (EUC) management literature, a potentially important context factor remains little addressed: user department variables. The objective of this exploratory study was to identify variables at the department level that may be important for explaining differences in usage of support sources and awareness of control policies at the individual level. Semi-structured interviews were held with user managers in three functional departments and information systems (IS) managers within the same organization. The interview data were then used to customize questionnaires for end-users on the usage of EUC support sources and awareness of EUC control policies in the same three departments. Significant differences were found across the departments. The interview data suggest that, while the business activities of the department may explain some of these differences, three other department-level variables appear to be influential: (i) the department manager's preferences for EUC support sources, (ii) the department manager's perceptions of EUC risks, and (iii) EUC policies at the department level. Our findings imply that department-level context variables need to be taken into account in future EUC research, and a ‘one size fits all’ approach to EUC support and control may not be the most effective IS management approach in practice.