Assessing the impact of expert systems: The experiences of a small firm

Abstract The impacts of information processing technologies have been the subject of considerable debate for some time now. Several alternate views to assessing impacts have been proposed, predominantly in the context of management information and decision support systems. In the case of expert systems technology, the few systems described in the literature have primarily been deployed in large firms with significant resource outlays. This article details the significant impact of expert systems technology on a small firm—a regional credit union. Employing an assessment framework that examines the effects of information technology at the level of both product and process, impact is assessed along two orthogonal dimensions of breadth (local and global effects) and depth (direct and induced effects). Furthermore, the framework suggests how a longitudinal evaluation that allows for a consideration of both system impact and potential obsolescence may be conducted. Although the framework is used here to assess the impact of a specific application, it has broader applicability to other types of systems as well.