Designing a peer-based support system to support shakedown

Many problems of software implementations appear after roll-out during the shakedown phase. Research have shown that peer advice ties are more effective and preferred by users than traditional IT support structures. However, large organizations are often shrouded in anonymity and individuals often don’t know which peer to ask for advice, resorting to help desks as a last resort. The paper addresses the challenges of peer advice ties as support structure by presenting a peer-based support system (PBSS) design to address emerging problems of individuals during shakedown. By applying design science research and theory of interaction as explanatory theory for peer advice to derive design requirements. Based on the informational, timeliness and contextual advantages of peer advice ties, we develop tentative design principles, which aids in identifying and creating interaction among peers. The contribution lies in prescriptive knowledge on how systems should be designed to support peer advice as support structures.

[1]  Juhani Iivari,et al.  Determinants of user participation , 1995, ECIS.

[2]  Diane M. Strong,et al.  Understanding Organization-Enterprise System Fit: A Path to Theorizing the Information Technology Artifact , 2010, MIS Q..

[3]  R. Gagne.  Learning outcomes and their effects: Useful categories of human performance. , 1984 .

[4]  Alexander Maedche,et al.  Designing a Requirement Mining System , 2015, J. Assoc. Inf. Syst..

[5]  Stephen L. Vargo,et al.  Service-dominant logic: continuing the evolution , 2008 .

[6]  Luis Miguel,et al.  (THREE TYPES OF INTERACTION (3TI) IN ONLINE LEARNING OF CURRICULUM AND TEACHING CAPACITIES (CTCS) OF TEACHERS OF THE CANARY ISLANDS' EDUCATIONAL SYSTEM) , 2011 .

[7]  Björn Niehaves,et al.  Design Principles for a Social Question and Answers Site: Enabling User-to-User Support in Organizations , 2014, DESRIST.

[8]  Shan Ling Pan,et al.  Enterprise Systems Use: Towards a Structurational Analysis of Enterprise Systems Induced Organizational Transformation , 2007, Commun. Assoc. Inf. Syst..

[9]  Monideepa Tarafdar,et al.  The Consequences of Technostress for End Users in Organizations: Conceptual Development and Empirical Validation , 2008, Inf. Syst. Res..

[10]  Joy Wei He.  Knowledge Management Systems Usage: The Role of Social Relationships and Organizational Facilitating Conditions , 2005, AMCIS.

[11]  Rajeev Sharma,et al.  The Contingent Effects of Training, Technical Complexity, and Task Interdependence on Successful Information Systems Implementation , 2007, MIS Q..

[12]  Jay F. Nunamaker,et al.  The Last Research Mile: Achieving Both Rigor and Relevance in Information Systems Research , 2015, J. Manag. Inf. Syst..

[13]  Shirley Gregor,et al.  The Anatomy of a Design Theory , 2007, J. Assoc. Inf. Syst..

[14]  Robert M. Davison,et al.  Information technology to support informal knowledge sharing , 2013, Inf. Syst. J..

[15]  Janet Smithson,et al.  Using and analysing focus groups: Limitations and possibilities , 2000 .

[16]  Alan R. Hevner,et al.  POSITIONING AND PRESENTING DESIGN SCIENCE RESEARCH FOR MAXIMUM IMPACT 1 , 2013 .

[17]  Andreas Janson,et al.  Flipping the IS Classroom - Theory-Driven Design for Large-Scale Lectures , 2014, ICIS.

[18]  Kevin Crowston,et al.  Discontinuities and continuities: a new way to understand virtual work , 2002, Inf. Technol. People.

[19]  E. Wenger.  Communities of practice: learning as a social system , 1998 .

[20]  Linda G. Wallace,et al.  The adoption of software measures: A technology acceptance model (TAM) perspective , 2014, Inf. Manag..

[21]  Tracy Ann Sykes.  Support Structures and Their Impacts on Employee Outcomes: A Longitudinal Field Study of an Enterprise System Implementation , 2015, MIS Q..

[22]  Terri A Meehan-Andrews.  Teaching mode efficiency and learning preferences of first year nursing students. , 2009, Nurse education today.

[23]  Vijay K. Vaishnavi,et al.  Design Science Research Methods and Patterns: Innovating Information and Communication Technology , 2007 .

[24]  Wenpin Tsai,et al.  Social networks and organizations , 2003 .

[25]  M. Kilduff.  The friendship network as a decision-making resource: Dispositional moderators of social influences on organizational choice. , 1992 .

[26]  Robert W. Zmud,et al.  The Implementation Process: A Change Approach , 1979, MIS Q..

[27]  Alistair Cockburn,et al.  Agile Software Development: The Business of Innovation , 2001, Computer.

[28]  Alexander Maedche,et al.  The Effect of Learning on the Effective Use of Enterprise Systems , 2016, ICIS.

[29]  Steven B. Andrews,et al.  Power, Social Influence, and Sense Making: Effects of Network Centrality and Proximity on Employee Perceptions. , 1993 .

[30]  Karim R. Lakhani,et al.  Online Community as Space for Knowledge Flows , 2016 .

[31]  Rachel Chen,et al.  Oppia: A Community of Peer Learners to Make Conversational Learning Experiences , 2016, CSCW '16 Companion.

[32]  M. Markus,et al.  The Enterprise System Experience— From Adoption to Success , 2000 .

[33]  A. Ritter.  Human Communication Theory And Research Concepts Contexts And Challenges , 2016 .

[34]  Dale Goodhue,et al.  What Happens After ERP Implementation: Understanding the Impact of Interdependence and Differentiation on Plant-Level Outcomes , 2005, MIS Q..

[35]  Sue Newell,et al.  Exploring the Importance of Participation in the Post-Implementation Period of an ES Project: A Neglected Area , 2007, J. Assoc. Inf. Syst..

[36]  Stephen L. Vargo,et al.  Evolving to a New Dominant Logic for Marketing , 2004 .

[37]  Diane Liang Rulke,et al.  Distribution of Knowledge, Group Network Structure, and Group Performance , 2000 .

[38]  Xiaojun Zhang,et al.  "Doctors Do Too Little Technology": A Longitudinal Field Study of an Electronic Healthcare System Implementation , 2011, Inf. Syst. Res..

[39]  Alexandra Durcikova,et al.  The Role of Knowledge Repositories in Technical Support Environments: Speed Versus Learning in User Performance , 2005, J. Manag. Inf. Syst..

[40]  Judith Lyons,et al.  Peer learning a pedagogical approach to enhance online learning: A qualitative exploration. , 2016, Nurse education today.

[41]  Viswanath Venkatesh,et al.  Model of Acceptance with Peer Support: A Social Network Perspective to Understand Employees' System Use , 2009, MIS Q..

[42]  H. Walberg,et al.  What Influences Learning? A Content Analysis of Review Literature , 1990 .

[43]  Christoph Peters,et al.  Mastering Shakedown through the User - the Need for User-Generated Services in Techno Change , 2016, ECIS.

[44]  Tzu-Chien Liu,et al.  Embedding EduClick in Classroom to Enhance Interaction , 2004 .

[45]  W. Bruce Croft,et al.  Hierarchical Language Models for Expert Finding in Enterprise Corpora , 2008, Int. J. Artif. Intell. Tools.

[46]  Everett M. Rogers,et al.  Communication Networks: Toward a New Paradigm for Research , 1980 .

[47]  A. Hollingshead.  Retrieval processes in transactive memory systems , 1998 .

[48]  K. Williams,et al.  Many Hands Make Light the Work: The Causes and Consequences of Social Loafing , 1979 .

[49]  Alan R. Hevner,et al.  Design Science Research in Design Science Research in Information Systems , 2011 .

[50]  Zane L. Berge,et al.  Creating Student Interaction within the Educational Experience: A Challenge for Online Teachers , 2009 .

[51]  Fatih Cevik,et al.  Design Prinzipien für Microlearning Crowdsourcing-Systeme - Konzept für audiovisuelle Mediengestaltung , 2017 .

[52]  S. Ghoshal,et al.  Social Capital, Intellectual Capital, and the Organizational Advantage , 1998 .

[53]  Wynne W. Chin,et al.  The Effect of Feedback on Change in Post-Adoption Use of Information Systems , 2015, ICIS.

[54]  Mark S. Granovetter.  Economic Institutions as Social Constructions: A Framework for Analysis , 1992 .

[55]  Katja Thoring,et al.  DESIGN THINKING VS. LEAN STARTUP: A COMPARISON OF TWO USER-DRIVEN INNOVATION STRATEGIES , 2012 .

[56]  M. Eraut,et al.  Informal learning in the workplace , 2004 .

[57]  John Riedl,et al.  SuggestBot: using intelligent task routing to help people find work in wikipedia , 2007, IUI '07.

[58]  Paul P. Maglio,et al.  The service system is the basic abstraction of service science , 2009, Inf. Syst. E Bus. Manag..

[59]  Martin Bichler,et al.  Design science in information systems research , 2006, Wirtschaftsinf..

[60]  Anne Beaudry,et al.  The Other Side of Acceptance: Studying the Direct and Indirect Effects of Emotions on Information Technology Use , 2010, MIS Q..

[61]  William J. Kettinger,et al.  When users are IT experts too: the effects of joint IT competence and partnership on satisfaction with enterprise-level systems implementation , 2009, Eur. J. Inf. Syst..

[62]  M. Lynne Markus,et al.  Technochange management: using IT to drive organizational change , 2004, J. Inf. Technol..

[63]  Radhika Santhanam,et al.  Postimplementation Knowledge Transfers to Users and Information Technology Professionals , 2007, J. Manag. Inf. Syst..

[64]  Jan Marco Leimeister,et al.  Peer Creation of E-Learning Materials to Enhance Learning Success and Satisfaction in an Information Systems Course , 2012, ECIS.

[65]  Mikko T. Siponen,et al.  Improving Employees' Compliance Through Information Systems Security Training: An Action Research Study , 2010, MIS Q..

[66]  M. R. Luz,et al.  Learning with their peers: Using a virtual learning community to improve an in-service Biology teacher education program in Brazil , 2014 .