1. People and Information systems Summary chapter -08

2. IS affect or touch the people in many roles and ways. As users ( employees), customers, individuals, technical experts or managers IS affect people every day.

3. IS is focused on people as consumers and producers, so to be successful in business, companies should understand the end- user experience and make sure that the staff are motivated to the use of technology. Managing IS means to be mindful about the interactions between the systems and people who work with it.

4. The interaction ( contact) between contexts and people There are different contexts in IS such as External contexts, Internal contexts, and competitive contexts. For any technology, people will be most important part, because organisations do nothing, and people do things. Some technologies replace people, for example the automated processes, but they are mostly the part of customer service process. A complete experience is made only with the interactions with people. For example, eBay or Amazon are purely automatic, however the most important experience comes only with after-sale service, on-time delivery and customer support. People are active players to IS. If people believe a system will increase their power or support their cultural values, they will support those IS easily. If not, they will oppose the system. People observe IS by physical aspects(ease of use, design), the fit with the organisational strategy and its effects on social structures.

5. Human – Computer interaction

6. Overview: Map of Human Computer Interaction Input and Output Devices Dialogue Techniques Dialogue Genre Application Areas Ergonomics Evaluation Techniques Design Approaches Implementation Techniques and Tools Example Systems and Case Studies Human Language, Communication and Interaction Human Information Processing Use and Context Human-Machine Fit and AdaptationSocial Organization and Work Computer Graphics Dialogue Architecture Development Process A a

7. Human-computer interaction is also known as ergonomics.HCI means understanding both human user and computer system. It includes understanding the users, their tastes and the environment they work. Here physical and mental capabilities of users are taken into account. For example, the layout of screens, the brightness of the colour e.t.c. Again, it regards the human memory. Another issue in HCI is to understand the task an IS will support. An interface ( a point where two systems meet) between human and technological factors will help to understand how user react to an IS. Interface design means design IS ( computer, software, mobile communication devices, websites), focusing on user experiences. While designing an interface we have to follow five principles;  Naturalness – should be natural way to perform the task.  Consistency – the language and position of messages should be the same.  Relevance – on screen information should be important.  Supportiveness – the interface should give enough information to the user to perform the task.  Flexibility – interface design should be flexible according to the skills and preferences of people. (Think about an online banking system, so that you can understand this idea better)

8. As technology getting popular, HCI becomes important. The pressure of competition may make the companies to raise the performance of the staff, and this may risk the physical and psychological health of employees. HCI identifies these risks and encourage designers to make systems that are suitable with the physical attributes of the users. Technology acceptance model( TAM) & UTAUT( unified theory of the acceptance and use of technology) This is related to the topic called – whether or not people accept the use of technology? According to Davis, whether people accept the use of technology or not is depending on two factors; 1.Perceived Usefulness ( PU) – A person will use a particular IS, if it enhances his/her job performance. 2.Perceived Ease of use ( PEU) – users accept the system that they believe will be easy to use. Users accept the system that they believe will be easy to use.

9. According to the Unified Theory of the Use and Acceptance of Technology by Venkatesh there are four variables( something that changes) that decide the acceptance of systems; (please follow the diagram page 126)  Performance expectancy – the individual belief that the use of system may help in job performance.  Effort expectancy – the ease of use with the system.  Social influence – the influence of others to use the system.  Facilitating conditions – the support given for the use of the system. ( for example giving training for the use of a system)  Behavioral intentions – negative and positive attitudes of individuals towards the IS. All the variables are affected by Gender, Age, Experience, and Voluntariness of use. (Important assignment – page 218, please do it online )

10. Theories of human needs Human needs are complex and changing. It is important to understand the human needs when designing IS. According to the theory of motivation, people willing to do things if they feel that they can achieve personal goals. So, a human motivation is necessary to make people choose IS. Extrinsic rewards (promotions, pay), and Intrinsic rewards ( getting new skills) will motivate the people in accepting the IS.

11. The work design model This is another study to find out the motivating factors of people in accepting a system. According to work design model, manager in a company can change some elements of a job to meet human needs closely. According to work design model, there are five elements in the job, that creates motivation as follows; 1.Skill variety 2.Task identity 3.Task significance 4.Autonomy 5.Feed back

12. According to work design model we can motivate people by; Combining the tasks – people use more skills to complete the jobs. Form natural work groups – to perform full operation. Establish customer relations Vertical loading – employees take responsibility and control. Open feed back channel Using IS for commitment or control ? Managers can use IS for; 1.Control employees – to monitor 2.To increase the commitment from the employees – for example Google keeps a low level of control to get high commitment from the staff. Providing more information to the staff to perform the job will help the employees to work effectively and increase their self-control.

13. Systems that replace human skills and systems that compliment human skills People welcome the use of a machine, for a job that is boring, repetitive, error-prone( metal detector in airport for security checking). Because, people feel that the system can perform the job better, and these systems compliment their work. But people do not welcome the introduction of a machine that replaces their skills and experience. Because, it is causing the lose of job, or getting away from the task. A good IS design let the staff decision according to the situation, by providing accurate information. IS can be use to control the staff closely too. For example, ERP systems want the staff to follow the instructions on the screen strictly. If, IS create control over the staff, it may create negative feelings among the staff.

14. Managing Distributed work or using IS/IT to decide where and how people may work( where to work and how to work) There are two categories of practices that became so popular after the development of technologies;  Individualised working - telecommuting or teleworking, remote working.  Collective working – using technologies to distribute tasks in different units of an organisation and people work in the conventional way. 1. Remote working Technology has made it possible to let people work from remote locations. Again, it is making possible for the people to work away from office space. There are advantages and disadvantages for this developments as follows;

15. Advantages high job satisfaction lower family-work conflicts self control over the work high turnover reduced job related stress Disadvantages Harming the relationship with co-workers Can lead to misuse if not controlled Often the autonomy can create duplication on strategic objectives. ( see the diagram on page 229, 8.6) According to Belanger and collins distributed work arrangements are having 4 different characteristics;

16. 1. Individual characteristics - if an organisation decides to implement teleworking, the managers should identify as who will move to this system. The employees who need stimulation or support from colleagues cannot be moved to this arrangement. Here two factors are important; 1.Objectives – to reduce costs or to increase control of work schedule. 2.Skills – people with computer skills, self-sufficient, self disciplined and good communicators can adopt remote working easily. 2. work characteristics Whether work can be done remotely is based on the type of work. a.Pooled work – each staff contribute to the work with little communication. b.Sequential – a flow between workers, one worker continue on the work done by others. c.Reciprocal – highly interdependent d.Team – continuous flow and interdependent

17. 3. Organisational characteristics a. Goals – for example to save cost b. Culture – the values of organisation cannot be distributed through a computer. C. control –n remote working may create problems in social control and behavioral control 4. Technology characteristics It is related to the working environment such as facilities, IS and security. Collective remote working International organisations need staff from different locations to work together. This is possible by Group decision support systems, video- conferencing, virtual teams, e-mailing e.t.c. Here management must make sure supportive context for the technology.

18. The implications for the design – the socio-technical approach Why organisations should combine technical and social facilities? Organisations must combine both technical and social factors, this is known as socio-technical approach. The reason behind this idea is that both technology and social factors affects each other. A design of work that satisfies the social system may ignore technical requirements. Again, a technological friendly system may ignore users and customers. So, we need to design the work system as combination of material technology( tools, machines, technologies) with social factors ( capabilities of people, needs and relationship).