If We Build It, They Will Come: Designing Information Systems That People Want to Use

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Why are some information systems that companies have invested millions of dollars in developing never used or avoided by the very people who are intended to use them? In building systems, the company may optimize one part of a process and end up creating less than optimal performance for the process as a whole. The authors argue that companies should approach system building as business process reengineering and ensure that implementability is built in. They present a case study of an expert system for sales reps at a computer company, show why the reps were reluctant to use it, and offer suggestions for how the system could have been redesigned to solve the company's problem.   

M. Lynne Markus is professor of information science, The Claremont Graduate School. Mark Keil is assistant professor, Computer Information Systems Department, College of Business Administration, Georgia State University.

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