Designing a peer-based support system to support shakedown
Journal
International Conference on Information Systems (ICIS)
Type
conference paper
Date Issued
2017
Author(s)
Research Team
IWI6
Abstract
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.
Language
English
Keywords
design
peer
peer based
peer support
support system
HSG Classification
contribution to practical use / society
Publisher place
Seoul, South Korea
Event Title
International Conference on Information Systems (ICIS)
Event Location
Seoul, South Korea
Event Date
10-13 Dec 2017
Division(s)
Eprints ID
252033
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Name
JML_670.pdf
Size
917.91 KB
Format
Adobe PDF
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