Chapter 9: End User Support Usage

Robin Munkvold
Nord-Trøndelag University College, Norway

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Abstract

This study explores how different end user qualities affect actual use of support sources in organizations. It identifies three qualities: information technology- skills; computer self-efficacy; information technology (IT) -involvement. Sources of support are divided in: formal sources of support; informal sources of support; use of internal documentation and use of external documentation. Hypotheses are tested empirically through a cross sectional study in a large Norwegian organization. The results show end user qualities in varying degree may affect the end users' choice of different support sources. The study also shows access to a computer expert and giving collegial support might be important factors for explaining the variation in the end users' choices of support services.