Advanced Office Systems

An Empirical Look at Utilization and Satisfaction

by Tora K. Bikson, Barbara A. Gutek


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Presents preliminary research findings from a study of advanced office systems (55 offices participated). Several findings relevant to the implementation of advanced office systems emerged from early analyses: (1) White collar offices can be classified into four types: management and administration, data-oriented professional, text-oriented professional, and support. (2) White collar work forms systematic clusters of information-handling activities, some of which are performed by nearly everyone in an organization. (3) A large percentage of employees, including senior managers and professionals, already use computers in their work and most nonusers expect to do so in the future. (4) Four aspects of computer systems underlie user satisfaction: functionality, equipment performance, interaction features, and office environment. Among these, satisfaction with functionality is the best predictor of use of the system. (5) The most important organizational influences on use of and satisfaction with information technology are variety in work and the organization's approach to technological change.

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