ABSTRACT

Previous research has established that leaders in information and communication technology (ICT) are crucial for establishing a user-centred systems design perspective in ICT for work-related tasks. This paper therefore describes the perspectives of 18 ICT leaders in three kinds of leadership roles (managers, project leaders and specialists) in order to understand their views of user-centred systems design concerning ICT. It uses the concept of technological frames of reference to analyse three domains: technology-in-use, technology strategy and nature of technology. The results show that many specialists see user involvement as a critical factor in successfully establishing new information and communication technologies, but that these systems are currently built around the needs of management rather than end users. Looking forward, all three relevant social groups are optimistic about how ICT will become more user-centred and more strategically aligned in the future. However, changes in ICT are described as extremely energy-consuming and difficult – akin to ‘walking in the jungle with a machete’. Finally, we discuss the relevance of technological frames and present some implications for the successful establishment of user-centred system design as a perspective in organisations.

摘要

先前的研究已经确定，信息和通信技术（ICT）的领导者对于在ICT中建立与工作相关的任务以用户为中心的系统设计观点至关重要。因此，本文描述了18位ICT领导者在三种领导角色（经理，项目负责人和专家）中的观点，以便了解他们对于以ICT为中心的以用户为中心的系统设计的观点。它使用技术参照系的概念来分析三个领域：使用中的技术，技术战略和技术性质。结果表明，许多专家认为用户的参与是成功建立新的信息和通信技术的关键因素，但是这些系统当前是根据管理的需求而不是最终用户而构建的。期待，所有这三个相关的社会团体都对ICT在未来如何变得以用户为中心并在战略上更加统一持乐观态度。但是，信息通信技术的变化被描述为极其耗能且困难的，类似于“用砍刀在丛林中行走”。最后，我们讨论技术框架的相关性，并提出一些对成功建立以用户为中心的系统设计的意义，作为组织的一个视角。