Copyright 2006 - John Wiley & Sons, Inc Chapter 2 Organizational and Business Context HCI:...

Copyright 2006 - John Wiley & Sons, Inc

Chapter 2 Organizational and Business Context

HCI: Developing Effective Organizational Information Systems

Dov Te’eniJane CareyPing Zhang


Chapter 2 sets the stage by giving the context of HCI

6

Affective

Engineering

9

Organizational

Tasks

4

Physical

Engineering

7

Evaluation

8

Principles &

Guidelines

11

Methodology

12

Relationship, Collaboration,

& Organization

10

Componential

Design

3

Interactive

Technologies

5

Cognitive

Engineering

Context Foundation Application

Additional Context

1

Introduction

2

Org &

Business

Context

13

Social &

Global Issues

14

Changing Needs of IT

Development & Use

Learning Objectives

Understand the difference between the levels of individual, work group, and organization.

Define and discuss individual-level systems. Define and discuss work group–level

systems. Define and discuss organizational-level

systems. Define and discuss inter-organizational-level

systems.


Why study HCI?

To help make IS users more productive, To help IS professionals develop more

usable and successful systems, To enhance organizational effectiveness, To provide researchers with cohesive and

cumulative knowledge for theory building, and,

To apply this theoretical knowledge to enhance real information systems.


Organization of this chapter

This chapter sets the stage for the study of human–computer interaction (HCI) in organizations.

The levels of interaction (task, syntax, semantics, and lexical) help to organize the different sections of this chapter.

Tasks are categorized as structured, semi-structured, or unstructured.

We introduce the various levels of systems which are individual, work group, organizational, and inter-organizational.

HCI as a means for overcoming human limitations.


Individual Level Systems

CustomersSelf ServiceOrdering systems

RecruitsResume self- serviceBenefits enrollment

Office Support StaffDocument preparation systemsData entry systemsCustomer service systems

Knowledge WorkersComputer Assisted Design and

Manufacturing systemsSystems development environments

Middle ManagersDecision Support Systems

ExecutivesDecision Support SystemsExecutive Support Systems

Office Support StaffDocument preparation systemsData entry systemsCustomer service systems

Knowledge WorkersComputer Assisted Design and

Manufacturing systemsSystems development environments

Middle ManagersDecision Support Systems

ExecutivesDecision Support SystemsExecutive Support Systems

External Systems Internal Systems


Individual Level Systems:Office Automation Systems Office Automation Systems: Systems

designed to automate and support the work of white-collar support staff members. Interface consistency is critical to the success of these systems.


Individual Level Systems: Document Preparation Systems Document Preparation Systems: Office

Automation systems that are designed to support document preparation such as word processors, presentation software, publication software, and others.

Examples: word processors, spreadsheets, presentation and desktop publishing software.


Document Preparation Systems (Multi-layer Model – task, semantic, syntactic, lexical)

Tasks Create useful, meaningful, and aesthetically pleasing documents Easy and accurate input Management and output of unstructured data and some structured

data such as tables Semantics and Syntactical

Documents or Files (open, save, print) Blocks of text (cut, paste, copy, move, find) Objects (pictures, tables, charts) Tools (spell check, Thesaurus)

Lexical Menus Dialog boxes Message boxes Icons


Document Preparation Systems

Figure 2.2 Screen shot of File Menu and text in Microsoft® Word®

Figure 2.3 Screen shot of Edit Menu in Microsoft® Word ®


Individual Level Systems: Data Entry Systems Data Entry Systems: Systems used to

support the manual processes of data entry. These systems are generally proprietary and developed in-house specifically to accomplish data entry tasks.


Data Entry Systems (TSSL)

Task: to support entry of data to give the user control to eliminate redundant entries support natural navigation of the screens

Semantic: save, open, update, delete, create, and append.


Syntactical: Form fields:

Labels, Text-boxes, Check boxes, List boxes, Combo boxes, Command buttons, etc.

Lexical: Short-cut keys Tab keys Mouse clicks Interfaces that are easy to read and easy to learn.

Data Entry Systems (TSSL)


Data Entry Systems

Figure 2.5 Screen Shot from a Self-serve Internet Order Form


Individual Level Systems: Customer Account Management Systems

Customer Account Management Systems: These systems support the management of customer accounts. They may be purchased as part of an “off-the-shelf” system.


Task: transfer funds, make payments, check balances, apply for new accounts, etc.

Semantic: Login Retrieval of accounts Payments Transfers

Syntactical: Submitting a parameter (like an account number) Retrieving information

Lexical: Mouse clicks Keystrokes List selection

Customer Account Management Systems (TSSL)


Individual Level Systems: Decision Support Systems Decision Support Systems: Single-user

systems designed to support decision making. DSS components include: database, model-base and user interface. The user interface is critical to the success of a DSS.

Decision Support Systems (TSSL) Tasks:

Sales forecasting, Resource allocation, Scheduling, Routing, Cost minimization, Profit maximization, etc.

Semantic: Problem definition, Data selection, Model selection, Execution.

Syntactical: Tables Mathematical functions

Lexical: Input - Q&A Output - graphical format Help


Decision Support Systems

Figure 2.8 Sales Forecasting


Individual Level Systems: Executive Support Systems Executive Support Systems: Strategic

systems designed to support executives. These systems give executives the capability of viewing data from an aggregate level and they allow “drill down” to the more detailed level of data to help executives understand the nature of the aggregate level of data.


Executive Support Systems (TSSL)

Tasks: monitor the critical success factors Semantic:

information retrieval Find Open Extract Summarize etc.

Syntactical: SQL (Structured Query Language) Predefined reports

Lexical: Natural language interface Query-by-Example


Executive Support Systems

Figure 2.9 An ESS Interface

Task Nature User Type System Organizational Concern Interface Focus

Routine, repetitive,

Highly structured

Office support staff

DocumentPreparation

Technology Acceptance User ProductivityUser Satisfaction

Document

Data entry staff or Customer self-

entry via Internet forms

Data Entry User ProductivityUser SatisfactionFlowTrustTechnology acceptance

Data entry form

Customer service representatives or

Customer self-service via Internet

Customer Account Management

Technology acceptanceTrustMotivation to use

Account

Intermittent,Semi- or

unstructured

Upper or middle-level managers

Decision Support Systems

Technology acceptance TrustMotivation to use

Graphs and charts

Executive Support Systems

Technology acceptanceTrustMotivation to use

Graphs ChartsVisualization

Table 2.1 Summary Table for Individual User Level in the Organizational Context


Work Group Level Systems

Work Group Level: Groups of people who work together such as departments and project teams.


Work Group Level Systems: Project Management Systems (PMS)

Project Management Systems: Systems designed to support the management of projects. These systems include mechanisms for decomposing large tasks into smaller, more manageable subtasks. They also include modules that help to manage resources including time, labor, and money.


Tasks: Manage

Time, Cost, Resources, etc.

Semantic: Activities, Durations, Dependencies, Work break down structures.

Syntactical: Rules Cells

Lexical: Similar to a spreadsheet.

Work Group Level Systems: Project Management Systems (TSSL)


Work Group Level Systems: Project Management Systems

Figure 2.10 GANTT CHART and Work Breakdown Structure


Work Group Level Systems:Work Flow Management Systems

Work Flow Systems: Systems that are designed to manage the flow of work. These systems include routing information (the path that work follows from person-to-person or department-to-department). Other components of work flow systems include version control and work specification.

Work Group Level Systems:Work Flow Management Systems (TSSL) Tasks:

Discrete activities Computer operations Rules

Semantic: Workflow type definition Activity Transition conditions Invoked application

Syntactical: Symbols Terms

Lexical: Selection (drag and drop) Build diagrams

Work Group Level Systems:Work Flow Management Systems

Figure 2.13 Work flow diagram chart.


Work Group Level Systems:Group Support Systems (GSS) Group Support Systems: Systems designed

to support group processes including: decision making, communication, meetings, document control, calendaring, and others.

Work Group Level Systems:Group Support Systems (GSS) Summary Table

Tasks Duration

User type

Technical staff

System

Work Flow Systems

Organizational Concern

Shared Workspace

Interface Focus

Tasks

Flow diagrams

Project Management

Ad hoc User reps Project Management Systems

Group Satisfaction,

Coordination,

Leadership,

Motivation

Work Breakdown Structures

Gantt charts

PERT charts

Managerial

Strategic Decision Making

On-going Managers Group Support Systems

Coordination,

Anonymity,

Leadership

Graphs

Charts

Organization

Charts

Table 2.2 Summary Table of Work Group Level in the Organizational Context


Organizational Level Systems

Organizational Level: These systems are designed to support the entire organizational entity and include communications, personnel management, and organizational learning.


Organizational Level Systems:Communication Systems Enterprise Communication Systems:

Systems designed to support enterprise-level communications including email systems and conferencing systems.


Organizational Level Systems:Communication Systems Task:

Messaging Threaded discussions Chatting Asynchronous communication Calendar-related functions

Semantic: Send Open Reply Organize Delete, etc.

Syntactical: time and/or date related

Lexical: Mouse-clicks Keystrokes

Organizational Level Systems:Communication Systems

Figure 2.15 Screen for Outlook Calendar.


Organizational Level Systems:Enterprise Resource Planning (ERP) Enterprise Resource Planning (ERP)

Systems: Systems designed to support all the functions and activities of an organization including marketing, production management, order fulfillment, accounting, personnel management, and financial management.


Customer relationship management (CRM) systems enable organizations to better serve their customers via software in contrast to customer service systems (mentioned above). The term CRM can be used to describe either the software itself or the whole business strategy.

Organizational Level Systems: Customer Relationship Management (CRM)


CRM

Figure 2.16 Customer recommendations from e’Gourmet.

User Type System Organizational Considerations

Interface Focus

Communication

All levels and types of users

E-mail systemsand document management systems

Communication effectiveness Anthony’s pyramid

E-mails DocumentsCalendars

Personnel management

Intranet human resourceportal

Locus of controlFormsAnnouncementsPolicies

Organizational learning

E-training Organizational learningTrainingmodules

Functional systems

ERPOrganizational effectiveness and efficiency

Reports and data retrieval

Extra-organizational

CRMRevenue generation and customer service

Customer service

Table 2.3 Summary of Organizational Levels in the Organizational Context


Inter-organizational Systems

Inter-organizational systems are those systems that link companies with external organizations (not individual customers). Usually this link is a B2B (business-to-business) link between suppliers and business customers.


Supply Chain Management Systems


Summary

This chapter is structured around four levels of information systems: the individual, the work group, the entire organization, and the inter-organizational level.

At each level, various systems that support the level are presented along with the four levels of HCI (task, semantic, syntactic, and lexical).

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