The Empirical Investigation of a Wiki based group system in organizations.

Transcription

1 Association for Information Systems AIS Electronic Library (AISeL) AMCIS 2010 Proceedings Americas Conference on Information Systems (AMCIS) The Empirical Investigation of a Wiki based group system in organizations. Sangmi Chai Slippery Rock University, sangmi.chai@sru.edu Patricia Joseph Slippery Rock University, patricia.joseph@sru.edu Paul Mullins Slippery Rock University, Paul.mullins@sru.edu Follow this and additional works at: Recommended Citation Chai, Sangmi; Joseph, Patricia; and Mullins, Paul, "The Empirical Investigation of a Wiki based group system in organizations." (2010). AMCIS 2010 Proceedings This material is brought to you by the Americas Conference on Information Systems (AMCIS) at AIS Electronic Library (AISeL). It has been accepted for inclusion in AMCIS 2010 Proceedings by an authorized administrator of AIS Electronic Library (AISeL). For more information, please contact elibrary@aisnet.org.

2 The Empirical Investigation of a Wiki-based Group System in Organizations by Sangmi Chai sangmi.chai@sru.edu Patricia A. Joseph patricia.joseph@sru.edu Paul Mullins paul.mullins@sru.edu Slippery Rock University of PA, USA 16th Americas Conference on Information Systems Mini-Track: Social Networking and Web 2.0 in the Workplace ABSTRACT In this paper, success factors for wiki based information systems in organizations are discussed. Based on information system success factors which have been discussed in previous research, this study will present the conceptual framework of how to predict knowledge work intention on using a wiki based information system and what the wiki based information system s success factors are by studying relationships between user satisfactions and IS service quality. In addition, the role of managerial support for increasing a user s adoption of a wiki-based information system will be discussed, based on a user s behavioral intention to use the wiki. Keywords Information system success factors, information system service quality, user satisfaction, wiki. INTRODUCTION Given the importance of effective knowledge management and collaborate knowledge sharing, MacAfee (2006) asserts the web-based collaborative information system, Enterprise 2.0 as a new platform that can lead to democratic communication and active knowledge generation in the organization. However, some researchers still show skepticism about successful implementation of a wiki based information system in the professional organization (Davison and Vogel, 2000; Carr, 2000). Carr proposes generic problems of wiki for knowledge management in the organizations. He points out quality problems of information on the wiki. Since information on the wiki is created by ordinary people, low quality of information will be generated if there are too few people who can participate in filtering. Several commercial software packages for wiki platforms in organizations such as Social-Text 12, JobSpot, and Twiki are already on the market. However, there is no empirical research about a user s acceptance of wiki based information system in the professional organization. On the contrary, numerous studies focus on the development of the system. Thus, it will have significant contributions to suggest empirical research findings about wiki implementation success in the organization. In this paper, the following issues are discussed: This research suggests the conceptual framework of how to predict knowledge workers intent to use a wiki based information systems (WKIS) by utilizing existing information system success theory. Explore what the wiki based information system success factors are by studying the relationships between user satisfactions and IS service quality. How managerial support, such as incentives or rewards, for using WKIS (a wiki based information system) are effective to increase users adoption of WKIS.

3 THEORETICAL BACKGROUND 1) Information System Success Information system s success models will be applied in this paper. Since there is plentiful research on information system success, this paper will discuss the theoretical background based on the Delone and Maclean Model of IS Success (DeLone and McLean 1992) and the Garrity and Sanders Model of IS Success (Garrity and Sanders 1998). According to DeLone and McLean s IS Success Model (DeLone and McLean 1992), IS Success has six multiple level constructs: System Quality, Information Quality, Information Use, User Satisfaction, Individual Impact, and Organizational Impact. In their paper, the authors find that the previous research used multiple constructs among six main constructs. With this finding, the authors categorize the MIS success measurement. For example, they use data accuracy, ease of use, system accuracy, convenience of access, human factors and so on as a measurement of System Quality. Importance, relevance, accuracy, completeness, uniqueness, format, currency, content and other factors are used as a measurement of Information Quality. The authors take amount of use, amount of connect time, number of functions used, frequency of access, regularity of use, purpose of use, recurring use and so on as a measurement of Information Use. For User Satisfaction, the authors use overall satisfaction, single and multi-item measure, information satisfaction, software satisfaction, and other factors. Information understanding, learning, information awareness, information recall, problem identification, decision effectiveness, change in decision, task performance, quality of plans, willingness to pay for information and so on are used as a measurement of Individual Impact. Finally, the authors use application portfolio, operating cost reductions, overall productivity gains, increased revenues, increased sales, increased profits, return on investments, increased work volume, service effectiveness, etc. as a measurement of organizational impact. Figure 1 shows the IS success model of Delone and McLean (1992). Figure 1. IS Success Model by DeLone & McLean (1992)

4 Garrity and Sanders (Garrity and Sanders 1998) improve DeLone and McLean s IS success model and present an alternative model applicable to organizational and socio-technical systems. This model divides the User satisfaction of DeLone and McLean s IS success model into four dimensions: Interface Satisfaction, Decision Support Satisfaction, Task Support Satisfaction, and Quality of Work Life Satisfaction. From an extensive review of IS success research, it is clear that these factors, contain three perspectives of information systems: (1) the socio-technical viewpoint that regards humans who are influenced by technical artifacts in the organization; (2) the human-machine viewpoint which points out that computer interface and user are to be considered as components of a work system; and (3) the organizational viewpoint that a larger organization system considers the IS as a component of the system. The authors view the Task Support Satisfaction and Decision Support Satisfaction as an access to the effectiveness of an IS in the context of organizational viewpoint. Interface satisfaction is put into the human machine viewpoint. The final factor, Quality of the Interface has a relationship to both Task Support and Decision Support Satisfaction. Figure 2 presents the Garrity and Sanders model of IS success (1998). Figure 2. Garrity and Sanders Model of IS Success (1998) 2) Technology Acceptance Model Based on theories in social psychology such as the theory of reasoned action (TRA) (Ajzen and Fishbein, 1980) and the theory of planned behavior (TPB) (Ajen, 1985), the Technology Acceptance Model (TAM) has been validated as a powerful and parsimonious framework for explaining the adoption of information technology (IT) by users (Davis 1989). According to TAM, perceived usefulness and perceived ease of use constructs are considered to be fundamental determinants of accepting and using IT. TAM suggests that when users are presented with a new information technology, a number of factors come into play in their decision about how and when they will use it. Perceived usefulness (PU) is defined by Davis as the degree to which a person believes that using a particular system would enhance his or her job performance. He defines perceived ease-of-use (EOU) as the degree to which a person believes that using a particular system would be free from effort (Davis, 1989).

5 3) SERVQUAL and User Satisfaction Parasuraman et al define SERVQUAL as a multi-item scale developed to assess customer perceptions of service quality in the area of service and retail businesses (Parasuraman et al. 1988). This scale divides the service quality into five constructs: 1. Tangibles that include physical facilities, equipment, staff appearance etc. 2. Reliability, which is capable of performing the service dependably and accurately. 3. Responsiveness, defined as a willingness of helping and responding to customer need. 4. Assurance, the ability of workers to inspire trust and confidence. 5. Empathy that is the extent to which caring, individualized service is provided. Use of the SERVQUAL scale for measuring information system service quality is discussed in the literature (Kettinger and Lee 1997; Dyke et al 1999). RESEARCH MODEL AND HYPOTHESIS This study has focused on a user s acceptance of wiki information system in the organization. Based on information system success models, technology acceptance model, and SERVQUAL, this study presents the conceptual framework to explain the factors that affect the user s intention to use WKIS. Figure 3 presents the research model of this paper. Figure 3. Chai, Joseph, and Mullins Research Model In this model, a major determinant of the user s intention to use a wiki system is user satisfaction, which is influenced by task support satisfaction, decision support satisfaction, and interface satisfaction. Based on I/S success models by DeLone and McLean (1992) and Garrity and Sanders (1998), the model hypothesizes the relationships between a set of satisfaction which includes interface satisfaction, quality of life satisfaction, decision support satisfaction, and task support satisfaction to user satisfaction toward WKIS. The research of Garrity et al.

6 (2005) empirically tests a positive relationship between interface satisfaction and decision support satisfaction, as well as interface satisfaction and task support satisfaction (Garrity, Glassberg et al.2005). A user s satisfaction of information system quality is measured by SERVQUAL in several studies (Kettinger and Lee 1994 & 1997; Dyke, Prybutok et al. 1999). In this study, the user s satisfaction will be measured by SERVQUAL measurements developed by Dyke et al. (1999), who measure users satisfaction based on their perception of tangibility, reliability, responsiveness, assurance, and empathy with regard to service quality of the information system. Based on the above discussion, this paper proposes the following research model: 1. A user s task support satisfaction with WKIS has a positive impact on a user s satisfaction of WKIS. 2. A user s decision support satisfaction has a positive impact on a user s satisfaction of WKI. 3. A user s interface satisfaction has a positive impact on a user s satisfaction of WKIS. 4. A user s decision support satisfaction has a positive impact on a user s task support satisfaction. 5: Managerial support has a positive impact on a user s intention to use WKIS. 6. Managerial support has a moderating effect on the relationship between a user s satisfaction and intention to use WKIS. In this model, the role of managerial support such as incentives, rewards, and support for promoting the user s acceptance of WKIS in the organization will be investigated. The effect of incentives or reward is discussed as a necessary factor for knowledge creation and contribution for the organization (Earl 2001). McAfee suggests that upper managerial support is required for successful adoption of WIKI in organizations (McAfee 2006). In this model, a positive relationship between the user s adoption to WKIS and managerial support is proposed. RESEARCH METHOD AND FUTURE PLAN For the test of the research model proposed in this paper, a structured survey questionnaire will be used. The measurement will be adopted from prior researches in information success, TAM, and SERVQUAL. The subject of the survey will be individual users who have had the experience of using wiki based information system. By analyzing survey results, the role of managerial support to the user s acceptance of WKIS can be investigated. REFERENCES 1. Ahn, H. J., H. J. Lee, et al. (2005). "Utilizing knowledge context in virtual collaborative work." Decision Support Systems 39(4): Alavi, M. (1994). "Computer-Mediated collaborative learning: An empirical Evaluation " MIS Quarterly 18(2): Beiber, M., D. Engelbart, et al. (2002). "Toward Virtual Community Knowledge Evolution." Journal of Management Information Systems 18(4): Breu, K. and C. Hemingway (2002). "Collaborative Processes and Knowledge Creation in Communities-of-Practice." Creativity and Innovation Management 11(3): Briggs, R. O. e. a. (1999). "A Technology Transition Model from Qualitative Field Investigation of GSS Use Aboard the U.S.S. Coronado." Journal of Management Information Systems 15(3):

7 6. Brown, J. S. and P. Duguid (1991). "Organizational learning and communities-of-practice: toward unified view of working, learning, and innovation." Organization Science 2: Cross, R., A. Parker, et al. (2001). "Knowing what we know: Supporting knowledge creation and sharing in social networks." Organizational Dynamics 30(2): Davies, J. (2004). Wiki Brainstorming and Problems with Wiki Based Collaboration. Information Processing in the Department of Computer Science, University of York: Davis, F. D. (1989). "Perceived Usefulness, Perceived Ease Of Use, and User Acceptance of Information Technology." MIS Quarterly 13(3): Davison, R. and D. Vogel (2000). "Group Support Systems in Hong Kong: An Action Research Project." Information Systems Journal 10(1): DeLone, W. H. and E. R. McLean (1992). "Information Systems Success: The Quest of the Dependent Variable." Information Systems Research 3(1): Dyke, T. P. V., V. R. Prybutok, et al. (1999). "Cautions on the use of the SERQUAL measure to assess the quality of information systems services." Decision Sciences 30(3): Earl, M. (2001). "Knowledge Management Strategies: Toward a Taxonomy." Journal of Management Information Systems 18(1): Faludi, J. (2005). "Why Wikipedia Succeeds. Retrieved from Garrity, E. J., B. Glassberg, et al. (2005). "An Experimental Investigation of Web-Based Information Systems Success in the Context of Electronic Commerce." Decision Support Systems 39: Garrity, E. J. and G. L. Sanders (1998). Dimensions of Information Systems Success. Information Systems Success Measurement. (Series in Information Technology Management). Hershey, PA: Idea Group, Chapter 2: Grant, R. M. (1996). "Toward a Knowledge-Based Theory of the Firm." Strategic Management Journal 17: Grant, R. M. (1996 b). "Prospering in Dynamically-Competitive Environments: Organizational Capability as Knowledge Integration,." Organization Science 7(4): Kettinger, W. J. and C. C. Lee (1994). "Perceived service quality and user satisfaction with the information services function." Decision Sciences 25(5, 6): Kettinger, W. J. and C. C. Lee (1997). "Pragmatic perspectives on the measurement of information systems service quality." MIS Quarterly 21(2): Leuf, B. and W. Cunningham (2001). The Wiki Way: Collaboration and Sharing on the Internet, Reading, MA: Addison-Wesley. 22. McAfee, A. P. (2006). "Enterprise 2.0: The Dawn of Emergent Collaboration." Sloan Management Review 47(3): Nachmias, R., D. Mioduser, et al. (2000). "Web-Supported Emergent-Collaboration In Higher Education Courses." Educational Technology & Society 3(3): Nonaka, I. (1994). "A Dynamic Theory of Organizational Knowledge Creation." Organization Science 5(1): Nonaka, I. and H. Takeuchi (1995). The Knowledge-Creating Company: How Japanese Companies Create the Dynamics of Innovation. New York, Oxford University Press. 26. Ogata, H. and Y. Yano (1999). Combining Social Networks and Collaborative Learning In Distributed Organizations. Ed-Media 1999 Charlottesville, VA, USA. 27. Parasuraman, A., L. L. Berry, et al. (1988). "SERVQUAL: A Multiple-Item Scale For Measuring Consumer Perceptions of Service Quality." Journal of Retailing 64(1): Qureshz, S. and I. Zigurs (2001). "Paradoxes & Prerogatives in Global Virtual Collaboration." Communications of ACM 44(12):

8 29. Raitman, R., N. Augar, et al. (2005). Employing Wikis for Online Collaboration in the E- Learning Environment: Case Study. Third International Conference on Information Technology and Applications, Sydney, Australia. 30. Roush, W. (2006). Answer by the People, for the People. Technology Review Spek, S. (2005). Knowledge Management By Wikis, Institute for Knowledge and Agent Technology Universities Maastricht. 32. Tiwana, A. and B. Ramesh (2001). "A design knowledge management system to support collaborative information product evolution." Decision Support Systems 31(2): Unknown. (2006, 21:42). "Wikipedia: Success factors." Retrieved from Wagner, C. (2001). "WIKI: A Technology for Conversational Knowledge Management and Group Collaboration." Communications of AIS 2004(13): Wagner, C. (2004). "WIKI: A Technology for Conversational Knowledge Management and Group Collaboration." Communications of AIS 2004(13): Walker, L. (2004) "Spreading Knowledge, The Wiki Way." Washington Post.com Volume, DOI: 37. Whipple, W. R. (1987). "Collaborative Learning Recognizing It When We Wee It." Bulletin of the American Association for Higher Education 40(2): Yunwen, Y. (2006). Supporting software development as knowledge-intensive and collaborative activity. Proceedings of the 2006 International Workshop on Interdisciplinary Software Engineering Research. Shanghai, China, ACM Press.