系統開發人員與使用者溝通績效之研究－－以使用者認知角度來探討

The Effectiveness of Communication between System Developers and End Users: From the Perspective of End User

系統開發的成敗主要牽涉到兩大因素，即為「技術」的因素與「人」的因素，而後者更是大半系統成敗的主因。使用者接不接受系統、抗不抗拒系統、對系統的態度好不好、合不合作、滿不滿意，直接影響到系統的成敗。然上述的現象又大半決定於系統開發人員（System Developer）與使用者的溝通協調關係與績效，本研究的目的在以使用者認知角度來探討影響系統開發人員與使用者之間溝通績效之關鍵因素，在研究模式裡，本研究將分析系統開發人員與使用者的特性、系統的特性、組織氣候的特性、不同的溝通型態與行為對溝通績效好壞的影響。希望藉此溝通模式的分析能了解有哪些不同的系統開發人員特性或不同的溝通策略會影響兩者溝通的成敗，並對企業界的系統開發人員提出建議，以幫助其能了解如何提高與系統使用者溝通績效，讓系統的開發能在一協調及合作的氣氛下進行。

The successful implementation of an Information System (IS) is related to two major dimensions: technical factors and human factors. Compared to the former, the latter is considered more complex and difficult to manage. The user’s attitude, user’s satisfaction and acceptance, and user’s coorperation to IS all have significant impact on the success of IS. One of the major determinants that affect the attitude of a user is the effectiveness of communication between system developer (SD) and end user. This study explores the critical factors that influence the effectiveness of SD-User communication from the view point of users. An integrated SD-User communication research model is built to analyze and test the relationships among factors such as SD’s characteristics, User’s characteristics, IS’s characteristics, organizational climate, communication behavior, and effectiveness of communication. The result will help organizations to understand which contextual factors have significant impact on the effectiveness of communication between system developers and users.