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Page 1: Résumé Towards a Better Understanding of Personal ... · Towards a Better Understanding of Personal Productivity in the context of Information Technology Use Christophe ELIE-DIT-COSAQUE

Towards a Better Understanding of Personal Productivity in the context of Information Technology Use Christophe ELIE-DIT-COSAQUE et Jan ONDRUS

❒❒❒❒ Résumé

La recherche en SI a déployé des efforts considérables pour mesurer le succès de l’implémentation des technologies de l’information (TI). L’utilisation des TI (Davis 1989), l’infusion des TI (Zmud and Apple 1992), l’essai d’innovation avec les TI (Ahuja and Thatcher 2005) ou la satisfaction des utilisateurs (Doll and Torkzadeh 1988) sont quelques unes de ces mesures qui aujourd’hui permettent à la recherche et à la pratique des systèmes d’information de mieux comprendre les bénéfices des TI implémentées. Dans un contexte ou les individus utilisent de nombreuses TI au travail et/ou à leur domicile, un problème majeur mais qui demeure insuffisamment étudié est bien celui de la productivi-té personnelle des utilisateurs de cette myriade de TI. Cette question est d’autant plus importante que les Directeurs des systèmes d’information se questionnent au premier chef sur les gains en productivité qui suivent l’implémentation des TI (Luftman and Ben-Zvi 2010). L’objectif de cette recherche est double. Il s’agit 1) d’explorer les questions auxquelles les individus doivent répondre lors de leur interaction avec de multiples TI et 2) d’identifier les facettes de la productivité personnelle et de définir un cadre d’analyse permettant de mieux comprendre ce concept. Mots clés : Productivité personnelle, intégration des systèmes, perfor-mance individuelle.

❒❒❒❒ Abstract

IS research has spent considerable efforts to elaborate metrics for measuring the success of Information Systems (IS) imple-mentations. System usage (Davis et al. 1989), technology infusion (Zmud and Apple 1992), trying to innovate with in-formation technology (Ahuja and Thatcher 2005) or user sa-tisfaction (Doll and Torkzadeh 1988) are among those meas-ures that now allow IS researchers and practitioners to better understand the benefits of the Information Technology (IT) that are being implemented. As individuals use multiple IT in the workplace or even at home, a key understudied issue is that of user personal productivity during the interaction this myriad of IT. This is an even more salient issue nowadays as business productivity is one of the main concerns of Chief Information Officers (Luftman and Ben-Zvi 2010). Our re-search objective is twofold. We aim at 1) exploring the issues faced by individual IT users who interact with multiple inte-grated and non-integrated IT, and 2) identifying the facets and propose productivity framework in order to better understand this concept. Key-words : Personal Productivity, System Integration, individual perfor-mance.

Towards a Better Understanding of Personal Productivity in the Context of Information Technology Use

Christophe Elie-Dit-Cosaque Université Paris-Dauphine DRM- CREPA Place du Maréchal de Lattre de Tassigny 75775 Paris Cedex 16 [email protected] Jan Ondrus ESSEC Business School Av. Bernard Hirsch 95021 Cergy Pontoise [email protected]

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Towards a Better Understanding of Personal Productivity in the context of Information Technology Use Christophe ELIE-DIT-COSAQUE et Jan ONDRUS

Introduction In our current daily digital life, individuals are confronted with ever-increasing amount of information (Schultze and Vandenbosh 1998; Eppler and Mengis 2004), coming from multiple, fragmented sources. This flow needs to be managed. In the light of the considerable amount of time and effort dep-loyed for activities such as managing multiple email accounts, recent and past news in RSS feeds, digital pictures taken or downloaded, video to bookmark, and music purchased, argu-ably, it becomes a great challenge for any office worker to be well organized and productive using IT (Kalika et al. 2008). In fact, most people are simply not well-prepared to deal with all of these computer-based tasks. Though, being productive using IT should not be reserved to just a small group of “life-hacking” experts. Given the growing infusion of IT into work practices and the high level of expectation in terms of en-hancement of personal performance, it is important to better acknowledge the manifestation, the levers and the facets of personal productivity. This is what this research attempts to tackle.

Prior research has in fact investigated some issues related with personal productivity. For example, researchers attempted to identify behaviors reflecting the use of the IT (Davis, Bagozzi et al. 1989; Venkatesh et al. 2003), the extent to which IT are integrated into work practices (Zmud and Apple 1992), or even user innovation and post adoptive behaviors (Ahuja and Thatcher 2005; Jasperson et al. 2005). Others have focused on user capabilities regarding the use of IT around the concepts of Computer Self-Efficacy (Compeau and Higgins 1995) or perceived behavioral control (Venkatesh 2000). More recent research deal specifically with user productivity in relation with technostress and with the different forms of IT-related pressures individuals encounter at work (Tarafdar et al. 2007; Ragu-Nathan et al. 2008).

On the whole, however, extent research have not defined what exactly personal productivity is, especially while using mul-tiple, disparate and fragmented IT. We aim to develop a framework to improve our current understanding of personal productivity. In order to answer this research objective, this study tackles two interrelated research questions:

1) What productivity individuals face while using to-day’s IT in the workplace?

2) How could we define and measure personal produc-tivity in the context of IT-enabled work?

First, we plan to explore how individuals cope with the use of complex IT in their daily work activities. In accomplishing this, we plan to identify not only the issues users face but also to assess the facets of their productivity.

Second, based on this first step and in order, we plan to de-velop metrics in order to measure the aforementioned facets of personal productivity during the use of IT in professional and personal settings.

The paper is organized as follows. In the next section the theoretical background highlights several IT and work dilem-mas users face, and how previous research tackled personal productivity issues. Follow the intended research design and

the expected field setting for conducting the research. Then, we discuss the expected contribution and limitations. Finally, we conclude with future research directions.

1. Theoretical Background Individual IT users are confronted with a number of IT and work dilemmas. At least both the job characteristics (e.g., in terms of workload, of work fragmentation, etc.) and the cha-racteristics of the IT individuals use (e.g., in terms of integra-tion, flexibility, restrictiveness etc.) should be taken into ac-count in investigating in examining IT benefits. Together, these parameters help contextualizing personal productivity and emphasizing when and where personal productivity mat-ters.

1.1. Challenges of IT Usage and Issues of IT-Enabled Work Indeed, individuals face complexities when choosing and us-ing IT, and it is necessary to find ways to facilitate human interactions with IT. In most cases, individuals do not choose the systems they use in the workplace (Straub et al. 1995). The growing diversity and complexity of software and hard-ware, but also of users’ needs make it increasingly difficult for workers to make sense of the multiple IT systems available to them. Taking an informed decision requires acknowledging the differences between each installed application (e.g., fea-tures, interfaces, ease of use) and their purpose. Only then, one can select appropriate software that would fit a given task and the user’s needs. At least two IT responses, beyond change management initiatives, can be brought to answer these questions. On the one hand, system designers may want to restrict the possible patterns of system use, by integrating tightly the user tasks within the operating mode of the tech-nology. On the other hand, system designers may rather want to offer users flexible technologies for them to be able to per-sonalize them and adapt them to their own working schemes.

In response to these IT productivity issues, indeed, system designers may first adapt the features of the IT, such as for example the extent to which they include guidance (Silver 1991; Todd and Benbasat 1999). Guidance can be useful to users because it can help them accomplishing their IT-related tasks in a more efficient manner. In some extents, the produc-tivity issue is thus tackled by the constraining structural prop-erties of the IT, which include best practices (Tarafdar, Tu et al. 2007). For example, providing simple features and limited parameterization possibilities to an antivirus software may help users use it in a more efficient manner (e.g., automatic updates only, automated parameterization, limited personali-zation possibilities etc.). Most often, unfortunately, because they are offered too large a choice of systems or system fea-tures, users become increasingly undecided about what fea-tures or parameters they should use in order to complete their tasks efficiently (Silver 1991). In response to this, platform providers such as Google (e.g., with Google Apps) or Apple (e.g., with downloadable apps for the iPhone) or Microsoft (e.g., with the MS Office Live online suite) now claim to pro-vide easy to implement and easy-to-use applications, embed-ding best office work practices, allowing to manage common

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tasks in a simpler and more integrated manner. One basic is-sue would be to offer software applications that are simple enough to be appropriated easily. However, they also need to be complete enough so as to avoid system fragmentation and overload.

This aforementioned IT issue is not completely new if we take a look back at what was happening in organizations in the late 1980s. The increasing amount of information to manage and the need for more control and productivity justified the design and implementation of applications such as ERP systems. These integrated application suites aimed at helping organiza-tions to perform their basic and standardized tasks and processes in a more efficient and effective ways (i.e., through best practices) than what was allowed by legacy disparate and non-integrated systems. ERPs were supposed to help obtain these results via the support of an integrated IT environment, and by embedding best industry practices in their structural properties (Hammer 1990; Hammer and Champy 1993).

Second, differently, flexible applications can be offered to users for the sake of personal productivity. Indeed, this way, they can more easily personalize IT at hand and achieve a greater fit between the IT supported processes and the tasks they are expected to accomplish. For example, , the Firefox Web browser is a modular application, which allows individ-uals integrating different useful features just by downloading a ready-to-install module. So to say, there may exist as many Firefox browsers as there are users that are willing to perso-nalize it. Through lessons from enterprise systems, we could thus imagine the deployment of modular and integrated sys-tems customized for personal usage. These applications would be designed in a way to allow individuals to use IT in an effi-cient and effective manner. Doing so, these applications would result in increased personal performance, while at the same time decreasing information overload and stress caused by fragmented technologies and data sources.

1.2. Why Assessing Personal Productivity? The issue of understanding how IS may or should be designed in order to obtain greater individual, group, and organization-al benefits has long been a very salient one in IS research (DeLone and McLean 1992; DeLone and McLean 2003). Managers are indeed increasingly concerned about the value brought by IT to the overall performance of individuals and of organizations. Unfortunately, companies often fail to realize benefits through IT (Nelson 2007). In fact, a productivity pa-radox can be identified: while we have noticed considerable increases in computer implementation and technical perfor-mance, we have not noticed a similar increase in business productivity (Brynjolfsson 1993). Though, in spite of a few insightful prior research, we still know overall very little about personal productivity issues and IT adoption patterns in the context of personal computer usage, not only in the office, but also at home (Venkatesh and Brown 2001; Brown and Venkatesh 2005).

Thus, we need to know how to leverage productivity via IT usage for individuals who do have to switch their working contexts seamlessly throughout the day. Indeed, IT is increa-singly pervasive and infused into a variety of human and/or

work activities. For that, individuals increasingly need to be-come acquainted with various IT tools in order to manage efficiently and effectively their digital lives. In this context, a major problem is that individuals often have no choice but to struggle with IT resource at hand. They do so for building or adapting their own personal systems so that they can keep the variety of incoming information from multiple sources logi-cally organized and accessible when and where they need it, all this without feeling overwhelmed. In work settings, the related behaviors are often exemplified in studies emphasizing individual’s manipulations of IT (DeSanctis 1994), usage reinvention with flexible (Orlikowski 2000) as well as with highly restricted IT (Boudreau and Robey 2005), trying to find new IT usages (Ahuja and Thatcher 2005) in response to impediments, or coping strategies of adaptation (Beaudry and Pinsonneault 2005).

These behaviors in fact often reflect the initial perceived misa-lignment between the user tasks and the IT at hand, which can result in lower individual performance with IT (Goodhue and Thompson 1995). Very often, this misfit originates either be-cause the technology does not allow to accomplish the task in a simple enough manner (e.g., due to lack of features) or be-cause individuals face technology overload issues (Kalika, Boukef Charki et al. 2008). Worse, individuals might not even understand how to use the systems at hand and lack perceived behavioral control with respect to IT or computer self-efficacy (Compeau and Higgins 1995). In fact, individual users might find ways of using IT for responding to specific work or per-sonal issues by themselves. They will make use of prior know-ledge or experience; ask for experienced peer support, which will allow solving the most pressing problems. However, fail-ing to acquire a good mastery of the IT at hand, further prob-lems may arise over time and impede the realization of IT benefits by the individual user.

In spite of the importance of personal productivity, research-ers have overall put little emphasis on this concept. Research in IS have for example studied how organizations may foster user satisfaction (Ives et al. 1983; Galleta and Lederer 1989; Doll and Torkzadeh 1991; Torkzadeh and Doll 1991) task productivity, task innovation, customer satisfaction, and man-agement control (Torkzadeh and Doll 1991). It also put strong emphasis on system usage (Davis 1989; Venkatesh, Morris et al. 2003) – probably the most widely employed measure of system success. Researchers have done so, however, mostly with a narrow view of system usage (Straub, Limayem et al. 1995; Burton-Jones and Straub 2006; Straub and Burton-Jones 2007). The related approaches have led to neglecting numerous other important and interesting measures or out-comes that reflect IS success (Benbasat and Barki 2007). Therefore, as argued by Benbasat and Barki (2007), we need to expand our behavioral views about system usage, and to articulate it more closely with individual performance. In fact, the “behavior and performance-based consequences of IT adoption and consequences (p. 212)” should be investigated more in-depth, in relation with personal productivity. In doing so, we also need to take into account the evolving nature of the IS used in the workplace, as well as the evolving characte-

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Towards a Better Understanding of Personal Productivity in the context of Information Technology Use Christophe ELIE-DIT-COSAQUE et Jan ONDRUS

ristics of IT users, who may also be born digital users (Palfrey and Gasser 2008).

2. Research Design (tentative) An inductive, mixed method approach in two steps has been chosen in order to answer our research questions.

2.1.Research Setting NewSchool is a major French Business School located in the Parisian Region. NewSchool has recently launched the Inno-vapps project, which consists in the deployment of an inte-grated cloud computing suite to both the 600 staff members (composed of faculty members and administrative staff) and about 5500 students. The main initial expectation of managers at NewSchool is a more efficient management of the IT re-source. They also expect to provide more flexible and efficient applications at lower cost. Innovapps is a well-known applica-tion suite. It is especially renowned for its integration across applications (e.g., document suite with worksheet, presenta-tions, text, websites, questionnaire features, blogs, webmail, calendar, instant messaging).

Table 1 illustrates the different applications that workers commonly use in NewSchool to accomplished computer-based tasks.

Nature of the Task Eudora Outlook Innovapps

Communicating X X X

Writing docs X

Organizing meetings X X

Managing tasks X X

IT Integration Weak Good Excellent

Table 1. Software used in NewSchool

Workers using Eudora and MS Outlook for email communica-tions would use a MS Office suite to write documents. Many Eudora users would use a paper-based agenda to schedule meeting and managing tasks. Users who migrated to Inno-vapps have all of the options the other users have along with the legacy applications (i.e., MS Office and paper-based agenda) in addition to using the integrated online suite. Users are free to choose the IT they want to use for accomplishing their daily tasks.

Workers are overall satisfied with the current applications that they use. Meanwhile, Innovapps conveys some innovation, which scares some workers for the change in work practices that it implies. It suits other workers for the flexibility and autonomy they expect it will support.

2.2. Research Design Our focus will be on the administrative staff at NewSchool. First, a qualitative exploratory approach will help assess 1) the extent to which individuals experience application integration and productivity issues, and 2) what personal productivity is in practice. For the first step, about 30 workers will be identi-fied and invited to participate in an interview with one of the principal investigators of the study. They will first be asked questions about the main characteristics of their work from

their own point of view. Following this, questions will deal with the way they are used to/they were used to working with legacy applications and the way they work or expect to work with Innovapps. Then, they will be asked to say what personal productivity would be in the context of their work, and to explain what the characteristics of productive workers in their surroundings are. This first step will also allow identifying the extent to which data / application integration is needed and productivity is an issue for individual workers. From the anal-ysis of qualitative data via open coding techniques (Miles and Huberman 1994), we expect to identify the dimensions or facets of personal productivity.

Second, based on the first step, we plan to develop measures for each of the facets of personal productivity that would have been identified. In fact, meta-categories representing facets of personal productivity will be identified based on interview codes. Based on these data, which will allow ensuring content validity of personal productivity dimensions, a questionnaire will be built. All of the administrative staff will be invited to participate in the quantitative survey in a longitudinal way. This would allow examining the effect of time in the assess-ment of personal productivity. Respondents will be identified by unique codes. Participants will be further informed that their data will be kept confidential and will not be analyzed in a way that would allow identifying them. The instrument will be refined following Churchill (1979).

3. Expected Contributions and Con-clusions This study aims at promoting rich perspectives and measure of personal productivity in the context of IT usage.

First, personal productivity is an important, yet under investi-gated issue in IS. Through a multi-method approach we ex-pect to unveil the dimensions personal productivity. Interes-tingly, some prior measures of personal productivity are ref-lective, unidimentional constructs (Tarafdar, Tu et al. 2007). In spite of the strength of extent measures, we however expect to discover other dimensions of that construct, which would lead improvements in the assessment and measurement of that construct. For this, our research will result in the development of a useful framework, which will support further examination of personal productivity issues for individual IS users.

Second, the personal productivity lens may help further enrich extent adoption models. IS research has indeed mainly fo-cused on IT usage and excluded a number of other behaviors or system outcomes. In some extents, this can be viewed as a reductionist way of analyzing users-IT interactions (Benbasat and Barki 2007). The IS community has in fact neglected per-sonal productivity and we hence lack knowledge about it. Therefore, the current study would contribute to IS research by filling this knowledge gap.

Third, the results of this study will eventually serve for the evaluation of IS at an individual level of analysis. Based on the first and second step, we expect to set forth guidelines that would allow improving IT and applications designed for indi-vidual use in the future. Knowing what factors compose per-

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Towards a Better Understanding of Personal Productivity in the context of Information Technology Use Christophe ELIE-DIT-COSAQUE et Jan ONDRUS

sonal productivity with IT will also help prescribing the fea-tures that are essential in order to develop better systems.

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