An Integrative Connectedness Approach to IS Helpdesk Design

摘要

This paper reports on an iterative research design that is aimed at achieving 'integrative connectedness'. The research problem was to design an IS helpdesk which was owned by the users and which incorporated the qualities which they found to be most important. It extends and expands on JAD methodology. There is a paucity of research into alternative and creative methods of improving process methodologies and theoretical frameworks. The research charts the traditional and the JAD methodologies and presents the concept of 'integrative connectedness' which has, as its theoretical base, complex adaptive systems theory. Informed by the theory, the study employed, in sequence, electronic data collection, face to face communication using GSS and a confirmatory electronic data collection and a face to face questionnaire. Including the questionnaire, each data collection utilized the output of the previous one so that the contributions of respondents were embedded. The three most important qualities of an IS help desk were responsiveness/availability, outcome success, and knowledge/communication. At this formative stage the effort in following the integrative connectedness method was deemed to be worthwhile.