The Why and Why not of User Participation in IOS Development

This paper argues that user participation can enhance the development of interorganisational systems (IOS). Under certain circumstances participation may be particularly desirable or may be facilitated; other circumstances make participation seemingly less

When interorganisational systems (IOS) are developed, the intention is that these systems are adopted by users out-side the initiating organisation. Such us-This paper argues that user participation can enhance the development of interorganisational systems (IOS). Under certain circumstances participation may be particularly desirable or may be facilitated; other circumstances make participation seemingly less important or inhibit participation. Such contingen-cies for participation during IOS development are identified and described.ers may be private individuals (for in-stance, users of Internet or of automated teller machines) or may be organisations (for instance, users of order entry sys-tems or corporate cash management sys-tems). Implementation of IOS and sys-tem uptake by intended users is not nec-essarily easy or successful. There are a number of measures and practices which organisations can employ to enhance implementation. Some of these (like large-scale marketing of the system) are used after a system has been developed, at a time when the IOS is ready to be offered to potential users. It is also possible to take a proactive stance towards facilitat-ing implementation and encouraging adoption of the IOS by users; by seeking participation of intended users during the development process, the opportunity is created to consider potential implemen-tation problems before the IOS has been built.

the concept and the final design of the IOS take account of various interests.When the IOS addresses intended users’needs and interests, the system is more likely to be accepted and used by the intended users.

While the argument in favour of partic-ipation is compelling, there are also argu-ments against participation. One of those is that IOS are so new to users that the users can not possibly know what they need and cannot express what they would like from the system. Another argument against participation is that different or-ganisations pursue their own self-interest and that it may be difficult to achieve full co-operation from various parties. How-ever, by encouraging participation, an organisation can be seen to want to co-operate with other parties. Also, the par-ticipation effort itself can make inter-ests of various parties explicit and can allow latent needs to surface. Once the wish to co-operate is apparent and the various interests are clearly expressed,participation can be used to try and achieve consensus on the concept of the system to be developed.

-Intended use of the system

Systems which are to be imposed on users and use of which is compulsory, do not necessarily require participation of users during development to enhance user adoption of the system: whatever the outcome of the system development effort, users will be forced to use the system. On the other hand, systems which rely on voluntary adoption and use can benefit greatly from participation. When those cases participation may not neces-sarily be required , participation is still desirable . Mandatory systems, systems with a high degree of structuredness, and systems with a low number of potential interest groups can still benefit from par-ticipation. After all, participation enhanc-es user understanding, acceptance and commitment to the system; as such par-ticipation can smooth the implementation stage of development. In addition, seek-

Table 1: Contingencies impacting on potential importance of participation in IOS development

What is ‘User Participation in IOS Development’ ?

Participation of intended users during development of a system refers to the practice of involving users in activities during the development process. Such participation should not just take place during testing of the system, but partici-pation should allow users to help shape the system by collaborating during the problem definition phase and the specifi-cation phase of development. Participa-tion is aimed at building a system which is acceptable to intended users and this in turn should facilitate implementation and encourage adoption and use of the sys-tem by the intended user group.

Participation in the IOS context in-volves gathering together representatives of various interest groups from outside the organisation before starting actual development and seeking active involve-ment of those users during the develop-ment process. In this way, the IOS is developed with input and (hopefully) with the consensus of intended users which, if carried out correctly, should ensure that

Contingencies that Make Participa-tion more or less Pertinent

There are several conditions where there is a greater or lesser apparent need for participation of intended users in the IOS development effort (see Table 1).adoption of the IOS is voluntary, it is particularly important to ensure that the needs/wishes of user organisations are taken into account during development.

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