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Communication skills importance and proficiency: perception differences between IS staff and IS users

Author

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  • Chen, Henry H.G.
  • Miller, Ruth
  • Jiang, James J.
  • Klein, Gary

Abstract

Communication between information system (IS) professionals and IS users must be effective in order develop successful systems. Users have a set of expectations of communication skills and a perception of how well the IS professionals exhibit the skills during interactions. IS professionals have different views of the importance of communication and of their own performance. This communication gap is tested with a matched sample of IS users and IS professionals. A gap is found in the importance the different groups place on communication skills and a larger gap is found in the perceived presence of the skills in the IS professionals. The study indicates a need on the part of the IS professional to understand the preferred methods of communication in addition to the information requirements of the organization.

Suggested Citation

  • Chen, Henry H.G. & Miller, Ruth & Jiang, James J. & Klein, Gary, 2005. "Communication skills importance and proficiency: perception differences between IS staff and IS users," International Journal of Information Management, Elsevier, vol. 25(3), pages 215-227.
    • Handle: RePEc:eee:ininma:v:25:y:2005:i:3:p:215-227
    DOI: 10.1016/j.ijinfomgt.2004.12.002
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    References listed on IDEAS

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    1. Blake Ives & Margrethe H. Olson, 1984. "User Involvement and MIS Success: A Review of Research," Management Science, INFORMS, vol. 30(5), pages 586-603, May.
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    Cited by:

    1. Štemberger, Mojca Indihar & Manfreda, Anton & Kovačič, Andrej, 2011. "Achieving top management support with business knowledge and role of IT/IS personnel," International Journal of Information Management, Elsevier, vol. 31(5), pages 428-436.
    2. Park, Jungi & Lee, Jungwoo & Lee, Hyejung & Truex, Duane, 2012. "Exploring the impact of communication effectiveness on service quality, trust and relationship commitment in IT services," International Journal of Information Management, Elsevier, vol. 32(5), pages 459-468.

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