A Descriptive Model for End-User Acceptance of Information Centers

This study presents the results of testing a descriptive model of end-user acceptance of information centers (IC). IC acceptance was defined as change in usage from IS departments to ICs and the perceived usefulness of the IC to the end-user in solving information-related problems. Questionnaires were administered to seventy four endusers in five organizations which were in the acceleration phase of IC development (Alavi et al., 1987). The results support the recommendations in the IC literature that expert specialists be made available in an IC setting to consult with and assist end-users. Three additional results were found that provide explanations for end-user acceptance of ICs. First, the quality of the interface between end-users and specialists explains why making expert specialists available are important to an end-user’s perception of general IC usefulness. Second, users change from an IS department to using IC support for different reasons than their general perception of IC usefulness. In addition to helpful attitudes displayed during the interface with the specialist, the user’s own competence in using the IC was important. Third, the usefulness of the IC in assisting with solving a specific end-user task problem was not directly associated with the specialist expertise and availability provided by the IC. The important end-user perception relevant to solving task problems was the caring attitude of the specialist.