Exploring Continued and Discontinued Use of IT: A Case Study of OptionFinder, a Group Support System

This study explores how perceptions, experience, attitudes, communication behavior and environment affect continued and discontinued use of a group support system (GSS) as an organizational innovation. The case study method was used to investigate the largely unexplored process of GSS adoption and diffusion in terms of human factors, internal organizational context, external organizational environment and GSS management activities. Analysis of data collected in 25 in-depth interviews with informants who had voluntarily “adopted” GSS for use in one or more meetings they initiated, suggests GSS diffusion is a complex process. The author concluded the most significant determinants of initial adoption was support of a champion, while the presence of an intra-departmental champion and a well-rounded GSS infrastructure strongly influenced continued use. Lack of task-technology fit and perception of GSS as a large group tool strongly influenced discontinued use. The surprising finding that intentions to use GSS were the same for continued and discontinued users, led to the conclusion that some discontinued users are in reality “stalled” users who should not be classified as rejecters of the technology. These research findings have important implications for devising strategies for the effective introduction and assimilation of GSS and other information system technologies, and point to the need for continued support throughout the different stages of the diffusion process.