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End-user attitudes towards EDM use in project work A case study of the Kamppi Center project

End-user attitudes towards EDM use in project work A case study of the Kamppi Center project. M.Sc. thesis research methods and results. 29 March 2006 Mathias Hjelt Swedish School of Economics and Business Administration. Research objectives.

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End-user attitudes towards EDM use in project work A case study of the Kamppi Center project

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  1. End-user attitudes towards EDM use in project workA case study of the Kamppi Center project M.Sc. thesis research methods and results 29 March 2006 Mathias Hjelt Swedish School of Economics and Business Administration

  2. Research objectives • Explore end-user attitudes towards EDM usage in a large construction project: • How do users across different segments of the project organisation perceive the benefits and challenges of EDM use? • Propose a model describing factors affecting individual EDM adoption

  3. Case: Kamppi Center • 500 million EUR construction project including: • a shopping centre • underground bus and cargo terminals • 12,500 m² of office space • 5,700 m ² of residential apartments • parking facilities • SRV Viitoset appointed design & build contractor • 3 architectural offices • ~ 20 structural / technical design offices • Hundreds of subcontractors

  4. Case: Kamppi Center • Electronic document management in the project: • ASP / web based Raksanet • Used by 340 users from 90 organisations • 17,000 documents organised in 1700 folders • Mainly DWG, PLT, PDF, Word, Excel • Automatic paper copy distribution

  5. ICT adoption theory Adoption decisions in an organization(Gallivan 2001) Management objectives and intentions for change Mandate to adopt Primary innovation adoption process Secondary innovation adoption process Availability of technological innovation Other influences

  6. ICT adoption theory Unified Theory of Acceptance and Use of Technology(Venkatesh et al 2003) • The UTAUT model is based on previous frameworks: innovation diffusion theory, TRA, TAM, MPCU, etc.. • Intention and actual use influenced by: • effort expectancy • perfomance expectancy • social influence • facilitating conditions

  7. ICT adoption theory Updated IS Success Model(DeLone & McLean 2003) • User’s intention to use is influenced by three dimensions of quality: • system quality • information quality • support quality

  8. Research design • Phase 2 • Objective: gain deeper understanding • Qualitative • 5 users + 1 expert • Sample based on phase 1 In-depth Interviews • Phase 1 • Objective: “draw the big picture” • Quantitative • Entire user base Survey Log file analysis

  9. Survey • 19 Likert-scale questions on the topics of: • Respondent background (e.g. previous EDM experience) • Support quality (received training, support, guidelines) • System quality (e.g. reliability, functionality, ease of use) • Information quality (contents of the EDM, structure) • EDM vs other channels of communication • Overall perception of benefits • 1 free-text comment • Web based implementation • Covering letter sent by e-mail to all active users (n=282) • Each respondent given a unique URL in the e-mail • http://kamppi.iterate.fi/KABCDE • The link contains an ID which helps tracking responses • Answer required on all quantitative questions • Effect: 20 partial responses  13 complete ones

  10. Ensuring a satisfactory response rate • Cover letter credibility • From: SRV Viitoset’s director of planning • Low effort • Questionnaire can be completed in 5 minutes • All questions on page – you see what you’re in for • Incentives • Non-monetary: ”get your voice heard” • Monetary: 2 x 100 € gift certificates • Timing • post-holidays, Monday a.m. • Follow-up / reminder • ”You still have a chance to give your input / win a gift certificate”

  11. Response statistics • Respondents: • 282 intended recipients • 13 unreachable (invalid email addresses, over-quota mailboxes etc) • 167 actual responses • Active response rate 167/(282-13) = 62 %

  12. Interviews • 5 end-user interviews • 2 project management • 1 architect • 1 subcontractor • 1 city planning • 1 expert interview

  13. Previous EDM experience • 53 % were first-time EDM users

  14. Attitude towards EDM • At the outset of the project: • Experienced EDM users were more confident regarding benefits than first-time EDM users • Subcontractors were the least experienced; thus also the most sceptical • At the end of the project: • A majority reported that their attitude had improved • Subcontractors reported the biggest improvement!

  15. Perceived benefits of EDM usage • Most respondents considered EDM essential in a project of this size and complexity

  16. Other channels of communication • Still the use of parallel channels was considered a major source of stress and extra work!

  17. Perceived barriers to EDM use • Why didn’t EDM replace other channels of communication? • Using the system was considered slow and cumbersome - sending a file by email much easier and faster • Users did not receive enough training or guidelines – the complexity of the contents was perceived as the biggest challenge to getting started

  18. Key findings • Users quick to revert to other channels if EDM not perceived as easy to use or useful • Two aspects influence ease-of-use and usefulness: • System quality: The technical aspects of using the software • Information quality: The actual contents, structure, meta-data practices, etc • Users need training and guidelines regarding both aspects! • Self-learning not always viable • Learning from colleagues not always viable • Thus, formal training should be organised

  19. Service provided End users Dimensions of quality Acceptance factors Individual properties System quality - functionality - usability Effort expectancy Involvement in project Involvement in the information process Information accessibility Performance expectancy IT skills & personality Information quality - up to date, accurate - complete - well structured Social influence Company properties Management attitude Support quality - training - guidelines Infrastructure Facilitating conditions Support from collegues Use User satisfaction

  20. Evaluation of research methods • Web-based questionnaire successful, but... • respondents skewed towards more active users • difficult trade-off between detail and likelihood of getting a broad response (4-point Likert scales perhaps too coarse, certain questions ambiguous..) • Matching of quantitative and qualitative data • quantitative answers appeared largely positive; free-text comments and interview responses much more critical • Number of interviews...

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